What users are saying about

8x8

29 Ratings

8x8

29 Ratings
Score 8.3 out of 101

NICE inContact CXone

16 Ratings
Score 8.4 out of 101

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Likelihood to Recommend

8x8

I believe an IP phone system has many pros and few cons. You can take it with you where ever you go, all you have to do is plug it in and it connects.

NICE inContact CXone

I would advice them to marry the unstructured data to structured data wherever possible. If building a survey, I would advice asking multiple questions directed at very specific products or experiences. For example "What could our staff at the <LOCATION NAME> store do to be more helpful?" is a very directed question. "How could we improve our service?" will likely include feedback about the customer service line, the website, other stores and perhaps specific complaints. Ask very specific questions does much of your categorization for you. Also, I find Attensity works better for product feedback than for service feedback. All clients should make sure to establish their proper nouns ("Entities") with professional services. This can take time. Example: If you're Carl's Jr. you need to set up Attensity to know that $6 Burger is a proper noun/product name not a dollar amount.

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
9.2
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
8.3
NICE inContact CXone
Video conferencing
8x8
8.1
NICE inContact CXone
Audio conferencing
8x8
8.4
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
8.0
NICE inContact CXone

Pros

  • Call Quality
  • Reliability
  • Mobile APP
  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.

Cons

  • Their Desktop app doesn't always work correctly. Sometimes callers, cannot hear us and vice versa when the desktop app is used.
  • Filtering out bad data.
  • Response time from customer support.
  • Lack of account management and concern.

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

  • No positive or negative impact, just a necessary need of the business
  • Customer insight through text analytics is found on a daily basis. We have found that changes are needed at some of our Airports, for some of our inflight products and in regards to some of our processes. We believe that NPS can be impacted by even the smallest changes made from text analytics.

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