What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Vantage Point

1 Ratings
Score 9 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

Vantage Point

It's well suited when you have a lot of knowledge about what you want to accomplish, or if you have an unusual queueing system. It's very flexible software. It's not well suited if you want an easy out of the box system where you don't have to become the expert. They include 2 training seats in the price, and it's very reasonable, but you will have to dig in while in that training.
Luke Ferrel profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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
  • Queue by queue predictions
  • Visibility into availability
  • Projected responsiveness based on availability
  • Schedule optimization
Luke Ferrel 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
  • It's really ugly. Looks like it was built in 1990 and the UI hasn't been updated since.
Luke Ferrel profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
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.
Bryan Simms profile photo
  • Huge impact on staffing. 10% saving based on better utilization of agents.
  • More frequent SLA attainment.
Luke Ferrel 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

Vantage Point

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