8x8 Contact Center vs Vantage Point

Likelihood to Recommend

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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It's well suited when you have a lot of knowledge about what you want to accomplish, or if you have an unusual queueing system. It's very flexible software. It's not well suited if you want an easy out of the box system where you don't have to become the expert. They include 2 training seats in the price, and it's very reasonable, but you will have to dig in while in that training.

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Luke Ferrel

Global Operations Manager, Analytics and Process Automation

QualtricsComputer Software, 1001-5000 employees

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Feature Rating Comparison

8x8 Contact Center

8.0

Vantage Point

—

Agent dashboard

7.8

—

Validate callers

7.9

—

Outbound response

8.3

—

Call forwarding

7.9

—

Click-to-call (CTC)

8.0

—

Warm transfer

7.6

—

Predictive dialing

7.3

—

Interactive voice response

7.1

—

REST APIs

8.2

—

Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

8.0

Vantage Point

—

Inbound call routing

8.8

—

Omnichannel inbound routing

7.9

—

Recording

8.4

—

Quality management

8.8

—

Call analytics

7.9

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

Pros

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Queue by queue predictions
Visibility into availability
Projected responsiveness based on availability
Schedule optimization

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Luke Ferrel

Global Operations Manager, Analytics and Process Automation

QualtricsComputer Software, 1001-5000 employees

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Cons

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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It's really ugly. Looks like it was built in 1990 and the UI hasn't been updated since.

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Luke Ferrel

Global Operations Manager, Analytics and Process Automation

QualtricsComputer Software, 1001-5000 employees

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Alternatives Considered

We vetted out a variety of companies when we began searching for a new vendor, many of them have the technology that would have fit our needs, but the relationship piece became the focal point for us as a company. We spent a lot of time with the players within 8X8 and developed a relationship that will allow us to feel comfortable that they will be there for us in our times of need. Whether it be a bump in the night or a change that needs some serious attention from their team, we feel that they are partnering in our success.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Return on Investment

The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Huge impact on staffing. 10% saving based on better utilization of agents.
More frequent SLA attainment.

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Luke Ferrel

Global Operations Manager, Analytics and Process Automation

QualtricsComputer Software, 1001-5000 employees

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