What users are saying about
17 Ratings
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Score 7.5 out of 101
6 Ratings
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Score 7.4 out of 101

Likelihood to Recommend

8x8 Contact Center

In general I would describe 8x8 VCC as functional. Everything works but requires more effort than expected. One important thing to note is that we utilize both the 8x8 VCC and the 8x8 Soft phone. I definitely recommend exploring a different soft phone. I definitely recommend finding a different virtual phone solution.
No photo available

Teleopti WFM

It is perfect for a call center where your main needs are forecasting, real-time management and alignment of different workqueues into a seamless whole. I would not recommend it for call centers with many different shifts or schedules as the PTO management suite is lacking in features for keeping all of that straight
Clinton Verley profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

8x8 Contact Center

  • Scalability of Services
  • Reliability
  • Technical Support
No photo available

Teleopti WFM

  • Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
  • Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
  • User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
  • The installation and onboarding process was pretty smooth considering other launches we've had.
Clinton Verley profile photo

Cons

8x8 Contact Center

  • IVR Script Editing Across multiple Tenants
No photo available

Teleopti WFM

  • Compliance monitoring through our Zeacom phone system has been a difficulty. For the years we've had it, we've still had challenges in getting that functionality to work as intended.
  • User interface is somewhat intuitive, but could use an update for more intuitive placement and features.
  • The companion app has some updates issues that could use addressing.
No photo available

Usability

8x8 Contact Center

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

Teleopti WFM

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

Teleopti WFM

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

Teleopti WFM

We selected Teleopti because we knew shift bids would be one of our top priorities and it came highly recommended in that space. We also were hoping for more advanced PTO management features but that is not a deal breaker for us thankfully. We had demos from all the major WFM software companies and Teleopti impressed us with its ability to seamlessly combine all features of WFM management into an easy to use package. The other companies had many of the same features or better, but their overall presentation just didn't impress.
Clinton Verley profile photo

Return on Investment

8x8 Contact Center

  • In 2008 8x8 was implemented as a Quick Fix to a Telephony / Call Center Solution, 8x8-VO/VCC Provided a Positive ROI because of the following reasons
  • Implementation turn around
  • Cost effective
  • Met all requirements
  • Today 2019 we are using it across 4 Business Lines which includes 10 VO Auto Attendants and 15 VCC Call Center IVRs
No photo available

Teleopti WFM

  • Our team has saved a significant amount of time by managing schedules in Teleopti
  • It also frees up our workforce manager so they don't have to manage shift swaps
No photo available

Pricing Details

8x8 Contact Center

General

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

Teleopti WFM

General

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

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