8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Oracle Contact On Demand

6 Ratings
Score 6.1 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.
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Oracle Contact On Demand

Medium to large companies with multiple departments (i.e. Sales, Marketing, Call Center, etc.)
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Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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.
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  • Helps with finding the right answers quickly
  • We are able to see how satisfied our customers are
  • Solution library is helpful
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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
  • It could be more intuitive
  • Font and colors are monotonous
  • Not clear for beginner users
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Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
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No answers on this topic

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.
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  • Concise reports
  • Clear commnication
  • Priorities are clear
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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

Oracle Contact On Demand

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