8x8 Contact Center vs Teleopti WFM

Likelihood to Recommend

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.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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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

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Clinton Verley

Senior Analyst, Operations

Aurora Health CareHospital & Health Care, 10,001+ employees

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Feature Rating Comparison

8x8 Contact Center

7.8

Teleopti WFM

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Agent dashboard

7.5

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Validate callers

7.6

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Outbound response

7.7

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Call forwarding

7.6

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Click-to-call (CTC)

7.7

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Warm transfer

7.6

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Predictive dialing

7.0

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Interactive voice response

7.1

—

REST APIs

8.2

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Call scripts

7.2

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Call tracking

8.5

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Multichannel integration

9.1

—

CRM software integration

8.5

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8x8 Contact Center

7.9

Teleopti WFM

—

Inbound call routing

8.5

—

Omnichannel inbound routing

7.7

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Recording

8.2

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Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

Pros

Scalability of Services
Reliability
Technical Support

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Verified User

Engineer in Information Technology

Human Resources Company, 10,001+ employees

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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.

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Clinton Verley

Senior Analyst, Operations

Aurora Health CareHospital & Health Care, 10,001+ employees

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Cons

IVR Script Editing Across multiple Tenants

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Verified User

Engineer in Information Technology

Human Resources Company, 10,001+ employees

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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.

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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Alternatives Considered

8x8 is much better than our previous vendor.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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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.

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Clinton Verley

Senior Analyst, Operations

Aurora Health CareHospital & Health Care, 10,001+ employees

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Return on Investment

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

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Verified User

Engineer in Information Technology

Human Resources Company, 10,001+ employees

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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

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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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