8x8 Virtual Contact Center

6 Ratings
Score 7.5 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

Mattersight Predictive Behavioral Routing

Mattersight Predictive Behavioral Routing is best suited for sales type queues. It is more challenging (to cost justify) in care queues.
Brian Gillespie profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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
  • Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
  • Contains governors to minimize the impact on agents and customers during busy periods.
  • Ease of integration into our existing infrastructure.
  • Sales/support teams from Mattersight are fantastic.
Brian Gillespie 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
  • ISG could use more in depth reporting that is available on demand.
Josh Slater profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
Brian Gillespie 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
  • We have seen a decrease in our overall average handle time.
  • We have experienced some agent dissatisfaction as the less effective agents may receive less calls while the more effective agents receive more calls.
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

Mattersight Predictive Behavioral Routing

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Calculate the Impact of Predictive Behavioral Routing on Your Contact Center: https://www.mattersight.com/resources/benefit-calculator/

Mattersight Predictive Behavioral Routing More Information