What users are saying about

8x8

29 Ratings
Score 8.3 out of 101

Cisco Unified Contact Center

32 Ratings
Score 7.9 out of 101

Add comparison

Likelihood to Recommend

8x8

Great as a virtual attendant so as to support distributed teams, but not for a conference, video meetings, and screen shares yet.

Cisco Unified Contact Center

  • Call center applications that require advanced logic and more than basic call queueing

Feature Rating Comparison

Cloud PBX

8x8
8.8
Cisco Unified Contact Center
Hosted PBX
8x8
9.8
Cisco Unified Contact Center
Multi-level Interactive Voice Response (IVR)
8x8
9.2
Cisco Unified Contact Center
User templates
8x8
9.2
Cisco Unified Contact Center
Call reports
8x8
8.1
Cisco Unified Contact Center
Directory of employee names
8x8
7.6
Cisco Unified Contact Center

Call Management

8x8
8.8
Cisco Unified Contact Center
Answering rules
8x8
9.5
Cisco Unified Contact Center
Call recording
8x8
9.3
Cisco Unified Contact Center
Call park
8x8
9.3
Cisco Unified Contact Center
Call screening
8x8
6.8
Cisco Unified Contact Center
Message alerts
8x8
8.9
Cisco Unified Contact Center

VoIP system collaboration

8x8
8.3
Cisco Unified Contact Center
Video conferencing
8x8
8.1
Cisco Unified Contact Center
Audio conferencing
8x8
8.4
Cisco Unified Contact Center

Mobile apps

8x8
8.4
Cisco Unified Contact Center
Mobile app for iOS
8x8
8.7
Cisco Unified Contact Center
Mobile app for Android
8x8
8.0
Cisco Unified Contact Center

Pros

  • Ease of setup, activation, and getting started.
  • Excellent customer service especially follow up to close and resolve the issue.
  • Reliable service, good voice quality and hasn't failed ever in 6 years since we have been using it.
  • Stability in the software not crashing every week. I have had issues with a server not failing over to the backup server, then not failing back again in an older version. 6.x I believe.
  • I had no crashes or lockups when upgraded to 8.x. I attribute this to the stable servers and software. Not to mention regular maintenance is easier when supervisors support you.

Cons

  • I think the voicemail system could use a little work. It is robust but the menus are a bit confusing. It is hard to know if a different recorded message is set to play or not.
  • Remote access. Would be nice for supervisors to be able to use a mobile app to manager the call center without being on corporate wireless.
  • Agent Desktop improvements. This is outdated.

Likelihood to Renew

8x85.1
Based on 2 answers
Based on their poor customer service and lack of warranty replacement, I would not recommend or use 8x8.
Cisco Unified Contact Center9.8
Based on 4 answers
The new features being released provide a next generation approach to call routing and handling.

Alternatives Considered

At that time other vendors did not have a virtual attendant feature, thus 8x8 was leading edge.
No other product is as flexible or diverse as the Cisco UCCE product line. You are likely to find a number of solutions that work with UCCE .

Return on Investment

  • It has successfully exceeded our objectives of smoother, bright, and straightforward communication platform for distributed teams. Ability to support customers from within their time zone.
  • Kept our agents more accountable allowing the company to get more productivity for their dollar.
  • Licenses can get a little expensive and renewal of licenses.
  • Flexible scripting allows you to insert meaningful hold messages and greetings based on audience.

Pricing Details

8x8

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

Cisco Unified Contact Center

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