What users are saying about
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Top Rated
177 Ratings
8x8 Contact Center
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Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 177 reviews and ratings
Playvox
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Top Rated
244 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 244 reviews and ratings
Feature Set Ratings
Contact Center Software
7.4
8x8 Contact Center
74%
Playvox
Feature Set Not Supported
N/A
8x8 Contact Center ranks higher in 13/13 features
8x8 Contact Center ranks higher in 13/13 features
Agent dashboard
8.0
80%
69 Ratings
N/A
0 Ratings
Validate callers
7.0
70%
62 Ratings
N/A
0 Ratings
Outbound response
8.3
83%
59 Ratings
N/A
0 Ratings
Call forwarding
7.8
78%
77 Ratings
N/A
0 Ratings
Click-to-call (CTC)
6.6
66%
41 Ratings
N/A
0 Ratings
Warm transfer
8.3
83%
71 Ratings
N/A
0 Ratings
Predictive dialing
6.6
66%
28 Ratings
N/A
0 Ratings
Interactive voice response
7.6
76%
41 Ratings
N/A
0 Ratings
REST APIs
7.2
72%
25 Ratings
N/A
0 Ratings
Call scripts
7.6
76%
40 Ratings
N/A
0 Ratings
Call tracking
6.9
69%
67 Ratings
N/A
0 Ratings
Multichannel integration
8.4
84%
37 Ratings
N/A
0 Ratings
CRM software integration
6.2
62%
36 Ratings
N/A
0 Ratings
Workforce Optimization (WFO)
8.2
8x8 Contact Center
82%
Playvox
Feature Set Not Supported
N/A
8x8 Contact Center ranks higher in 8/8 features
8x8 Contact Center ranks higher in 8/8 features
Inbound call routing
8.6
86%
64 Ratings
N/A
0 Ratings
Omnichannel inbound routing
9.1
91%
32 Ratings
N/A
0 Ratings
Recording
8.1
81%
62 Ratings
N/A
0 Ratings
Quality management
7.3
73%
60 Ratings
N/A
0 Ratings
Call analytics
7.8
78%
63 Ratings
N/A
0 Ratings
Historical reporting
8.2
82%
57 Ratings
N/A
0 Ratings
Live reporting
9.0
90%
1 Rating
N/A
0 Ratings
Customer surveys
7.6
76%
27 Ratings
N/A
0 Ratings
Attribute Ratings
- 8x8 Contact Center is rated higher in 3 areas: Likelihood to Renew, Support Rating, Implementation Rating
- Playvox is rated higher in 2 areas: Likelihood to Recommend, Usability
Likelihood to Recommend
7.9
8x8 Contact Center
79%
84 Ratings
8.9
Playvox
89%
191 Ratings
Likelihood to Renew
9.1
8x8 Contact Center
91%
1 Rating
8.6
Playvox
86%
6 Ratings
Usability
8.1
8x8 Contact Center
81%
16 Ratings
8.6
Playvox
86%
4 Ratings
Availability
8x8 Contact Center
N/A
0 Ratings
9.1
Playvox
91%
1 Rating
Support Rating
6.4
8x8 Contact Center
64%
73 Ratings
6.2
Playvox
62%
5 Ratings
Implementation Rating
9.1
8x8 Contact Center
91%
1 Rating
7.7
Playvox
77%
2 Ratings
Contract Terms and Pricing Model
7.3
8x8 Contact Center
73%
1 Rating
Playvox
N/A
0 Ratings
Product Scalability
8x8 Contact Center
N/A
0 Ratings
6.4
Playvox
64%
1 Rating
Likelihood to Recommend
8x8 Contact Center
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Playvox
Monitor and follow up on other employees' work as by using Playvox we detect mistakes and coach agents to better serve the customer by following the right process we educate the agent to better work following the quality monitor and follow up on other employees' work as by using Playvox.
agent
occupiesConsumer Services, 201-500 employees
Pros
8x8 Contact Center
- Tracks all inbound and outbound calls from our organization.
- Gives us the ability to record and review calls.
- Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
Playvox
- monitoring the chats and calls to know your mistakes and get it solve.
- analyst your skills, and it makes you to know are you doing well or not.
- coaching and learning from your mistakes, and seeing the errors to improve your skills in handling.
Dispatch
talabatConsumer Services, 201-500 employees
Cons
8x8 Contact Center
- Post-sale support through the online ticket system is painfully slow.
- It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
- The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesPlayvox
- The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load.
- Keep a lot of information
- It should have more languages for ease of control

Verified User
Team Lead in Customer Service
Food Production Company, 501-1000 employeesPricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Playvox
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Likelihood to Renew
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
No answer on this topic is available.
Playvox
Playvox 8.6
Based on 6 answers
I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business
Customer Support Specialist
Mindbridge Private LimitedConsumer Services, 1001-5000 employees
Usability
8x8 Contact Center
8x8 Contact Center 8.1
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Playvox
Playvox 8.6
Based on 4 answers
Playvox is an easy-to-use platform, all features are intuitive, which makes navigation easy. I never found navigation problems, I was always able to find all the items I needed, all the information is well separated, what could improve is the possibility of moving some items, putting the ones that I use the most in evidence.

Verified User
Employee in Customer Service
Banking Company, 501-1000 employeesReliability and Availability
8x8 Contact Center
No score
No answers yet
No answers on this topic
Playvox
Playvox 9.1
Based on 1 answer
I don't think I've encountered software problems before
Palm City
talabatConsumer Services, 5001-10,000 employees
Performance
8x8 Contact Center
No answers on this topic
Playvox
do pages load quickly? yes / Do reports complete in a reasonable time frame, given their complexity? yes i think / If Playvox integrates with any other software or systems, does it tend to slow them down? i don't know
Palm City
talabatConsumer Services, 5001-10,000 employees
Support Rating
8x8 Contact Center
8x8 Contact Center 6.4
Based on 73 answers
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
Playvox
Playvox 6.2
Based on 5 answers
We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.
Contact Center Manager
Rush OrderConsumer Electronics, 51-200 employees
Implementation Rating
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Playvox
Playvox 7.7
Based on 2 answers
From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox.
Customer Support Specialist
Mindbridge Private LimitedConsumer Services, 1001-5000 employees
Alternatives Considered
8x8 Contact Center
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
Playvox
As I mentioned above, Playvox provides us with so much insight into how we are doing with our training program. It has also increased our ability to maintain a level of quality to ensure our customers are well taken care of. Playvox is a great tool for calibration and coaching agents. its detailed report breaks down all areas and we can easily identify areas of opportunity for agents.
Quality Assurance Specialist
Pharco B InternationalPharmaceuticals, 501-1000 employees
Contract Terms and Pricing Model
8x8 Contact Center
8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
VP Business Development
MSP NetworkTelecommunications, 1-10 employees
Playvox
No score
No answers yet
No answers on this topic
Scalability
8x8 Contact Center
No score
No answers yet
No answers on this topic
Playvox
Playvox 6.4
Based on 1 answer
I think it is the best rating based on my experience
Palm City
talabatConsumer Services, 5001-10,000 employees
Return on Investment
8x8 Contact Center
- The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
- We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
Playvox
- Positive return motivation and learning[.]
- Negative return not continuous update[.]
- Positive return Guidance and assistance in my work[.]
- Negative return There are no pages to explain and facilitate access[.]
- Positive return Training to get back to better performance and learn from mistakes[.]
- Negative return no abbreviation[.]
dispatcher
talabatConsumer Services, 1001-5000 employees