What users are saying about

8x8 Contact Center vs Presence Inbound

8x8 Contact Center
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Top Rated
178 Ratings
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Presence Inbound
1 Rating

8x8 Contact Center

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Top Rated
178 Ratings
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Score 7.7 out of 100

Based on 178 reviews and ratings

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Presence Inbound

1 Rating
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Score 8 out of 100

Based on 1 reviews and ratings

Feature Set Ratings

    Contact Center Software

    7.4

    8x8 Contact Center

    74%

    Presence Inbound

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 13/13 features
    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

    8.3
    83%
    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%

    Presence Inbound

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 8/8 features
    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 1 area: Likelihood to Renew
    • Presence Inbound is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.9

    8x8 Contact Center

    79%
    84 Ratings
    8.0

    Presence Inbound

    80%
    1 Rating

    Likelihood to Renew

    9.1

    8x8 Contact Center

    91%
    1 Rating
    9.0

    Presence Inbound

    90%
    1 Rating

    Usability

    8.1

    8x8 Contact Center

    81%
    16 Ratings

    Presence Inbound

    N/A
    0 Ratings

    Support Rating

    6.4

    8x8 Contact Center

    64%
    73 Ratings

    Presence Inbound

    N/A
    0 Ratings

    Implementation Rating

    9.1

    8x8 Contact Center

    91%
    1 Rating

    Presence Inbound

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    7.3

    8x8 Contact Center

    73%
    1 Rating

    Presence Inbound

    N/A
    0 Ratings

    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.

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    Amye Roberson | TrustRadius Reviewer
    Amye Roberson
    View all 84 answers on this topic

    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.

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

    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.

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    Gary Savage | TrustRadius Reviewer
    Gary Savage
    View all 84 answers on this topic

    Presence Inbound

    • Real time reporting
    • Historical Reports
    • Supervisor interface

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 84 answers on this topic

    Presence Inbound

    • Sound Alerts
    • Detail of who hangs up the call
    • Less expensive support

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

    Pricing Details

    8x8 Contact Center

    General

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

    Starting Price

    —

    Presence Inbound

    General

    Free Trial
    —
    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.

    Presence Inbound

    Presence Inbound 9.0
    Based on 1 answer
    Price. Easy to use. Support.

    Read full review

    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

    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!!

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    Kelly Disera | TrustRadius Reviewer
    Kelly Disera
    View all 16 answers on this topic

    Presence Inbound

    No score
    No answers yet
    No answers on this topic

    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.

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    Chris Nguyen | TrustRadius Reviewer
    Chris Nguyen
    View all 73 answers on this topic

    Presence Inbound

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 1 answer
    It was extremely easy

    Read full review

    Amye Roberson | TrustRadius Reviewer
    Amye Roberson
    View all 1 answers on this topic

    Presence Inbound

    No score
    No answers yet
    No answers on this topic

    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.

    Read full review

    Chris Bugg | TrustRadius Reviewer
    Chris Bugg
    View all 84 answers on this topic

    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.

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

    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.

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    Keith Simpson | TrustRadius Reviewer
    Keith Simpson
    View all 1 answers on this topic

    Presence Inbound

    No score
    No answers yet
    No answers on this topic

    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.

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    Michael Furman | TrustRadius Reviewer
    Michael Furman
    View all 84 answers on this topic

    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.

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

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