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54 Ratings

8x8 Contact Center

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54 Ratings
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Score 7 out of 100
52 Ratings
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Score 8 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Agent dashboard
8x8 Contact Center
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
8x8 Contact Center
6.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
8x8 Contact Center
6.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
8x8 Contact Center
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7
Click-to-call (CTC)
8x8 Contact Center
6.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.8
Warm transfer
8x8 Contact Center
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
8x8 Contact Center
5.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
8x8 Contact Center
6.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
8x8 Contact Center
5.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
8x8 Contact Center
5.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
8x8 Contact Center
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
7.1
Multichannel integration
8x8 Contact Center
5.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
8x8 Contact Center
4.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.5
Inbound call routing
8x8 Contact Center
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
8x8 Contact Center
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
8x8 Contact Center
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
8x8 Contact Center
6.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
8x8 Contact Center
7.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
8x8 Contact Center
6.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
7.6
Live reporting
8x8 Contact Center
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
7.6
Customer surveys
8x8 Contact Center
6.8
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

  • 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
Anonymous | 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

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 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | 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 5.3
Based on 25 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

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

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.3

Usability

8x8 Contact Center
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

8x8 Contact Center
5.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Add comparison