What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

XenCALL

1 Ratings
Score 8 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

XenCALL

Tracking for payroll is fantastic. We have eliminated a time clock because of XenCALL's accuracy in tracking clock in and out.
Tish Cator profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Preview Dialer

8x8 Virtual Contact Center
XenCALL
8.0
Call notes & tags
8x8 Virtual Contact Center
XenCALL
8.0

Core Dialer

8x8 Virtual Contact Center
XenCALL
10.0
Outbound dialing
8x8 Virtual Contact Center
XenCALL
10.0
Inbound routing
8x8 Virtual Contact Center
XenCALL
10.0
Click-to-call
8x8 Virtual Contact Center
XenCALL
10.0
Campaign & list management
8x8 Virtual Contact Center
XenCALL
10.0

Call Follow-up and Quality Assurance

8x8 Virtual Contact Center
XenCALL
8.0
Follow-up calls
8x8 Virtual Contact Center
XenCALL
6.0
Dialer reporting & analytics
8x8 Virtual Contact Center
XenCALL
10.0

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 logging
  • Agent monitoring
  • Agent reporting
  • File organization
Tish Cator 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
  • Agent reporting in terms of dropped call/lost phone number- always an issue
  • Dispatching boards - confirmation boards
  • System lagging when low amount of agents on system
Tish Cator profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Vici dial - This was only a calling software and it stored notes, it did not have the exclusive reporting XenCALL has.
Tish Cator 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
  • Lots of calls for new clients
  • Burning through leads quickly
  • Emailing clients' promos directly from CRM
Tish Cator 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

XenCALL

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details
XenCALL offers live, one-on-one demos at no charge and a free trial period without any purchase commitments. Contact us for a custom quote.