What users are saying about
17 Ratings
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Score 7.5 out of 101
6 Ratings
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Score 7.6 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

NICE Adaptive WFO

Generally appropriate for contact centers of 50 or more, though ROI may be present with as few as 20. ROI can be achieved in back office settings as well. Without add on features, the ROI may not be as easily demonstrated in a back office scenario.
No photo available

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
NICE Adaptive WFO
Agent dashboard
8x8 Contact Center
7.5
NICE Adaptive WFO
Validate callers
8x8 Contact Center
7.6
NICE Adaptive WFO
Outbound response
8x8 Contact Center
7.7
NICE Adaptive WFO
Call forwarding
8x8 Contact Center
7.6
NICE Adaptive WFO
Click-to-call (CTC)
8x8 Contact Center
7.7
NICE Adaptive WFO
Warm transfer
8x8 Contact Center
7.6
NICE Adaptive WFO
Predictive dialing
8x8 Contact Center
7.0
NICE Adaptive WFO
Interactive voice response
8x8 Contact Center
7.1
NICE Adaptive WFO
REST APIs
8x8 Contact Center
8.2
NICE Adaptive WFO
Call scripts
8x8 Contact Center
7.2
NICE Adaptive WFO
Call tracking
8x8 Contact Center
8.5
NICE Adaptive WFO
Multichannel integration
8x8 Contact Center
9.1
NICE Adaptive WFO
CRM software integration
8x8 Contact Center
8.5
NICE Adaptive WFO

Workforce Optimization (WFO)

8x8 Contact Center
7.9
NICE Adaptive WFO
Inbound call routing
8x8 Contact Center
8.6
NICE Adaptive WFO
Omnichannel inbound routing
8x8 Contact Center
7.7
NICE Adaptive WFO
Recording
8x8 Contact Center
8.2
NICE Adaptive WFO
Quality management
8x8 Contact Center
8.5
NICE Adaptive WFO
Call analytics
8x8 Contact Center
7.8
NICE Adaptive WFO
Historical reporting
8x8 Contact Center
7.8
NICE Adaptive WFO
Live reporting
8x8 Contact Center
9.0
NICE Adaptive WFO
Customer surveys
8x8 Contact Center
5.5
NICE Adaptive WFO

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman profile photo

NICE Adaptive WFO

  • Interval call volume forecasting.
  • Agent schedule adherence.
  • Agent scheduling (in my opinion - the strongest feature for its flexibility and ease of use).
  • Agent self-service options.
No photo available

Cons

8x8 Contact Center

  • IVR Script Editing Across multiple Tenants
No photo available

NICE Adaptive WFO

  • Long term forecasting functionality.
  • The user interface requires more steps than competitors. While the end results are quality, it can take time to get there.
  • Lack of clearly demonstrated forecasting designed specifically for non-phone contact types.
No photo available

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.
No photo available

NICE Adaptive WFO

Superior to Verint in its agent self-service options and the ability to get more detailed schedule activity. Strongly compares with aspect. Specific features that work for a given business will separate the best choice.
No photo available

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
No photo available

NICE Adaptive WFO

  • Reduction in FTE cost through annual hiring planning to bring on FTE only as they are needed.
  • Improved customer experience with scheduling and schedule adherence ensuring FTE attend to contacts when scheduled to do so.
  • Savings from self-service options for PTO use and schedule management, reducing administrative cost.
No photo available

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NICE Adaptive WFO

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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