What users are saying about

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90 Ratings

8x8 Virtual Contact Center

6 Ratings
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Score 7.6 out of 101

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90 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.1 out of 101

Add comparison

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

Fuze

Fuze is very well suited for audio/video conferencing where attendees are spread around the globe. It is the best suited for enterprise where people have to jump from one call to another one after that other. In which case you can just add that person to an ongoing call. It is less appropriate for business that are bases locally and very appropriate for businesses that are spread around the country and in the North American continent.
Jigar Patel profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Cloud PBX

8x8 Virtual Contact Center
Fuze
6.9
Hosted PBX
8x8 Virtual Contact Center
Fuze
7.6
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Contact Center
Fuze
7.4
User templates
8x8 Virtual Contact Center
Fuze
6.2
Call reports
8x8 Virtual Contact Center
Fuze
6.4
Directory of employee names
8x8 Virtual Contact Center
Fuze
6.8

Call Management

8x8 Virtual Contact Center
Fuze
7.3
Answering rules
8x8 Virtual Contact Center
Fuze
7.3
Call recording
8x8 Virtual Contact Center
Fuze
7.5
Call park
8x8 Virtual Contact Center
Fuze
7.5
Message alerts
8x8 Virtual Contact Center
Fuze
7.0

VoIP system collaboration

8x8 Virtual Contact Center
Fuze
7.9
Video conferencing
8x8 Virtual Contact Center
Fuze
7.6
Audio conferencing
8x8 Virtual Contact Center
Fuze
8.2

Mobile apps

8x8 Virtual Contact Center
Fuze
7.7
Mobile app for iOS
8x8 Virtual Contact Center
Fuze
7.7
Mobile app for Android
8x8 Virtual Contact Center
Fuze
7.8

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 interface is very intuitive and I'm able to setup a call quickly with the people I need to contact.
  • Call quality has been especially good for me as long I have a stable internet connection.
  • It honestly feels like a real traditional phone, but the difference here is that it's in my laptop. I'm able to do everything that I need on the go when needed.
Kainer Yu 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
  • Inability to transfer ownership or search other numbers recordings. Sometimes I'll take calls in different rooms and I'm unable to pull those calls.
  • Issues with audio quality.
  • Quality of support - took me over 24 hours to get in touch with a rep for a specific question.
No photo available

Likelihood to Renew

No score
No answers yet
No answers on this topic
Fuze7.1
Based on 9 answers
We have had some challenges with support from Fuze for some of the call center monitoring technologies. Improvements are being made, however there is a degree of disappointment.
Jeffrey White profile photo

Usability

No score
No answers yet
No answers on this topic
Fuze6.5
Based on 4 answers
Fuze was built with the end-user in mind. It was built to have a common interface on mobile and desktop. Fuze Web is new, and it also has the exact same interface as the desktop and mobile, and they are still working on the ability to make phone calls from the browser itself, currently it can do meetings just fine. Everything about Fuze was built with the end-user in mind.
D. SKye Hodges profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Fuze9.1
Based on 1 answer
Because the people who designed Fuze were Data-center people, they thought of availability first, there really isn't any excuse for telephony downtime, and they certainly do well with this. There has never been a total outage, just a few features sometimes have been offline while Fuze moves the service to other servers, NEVER calling, sometimes chat or physical phones (which can be fixed by rebooting them). The uptime on the Fuze systems is basically: Always up, always available.
D. SKye Hodges profile photo

Performance

No score
No answers yet
No answers on this topic
Fuze9.1
Based on 1 answer
Since Fuze runs across multiple devices and platforms they really strived to make a lightweight interface that is optimized for phone calls, chat, and collaboration. The web client loads fast, the chat is always up-to-date, phone calls arrive on-time. The desktop client is the most feature rich and basically it just adds desktop sharing functionality as well as VoIP for calling, and the mobile client doesn't consume a lot of battery, and it stays running to get phone calls, chats, and can do meetings over Wifi, Cellular Data, or Cellular voice.
D. SKye Hodges profile photo

Support

No score
No answers yet
No answers on this topic
Fuze6.3
Based on 47 answers
Slow response to ticket submissions, Support often needed prodding to get answers sometimes needing to talk to higher level. Some features just require contacting support which causes additional delays and frustration. Answers from support are mismatched. One CSR will give a working solution while another would say it's not possible.
No photo available

In-Person Training

No score
No answers yet
No answers on this topic
Fuze9.1
Based on 1 answer
At many of our sites with more than 50 users, Fuze sent someone onsite to train. This worked surprisingly well, as the trainer allowed the users to set the pace and answered TONS of questions. Fuze has a very streamlined training process, their staff is very professional, very knowledgeable and very engaging.
D. SKye Hodges profile photo

Online Training

No score
No answers yet
No answers on this topic
Fuze9.1
Based on 1 answer
Fuze has vast amounts of training videos and guides on how to use its products and services. There are literally endless-hours of training and I often point end-users to a particular video which addresses the specific needs of the user, for example: how to check voicemail. Or, how to share your desktop, etc.
D. SKye Hodges profile photo

Implementation

No score
No answers yet
No answers on this topic
Fuze7.8
Based on 46 answers
The implementation happened kind of smoothly, we relied on a few employees from Fuze that were on-site helping to implement the application in the company, we had people from our team working extra hours to make sure everything would happen without major problems and we counted on these employees from Fuze to help us.
No photo available

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Cisco is a much better product for reliability and support, however, it requires far more resources in-house to support the platform. Fuze, however, requires very few internal resources to support a large number of employees.
No photo available

Scalability

No score
No answers yet
No answers on this topic
Fuze9.1
Based on 1 answer
Fuze does have scalability limits but most of that is how many end-points they can put on a virtual PBX, or VCX as they call them, I THINK its limit is somewhere between 2,000 and 5,000, but we've not had issues with that because we have put users into various VCXs some by location, some by department or function. Either way, we have 7,000 currently deployed, and are going to end up with over 15,000 when we are done, Fuze is VERY scalable.
D. SKye Hodges 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
  • Eased remote management of calls.
  • Allows for remote locations to have communication via soft phone.
  • Messaging capabilities allow entire team to more easily communicate.
No photo available

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

Fuze

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

Fuze More Information