What users are saying about
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.3 out of 101
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.8 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

Teleopti WFM

It is perfect for a call center where your main needs are forecasting, real-time management and alignment of different workqueues into a seamless whole. I would not recommend it for call centers with many different shifts or schedules as the PTO management suite is lacking in features for keeping all of that straight
Clinton Verley 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
  • Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
  • Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
  • User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
  • The installation and onboarding process was pretty smooth considering other launches we've had.
Clinton Verley 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
  • System uptime. We use their cloud solution and unfortunately there's been a number of outages.
  • PTO management, could use more features like waitlisting, time off canceling and offline management
Clinton Verley profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
We selected Teleopti because we knew shift bids would be one of our top priorities and it came highly recommended in that space. We also were hoping for more advanced PTO management features but that is not a deal breaker for us thankfully. We had demos from all the major WFM software companies and Teleopti impressed us with its ability to seamlessly combine all features of WFM management into an easy to use package. The other companies had many of the same features or better, but their overall presentation just didn't impress.
Clinton Verley 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
  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
Clinton Verley 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

8x8 Virtual Contact Center More Information

Teleopti WFM

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

Teleopti WFM More Information