8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

ContactWorld for Salesforce

37 Ratings
Score 7 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.
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ContactWorld for Salesforce

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
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Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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
  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
No photo available

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 would be nice to have a groups area in ContactWorld, where we can put specific people into certain groups, similar to folders on a desktop.
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Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
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No answers on this topic

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
  • ContactWorld hasn't made a huge difference in our ROI, but it has sparked the interest of our sales reps to do more for each client they come in contact with.
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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 Salesforce

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