8x8 Contact Center vs. Dialpad Connect

8x8 Work is an ideal communication platform for intra-organization communication; it is very easy to find any employee at my firm and quickly ascertain their availability. I prefer not to share my direct line with outside clients, so I would like to be able to mask my number in outgoing texts/display our general reception number, ensuring those clients are not confused about how to reach me.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

It is well-suited for basic calling functionality, but has been a poor experience for us when used for texting, as it lacks some of the features of other platforms, such as Haymarket. It is also challenging to capture good analytics, as this is neither easy nor clear for users to find.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
• Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
• The visibility of being able to manage my team and all media channels in one panel is awesome.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Ease of signing on and calling in
• Clear audio/sound, no static or poor connections
• Can choose to be on video or not
• The organizer and participants can see all who are on the call
• Meetings can be auto-recorded and sent to organizer at end of call
• Hold music can be played for initial caller
• Meeting is auto-transcribed
• Action items are automatically listed for the organizer
• Summary list shows all who were in attendance
• Summary shows duration of callers on the meeting
• Can load images of attendees when setting of the meeting

• Support has always been a less than stellar area.
• There's a few feature gaps that have been called out for years that haven't been addressed yet. I.e. passing calls from UC to CC requires a phone number (like why?)
• Another frequent complaint I get is "why can't I just completely shut off a user's voicemail". You can fiddle with call forwarding rules, but sooner or later, an errant call finds a way to end up there.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• The only example I can list for improvement is that occasionally the message has some mistranslation(s). But I can usually figure out the missing words. The 'southern USA' dialect may be partly to blame....
• The functionality is really great. It is the best app I have used for messages in all of my customer service jobs.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

8x8 contact center is meeting our needs as a call center communication solution. We use 8x8 across the entire organization and have been able to work with our account management team to ensure our configuration and integrations meet our business, legal & compliance needs across the organization. The greatest benefit has been the 8x8 account management team who consistently works with us to ensure our needs are being met.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Dialpad Talk is easy to use and no one has had a problem using it. Even when we have had questions/problems we have been able to fix it ourselves without having to go to Dialpad to ask for help, which saves everyone time. We don't have any reason to cancel our use of this product and we are very happy with how it performs for our team.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Dialpad Connect is good and recommended for any organization. It is a good value. It can accomplish everything that your organization is looking for, and no one will say it is outside the budget for any 50+ person organization. The AI feature is very useful. The dashboard could be a bit easier to manage, and the integration with Salesforce could be a bit smoother.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

The only issue I have ran across was on getting the updated new version

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

There have not been any outages that I am aware of and we have had consistently good coverage since the start. There can be a slight lag from the office to the mobile app, but it is not terribly noticeable and it has not resulted in any calls being prematurely hung up

Yes everything loads quickly and its ready for use

The emails of voice transcription come very quickly after a call has been completed and except for a few fairly difficult names are pretty accurate. The ability to quickly listen to the voicemail from email without having to open the app is also a bonus. I have not noticed or heard of any slowdowns

The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The original date for roll-out, was unable to happen because there was an issue finding our existing phone lines to port them... The only reason I gave a 9 is [that] the original person we have been working with, Rolled out phones. Pro without telling anyone and then went on vacation, I only say this to explain that there is a gentleman that took over to help us named Brett and he was FANTASTIC! He allowed a ton of calls and answered all of them, walked us [through] settings, profile set up, and even emailed screen shares so we could help other members of our team! Thanks so much, Brett you ROCK~

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.

Welcoming and easy to follow the instruction

its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it

Simple and easy to follow, we had our branches around the country to be trained and the feedback was great. Only take if there was a desk phone training that would be great. The team provided us with video for the desk phone training

The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I didn't participate in the implementation. But obviously it went flawlessly, as all users are set up in-house, and on the app.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Panterra is dependable and has good support. Dialpad Connect has more features and an easier interface. AT&T has a lot of features, but Dialpad Connect's interface is easier. AT&T does not do call transcription that I know of. Comcast BVE and 8x8 services are lower quality and service is not great.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

It is pretty much "Par for the course" with the options out there with other vendors.

Overall program is of average cost. SInce I use it simply for its phone/text capabilities. I would hazard that company that needed more options, might see it differently

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

It was implemented across the board in the company and has worked perfectly

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

So far, Dialpad has been a great improvement for our organization. It allows everyone to be on the same service and the integration with the mobile app means everyone is still using the "office" numbers even when on the go which makes it easier not having to balance multiple phone numbers from people

• The callback queue was a big thing for a while. Still is to a point but we would have MANY duplicate callbacks & it was frustrating to both the customer & the agent.
• Support is my biggest negative for 8x8 Contact Center. Being able to communicate with someone is essential yet having MANY support agents have a language barrier has made it difficult on both ends to get things addressed/taken care of. Being able to follow the requests of the ticket is a big one as well. I talked about both of these points before, but if I request to communicate via email 9/10 times, I am being called to talk about the problem when it could have been an email. They also request information MANY many times that seems to be useless when I have provided what I think to be all the necessary information. It just doesn't make a lot of sense to me. It has been a little bit since I have had to put anything in for support the last one I did it was substantially better so hopefully that continues.
• Being able to work solely on 8x8 work or 8x8 Contact Center would be a HUGE plus for agents & IT. I see other platforms that are able to do this, if 8x8 was able to do this it would make it 100x better for us so we don't have to work out of two things for an agent to be able to work.
• The last thing is the plans. Not offering an unlimited talking plan to me seems very weird. What we are paying for & the amount of minutes that agents are using doesn't make a lot of sense on a billing standpoint. Offering better pricing/unlimited plans for enterprise like other companies would be a HUGE plus as well.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• Saves me time with a downloadable transcript for call documentation.
• All calls are automatically recorded, which provides proof of what was said.
• Translation availability using IVR and AI language allows us to communicate with all families without needing to find a translator.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info