What users are saying about
11 Ratings
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Score 7.1 out of 101
1 Ratings
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Score 9 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

Vantage Point

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.
Luke Ferrel profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
8.0
Vantage Point
Agent dashboard
8x8 Contact Center
7.8
Vantage Point
Validate callers
8x8 Contact Center
7.9
Vantage Point
Outbound response
8x8 Contact Center
8.3
Vantage Point
Call forwarding
8x8 Contact Center
7.9
Vantage Point
Click-to-call (CTC)
8x8 Contact Center
8.0
Vantage Point
Warm transfer
8x8 Contact Center
7.6
Vantage Point
Predictive dialing
8x8 Contact Center
7.3
Vantage Point
Interactive voice response
8x8 Contact Center
7.1
Vantage Point
REST APIs
8x8 Contact Center
8.2
Vantage Point
Call scripts
8x8 Contact Center
7.2
Vantage Point
Call tracking
8x8 Contact Center
8.5
Vantage Point
Multichannel integration
8x8 Contact Center
9.1
Vantage Point
CRM software integration
8x8 Contact Center
8.5
Vantage Point

Workforce Optimization (WFO)

8x8 Contact Center
8.0
Vantage Point
Inbound call routing
8x8 Contact Center
8.8
Vantage Point
Omnichannel inbound routing
8x8 Contact Center
7.9
Vantage Point
Recording
8x8 Contact Center
8.4
Vantage Point
Quality management
8x8 Contact Center
8.8
Vantage Point
Call analytics
8x8 Contact Center
7.9
Vantage Point
Historical reporting
8x8 Contact Center
7.8
Vantage Point
Live reporting
8x8 Contact Center
9.0
Vantage Point
Customer surveys
8x8 Contact Center
5.5
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 profile photo

Vantage Point

  • Queue by queue predictions
  • Visibility into availability
  • Projected responsiveness based on availability
  • Schedule optimization
Luke Ferrel profile photo

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

Vantage Point

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

Alternatives Considered

8x8 Contact Center

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.
Michael Furman profile photo

Vantage Point

No answers on this topic

Return on Investment

8x8 Contact Center

  • 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.
Michael Furman profile photo

Vantage Point

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

Pricing Details

8x8 Contact Center

General

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

Vantage Point

General

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

Add comparison