8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

ContactWorld for Sales and Marketing

2 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

ContactWorld for Sales and Marketing

It is well suited for any Salesforce deployment. It may be worth considering looking at Salesforce's own Lightning tool if you are looking to adopt a brand new dialling solution where you have not had one to date. This is a brand new development and part of Salesforce's disruptive approach to some previous markets where products for CTI and CPQ etc. were established from other vendors.
Simon Whight profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
ContactWorld for Sales and Marketing
Inbound call routing
8x8 Virtual Contact Center
10.0
ContactWorld for Sales and Marketing
Recording
8x8 Virtual Contact Center
9.0
ContactWorld for Sales and Marketing
Quality management
8x8 Virtual Contact Center
9.0
ContactWorld for Sales and Marketing
Call analytics
8x8 Virtual Contact Center
8.0
ContactWorld for Sales and Marketing
Historical reporting
8x8 Virtual Contact Center
7.5
ContactWorld for Sales and Marketing
Live reporting
8x8 Virtual Contact Center
9.0
ContactWorld for Sales and Marketing

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
  • For a mature app on Salesforce, it is refreshingly free of baggage.
  • They've got some good key partnerships with some other app providers, namely Sumo - who provide gamification and videoboarding.
  • A much lighter and easier to configure product than our previous one.
Simon Whight 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
  • It does create a lot of records as part of its process. If you face data limit struggles, you should perform a risk analysis on the average amount of records created per month.
  • While it is integrated well in some respects, I don't like the way notes embed as visualforce elements on the Task. This stuff needs to be at the fingertip for agents on the phone, not a click away.
Simon Whight profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
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.
Simon Whight profile photo

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
  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight 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

ContactWorld for Sales and Marketing

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