What users are saying about

8x8

Top Rated
32 Ratings

NICE inContact CXone

Top Rated
16 Ratings

8x8

Top Rated
32 Ratings
Score 8 out of 101

NICE inContact CXone

Top Rated
16 Ratings
Score 8.4 out of 101

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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.

NICE inContact CXone

Your shop needs a large amount of data for Attensity to work sufficiently. Customer surveys should be tailored to fit the Attensity tool, and not the other way around. The tool also works best within the quality assurance and consumer packaging verticals, which produce high amounts of complaints. Understanding positive feedback through Attensity is also a challenge. It is most useful for filtering through complaints about your business

Feature Rating Comparison

Cloud PBX

8x8
8.8
NICE inContact CXone
Hosted PBX
8x8
9.8
NICE inContact CXone
Multi-level Interactive Voice Response (IVR)
8x8
9.1
NICE inContact CXone
User templates
8x8
9.2
NICE inContact CXone
Call reports
8x8
8.1
NICE inContact CXone
Directory of employee names
8x8
7.6
NICE inContact CXone

Call Management

8x8
8.8
NICE inContact CXone
Answering rules
8x8
9.5
NICE inContact CXone
Call recording
8x8
9.3
NICE inContact CXone
Call park
8x8
9.3
NICE inContact CXone
Call screening
8x8
6.8
NICE inContact CXone
Message alerts
8x8
8.9
NICE inContact CXone

VoIP system collaboration

8x8
8.2
NICE inContact CXone
Video conferencing
8x8
8.0
NICE inContact CXone
Audio conferencing
8x8
8.3
NICE inContact CXone

Mobile apps

8x8
8.4
NICE inContact CXone
Mobile app for iOS
8x8
8.7
NICE inContact CXone
Mobile app for Android
8x8
8.1
NICE inContact CXone

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.
  • Makes the process of feeding data into the system seamless
  • Can crawl the web and collect data from thousands of websites, essentially anywhere your brand is being talked about
  • Does a great job of collecting social media data
  • User friendly in terms of creating dashboards

Cons

  • Outdated UI. Aesthetically, 8x8 is not overly impressive. If you told me nothing about the software and only showed me some screenshots, I might venture to guess that it's a software from the mid 90s.
  • Lacking intuitive UX. I'm someone that typically picks up a software very fast. When I first started with 8x8, I recall stumbling through my first couple of weeks of interaction. That tells me that the UX could use some work.
  • Manual categorization is needed to deliver the best analysis. This takes a lot of time.
  • The Attensity tool is not user friendly. It takes time to learn how to create and manipulate queries.
  • The Attensity products are expensive.

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.
NICE inContact CXone5.7
Based on 8 answers
I gave this rating, because overall Attensity did not make the process of responding to a very engaged audience easier. The reason that we started using the tool was because we wanted to find a way to better manage the high volume of posts that were coming in, but in the end the tool actually ended up slowing us down. The biggest shortcoming for me was the fact that the tool was incredibly slow. The time that it would take to open a post, view the consumers ticket history, go look at the post natively, and finally respond or delete ended up taking longer than actually monitoring natively on Facebook or Twitter. Ultimately there were just too many issues with Attensity, and our team could not afford to waste the time it took to work with Attensity anymore

Usability

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
For the average user - it does what it says it will.

Support

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
They are responsive and helpful.

Implementation

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.

Alternatives Considered

I have evaluated a couple different IP phone systems and the others needed the user to configure their router and do things on their end in order for the phones to work. With 8x8, it was simply plug and play.
We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.

Return on Investment

  • The impact on my business was a positive one. I was trying to operate with 2 cell phones and it just wasn't working. I needed a desk phone and a number that would stay the same for the business. I can also add more lines as we grow and they can be anywhere with an internet connection. As a small business, I work primarily out of my home office and my employees can do the same with this system.
  • Allowed for quick growth and expansion

Pricing Details

8x8

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

NICE inContact CXone

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