11 Ratings
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Score 7.4 out of 101
1 Ratings
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Score 8 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

ContactWorld for Service

It is a great CTI for call center solution if you are going to work with Salesforce. But if you are using ContactWorld standalone, it definitely is not an ideal solution. Quite some features are not supported by the standalone version, such as post-call survey and follow up call reminder, etc.
Emily Sullivan profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.4
ContactWorld for Service
8.2
Agent dashboard
8x8 Virtual Contact Center
8.1
ContactWorld for Service
Validate callers
8x8 Virtual Contact Center
7.9
ContactWorld for Service
Outbound response
8x8 Virtual Contact Center
9.2
ContactWorld for Service
Call forwarding
8x8 Virtual Contact Center
9.0
ContactWorld for Service
Click-to-call (CTC)
8x8 Virtual Contact Center
8.4
ContactWorld for Service
10.0
Warm transfer
8x8 Virtual Contact Center
8.4
ContactWorld for Service
10.0
Predictive dialing
8x8 Virtual Contact Center
7.3
ContactWorld for Service
Interactive voice response
8x8 Virtual Contact Center
7.7
ContactWorld for Service
9.0
REST APIs
8x8 Virtual Contact Center
8.2
ContactWorld for Service
Call scripts
8x8 Virtual Contact Center
9.0
ContactWorld for Service
Call tracking
8x8 Virtual Contact Center
8.6
ContactWorld for Service
5.0
Multichannel integration
8x8 Virtual Contact Center
9.1
ContactWorld for Service
CRM software integration
8x8 Virtual Contact Center
8.5
ContactWorld for Service
7.0

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.3
ContactWorld for Service
4.7
Inbound call routing
8x8 Virtual Contact Center
9.6
ContactWorld for Service
Omnichannel inbound routing
8x8 Virtual Contact Center
9.1
ContactWorld for Service
Recording
8x8 Virtual Contact Center
8.2
ContactWorld for Service
10.0
Quality management
8x8 Virtual Contact Center
8.8
ContactWorld for Service
Call analytics
8x8 Virtual Contact Center
8.1
ContactWorld for Service
Historical reporting
8x8 Virtual Contact Center
7.8
ContactWorld for Service
2.0
Live reporting
8x8 Virtual Contact Center
9.0
ContactWorld for Service
2.0
Customer surveys
8x8 Virtual Contact Center
5.5
ContactWorld for Service

Pros

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman profile photo
  • Cloud-based, flexible DID set up, and works with Salesforce
  • Easy call flow design
  • Excellent customer service
  • Flexible tiers of licenses that work for our budget
Emily Sullivan 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
  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan profile photo

Alternatives Considered

We vetted out a variety of companies when we began searching for a new vendor, many of them have the technology that would have fit our needs, but the relationship piece became the focal point for us as a company. We spent a lot of time with the players within 8X8 and developed a relationship that will allow us to feel comfortable that they will be there for us in our times of need. Whether it be a bump in the night or a change that needs some serious attention from their team, we feel that they are partnering in our success.
Michael Furman profile photo
We were extremely particular in our requirements and budget that Contact world was really our only option.
Emily Sullivan 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
  • Its standalone functionality allowed us to launch our call center on time while we waited for Salesforce implementation.
  • Its applet workflow design allows us to operate our hours in a super flexible manner.
  • Our agents can work from anywhere.
Emily Sullivan 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

8x8 Virtual Contact Center More Information

ContactWorld for Service

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

ContactWorld for Service More Information