TrustRadius: an HG Insights company

8x8 Contact Center vs. Amazon Connect

Save this comparison

Save this comparison

8x8 Contact Center

332 Reviews and Ratings

Amazon Connect

45 Reviews and Ratings

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    8x8 Contact Center

    Score7.5 out of 10
    		N/A8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service from one interface.N/A

    Amazon Connect

    Score8.7 out of 10
    		N/ALaunched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.

    $0

    per profile/per month

    Pricing
    8x8 Contact CenterAmazon Connect
    Editions & Modules
    No answers on this topic
    Customer Profiles
    $0.0025
    per profile/per month
    Chat
    $0
    per message
    Contact Lens (5 million+ monthly minutes)
    $0.0125
    per minute
    Contact Lens (first 5 million monthly minutes)
    $0.015
    per minute
    Voice
    $0.02
    per minute
    Voice ID
    $0.025
    per transaction
    Tasks
    $0.04
    per task
    Offerings
    Pricing Offerings
    8x8 Contact CenterAmazon Connect
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    8x8 Contact CenterAmazon Connect
    Considered Both Products
    8x8 Inc.
    Samiuddin Mohammed
    Sr. Manager in Customer Service at CBRE (Real Estate, 10,001+ employees)
    Chose 8x8 Contact Center
    Post going through all demo sessions and comprehensive side-by-side analysis, we came to the conclusion that we should go for 8x8 Contact Center over competitors. Below are the points that helped us to take the decision. User-friendly: It has all the features that a typical …
    Incentivized
    Amazon AWS
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    8x8 Contact CenterAmazon Connect
    Contact Center Software
    Comparison of Contact Center Software features of 8x8 Contact Center and Amazon Connect
    Feature
    8x8 Contact Center
    6.0
    147 Ratings
    Amazon Connect
    7.1
    4 Ratings
    Agent dashboard5.7131 Ratings5.04 Ratings
    Validate callers6.4117 Ratings7.04 Ratings
    Outbound response4.1116 Ratings7.04 Ratings
    Call forwarding5.7133 Ratings7.04 Ratings
    Click-to-call (CTC)5.588 Ratings7.04 Ratings
    Warm transfer6.4128 Ratings9.04 Ratings
    Predictive dialing7.755 Ratings5.03 Ratings
    Interactive voice response5.681 Ratings6.04 Ratings
    REST APIs7.050 Ratings9.03 Ratings
    Call scripts7.178 Ratings5.04 Ratings
    Call tracking6.4129 Ratings7.04 Ratings
    Multichannel integration3.775 Ratings9.04 Ratings
    CRM software integration7.169 Ratings9.04 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of 8x8 Contact Center and Amazon Connect
    Feature
    8x8 Contact Center
    6.7
    136 Ratings
    Amazon Connect
    5.7
    4 Ratings
    Inbound call routing8.1123 Ratings9.04 Ratings
    Omnichannel inbound routing7.171 Ratings5.04 Ratings
    Recording7.9121 Ratings7.04 Ratings
    Quality management6.4120 Ratings7.04 Ratings
    Call analytics4.8122 Ratings3.04 Ratings
    Historical reporting4.0113 Ratings5.04 Ratings
    Live reporting7.915 Ratings5.04 Ratings
    Customer surveys5.465 Ratings5.04 Ratings
    Customer interaction analytics8.410 Ratings5.04 Ratings
    User Ratings
    8x8 Contact CenterAmazon Connect
    Likelihood to Recommend
    6.5
    (151 ratings)
    7.0
    (4 ratings)
    Likelihood to Renew
    5.3
    (8 ratings)
    -
    (0 ratings)
    Usability
    7.9
    (37 ratings)
    -
    (0 ratings)
    Availability
    9.1
    (2 ratings)
    -
    (0 ratings)
    Performance
    9.1
    (2 ratings)
    -
    (0 ratings)
    Support Rating
    9.1
    (53 ratings)
    -
    (0 ratings)
    In-Person Training
    9.1
    (1 ratings)
    -
    (0 ratings)
    Implementation Rating
    9.1
    (5 ratings)
    -
    (0 ratings)
    Configurability
    9.1
    (2 ratings)
    -
    (0 ratings)
    Contract Terms and Pricing Model
    7.3
    (1 ratings)
    -
    (0 ratings)
    Ease of integration
    8.6
    (2 ratings)
    -
    (0 ratings)
    Product Scalability
    9.1
    (2 ratings)
    -
    (0 ratings)