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Top Rated
240 Ratings

8x8 Contact Center

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Top Rated
240 Ratings
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Score 7.9 out of 100
56 Ratings
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Score 7.2 out of 100

Feature Set Ratings

  • 8x8 Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.5

8x8 Contact Center

75%
6.0

Vonage Contact Center for Salesforce

60%
8x8 Contact Center ranks higher in 7/13 features

Agent dashboard

8.1
81%
91 Ratings
3.0
30%
2 Ratings

Validate callers

7.0
70%
82 Ratings
8.0
80%
3 Ratings

Outbound response

8.5
85%
77 Ratings
3.0
30%
2 Ratings

Call forwarding

7.8
78%
97 Ratings
3.2
32%
3 Ratings

Click-to-call (CTC)

6.7
67%
58 Ratings
7.1
71%
4 Ratings

Warm transfer

8.4
84%
92 Ratings
5.1
51%
4 Ratings

Predictive dialing

6.7
67%
43 Ratings
9.0
90%
1 Rating

Interactive voice response

7.6
76%
57 Ratings
5.0
50%
3 Ratings

REST APIs

8.3
83%
35 Ratings
8.0
80%
2 Ratings

Call scripts

7.6
76%
51 Ratings
8.0
80%
1 Rating

Call tracking

7.0
70%
88 Ratings
2.0
20%
3 Ratings

Multichannel integration

8.3
83%
52 Ratings
10.0
100%
1 Rating

CRM software integration

6.0
60%
47 Ratings
7.1
71%
4 Ratings

Workforce Optimization (WFO)

8.3

8x8 Contact Center

83%
6.5

Vonage Contact Center for Salesforce

65%
8x8 Contact Center ranks higher in 6/9 features

Inbound call routing

8.7
87%
85 Ratings
7.1
71%
3 Ratings

Omnichannel inbound routing

9.0
90%
48 Ratings
10.0
100%
2 Ratings

Recording

8.2
82%
83 Ratings
4.1
41%
4 Ratings

Quality management

7.3
73%
81 Ratings
5.1
51%
3 Ratings

Call analytics

7.9
79%
84 Ratings
4.1
41%
3 Ratings

Historical reporting

8.3
83%
78 Ratings
4.1
41%
4 Ratings

Live reporting

9.0
90%
1 Rating
4.1
41%
4 Ratings

Customer surveys

7.8
78%
42 Ratings
10.0
100%
2 Ratings

Customer interaction analytics

N/A
0 Ratings
10.0
100%
2 Ratings

Attribute Ratings

  • 8x8 Contact Center is rated higher in 1 area: Likelihood to Recommend
  • Vonage Contact Center for Salesforce is rated higher in 1 area: Support Rating

Likelihood to Recommend

7.9

8x8 Contact Center

79%
106 Ratings
2.2

Vonage Contact Center for Salesforce

22%
6 Ratings

Likelihood to Renew

8.3

8x8 Contact Center

83%
5 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Usability

8.6

8x8 Contact Center

86%
18 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Availability

9.1

8x8 Contact Center

91%
2 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Performance

9.1

8x8 Contact Center

91%
2 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Support Rating

6.4

8x8 Contact Center

64%
75 Ratings
10.0

Vonage Contact Center for Salesforce

100%
1 Rating

In-Person Training

9.1

8x8 Contact Center

91%
1 Rating

Vonage Contact Center for Salesforce

N/A
0 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
3 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Configurability

9.1

8x8 Contact Center

91%
2 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Vonage Contact Center for Salesforce

N/A
0 Ratings

Ease of integration

8.6

8x8 Contact Center

86%
2 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Product Scalability

9.1

8x8 Contact Center

91%
2 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

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

Vonage

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
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

Vonage

  • 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.
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

Vonage

  • 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
Read full review

Pricing Details

8x8 Contact Center

Starting Price

Editions & Modules

8x8 Contact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    View Pricing

    Vonage Contact Center for Salesforce

    Starting Price

    $0 Contact sales team

    Editions & Modules

    Vonage Contact Center for Salesforce editions and modules pricing
    EditionModules
    EssentialsContact sales team1
    SelectContact sales team2
    ExpressContact sales team3
    PremiumContact sales team4

    Footnotes

    1. Contact sales team
    2. Contact sales team
    3. Contact sales team
    4. Contact sales team

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    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

    Vonage

    No answers on this topic

    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

    Vonage

    No answers on this topic

    Reliability and Availability

    8x8, Inc.

    The only issue I have ran across was on getting the updated new version
    Read full review

    Vonage

    No answers on this topic

    Performance

    8x8, Inc.

    Yes everything loads quickly and its ready for use
    Read full review

    Vonage

    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

    Vonage

    I have personally not used their support, but I hear from our admin that it is good.
    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

    Vonage

    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

    Vonage

    No answers on this topic

    Implementation Rating

    8x8, Inc.

    It was extremely easy
    Read full review

    Vonage

    No answers on this topic

    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

    Vonage

    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.
    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

    Vonage

    No answers on this topic

    Scalability

    8x8, Inc.

    It was implemented across the board in the company and has worked perfectly
    Read full review

    Vonage

    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

    Vonage

    • 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
    Read full review

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