What users are saying about
8x8 Contact Center
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Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 177 reviews and ratings
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 6.8 out of 100
Based on 9 reviews and ratings
Feature Set Ratings
- 8x8 Contact Center ranks higher in 1 feature set: Workforce Optimization (WFO)
- Ytel ranks higher in 1 feature set: Contact Center Software
Contact Center Software
7.4
8x8 Contact Center
74%
8.0
Ytel
80%
Ytel ranks higher in 10/13 features
Ytel ranks higher in 10/13 features
Agent dashboard
8.0
80%
69 Ratings
8.1
81%
2 Ratings
Validate callers
7.0
70%
62 Ratings
7.8
78%
2 Ratings
Outbound response
8.3
83%
59 Ratings
8.0
80%
1 Rating
Call forwarding
7.8
78%
77 Ratings
8.0
80%
1 Rating
Click-to-call (CTC)
6.6
66%
41 Ratings
8.0
80%
1 Rating
Warm transfer
8.3
83%
71 Ratings
7.9
79%
2 Ratings
Predictive dialing
6.6
66%
28 Ratings
8.1
81%
2 Ratings
Interactive voice response
7.6
76%
41 Ratings
8.0
80%
1 Rating
REST APIs
7.2
72%
25 Ratings
8.0
80%
1 Rating
Call scripts
7.6
76%
40 Ratings
8.1
81%
2 Ratings
Call tracking
6.9
69%
67 Ratings
8.1
81%
2 Ratings
Multichannel integration
8.4
84%
37 Ratings
8.0
80%
1 Rating
CRM software integration
6.2
62%
36 Ratings
8.0
80%
1 Rating
Workforce Optimization (WFO)
8.2
8x8 Contact Center
82%
8.1
Ytel
81%
8x8 Contact Center ranks higher in 5/9 features
8x8 Contact Center ranks higher in 5/9 features
Inbound call routing
8.6
86%
64 Ratings
8.1
81%
2 Ratings
Omnichannel inbound routing
9.1
91%
32 Ratings
8.0
80%
1 Rating
Recording
8.1
81%
62 Ratings
8.1
81%
2 Ratings
Quality management
7.3
73%
60 Ratings
8.1
81%
2 Ratings
Call analytics
7.8
78%
63 Ratings
8.1
81%
2 Ratings
Historical reporting
8.2
82%
57 Ratings
8.1
81%
2 Ratings
Live reporting
9.0
90%
1 Rating
8.1
81%
2 Ratings
Customer surveys
7.6
76%
27 Ratings
8.0
80%
1 Rating
Customer interaction analytics
N/A
0 Ratings
8.0
80%
1 Rating
Attribute Ratings
- Ytel is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend
7.9
8x8 Contact Center
79%
84 Ratings
8.0
Ytel
80%
2 Ratings
Likelihood to Renew
9.1
8x8 Contact Center
91%
1 Rating
Ytel
N/A
0 Ratings
Usability
8.1
8x8 Contact Center
81%
16 Ratings
Ytel
N/A
0 Ratings
Support Rating
6.4
8x8 Contact Center
64%
73 Ratings
10.0
Ytel
100%
2 Ratings
Implementation Rating
9.1
8x8 Contact Center
91%
1 Rating
Ytel
N/A
0 Ratings
Contract Terms and Pricing Model
7.3
8x8 Contact Center
73%
1 Rating
Ytel
N/A
0 Ratings
Likelihood to Recommend
8x8 Contact Center
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.
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Ytel
Ytel is perfect for creating engagement workflows and improving the customer experience by getting scalable calling capability in a few simple steps by accessing communications quickly and easily. It is a platform that offers the ease of communicating with potential clients effectively through voice and SMS, amplifying the participation of clients in a dynamic way with total security.
Human Resources Director
Madrid ActivaGovernment Administration, 1-10 employees
Pros
8x8 Contact Center
- 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.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
Ytel
- Ytel is very user friendly.
- Ytel keeps track of my employees time and makes sure their time is productive.
- Ytel has EXCELLENT customer support.
Project Coordinator
US Alert SecuritySecurity & Investigations, 11-50 employees
Cons
8x8 Contact Center
- 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.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesYtel
- Ytel is a contact center software that makes it easy to connect with our customers from anywhere, saving waiting time and money on travel. It is an intelligent and fun way to communicate with our customers safely and immediately. It's a commercial telephone system that leaves as results committed agents and satisfied customers and is a complete tool that offers excellent and flexible features.
Human Resources Director
Madrid ActivaGovernment Administration, 1-10 employees
Pricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—8x8 Contact Center Editions & Modules
—
Additional Pricing Details
—Ytel
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$1 per month
Ytel Editions & Modules
Edition
Local | $1.001 |
---|---|
Toll Free | $2.001 |
Short Code | $500.001 |
- per month
Additional Pricing Details
—Usability
8x8 Contact Center
8x8 Contact Center 8.1
Based on 16 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!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Ytel
No score
No answers yet
No answers on this topic
Support Rating
8x8 Contact Center
8x8 Contact Center 6.4
Based on 73 answers
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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
Ytel
Ytel 10.0
Based on 2 answers
Support is always available via chat or telephone. Support staff is very knowledgeable and helpful. In the 8 years that we have used Ytel, I have never had a bad support experience. Top-notch customer service!!!
Project Coordinator
US Alert SecuritySecurity & Investigations, 11-50 employees
Implementation Rating
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Ytel
No score
No answers yet
No answers on this topic
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.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
Ytel
Ytel, in addition to being intelligent, flexible, and highly collaborative, provides a quality service but is very easy to use. A real-time communications software that allows you to interact by phone or SMS using a web-based workflow with two-way messaging, securely adding and editing contacts with customizable fields using various communication strategies.
Human Resources Director
Madrid ActivaGovernment Administration, 1-10 employees
Contract Terms and Pricing Model
8x8 Contact Center
8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
VP Business Development
MSP NetworkTelecommunications, 1-10 employees
Ytel
No score
No answers yet
No answers on this topic
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
Ytel
- Forces my employees to be more productive.
- Data management is simplified.
- Ytel is very affordable.
Project Coordinator
US Alert SecuritySecurity & Investigations, 11-50 employees