What users are saying about
9 Ratings
17 Ratings
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Score 7.5 out of 101
9 Ratings
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Score 8.8 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

PlayVox

I have yet to identify a scenario where PlayVox has not provided some level of value within the customer service industry. From calibrations to coaching and development, PlayVox is hands down the total package!
Tonya Kinney profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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 profile photo

PlayVox

  • Provides a single interface that is user-friendly and easy to navigate.
  • The ability to build your own scorecards means that any organization can use this platform and customize the data depending on what is important to their culture.
  • Gamification - The PlayVox tool offers great suggestions on how to gamify the quality assurance process.
Tonya Kinney profile photo

Cons

8x8 Contact Center

  • Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.
Michael Furman profile photo

PlayVox

  • Expand the gift card options so that companies like ours who employ team members around the world can offer more options. Most of the cards offered are US based businesses only.
  • Allow for mass updating (i.e. ability to deactivate multiple team members at once). We are very seasonal and ramp down quickly so this feature would be awesome.
Tonya Kinney profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

PlayVox

PlayVox 9.0
Based on 1 answer
It's an excellent tool that makes our support team better and happier. PlayVox support is also extremely responsive and helpful.
Sarah Holdgrafer profile photo

Usability

8x8 Contact Center

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

PlayVox

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

PlayVox

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

PlayVox

We liked the UI of Maestro, but it lacked several of the additional features provided by PlayVox (esp. the social elements, recognition, coaching collaboration, and karma points). Also, PlayVox support has been amazing. They've actually implemented several feature requests we had, and worked closely with us to develop the best experience on this platform. Maestro support was not nearly as responsive.
Sarah Holdgrafer profile photo

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.
No photo available

PlayVox

  • Allows agents to review and ask questions within the platform, which provides a more efficient flow of communication. Reduces agent downtime
  • Is a unified platform which allows the QC monitor to access all parts of the interaction, from the ticket details to the recording.
Tonya Kinney profile photo

Pricing Details

8x8 Contact Center

General

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

PlayVox

General

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

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