What users are saying about
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119 Ratings
10 Ratings

8x8 Contact Center

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119 Ratings
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Score 7.8 out of 100
10 Ratings
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Score 9.3 out of 100

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.
Kelly Disera | TrustRadius Reviewer

PlayVox

PlayVox is extremely easy to use. Completely user friendly for both the person doing the evaluations and the person receiving the evaluation.
Chrissie Nelms | TrustRadius Reviewer

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.
Michael Furman | TrustRadius Reviewer

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.
Shauna Stermer | TrustRadius Reviewer

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.
Chris Nguyen | TrustRadius Reviewer

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.
Sarah Holdgrafer | TrustRadius Reviewer

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 | TrustRadius Reviewer

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.
Chris Bugg | TrustRadius Reviewer

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.
Chrissie Nelms | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

PlayVox

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.
Shauna Stermer | TrustRadius Reviewer

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.
Jeffrey Bryan | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Return 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.
Christina K | TrustRadius Reviewer

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.
Michael Jacobson | TrustRadius Reviewer

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
PlayVox
9.3

Likelihood to Renew

8x8 Contact Center
PlayVox
9.0

Usability

8x8 Contact Center
8.0
PlayVox
10.0

Support Rating

8x8 Contact Center
7.0
PlayVox
8.2

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