What users are saying about
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49 Ratings
Top Rated
71 Ratings

8x8 Contact Center

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49 Ratings
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Score 7.1 out of 100
Top Rated
71 Ratings
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Score 6.9 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.3
Tenfold
Agent dashboard
8x8 Contact Center
6.3
Tenfold
Validate callers
8x8 Contact Center
6.7
Tenfold
Outbound response
8x8 Contact Center
6.5
Tenfold
Call forwarding
8x8 Contact Center
7.2
Tenfold
Click-to-call (CTC)
8x8 Contact Center
6.7
Tenfold
Warm transfer
8x8 Contact Center
7.3
Tenfold
Predictive dialing
8x8 Contact Center
6.0
Tenfold
Interactive voice response
8x8 Contact Center
6.4
Tenfold
REST APIs
8x8 Contact Center
5.4
Tenfold
Call scripts
8x8 Contact Center
5.5
Tenfold
Call tracking
8x8 Contact Center
6.7
Tenfold
Multichannel integration
8x8 Contact Center
5.9
Tenfold
CRM software integration
8x8 Contact Center
5.3
Tenfold

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Tenfold
Inbound call routing
8x8 Contact Center
8.2
Tenfold
Omnichannel inbound routing
8x8 Contact Center
7.3
Tenfold
Recording
8x8 Contact Center
7.3
Tenfold
Quality management
8x8 Contact Center
6.9
Tenfold
Call analytics
8x8 Contact Center
7.3
Tenfold
Historical reporting
8x8 Contact Center
6.7
Tenfold
Live reporting
8x8 Contact Center
9.0
Tenfold
Customer surveys
8x8 Contact Center
7.1
Tenfold

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

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 | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The 8x8 Contact Center phone application sometimes seems slow to connect calls, but this could be due to users' cell phone functionality and/or a slow internet connection.
  • The 8x8 phone application answer button is somewhat small. Instead of being able to simply scroll up on my phone screen to answer a call, I first have to access a small circle on the phone screen and then scroll up in order to answer.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Tenfold

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 5.4
Based on 21 answers
When dealing with higher level support or our rep, support is better than I could ever hope! Low level support clearly has a script and can be a bit frustrating but in general VERY pleased with the level of support we receive
Jeremy Snider | TrustRadius Reviewer

Tenfold

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

We go back and forth on whether or not we have made the right decision. Both companies provide some really good functionality but if we weren't using NetSuite we would have gone elsewhere. That being said, 8x8 provides the best call center functionality but Contivio has much better NetSuite integration. Lots of room for a different vendor to come along and sway us to move to their solution.
Anonymous | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Tenfold
8.4

Usability

8x8 Contact Center
8.2
Tenfold

Support

8x8 Contact Center
5.4
Tenfold

Add comparison