What users are saying about
17 Ratings
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Score 7.5 out of 101
2 Ratings
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Score 7.4 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

Noble Systems

It is designed as an outbound campaign calling platform, and it is a home-grown design. They require administrators to come to their home office in Atlanta to receive training and certification on its use, and state that only a certified trained user can call tech support. They did not stick to that rigidly, but it was only somewhat intuitive in its design. It is best suited for an outbound call center.
Daniel Dehner profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

8x8 Contact Center

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

Noble Systems

  • Local control: the Noble Maestro platform, once you learn it, enables you to control your call center right from your desk. You can add, delete, and skill users, you can build all of your IVR flows and change them as necessary (like for holiday closures, etc)
  • User interface design: I built the pop-up windows for each queue, and was able to design them to contain quick reference information for how to handle calls, and build an order number capture module from the IVR to the agent. In other words, I could prompt the customer to punch in their order number, then display it to the agent.
  • Technical support - their support group was easy to reach and easy to work with.
Daniel Dehner profile photo

Cons

8x8 Contact Center

  • IVR Script Editing Across multiple Tenants
No photo available

Noble Systems

  • Java compatibility - Java compatibility errors were constant during my time using Noble, as in multiple errors per week in an 80 person call center. Although their tech support was responsive, it was not effective in achieving a lasting solution, even when I facilitated conference calls between my telecom group and their tech support. After several months I counted 172 tech support tickets opened with Noble about Java.
  • Noble advertised an Email Response Management System, and we bought it. After two years, we decided to implement it. It turned out that it was so primitive as to be worthless. As I managed the implementation, I was continually surprised at what it could not do. I would have to consult my notes from back then, but I remember that it did not have standard features like one would find in Outlook or Gmail, for example. It could not handle attachments, the CC function did not work as expected, and there was no BCC, there was no "Sent" file (we would have had to use our Outlook server to save sent emails), among many other things. After 5 months of testing and trying to make it work, we decided to discard it.
  • Technical support - I listed this as a strength, but only on the responsiveness and politeness of its agents. Although there was always someone to answer the phone, we had chronic problems like Java incompatibility, reporting inconsistencies, stuck calls, two agents on the same call, and many other problems that were never solved. We always had to keep calling tech support to report these problems, and they said they investigated them, but the problems would reoccur. I ended up speaking to most of their IT chain of command over the two years.
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Usability

8x8 Contact Center

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

Noble Systems

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

Noble Systems

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

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

Noble Systems

Noble offered a lot of functions for the lowest price. The QA component alone was a big selling point, along with the PCI compliance of their remote server locations. CCX was premise-based and was bulletproof. It never went down, its UI never had problems, and we never dropped calls because of it. Verint is a better QA program and has many more bells and whistles, but is very expensive compared to Noble.
Daniel Dehner 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

Noble Systems

  • Positive: it gave us a cloud-based call center with recorded calls and a QA platform, which was a great step up from what we had
  • Positive: it allowed for flexibility when we needed to expand to an outsourced location for the holidays.
  • Negative: the pricing equation was difficult to understand, and the sales rep, although knowledgeable, was not very transparent and we had several surprises in pricing after signing our agreement. There was a point right after signing the contract with them that the CFO and I sought to back out due to this.
  • Negative: the call center did not run smoothly. I spent approximately 20% of my time for almost 2 years troubleshooting problems with the system and managing fixes. There was always somebody in the call center with a "noble issue".
Daniel Dehner profile photo

Pricing Details

8x8 Contact Center

General

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

Noble Systems

General

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

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