What users are saying about
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52 Ratings
3 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
3 Ratings
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Score 4 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

Vantage Point

It's great if you have a small contact center and are very comfortable with Vantage Point's coding, and you don't use Macs. Outside of that it can be a pretty tough platform to use. If you are running a large contact center or anything that will change much, I wouldn't recommend Vantage Point
Luke Ferrel | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Vantage Point
Agent dashboard
8x8 Contact Center
7.3
Vantage Point
Validate callers
8x8 Contact Center
6.6
Vantage Point
Outbound response
8x8 Contact Center
6.1
Vantage Point
Call forwarding
8x8 Contact Center
7.2
Vantage Point
Click-to-call (CTC)
8x8 Contact Center
6.3
Vantage Point
Warm transfer
8x8 Contact Center
7.0
Vantage Point
Predictive dialing
8x8 Contact Center
5.3
Vantage Point
Interactive voice response
8x8 Contact Center
6.1
Vantage Point
REST APIs
8x8 Contact Center
5.0
Vantage Point
Call scripts
8x8 Contact Center
5.1
Vantage Point
Call tracking
8x8 Contact Center
7.2
Vantage Point
Multichannel integration
8x8 Contact Center
5.5
Vantage Point
CRM software integration
8x8 Contact Center
5.0
Vantage Point

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Vantage Point
Inbound call routing
8x8 Contact Center
8.1
Vantage Point
Omnichannel inbound routing
8x8 Contact Center
7.3
Vantage Point
Recording
8x8 Contact Center
7.9
Vantage Point
Quality management
8x8 Contact Center
6.9
Vantage Point
Call analytics
8x8 Contact Center
7.4
Vantage Point
Historical reporting
8x8 Contact Center
6.7
Vantage Point
Live reporting
8x8 Contact Center
9.0
Vantage Point
Customer surveys
8x8 Contact Center
6.8
Vantage Point

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

Vantage Point

  • Queue by queue predictions
  • Visibility into availability
  • Projected responsiveness based on availability
  • Schedule optimization
Luke Ferrel | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

Vantage Point

  • Customer support/success - We didn't get any support from them after implementation.
  • Not Mac compatible - They said they had a way you could VPN in, but it didn't work.
  • The programming required is complex. It's not clear if this is meant as a DIY or if you should send things in to be programmed. We were told to send things in, but wouldn't hear back for extended periods of time.
Luke Ferrel | TrustRadius Reviewer

Usability

8x8 Contact Center

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

Vantage Point

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Vantage Point

Vantage Point 1.0
Based on 1 answer
We didn't have a clear operating agreement, and whenever we would call or email them they would tell us they were working on something, then we wouldn't hear back. We could have solved the problems ourselves if we had known we needed to - poor communication
Luke Ferrel | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

Vantage Point

We picked Vantage Point based on functionality and price. We wanted something that was purely wfm and not anything else. Vantage Point has an a la carte solution and is very economical. In some ways, the failure of Vantage Point for our application wasn't Vantage Point's fault. We didn't dedicate as many resources as needed. That said, we didn't feel we got any support from their team
Luke Ferrel | 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

Vantage Point

  • Huge impact on staffing. 10% saving based on better utilization of agents.
  • More frequent SLA attainment.
Luke Ferrel | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Vantage Point

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Vantage Point
3.0

Usability

8x8 Contact Center
8.2
Vantage Point

Support Rating

8x8 Contact Center
5.5
Vantage Point
1.0

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