8x8 Contact Center vs. SpiceCSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.7 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
SpiceCSM
Score 7.0 out of 10
N/A
SpiceCSM is a call center optimization suite from the New York company of the same name, featuring a Unified Desktop, a Data and Application Connector, analytics and process automation, and more.N/A
Pricing
8x8 Contact CenterSpiceCSM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterSpiceCSM
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
8x8 Contact CenterSpiceCSM
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.9
132 Ratings
19% below category average
SpiceCSM
-
Ratings
Agent dashboard7.8117 Ratings00 Ratings
Validate callers6.9105 Ratings00 Ratings
Outbound response8.0103 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 response7.170 Ratings00 Ratings
REST APIs7.441 Ratings00 Ratings
Call scripts7.470 Ratings00 Ratings
Call tracking6.9116 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
7.6
123 Ratings
8% below category average
SpiceCSM
-
Ratings
Inbound call routing7.7112 Ratings00 Ratings
Omnichannel inbound routing8.062 Ratings00 Ratings
Recording7.9109 Ratings00 Ratings
Quality management7.7109 Ratings00 Ratings
Call analytics7.5109 Ratings00 Ratings
Historical reporting7.3100 Ratings00 Ratings
Live reporting7.32 Ratings00 Ratings
Customer surveys7.057 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterSpiceCSM
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 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 CenterSpiceCSM
Likelihood to Recommend
7.7
(136 ratings)
7.0
(2 ratings)
Likelihood to Renew
7.5
(7 ratings)
-
(0 ratings)
Usability
8.2
(21 ratings)
9.0
(1 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
3.1
(52 ratings)
9.0
(1 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.4
(4 ratings)
-
(0 ratings)
Configurability
9.1
(2 ratings)
-
(0 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)
-
(0 ratings)
User Testimonials
8x8 Contact CenterSpiceCSM
Likelihood to Recommend
8x8, Inc.
Customer service/regular call center would be good places to implement this. It seems fairly user friendly & doesn't take too much to figure out the in's & out's of the system. Places that don't have IT staff or outsource all of their IT problems or questions would probably have some more difficulty with this because it can be a little complicated when it comes to specific attributes to 8x8 Contact Center such as installation/configuration, scripts, & queues.
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.
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
Read full review
SpiceCSM
  • Personalization
  • Segment Skills/Campaigns
  • Support for issues
Read full review
Cons
8x8, Inc.
  • With 2-party states, 8x8 does not give us an option to modify the recorded statement that alerts parties the call is being recorded. The one we could use tends to sound harsh to the second party, and tends to cause sales losses.
  • When they recently changed their admin panel UI, several things the old UI had available never made it across to the new platform.
Read full review
SpiceCSM
  • Reporting - Not very customizable
  • Managing Contact Dispositions (topics)
  • Analytics user interface
Read full review
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.
8x8 had better pricing for our needs. 8x8 offered the features we needed without extras we did not. The overall onboarding process as demoed was smoother and provided more confidence in the product.
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
ScreenShots