What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Avaya

88 Ratings
Score 8 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Avaya

I don't know of any in the communications system environments where secure, efficient and robust telecommunications are needed where Avaya would not be well suited. Where Avaya towers above their rivals are in a volume of calls and data processed and interconnectivity between points across the globe. It is very well suited for large educational institutions, hospitals, businesses and international organizations of all types. These systems would also be very useful in government operations.
Alfred Brock profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Avaya
Agent dashboard
8x8 Virtual Contact Center
8.0
Avaya
Validate callers
8x8 Virtual Contact Center
9.0
Avaya
Outbound response
8x8 Virtual Contact Center
10.0
Avaya
Call forwarding
8x8 Virtual Contact Center
10.0
Avaya
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Avaya
Warm transfer
8x8 Virtual Contact Center
9.0
Avaya
Predictive dialing
8x8 Virtual Contact Center
8.0
Avaya
Interactive voice response
8x8 Virtual Contact Center
8.0
Avaya
Call scripts
8x8 Virtual Contact Center
9.0
Avaya
Call tracking
8x8 Virtual Contact Center
9.0
Avaya

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Avaya
Inbound call routing
8x8 Virtual Contact Center
10.0
Avaya
Recording
8x8 Virtual Contact Center
9.0
Avaya
Quality management
8x8 Virtual Contact Center
9.0
Avaya
Call analytics
8x8 Virtual Contact Center
8.0
Avaya
Historical reporting
8x8 Virtual Contact Center
7.5
Avaya
Live reporting
8x8 Virtual Contact Center
9.0
Avaya

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • Contact center solutions are very feature rich allowing several channels of communications to customers.
  • Redundancy configurations, high availability, and virtualization make it a very robust and secure voice platform.
  • With centralised licensing, proactive voice quality monitoring, and extended diagnostic features, it’s easy to keep everything running smoothly in your mid-market company.
  • You can [use] the UC system that works for you with up to 50% less memory required to grow your communication network with your business. There are plenty of rich APIs available to integrate with your system too, so you can design the strategy your business needs.
Juan Vlieg profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • Support for resellers should improve. Cisco is much better in comparison.
No photo available

Likelihood to Renew

No score
No answers yet
No answers on this topic
Avaya10.0
Based on 11 answers
Avaya continues to be a leader in innovation in the voice arena. Avaya solutions constantly provide new and cutting age technology and new features that are fun to deploy and use.
Michael Goston profile photo

Usability

No score
No answers yet
No answers on this topic
Avaya8.2
Based on 5 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand profile photo

Support

No score
No answers yet
No answers on this topic
Avaya9.0
Based on 1 answer
The tech support that I have received has been outstanding. My only complaint is at times the support is hard to understand due to offshore technicians.
No photo available

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Easy interoperability with other vendors. With Cisco it's not possible.
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Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • Avaya has been a very good investment for our company. We are still working with the same Avaya Voice System for over the past 10 years. We are looking forward to finally being able to upgrade our phone system in the near future.
Helen Hironimus profile photo

Pricing Details

8x8 Virtual Contact Center

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

Avaya

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details