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

Presence Inbound

Screen recording and call monitoring are great features and on the other hand, workforce management solutions would be avery nice to have. Also scripting is very easy to use and configuring a campaign script takes only [a few] minutes depending on how complex the script is of course.
Axel Alejandro Alcocer Medellin profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Presence Inbound

  • Real time reporting
  • Historical Reports
  • Supervisor interface
Axel Alejandro Alcocer Medellin profile photo

Cons

8x8 Contact Center

  • Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users.
  • Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.
No photo available

Presence Inbound

  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
Axel Alejandro Alcocer Medellin profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Presence Inbound

Presence Inbound 9.0
Based on 1 answer
Price. Easy to use. Support.
Axel Alejandro Alcocer Medellin profile photo

Usability

8x8 Contact Center

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

Presence Inbound

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

Presence Inbound

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.
No photo available

Presence Inbound

I didn't participate in the acquisition at the beginning but I know some other platforms and after using presence what I like better is the real time reporting, the agent's easy to use interface, the option of sending communications to all of users in a very easy way, the options that supervisors get from their interface and the easy to configure scripting where you can have a campaign configure in minutes.
Axel Alejandro Alcocer Medellin 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

Presence Inbound

  • Very well, we have gone from having 15 workstations to having 350 in 1 year so far.
  • In our sales presentations, Presence is one of our major strengths.
Axel Alejandro Alcocer Medellin profile photo

Pricing Details

8x8 Contact Center

General

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

Presence Inbound

General

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

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