What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Nextiva Call Center

3 Ratings
Score 7.7 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

Nextiva Call Center

Nextiva is well suited for monitoring day-to-day employee performance; it accurately tracks who's signed in and for how long; it shows how many breaks are taken (and the numerous reasons why); it shows how long users stay on "unavailable" and also gives weekly breakdowns to make sure employees are in line with company performance metrics.
No photo available

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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
  • Call recordings are crystal clear
  • Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
  • User tracking helps us accurately measure availability and overall weekly performance.
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
  • The admin portal is cumbersome to use and times out too frequently.
  • The lack of an SMS feature hinders our ability to communicate as effectively as we'd like with our clientele.
  • The click-to-call feature inside of our CRM is finicky and often needs resetting.
No photo available

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.
No photo available

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
  • Nextiva has increased our employee phone coverage and availability by 27%
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

Nextiva Call Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details