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85 Ratings

8x8 Contact Center

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85 Ratings
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Score 7.5 out of 100
53 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is well suited for any small or mid-sized business. I cannot attest to how it would fare in a large operation. There are some quirks with retrieving voicemails. There seem to be a lot of redundancies (e.g. push X to listen to your messages, then press Y to select this group, then press X to listen to your messages). Seems like too many steps to me.
Anonymous | 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
6.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
8x8 Contact Center
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
8x8 Contact Center
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
8x8 Contact Center
6.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
8x8 Contact Center
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Click-to-call (CTC)
8x8 Contact Center
6.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
8x8 Contact Center
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
8x8 Contact Center
5.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
8x8 Contact Center
6.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
8x8 Contact Center
5.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
8x8 Contact Center
5.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
8x8 Contact Center
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.8
Multichannel integration
8x8 Contact Center
5.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
8x8 Contact Center
5.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.4

Workforce Optimization (WFO)

8x8 Contact Center
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7
Inbound call routing
8x8 Contact Center
8.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
8x8 Contact Center
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
8x8 Contact Center
7.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
8x8 Contact Center
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
8x8 Contact Center
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
8x8 Contact Center
6.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.5
Live reporting
8x8 Contact Center
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.5
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

  • 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

  • The Contact Center is not directly integrated with the Work (Virtual Office) system. Essentially the Contact Center forwards the calls to the Work extension for each Support rep. Then the call is actually answered from the Work app. This has caused some confusion and learning curves for the Support team as they need to use 2 systems\applications when doing all calls from the soft-phone interfaces. Getting Contact Center directly integrated with the Work app would increase ease of use dramatically.
Eric Payne | 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 7.5
Based on 6 answers
I gave it an 8 only because in order to use the Call Center system, you need to use another application first. Otherwise your calls won't actually come through or go out. If it weren't for this small detail, I would have rated it a 10. This definitely isn't a deal breaker for me just something that won't allow me to give it a perfect 10. Everything else is great though.
Anonymous | 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 7.5
Based on 40 answers
8x8 is a critical part of our business and when there have been issues, which fortunately is not often, it has been difficult to get an 8x8 support agent with the knowledge to solve our issue on the phone quickly. We expect the immediacy of phone support, not the tedium of slow to be responded to support by email.
Jeffrey Bryan | 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

RingCentral vs 8x8 - I specifically used RingCentral for two years before switching to 8x8. RingCentral has constant connection issues, call routing fails, and Queue call interruptions. We found callers were not getting through to us at all and were being sent to voicemail or had long wait times while our team was not even being notified there was a call in the Queue. Their customer service was a waste of time and you'd be better attempting to resolve the issue yourself than wait on the phone with a representative, just for them to transfer you to another representative and explain the situation again. Mitel - I reviewed Mitel and 8x8 when we decided to leave 8x8. Mitel was a very close runner up. The deciding factor was we had had conversations with 8x8 in the previous year and the impression the representative made with us was long-standing.
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

  • It is hard to say how 8x8 has directly influenced our ROI, but the convenience of transferring customer phone calls to their appropriate salesperson (for both our customers and our salespeople) has been huge.
  • It is also really handy/saves us time to dial an extension directly.
Molly Moore | 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
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6

Usability

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

Support Rating

8x8 Contact Center
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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