What users are saying about
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Top Rated
177 Ratings
9 Ratings

8x8 Contact Center

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Top Rated
177 Ratings
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Score 7.7 out of 100
9 Ratings
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Score 6.8 out of 100

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

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

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.
Amye Roberson | TrustRadius Reviewer

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.
Mariolis Ferrer | TrustRadius Reviewer

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.
Gary Savage | TrustRadius Reviewer

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.
Tammy Gutierrez | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Ytel

  • 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.
Mariolis Ferrer | TrustRadius Reviewer

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
  1. 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!!
Kelly Disera | TrustRadius Reviewer

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.
Chris Nguyen | TrustRadius Reviewer

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!!!
Tammy Gutierrez | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

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.
Chris Bugg | TrustRadius Reviewer

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.
Mariolis Ferrer | TrustRadius Reviewer

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.
Keith Simpson | TrustRadius Reviewer

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.
Michael Furman | TrustRadius Reviewer

Ytel

  • Forces my employees to be more productive.
  • Data management is simplified.
  • Ytel is very affordable.
Tammy Gutierrez | TrustRadius Reviewer

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