What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Teleopti WFM

2 Ratings
Score 8.3 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

Teleopti WFM

Teleopti is great if you have a team of people that you are managing or trying to coordinate schedules between. It is great for organizations large and small.Maybe not so suited for personal calendar use
Kayla Gillespie profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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
  • Teleopti provides the ability to schedule meetings at the most optimal time with very little work from the end user. It prevents huge scheduling conflicts that may typically occur in other scheduling softwares.
  • Allows for flexible staffing that works with employee preferences and business needs. This is a system that remains fair and managable and that in itself is a rare feature.
  • The tool is color coded, very customizable, and most importantly easy to read and manipulate with drag and drop features.
Kayla 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
  • Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
  • I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
Kayla Gillespie profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
I have worked for other smaller companies that have just used excel sheets to manage scheduling and it was a complete mess. This is a complete and utter 180 in that scheduling is so simplified and creates/causes basically zero conflict among staff.
Kayla 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
  • Teleopti has increased the efficiency of our department and made scheduling more consistent for employees.
  • Our team has been able to adjust staffing levels to address business levels instead of hiring more staff and just being overstaffed unnecessarily.
Kayla Gillespie 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

Teleopti WFM

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