8x8 Contact Center vs. Playvox

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.5 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Playvox
Score 8.5 out of 10
N/A
Playvox, headquartered in Sunnyvale, California, offers their call center agent monitoring, coaching and QA platform, designed to motivate and improve the performance of call center agents and reps.N/A
Pricing
8x8 Contact CenterPlayvox
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterPlayvox
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterPlayvox
Considered Both Products
8x8 Contact Center

No answer on this topic

Playvox
Chose Playvox
We didn't evaluate many before finding Playvox. We checked out Bridge but while it was good for HR it wasn't as good for customer service. It didn't offer the services we love with Playvox like the reward system, evaluating email, chat etc.
Top Pros
Top Cons
Features
8x8 Contact CenterPlayvox
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.9
131 Ratings
19% below category average
Playvox
-
Ratings
Agent dashboard7.8116 Ratings00 Ratings
Validate callers6.9105 Ratings00 Ratings
Outbound response8.0102 Ratings00 Ratings
Call forwarding8.0119 Ratings00 Ratings
Click-to-call (CTC)5.577 Ratings00 Ratings
Warm transfer8.0115 Ratings00 Ratings
Predictive dialing7.953 Ratings00 Ratings
Interactive voice response7.169 Ratings00 Ratings
REST APIs7.541 Ratings00 Ratings
Call scripts7.469 Ratings00 Ratings
Call tracking6.9115 Ratings00 Ratings
Multichannel integration4.567 Ratings00 Ratings
CRM software integration4.459 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.8
122 Ratings
6% below category average
Playvox
-
Ratings
Inbound call routing7.8111 Ratings00 Ratings
Omnichannel inbound routing8.161 Ratings00 Ratings
Recording8.0108 Ratings00 Ratings
Quality management7.7108 Ratings00 Ratings
Call analytics7.5108 Ratings00 Ratings
Historical reporting7.3100 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.157 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterPlayvox
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Zoom Contact Center
Zoom Contact Center
Score 9.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterPlayvox
Likelihood to Recommend
7.7
(135 ratings)
8.8
(193 ratings)
Likelihood to Renew
7.7
(6 ratings)
8.5
(6 ratings)
Usability
8.3
(21 ratings)
7.7
(4 ratings)
Availability
9.1
(2 ratings)
9.1
(1 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
3.4
(52 ratings)
3.8
(5 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.4
(4 ratings)
8.5
(2 ratings)
Configurability
9.1
(2 ratings)
6.4
(1 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
6.4
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.1
(2 ratings)
Vendor pre-sale
-
(0 ratings)
9.0
(2 ratings)
User Testimonials
8x8 Contact CenterPlayvox
Likelihood to Recommend
8x8, Inc.
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.
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Playvox
Playvox is well suited to rate and track process adherence and work quality percentual. It is also great to document coaching and track advisors' development, as well as to do knowledge checks through quizzes. It is not so appropriate if you need to see the previous coachings made, since those cannot be opened when they finished.
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Pros
8x8, Inc.
  • 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.
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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.
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Cons
8x8, Inc.
  • 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.
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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
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Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
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Playvox
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
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Usability
8x8, Inc.
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!!
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Playvox
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.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Playvox
I don't think I've encountered software problems before
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Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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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
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Support Rating
8x8, Inc.
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.
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Playvox
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.
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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Playvox
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Playvox
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Playvox
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.
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Alternatives Considered
8x8, Inc.
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.
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Playvox
I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should be done, but nothing compared to the ease of using a Playvox.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Playvox
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Playvox
I think it is the best rating based on my experience
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Return on Investment
8x8, Inc.
  • 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.
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Playvox
  • Playvox directly impacts our Happiness ratings. From an average of 85% great ratings to 90% great ratings in a matter of 3-6 months.
  • Playvox impacts the number of responses our team has to send in order to find a solution for the customer. Dropping average replies to solution from 3 to 2.
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ScreenShots

Playvox Screenshots

Screenshot of Give your team real-time feedback and allow them to discuss evaluation results with our built-in collaboration messaging. Generate advanced reports based on agent evaluations. Quickly identify areas of improvement and add personalized agent dashboards to give them visibility of their results. Conduct quality calibrations, to measure and identify areas for improvement. Help your team deliver consistency in their QA evaluation process.Screenshot of Provide your customer service team with all the educational information they need and allow them to take courses and paths in the learning topics they want to improve on. Identify areas in which your agents need to be trained on, send them targeted learning courses and easily track their results. Review your team’s progress and evaluate their knowledge by creating quizzes and comprehension checks.Screenshot of Connect data, measure and consolidate your agents’ KPIs such as NPS, CSAT, AHT, among many others. Detect problems when they occur. Track team progress. Give visibility. Easily measure where your team members stand and identify the KPIs they need to improve on. Create dashboards for your team to view, customize your objectives and keep track of your teams’ progress.Screenshot of Customize your online store with rewards and gift cards for team members to exchange based on their results. Reward your team with Karma Points and allow them to redeem their points in your customized online store. Publicly recognize peer with badges, based on their quality results and performance. Access our social community wall where your team can exchange ideas, ask questions and share relevant information.Screenshot of Coach agents based on the identified customer service problems, as quality is achieved by driving continuous improvement. Create coaching sessions based on your team’s quality and performance results. Based on recurring customer service problems. Tailor all sessions to your needs. Create interactive coaching cards with goals and dates of achievement to easily organize and keep track of all your sessions.