What users are saying about
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119 Ratings
9 Ratings

8x8 Contact Center

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119 Ratings
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Score 7.8 out of 100
9 Ratings
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Score 5.8 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

Teleopti WFM

Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.5
Teleopti WFM
Agent dashboard
8x8 Contact Center
7.7
Teleopti WFM
Validate callers
8x8 Contact Center
8.1
Teleopti WFM
Outbound response
8x8 Contact Center
7.6
Teleopti WFM
Call forwarding
8x8 Contact Center
8.3
Teleopti WFM
Click-to-call (CTC)
8x8 Contact Center
7.1
Teleopti WFM
Warm transfer
8x8 Contact Center
8.2
Teleopti WFM
Predictive dialing
8x8 Contact Center
7.1
Teleopti WFM
Interactive voice response
8x8 Contact Center
8.3
Teleopti WFM
REST APIs
8x8 Contact Center
5.8
Teleopti WFM
Call scripts
8x8 Contact Center
8.2
Teleopti WFM
Call tracking
8x8 Contact Center
7.7
Teleopti WFM
Multichannel integration
8x8 Contact Center
6.7
Teleopti WFM
CRM software integration
8x8 Contact Center
6.1
Teleopti WFM

Workforce Optimization (WFO)

8x8 Contact Center
8.1
Teleopti WFM
Inbound call routing
8x8 Contact Center
8.5
Teleopti WFM
Omnichannel inbound routing
8x8 Contact Center
7.9
Teleopti WFM
Recording
8x8 Contact Center
8.3
Teleopti WFM
Quality management
8x8 Contact Center
7.7
Teleopti WFM
Call analytics
8x8 Contact Center
8.1
Teleopti WFM
Historical reporting
8x8 Contact Center
7.2
Teleopti WFM
Live reporting
8x8 Contact Center
9.0
Teleopti WFM
Customer surveys
8x8 Contact Center
7.9
Teleopti WFM

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

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 | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

Teleopti WFM

  • Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
  • I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
Kayla Gillespie | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

Teleopti WFM

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 50 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

Teleopti WFM

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | TrustRadius Reviewer

Teleopti WFM

We previously used Wisdom WFM, but it didn't accomplish nearly as much as Teleopti WFM has for us.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
  • A negative impact is how short the phone warranty is.
  • A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Christina K | TrustRadius Reviewer

Teleopti WFM

  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
Clinton Verley | TrustRadius Reviewer

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
Teleopti WFM
7.7

Usability

8x8 Contact Center
8.0
Teleopti WFM

Support Rating

8x8 Contact Center
7.0
Teleopti WFM

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