What users are saying about
8x8 Contact Center
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119 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 119 reviews and ratings
10 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 9.3 out of 100
Based on 10 reviews and ratings
Likelihood to Recommend
8x8 Contact Center
8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
PlayVox
PlayVox is extremely easy to use. Completely user friendly for both the person doing the evaluations and the person receiving the evaluation.
Contact Center Manager
Rush OrderConsumer Electronics, 51-200 employees
Feature Rating Comparison
Contact Center Software
8x8 Contact Center
7.5
PlayVox
—
Agent dashboard
8x8 Contact Center
7.7
PlayVox
—
Validate callers
8x8 Contact Center
8.1
PlayVox
—
Outbound response
8x8 Contact Center
7.6
PlayVox
—
Call forwarding
8x8 Contact Center
8.3
PlayVox
—
Click-to-call (CTC)
8x8 Contact Center
7.1
PlayVox
—
Warm transfer
8x8 Contact Center
8.2
PlayVox
—
Predictive dialing
8x8 Contact Center
7.1
PlayVox
—
Interactive voice response
8x8 Contact Center
8.4
PlayVox
—
REST APIs
8x8 Contact Center
5.8
PlayVox
—
Call scripts
8x8 Contact Center
8.2
PlayVox
—
Call tracking
8x8 Contact Center
7.8
PlayVox
—
Multichannel integration
8x8 Contact Center
6.7
PlayVox
—
CRM software integration
8x8 Contact Center
6.1
PlayVox
—
Workforce Optimization (WFO)
8x8 Contact Center
8.1
PlayVox
—
Inbound call routing
8x8 Contact Center
8.5
PlayVox
—
Omnichannel inbound routing
8x8 Contact Center
7.9
PlayVox
—
Recording
8x8 Contact Center
8.3
PlayVox
—
Quality management
8x8 Contact Center
7.7
PlayVox
—
Call analytics
8x8 Contact Center
8.1
PlayVox
—
Historical reporting
8x8 Contact Center
7.2
PlayVox
—
Live reporting
8x8 Contact Center
9.0
PlayVox
—
Customer surveys
8x8 Contact Center
7.9
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
PlayVox
- PlayVox allows the employee to interact with one another in a fun way by allowing for different channels to be used for specific groups, talents, and other items. This lets agents be creative and interact in fun ways!
- The ability to deliver results of calls, Quality goals, and coachings lets the agents know where they stand in the company so that they can focus on what needs to be improved, while also letting the agent see what he or she is doing right!
- Real-time postings lets you reply in a chat format for immediate post to a group or groups to address an issue at hand or something that may be up and coming.
Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees
Cons
8x8 Contact Center
- The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
- Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
PlayVox
- The UI is not quite as intuitive as it might be. It took some time to understand where to access specific functions and what each function was specifically for (we wrote an internal guide to help our leads and agents use it effectively)
- We are about to implement for our sales team as well, which will use PlayVox a bit differently than our support team - more focused on coachings and less focused on evaluating specific interactions. It would be great to have separate teams like this clearly delineated within a single PlayVox instance, but still allow support and sales agents to interact and recognize each other in the community section.
- As an admin, it would be great to change views so I could see what users at the agent level see.
Manager of Self-Service and Content
ShipStationInternet, 51-200 employees
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.
Manager of Self-Service and Content
ShipStationInternet, 51-200 employees
Usability
8x8 Contact Center
8x8 Contact Center 8.0
Based on 16 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
PlayVox
PlayVox 10.0
Based on 1 answer
PlayVox is so user friendly for both the person creating the platform and the agents using the platform to read their reviews, look at training documents and turning in their karma points.
Contact Center Manager
Rush OrderConsumer Electronics, 51-200 employees
Support Rating
8x8 Contact Center
8x8 Contact Center 7.0
Based on 50 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.

Verified User
General Manager in Corporate
Health, Wellness and Fitness Company, 1-10 employeesPlayVox
PlayVox 8.2
Based on 3 answers
I gave this rating because we never really have any issues with the program. Team Managers, Chat Assists and others are there for assistance if something should go wrong, but reaching out to the PlayVox support is something I have never experienced. I have never seen it crash, nor have any issues that required me to contact support for assistance.
Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees
Alternatives Considered
8x8 Contact Center
8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Sr. Contracts Manager
Fortna Inc.Logistics & Supply Chain, 201-500 employees
PlayVox
PlayVox is one of the leaders in the industry. It has lots of good reviews on different sources. PlayVox is nearly the first tool that appears on the first page when you Google "tool for service quality assurance". We needed a tool that would be easy to use and not only for the QA team or Contact Center supervisors but also for the agents.

Verified User
Manager in Product Management
Writing and Editing Company, 51-200 employeesReturn on Investment
8x8 Contact Center
- The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
- A negative impact is how short the phone warranty is.
- A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Office Manager
Blanchard & Thomas, LLPLaw Practice, 1-10 employees
PlayVox
- PlayVox has allowed us to centralize ALL quality assurance across ALL departments.
- PlayVox has allowed our entire QA team the opportunity to work remotely instead of in-office.
Manager E-Services
Step Up For StudentsNon-Profit Organization Management, 201-500 employees
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