What users are saying about
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Top Rated
239 Ratings
2 Ratings

8x8 Contact Center

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Top Rated
239 Ratings
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Score 7.8 out of 100
2 Ratings
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Score 7.3 out of 100

Feature Set Ratings

    Contact Center Software

    7.5

    8x8 Contact Center

    75%

    SpiceCSM

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

    Agent dashboard

    8.0
    80%
    91 Ratings
    N/A
    0 Ratings

    Validate callers

    7.0
    70%
    82 Ratings
    N/A
    0 Ratings

    Outbound response

    8.4
    84%
    77 Ratings
    N/A
    0 Ratings

    Call forwarding

    7.8
    78%
    97 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    6.6
    66%
    58 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.3
    83%
    92 Ratings
    N/A
    0 Ratings

    Predictive dialing

    6.6
    66%
    43 Ratings
    N/A
    0 Ratings

    Interactive voice response

    7.5
    75%
    57 Ratings
    N/A
    0 Ratings

    REST APIs

    8.3
    83%
    35 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    51 Ratings
    N/A
    0 Ratings

    Call tracking

    6.9
    69%
    88 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.3
    83%
    52 Ratings
    N/A
    0 Ratings

    CRM software integration

    6.0
    60%
    47 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.2

    8x8 Contact Center

    82%

    SpiceCSM

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

    Inbound call routing

    8.6
    86%
    85 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.0
    90%
    48 Ratings
    N/A
    0 Ratings

    Recording

    8.1
    81%
    83 Ratings
    N/A
    0 Ratings

    Quality management

    7.3
    73%
    81 Ratings
    N/A
    0 Ratings

    Call analytics

    7.8
    78%
    84 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    78 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    7.6
    76%
    42 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • 8x8 Contact Center is rated higher in 1 area: Likelihood to Recommend
    • SpiceCSM is rated higher in 2 areas: Usability, Support Rating

    Likelihood to Recommend

    7.9

    8x8 Contact Center

    79%
    106 Ratings
    7.3

    SpiceCSM

    73%
    2 Ratings

    Likelihood to Renew

    8.4

    8x8 Contact Center

    84%
    5 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Usability

    8.5

    8x8 Contact Center

    85%
    18 Ratings
    9.0

    SpiceCSM

    90%
    1 Rating

    Availability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Performance

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Support Rating

    6.3

    8x8 Contact Center

    63%
    75 Ratings
    9.0

    SpiceCSM

    90%
    1 Rating

    In-Person Training

    9.1

    8x8 Contact Center

    91%
    1 Rating

    SpiceCSM

    N/A
    0 Ratings

    Implementation Rating

    9.1

    8x8 Contact Center

    91%
    3 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Configurability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    7.3

    8x8 Contact Center

    73%
    1 Rating

    SpiceCSM

    N/A
    0 Ratings

    Ease of integration

    8.6

    8x8 Contact Center

    86%
    2 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Product Scalability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    SpiceCSM

    N/A
    0 Ratings

    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.
    Read full review

    SpiceCSM

    SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.
    Read full review

    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.
    Read full review

    SpiceCSM

    • Personalization
    • Segment Skills/Campaigns
    • Support for issues
    Read full review

    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.
    Read full review

    SpiceCSM

    • Reporting - Not very customizable
    • Managing Contact Dispositions (topics)
    • Analytics user interface
    Read full review

    Pricing Details

    8x8 Contact Center

    Starting Price

    Editions & Modules

    8x8 Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      View Pricing

      SpiceCSM

      Starting Price

      Editions & Modules

      SpiceCSM editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        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
        Read full review

        SpiceCSM

        No answers on this topic

        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!!
        Read full review

        SpiceCSM

        SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
        Read full review

        Reliability and Availability

        8x8, Inc.

        The only issue I have ran across was on getting the updated new version
        Read full review

        SpiceCSM

        No answers on this topic

        Performance

        8x8, Inc.

        Yes everything loads quickly and its ready for use
        Read full review

        SpiceCSM

        No answers on this topic

        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.
        Read full review

        SpiceCSM

        Someone is always available to assist or answer questions.
        Read full review

        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.
        Read full review

        SpiceCSM

        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
        Read full review

        SpiceCSM

        No answers on this topic

        Implementation Rating

        8x8, Inc.

        It was extremely easy
        Read full review

        SpiceCSM

        No answers on this topic

        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.
        Read full review

        SpiceCSM

        Salesforce and Zendesk. I like SpiceCSM better.
        Read full review

        Contract Terms and Pricing Model

        8x8, Inc.

        It is pretty much "Par for the course" with the options out there with other vendors.
        Read full review

        SpiceCSM

        No answers on this topic

        Scalability

        8x8, Inc.

        It was implemented across the board in the company and has worked perfectly
        Read full review

        SpiceCSM

        No answers on this topic

        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.
        Read full review

        SpiceCSM

        • Ability to analyze customer contact topic trends.
        • Ability to sort callers and filter them to certain phone lines based on customer account information.
        • Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space.
        Read full review

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