What users are saying about
17 Ratings
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Score 7.5 out of 101
26 Ratings
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Score 7.7 out of 101

Likelihood to Recommend

8x8 Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

NICE inContact CXone

It is best suited for a business that does not have high call volume as it will freeze or completely shut down when there are a lot of calls.
Josh kimball profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
NICE inContact CXone
8.3
Agent dashboard
8x8 Contact Center
7.5
NICE inContact CXone
8.7
Validate callers
8x8 Contact Center
7.6
NICE inContact CXone
7.7
Outbound response
8x8 Contact Center
7.7
NICE inContact CXone
7.3
Call forwarding
8x8 Contact Center
7.6
NICE inContact CXone
9.0
Click-to-call (CTC)
8x8 Contact Center
7.7
NICE inContact CXone
7.0
Warm transfer
8x8 Contact Center
7.6
NICE inContact CXone
9.0
Predictive dialing
8x8 Contact Center
7.0
NICE inContact CXone
6.5
Interactive voice response
8x8 Contact Center
7.1
NICE inContact CXone
9.5
REST APIs
8x8 Contact Center
8.2
NICE inContact CXone
9.5
Call scripts
8x8 Contact Center
7.2
NICE inContact CXone
8.5
Call tracking
8x8 Contact Center
8.5
NICE inContact CXone
9.3
Multichannel integration
8x8 Contact Center
9.1
NICE inContact CXone
7.5
CRM software integration
8x8 Contact Center
8.5
NICE inContact CXone
9.0

Workforce Optimization (WFO)

8x8 Contact Center
7.9
NICE inContact CXone
7.6
Inbound call routing
8x8 Contact Center
8.5
NICE inContact CXone
9.0
Omnichannel inbound routing
8x8 Contact Center
7.7
NICE inContact CXone
8.3
Recording
8x8 Contact Center
8.2
NICE inContact CXone
6.4
Quality management
8x8 Contact Center
8.5
NICE inContact CXone
6.1
Call analytics
8x8 Contact Center
7.8
NICE inContact CXone
7.7
Historical reporting
8x8 Contact Center
7.8
NICE inContact CXone
7.7
Live reporting
8x8 Contact Center
9.0
NICE inContact CXone
7.0
Customer surveys
8x8 Contact Center
5.5
NICE inContact CXone
9.0
Customer interaction analytics
8x8 Contact Center
NICE inContact CXone
7.5

Pros

8x8 Contact Center

  • Scalability of Services
  • Reliability
  • Technical Support
No photo available

NICE inContact CXone

  • Efficient call distribution based on multiple criteria like language, skills and issue type.
  • Call priority based on issue severity and user type.
  • Scales really well with zero downtime.
  • Simple and fast adoption which requires less than a day to setup.
  • A fully rounded enterprise CRM.
  • Great product documentation and vendor support.
Bhargav Nanekalva profile photo

Cons

8x8 Contact Center

  • IVR Script Editing Across multiple Tenants
No photo available

NICE inContact CXone

  • Filtering out bad data.
  • Response time from customer support.
  • Lack of account management and concern.
No photo available

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
The general need we have is being satisfied by the product. The effort to build new solutions was larger than desired.
Onavie Boyce profile photo

Usability

8x8 Contact Center

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

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

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 inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Implementation

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 profile photo

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

NICE inContact CXone

We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.
Onavie Boyce profile photo

Return on Investment

8x8 Contact Center

  • In 2008 8x8 was implemented as a Quick Fix to a Telephony / Call Center Solution, 8x8-VO/VCC Provided a Positive ROI because of the following reasons
  • Implementation turn around
  • Cost effective
  • Met all requirements
  • Today 2019 we are using it across 4 Business Lines which includes 10 VO Auto Attendants and 15 VCC Call Center IVRs
No photo available

NICE inContact CXone

  • Allowed for quick growth and expansion
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 inContact CXone

General

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

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