What users are saying about
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Top Rated
177 Ratings
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Top Rated
244 Ratings

8x8 Contact Center

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Top Rated
177 Ratings
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Score 7.7 out of 100

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

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

    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

    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.
    Amye Roberson | TrustRadius Reviewer

    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.
    ahmed saleh | TrustRadius Reviewer

    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.
    Gary Savage | TrustRadius Reviewer

    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.
    abdelfatah Ahmed | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Playvox

    • 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
    Anonymous | TrustRadius Reviewer

    Pricing 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
    PERVEAZ AMJAD | TrustRadius Reviewer

    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!!
    Kelly Disera | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Reliability 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
    mohammed abbas | TrustRadius Reviewer

    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
    mohammed abbas | TrustRadius Reviewer

    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.
    Chris Nguyen | TrustRadius Reviewer

    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.
    Chrissie Nelms | TrustRadius Reviewer

    Implementation Rating

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 1 answer
    It was extremely easy
    Amye Roberson | TrustRadius Reviewer

    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.
    PERVEAZ AMJAD | TrustRadius Reviewer

    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.
    Chris Bugg | TrustRadius Reviewer

    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.
    Ali Nabil | TrustRadius Reviewer

    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.
    Keith Simpson | TrustRadius Reviewer

    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
    mohammed abbas | TrustRadius Reviewer

    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.
    Michael Furman | TrustRadius Reviewer

    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[.]
    muhammed taha | TrustRadius Reviewer

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