What users are saying about
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121 Ratings
71 Ratings

8x8 Contact Center

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121 Ratings
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Score 7.8 out of 100
71 Ratings
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Score 6.8 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

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
7.5
Tenfold
Agent dashboard
8x8 Contact Center
7.7
Tenfold
Validate callers
8x8 Contact Center
8.1
Tenfold
Outbound response
8x8 Contact Center
7.7
Tenfold
Call forwarding
8x8 Contact Center
8.3
Tenfold
Click-to-call (CTC)
8x8 Contact Center
7.1
Tenfold
Warm transfer
8x8 Contact Center
8.3
Tenfold
Predictive dialing
8x8 Contact Center
7.1
Tenfold
Interactive voice response
8x8 Contact Center
8.4
Tenfold
REST APIs
8x8 Contact Center
5.8
Tenfold
Call scripts
8x8 Contact Center
8.2
Tenfold
Call tracking
8x8 Contact Center
7.8
Tenfold
Multichannel integration
8x8 Contact Center
6.7
Tenfold
CRM software integration
8x8 Contact Center
6.1
Tenfold

Workforce Optimization (WFO)

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

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 8.0
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

Tenfold

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

Tenfold

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

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

  • 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

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
8.1
Tenfold
8.4

Usability

8x8 Contact Center
8.0
Tenfold

Support Rating

8x8 Contact Center
7.0
Tenfold

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