What users are saying about
11 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.4 out of 101
5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 5 out of 101

Add comparison

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

Eclipse CMS

if your organization's work is developing software with JAVA, this is definitely one of the candidates to consider.
Yaron Lavi profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.3
Eclipse CMS
Inbound call routing
8x8 Virtual Contact Center
9.6
Eclipse CMS
Omnichannel inbound routing
8x8 Virtual Contact Center
9.1
Eclipse CMS
Recording
8x8 Virtual Contact Center
8.2
Eclipse CMS
Quality management
8x8 Virtual Contact Center
8.8
Eclipse CMS
Call analytics
8x8 Virtual Contact Center
8.1
Eclipse CMS
Historical reporting
8x8 Virtual Contact Center
7.8
Eclipse CMS
Live reporting
8x8 Virtual Contact Center
9.0
Eclipse CMS
Customer surveys
8x8 Virtual Contact Center
5.5
Eclipse CMS

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
  • It is the mainly used IDE for JAVA developers.
  • It has good integration with most source control software products like Perforce, GIT, RTC or even TFS.
  • Relatively nice user interface.
Yaron Lavi 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
  • The IDE is clunky, hard to get around.
  • Quite a steep learning curve.
Yaron Lavi 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
Yaron Lavi 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
  • It streamlined the development work.
  • Same training can be applied to all developers.
  • Relatively modern IDE that facilitates faster implementation times.
Yaron Lavi 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

Eclipse CMS

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

Eclipse CMS More Information