8x8 Contact Center vs. OpenText CX-E Voice

We spend a lot of time calling insurance companies to check claim status, verify benefits, or fix denials. 8x8 is great for handling high call volume days when our team is making and receiving a ton of those calls. The call routing makes sure insurance calls go to our billing reps and patient calls go to the right team, so things don’t get mixed up. If we’re doing a compliance review or responding to an insurance dispute and need a specific recorded call from months ago, it can take some digging to find it unless we have exact details. It’s not impossible, just not super quick

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OpenText CX-E Voice has been a solid and reliable application and a valuable component of our voice infrastructure. Support has been consistently excellent.

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• The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
• Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
• The visibility of being able to manage my team and all media channels in one panel is awesome.

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• Call recording is useful. It was quite needed actually because it does not just help with keeping records, but also feedback for the employee because if something gets escalated, we can go through the call again to see where mistakes can be avoided in the future.
• IVR is another well thought out tool.
• Ability to distribute calls is top notch.

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• Campaigns is a big one. That has been our main pain point with the 8x8 VCC.
• AMD+Auto Voicemail is a feature not available today.
• Customizations like changing a campaign's caller ID based on a CRM field do not allow teams to create more efficient flows.
• Time zone dialing is limited to the phone area code, not the physical location (address), which is undesirable.

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• Pricing Tier
• Glitch during call sometimes.
• Regular enhancements for every release.

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8x8 contact center is meeting our needs as a call center communication solution. We use 8x8 across the entire organization and have been able to work with our account management team to ensure our configuration and integrations meet our business, legal & compliance needs across the organization. The greatest benefit has been the 8x8 account management team who consistently works with us to ensure our needs are being met.

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Overall, the 8x8 contact center's functionality is great! As the administrator for our practice, I find the platform extremely easy to navigate and customize for our business needs, which are constantly changing and evolving. I find the analytics very easy to use overall. It is fairly quick and easy to find call recordings when needed, and the reporting can transition between a 30,000-foot view and an extremely granular view.

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Apart from reports, OpenText CX-E Voice ease of use is consistently excellent

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The only issue I have ran across was on getting the updated new version

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Yes everything loads quickly and its ready for use

Support is subpar, any time there was an issue they would ignore the preferred means of communication & would not respond to the ticket aside from that they called instead of emailed. They also are not based out of the US so hours are vastly different than typical working hours. They were able to help in some cases but a lot of them were "that's how it is" responses & just overall not a great experience

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Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.

The training was easy but would probably be much easier in person. Easier to ask questions and show someone your computer when you are in person. Easier to differentiate between network issues and 8x8 issues. Online works too but for how technical 8x8 can be, I would recommend you try and do in person if possible. Would make it much easier to get help when needed. This is a personal preference and not something that is required by any means. The online training is still great and still did the trick. The good thing is that help is always available months or years after if there is something new you want to do

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The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,

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Fuze is somewhat dated and clunky when it comes to configuring settings. 8x8 Contact Center design and settings is more clean and easier to amend. Fuze includes an all in one softphone system, which is an additional component for 8x8. RingCentral seems somewhat pricier when comparing the different offerings, although they may have more features.

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We choosed OpenText TeamQ instead of acmatel CCS because of its simple nature. Acmatel CCS was having limited feature with call tracking support. Also, OpenText TeamQ is one of the better tool when you consider the fact of consistency in calling support. I am totally grateful that I had choosen this tool for our business demand.

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It is pretty much "Par for the course" with the options out there with other vendors.

It was implemented across the board in the company and has worked perfectly

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• Not having to worry about maintaining CCaaS infrastructure is a big ROI
• For small business, the ROI may not be there - might still be better off with a local PBX (KSU) and a few POTS trunks from the cable company.
• Never having to worry about upgrading software.

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• Supervision can work remotely.
• We do not need to invest in new computer telephony.
• Global employee can be connected to the same interface.

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