What users are saying about
Top Rated
71 Ratings
17 Ratings
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Score 7.5 out of 101
Top Rated
71 Ratings
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Score 7.1 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

I would recommend Tenfold to any company with CRM or account management software. Being able to manage future appointments and to document it all in one step will increase efficiency.
Linda Brann profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Tenfold
Inbound call routing
8x8 Contact Center
8.6
Tenfold
Omnichannel inbound routing
8x8 Contact Center
7.7
Tenfold
Recording
8x8 Contact Center
8.2
Tenfold
Quality management
8x8 Contact Center
8.5
Tenfold
Call analytics
8x8 Contact Center
7.8
Tenfold
Historical reporting
8x8 Contact Center
7.8
Tenfold
Live reporting
8x8 Contact Center
9.0
Tenfold
Customer surveys
8x8 Contact Center
5.5
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 profile photo

Tenfold

  • "Click-To-Dial' feature is a huge time saver.
  • Integration into (CRM) Salesforce prevents duplication of work.
  • Tracking and monitoring of all calls, allows quick analysis of team and individual productivity.
No photo available

Cons

8x8 Contact Center

  • Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.
Michael Furman profile photo

Tenfold

  • Sometimes we have issues with call notes not specifically logging to our CRM, but other than that it's not really an issue
Kevin Dwyer 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 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

Tenfold

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.
No photo available

Tenfold

I haven't used any other programs outside of Tenfold and to be quite honest - why would I go somewhere else. The service that Tenfold has offered has been flawless
No photo available

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.
No photo available

Tenfold

  • Able to track calls and return them.
  • You can set reminders to call.
Vanessa Alonso 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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