What users are saying about
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89 Ratings
5 Ratings

8x8 Contact Center

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89 Ratings
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Score 7.5 out of 100
5 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

8x8 Contact Center

I am an Allstate Exclusive Agent and I use 8x8 VOIP for my company and all my employees. I don't know to many companies who can fix most user-caused errors or errors due to ignorance of the product on the first call usually, but they can. Secondly, they are capable to view your screens and assist you with solutions on the same call to help you see how to fix and then implement the fix for all users. Speed in my business is essential and they get it done fast. 8x8 Contact Center is rock solid.
Chris Bugg | TrustRadius Reviewer

Twilio Flex

Contact centers. Not suited well for basic Uc users.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.6
Twilio Flex
8.0
Agent dashboard
8x8 Contact Center
7.2
Twilio Flex
8.0
Validate callers
8x8 Contact Center
7.7
Twilio Flex
8.0
Outbound response
8x8 Contact Center
6.9
Twilio Flex
8.0
Call forwarding
8x8 Contact Center
7.8
Twilio Flex
8.0
Click-to-call (CTC)
8x8 Contact Center
6.8
Twilio Flex
Warm transfer
8x8 Contact Center
7.6
Twilio Flex
8.0
Predictive dialing
8x8 Contact Center
6.1
Twilio Flex
Interactive voice response
8x8 Contact Center
6.6
Twilio Flex
8.0
REST APIs
8x8 Contact Center
5.2
Twilio Flex
8.0
Call scripts
8x8 Contact Center
5.9
Twilio Flex
8.0
Call tracking
8x8 Contact Center
7.3
Twilio Flex
8.0
Multichannel integration
8x8 Contact Center
5.9
Twilio Flex
8.0
CRM software integration
8x8 Contact Center
5.4
Twilio Flex
8.0

Workforce Optimization (WFO)

8x8 Contact Center
7.6
Twilio Flex
Inbound call routing
8x8 Contact Center
8.1
Twilio Flex
Omnichannel inbound routing
8x8 Contact Center
7.6
Twilio Flex
Recording
8x8 Contact Center
7.9
Twilio Flex
Quality management
8x8 Contact Center
7.1
Twilio Flex
Call analytics
8x8 Contact Center
7.7
Twilio Flex
Historical reporting
8x8 Contact Center
6.4
Twilio Flex
Live reporting
8x8 Contact Center
9.0
Twilio Flex
Customer surveys
8x8 Contact Center
7.4
Twilio Flex

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

Twilio Flex

  • Customizable.
  • Great interface.
  • Integrations.
Anonymous | 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

Twilio Flex

  • Basic in nature.
  • Isn’t one “knock your socks off” feature.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 7.8
Based on 9 answers
It is basically pretty easy to use. I haven't really tried poking around in more of the features. I do plan on doing so though. I think there is more to 8x8 than what I think. I will probably do some research into more of the things I might be able to do with it.
Anonymous | TrustRadius Reviewer

Twilio Flex

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.5
Based on 43 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

Twilio Flex

Twilio Flex 1.0
Based on 1 answer
I don’t use Twillio support specifically
Anonymous | TrustRadius Reviewer

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

Twilio Flex

It’s more basic but has some great flexibility.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • Transitioning to the 8x8 system from our old hybrid PBX system isn't slated to save us money directly since the systems cost about the same per month. Where we expect to get ROI is the expanded functionality, like post-call surveys & CRM integration, and also from the prospect of removing redundant services like GTM as the X2 license seat for 8x8 includes a 100-attendee video meeting room for each user with a license.
Eric Payne | TrustRadius Reviewer

Twilio Flex

  • The customer gets to assigned an agent quicker.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Twilio Flex

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.8
Twilio Flex
8.0

Usability

8x8 Contact Center
7.8
Twilio Flex

Support Rating

8x8 Contact Center
7.5
Twilio Flex
1.0

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