What users are saying about
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52 Ratings
2 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
2 Ratings
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Score 3.2 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

XenCALL

XenCall is well suited for any company looking to make outbound calls to prospects more efficiently and effectively. It might not be appropriate for calls where you want to have a more quality conversation unless you stick with the 1 line dialer. Using multiple lines allows companies to hit many prospects in one day.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
XenCALL
Agent dashboard
8x8 Contact Center
7.3
XenCALL
Validate callers
8x8 Contact Center
6.6
XenCALL
Outbound response
8x8 Contact Center
6.1
XenCALL
Call forwarding
8x8 Contact Center
7.2
XenCALL
Click-to-call (CTC)
8x8 Contact Center
6.3
XenCALL
Warm transfer
8x8 Contact Center
7.0
XenCALL
Predictive dialing
8x8 Contact Center
5.3
XenCALL
Interactive voice response
8x8 Contact Center
6.1
XenCALL
REST APIs
8x8 Contact Center
5.0
XenCALL
Call scripts
8x8 Contact Center
5.1
XenCALL
Call tracking
8x8 Contact Center
7.2
XenCALL
Multichannel integration
8x8 Contact Center
5.5
XenCALL
CRM software integration
8x8 Contact Center
5.0
XenCALL

Workforce Optimization (WFO)

8x8 Contact Center
7.5
XenCALL
Inbound call routing
8x8 Contact Center
8.1
XenCALL
Omnichannel inbound routing
8x8 Contact Center
7.3
XenCALL
Recording
8x8 Contact Center
7.9
XenCALL
Quality management
8x8 Contact Center
6.9
XenCALL
Call analytics
8x8 Contact Center
7.4
XenCALL
Historical reporting
8x8 Contact Center
6.7
XenCALL
Live reporting
8x8 Contact Center
9.0
XenCALL
Customer surveys
8x8 Contact Center
6.8
XenCALL

Preview Dialer

8x8 Contact Center
XenCALL
7.2
Contact preview
8x8 Contact Center
XenCALL
7.0
Call notes & tags
8x8 Contact Center
XenCALL
6.6
Automatic call logging
8x8 Contact Center
XenCALL
8.0

Core Dialer

8x8 Contact Center
XenCALL
5.4
Outbound dialing
8x8 Contact Center
XenCALL
3.8
Inbound routing
8x8 Contact Center
XenCALL
4.5
Custom caller ID
8x8 Contact Center
XenCALL
3.0
Click-to-call
8x8 Contact Center
XenCALL
3.8
Dialer contact import
8x8 Contact Center
XenCALL
9.0
Campaign & list management
8x8 Contact Center
XenCALL
8.6

Call Follow-up and Quality Assurance

8x8 Contact Center
XenCALL
7.3
Follow-up calls
8x8 Contact Center
XenCALL
5.3
Dialer reporting & analytics
8x8 Contact Center
XenCALL
8.6
Dialer compliance
8x8 Contact Center
XenCALL
8.0

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

XenCALL

  • Call logging
  • Agent monitoring
  • Agent reporting
  • File organization
Tish Cator | 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

XenCALL

  • Poor user interface.
  • Clunky.
  • Extremely difficult to navigate and keep track of settings.
  • Poor customer service.
  • Poor design.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

XenCALL

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 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

XenCALL

No score
No answers yet
No answers on this topic

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

XenCALL

Vici dial - This was only a calling software and it stored notes, it did not have the exclusive reporting XenCALL has.
Tish Cator | 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

XenCALL

  • Negative ROI as I hired a cold caller and she could not even use it for 2 days.
  • Wasted hours of my time trying to figure it out and set it up, watched all the videos, read all the guides and it still didn't work.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Contact Center

General

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

XenCALL

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
XenCALL
3.2

Usability

8x8 Contact Center
8.2
XenCALL

Support Rating

8x8 Contact Center
5.5
XenCALL

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