What users are saying about
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52 Ratings
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47 Ratings

8x8 Contact Center

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52 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.3 out of 100

NICE inContact CXone

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47 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

NICE inContact CXone

InContact is a solid phone platform for a call center. For the basic user, it is easy to understand and use. For the more detailed user or manager, some of the reports are difficult to manipulate. Trying to find what you really need can be challenging at times. Also, the screen does freeze from time to time.
Maggie Budd | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
NICE inContact CXone
8.4
Agent dashboard
8x8 Contact Center
7.3
NICE inContact CXone
8.4
Validate callers
8x8 Contact Center
6.6
NICE inContact CXone
8.4
Outbound response
8x8 Contact Center
6.1
NICE inContact CXone
7.9
Call forwarding
8x8 Contact Center
7.2
NICE inContact CXone
8.8
Click-to-call (CTC)
8x8 Contact Center
6.3
NICE inContact CXone
7.3
Warm transfer
8x8 Contact Center
7.0
NICE inContact CXone
8.1
Predictive dialing
8x8 Contact Center
5.3
NICE inContact CXone
8.0
Interactive voice response
8x8 Contact Center
6.1
NICE inContact CXone
8.9
REST APIs
8x8 Contact Center
5.0
NICE inContact CXone
8.6
Call scripts
8x8 Contact Center
5.1
NICE inContact CXone
8.4
Call tracking
8x8 Contact Center
7.2
NICE inContact CXone
8.9
Multichannel integration
8x8 Contact Center
5.5
NICE inContact CXone
8.3
CRM software integration
8x8 Contact Center
5.0
NICE inContact CXone
8.7

Workforce Optimization (WFO)

8x8 Contact Center
7.5
NICE inContact CXone
8.4
Inbound call routing
8x8 Contact Center
8.1
NICE inContact CXone
8.8
Omnichannel inbound routing
8x8 Contact Center
7.3
NICE inContact CXone
8.8
Recording
8x8 Contact Center
7.9
NICE inContact CXone
8.3
Quality management
8x8 Contact Center
6.9
NICE inContact CXone
8.0
Call analytics
8x8 Contact Center
7.4
NICE inContact CXone
8.5
Historical reporting
8x8 Contact Center
6.7
NICE inContact CXone
8.3
Live reporting
8x8 Contact Center
9.0
NICE inContact CXone
7.8
Customer surveys
8x8 Contact Center
6.8
NICE inContact CXone
8.8
Customer interaction analytics
8x8 Contact Center
NICE inContact CXone
8.4

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 | TrustRadius Reviewer

NICE inContact CXone

  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.
Hans Hong | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

NICE inContact CXone

  • The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
  • The way to create "categories" or "topics" is more cumbersome than with other platforms.
  • They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.2
Based on 18 answers
The system is extremely user-friendly. It is the closest software I have used to the "Apple" brand. What I mean by that is the setup, hookup just makes sense. When I have an agent with complications, I am able to help them troubleshoot from afar. I have never been unable to figure the issue out if any.
Brian Dampman | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • InContact has helped to expand the services which our company offers to clients in allowing us to offer greater flexibility in both type of contacts supported as well as in the hours that employees are able to be available.
  • InContact has also enhanced our company's ability to hire a larger volume of remote employees who work from the comfort of their own home offices, resulting in greater flexibility and ability to better schedule employees based on client needs/hours.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Contact Center

General

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

NICE inContact CXone

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
NICE inContact CXone
8.3

Likelihood to Renew

8x8 Contact Center
NICE inContact CXone
5.7

Usability

8x8 Contact Center
8.2
NICE inContact CXone
8.2

Support Rating

8x8 Contact Center
5.5
NICE inContact CXone
7.5

Implementation Rating

8x8 Contact Center
NICE inContact CXone
7.0

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