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Top Rated
156 Ratings

8x8 Contact Center

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Top Rated
156 Ratings
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Score 7.5 out of 100
54 Ratings
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Score 5.5 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.5
Agent dashboard
8x8 Contact Center
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
3.0
Validate callers
8x8 Contact Center
6.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.7
Outbound response
8x8 Contact Center
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
3.0
Call forwarding
8x8 Contact Center
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
5.3
Click-to-call (CTC)
8x8 Contact Center
6.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Warm transfer
8x8 Contact Center
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.7
Predictive dialing
8x8 Contact Center
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
8x8 Contact Center
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
5.0
REST APIs
8x8 Contact Center
6.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call scripts
8x8 Contact Center
7.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
8x8 Contact Center
6.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
2.0
Multichannel integration
8x8 Contact Center
7.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
8x8 Contact Center
6.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
7.6
Inbound call routing
8x8 Contact Center
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Omnichannel inbound routing
8x8 Contact Center
8.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
8x8 Contact Center
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Quality management
8x8 Contact Center
6.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.7
Call analytics
8x8 Contact Center
6.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Historical reporting
8x8 Contact Center
6.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Live reporting
8x8 Contact Center
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Customer surveys
8x8 Contact Center
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
8x8 Contact Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 15 answers
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!!
Kelly Disera | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 6.9
Based on 67 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

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.
Chris Bugg | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce.Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
Simon Whight | TrustRadius Reviewer

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 | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool
Richard Kersten | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

8x8 Contact Center Editions & Modules

Additional Pricing Details

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Editions & Modules

Edition
EssentialsContact sales team1
SelectContact sales team1
ExpressContact sales team1
PremiumContact sales team1
  1. Contact sales team
Additional Pricing Details

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
4.7

Usability

8x8 Contact Center
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

8x8 Contact Center
6.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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