What users are saying about
Top Rated
71 Ratings
19 Ratings
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Score 7.2 out of 101
Top Rated
71 Ratings
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Score 6.9 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Tenfold

If there are situations where a customer is hard to reach, Tenfold allows easy pushing forward of reminders.In a high volume call system, it provides the ability to focus on your productivity and let Tenfold worry about the call logging, scheduling, and general call management on a day by day basis.
Ricky Fox profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.6
Tenfold
Agent dashboard
8x8 Contact Center
7.4
Tenfold
Validate callers
8x8 Contact Center
7.9
Tenfold
Outbound response
8x8 Contact Center
7.4
Tenfold
Call forwarding
8x8 Contact Center
7.5
Tenfold
Click-to-call (CTC)
8x8 Contact Center
7.8
Tenfold
Warm transfer
8x8 Contact Center
7.6
Tenfold
Predictive dialing
8x8 Contact Center
6.9
Tenfold
Interactive voice response
8x8 Contact Center
7.0
Tenfold
REST APIs
8x8 Contact Center
8.2
Tenfold
Call scripts
8x8 Contact Center
7.2
Tenfold
Call tracking
8x8 Contact Center
8.0
Tenfold
Multichannel integration
8x8 Contact Center
7.9
Tenfold
CRM software integration
8x8 Contact Center
8.5
Tenfold

Workforce Optimization (WFO)

8x8 Contact Center
7.7
Tenfold
Inbound call routing
8x8 Contact Center
8.3
Tenfold
Omnichannel inbound routing
8x8 Contact Center
7.7
Tenfold
Recording
8x8 Contact Center
8.0
Tenfold
Quality management
8x8 Contact Center
8.2
Tenfold
Call analytics
8x8 Contact Center
7.7
Tenfold
Historical reporting
8x8 Contact Center
7.6
Tenfold
Live reporting
8x8 Contact Center
9.0
Tenfold
Customer surveys
8x8 Contact Center
5.5
Tenfold

Pros

8x8 Contact Center

  • Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
  • Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
  • Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.
No photo available

Tenfold

  • Integrates very well with Salesforce, our CRM software. As we disposition calls, the notes automatically generate on my customer's accounts, saving me valuable steps in documentation.
  • Call metrics gathered in Tenfold are used for measuring productivity across all of the sales team. Reporting is done through Salesforce, once again speaking volumes of the integration capabilities.
  • The clarity and consistency of quality of calls are outstanding! Very little delay, static or feedback.
Linda Brann profile photo

Cons

8x8 Contact Center

  • Calling internal vs external
  • Trans IDs are only made live for 2 weeks
  • Does not let the customers type in the extension for the 1 rep they wish to speak to
No photo available

Tenfold

  • There is no ability to customize the popup. It is stuck in one place (bottom right) and can't be moved. Just adding something as simple as being able to move it up and down would make a world of a difference. I don't know how many times the popup got in the way of other information I was trying to look at.
  • It would, of course, be a much better product if the popup were it's own app that could be docked anywhere on the screen. Tying the popup to Chrome really keeps this software from being the best it could be.
  • There are no skins, color options, customize options, or anything like that for the popup window. There is nothing you can do to affect how it looks, what information is on it, and where it is docked. Solve those three issues, and you have an amazing tool that is flexible and personable.
Joel Brache profile photo

Usability

8x8 Contact Center

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

Tenfold

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 5.1
Based on 2 answers
I like the tool, but there is still room for improvement by means of internal external calling, getting direct extensions, and a more user-friendly experience in terms of gathering analytics and transferring calls, etc. I do enjoy the options to live monitor and whisper and join calls alongside reps.
No photo available

Tenfold

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 has a more modular pricing structure that worked better for our organization. While some users require full PBX and Contact Center, others didn't require all the bells and whistles. 8x8 allowed us to pick and choose the features we needed based on the need of our users.
Danny Fuentes profile photo

Tenfold

In fairness, this product was rolled out to our entire team, and therefore I have not used other (similar) call tracking software. That said, I have been very pleased with all of the features it does offer, and would be reluctant to change products based on the successes in productivity we've experienced with Tenfold. If anything, we would hope to continue to see improvements in this product, rather than switching to something else
No photo available

Return on Investment

8x8 Contact Center

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo

Tenfold

  • It definitely has helped keep me organized to best help my customers and get them to make purchases because I already know what is going on when they call.
  • I am sure that I have been able to sell more than the cost of what Tenfold is for me so that is great!
  • It is a great tool to keep track of customers needs and then you can flip that into taking care of the customer and getting the sale.
Tanner Meyerhoffer profile photo

Screenshots

Pricing Details

8x8 Contact Center

General

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

Tenfold

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional

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