8x8 Contact Center vs. Verint Workforce Engagement (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.5 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Verint Workforce Engagement (discontinued)
Score 6.9 out of 10
N/A
Verint Workforce Engagement (formerly Workforce Optimization) was a suite of software, combines workforce management capabilities and analytics. The suite included Verint Knowledge Management, Verint Automated Quality Management (for agent improvement), and speech analytics capabilities. The product is discontinued.N/A
Pricing
8x8 Contact CenterVerint Workforce Engagement (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterVerint Workforce Engagement (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterVerint Workforce Engagement (discontinued)
Top Pros
Top Cons
Features
8x8 Contact CenterVerint Workforce Engagement (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.9
131 Ratings
19% below category average
Verint Workforce Engagement (discontinued)
-
Ratings
Agent dashboard7.8116 Ratings00 Ratings
Validate callers6.9105 Ratings00 Ratings
Outbound response8.0102 Ratings00 Ratings
Call forwarding8.0119 Ratings00 Ratings
Click-to-call (CTC)5.577 Ratings00 Ratings
Warm transfer8.0115 Ratings00 Ratings
Predictive dialing7.953 Ratings00 Ratings
Interactive voice response7.169 Ratings00 Ratings
REST APIs7.541 Ratings00 Ratings
Call scripts7.469 Ratings00 Ratings
Call tracking6.9115 Ratings00 Ratings
Multichannel integration4.567 Ratings00 Ratings
CRM software integration4.459 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.8
122 Ratings
6% below category average
Verint Workforce Engagement (discontinued)
-
Ratings
Inbound call routing7.8111 Ratings00 Ratings
Omnichannel inbound routing8.161 Ratings00 Ratings
Recording8.0108 Ratings00 Ratings
Quality management7.7108 Ratings00 Ratings
Call analytics7.5108 Ratings00 Ratings
Historical reporting7.3100 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.157 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterVerint Workforce Engagement (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Zoom Contact Center
Zoom Contact Center
Score 9.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterVerint Workforce Engagement (discontinued)
Likelihood to Recommend
7.7
(135 ratings)
8.5
(11 ratings)
Likelihood to Renew
7.6
(6 ratings)
7.2
(8 ratings)
Usability
8.3
(21 ratings)
8.0
(1 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
3.4
(52 ratings)
9.0
(1 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.4
(4 ratings)
8.0
(1 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
8x8 Contact CenterVerint Workforce Engagement (discontinued)
Likelihood to Recommend
8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review
Verint
On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
Read full review
Pros
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Read full review
Verint
  • Blended forecasting – shift variety.
  • Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
  • Automated task scheduling - educated planning.
  • We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
  • Scorecard reporting –Visibility over performance.
  • Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
Read full review
Cons
8x8, Inc.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Read full review
Verint
  • I think the system needs better documentation, hard to find all the features and where to configure things
  • I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
  • Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
Read full review
Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
Read full review
Verint
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
Read full review
Usability
8x8, Inc.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Read full review
Verint
Because its great
Read full review
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
Read full review
Verint
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
Read full review
Verint
No answers on this topic
Support Rating
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Read full review
Verint
Because its excellent tool
Read full review
In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
Read full review
Verint
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
Read full review
Verint
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
Read full review
Verint
I do not have any key insights regarding implementation of Verint
Read full review
Alternatives Considered
8x8, Inc.
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Read full review
Verint
Nice - a little more costly than Verint. Qfiniti - no comparison - Verint is so much more!! Automony Aspect We selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
Read full review
Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
Read full review
Verint
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
Read full review
Verint
No answers on this topic
Return on Investment
8x8, Inc.
  • 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.
Read full review
Verint
  • The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
  • User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
  • The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.
Read full review
ScreenShots