# 8x8 Contact Center vs Vonage Contact Center (formerly NewVoiceMedia) Comparison --- ## AI Generated Summary - **G2 reviewers report** that 8x8 Contact Center excels in customer support, with users highlighting the helpfulness and patience of the support team. Many appreciate the ability to speak directly with knowledgeable agents who guide them through issues, making the experience less frustrating. - **Users say** that Vonage Contact Center (formerly NewVoiceMedia) offers impressive AI functionality, which enhances operational efficiency. Reviewers specifically mention the benefits of AI-powered insights and improved omnichannel support, making it easier to manage customer interactions across various platforms. - **According to verified reviews** , 8x8 Contact Center has a more favorable overall user satisfaction score, reflecting its strong performance in areas like call quality and ease of use. Users frequently commend the platform's intuitive interface, which contributes to a smoother daily operation. - **Reviewers mention** that Vonage Contact Center shines in its integration capabilities, particularly with Salesforce. Users appreciate the seamless transfer of calls to mobile devices, allowing for greater flexibility when working outside the office. - **G2 reviewers highlight** that while 8x8 Contact Center has a solid performance in call monitoring and reporting features, some users feel it could improve in areas like automation and performance analysis compared to Vonage, which boasts higher ratings in these categories. - **Users express mixed feelings** about the implementation process for both platforms. While 8x8 Contact Center is noted for its straightforward onboarding, some users of Vonage Contact Center have reported challenges with setup, indicating a need for more streamlined processes in that area. | | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Star Rating** | 4.1 out of 5 | 4.2 out of 5 | | **Total Reviews** | 257 | 104 | | **Largest Market Segment** | Mid-Market (53.6% of reviews) | Mid-Market (52.0% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | --- ## Top Pros & Cons ### 8x8 Contact Center Pros: - Ease of Use (37 reviews) - Helpful (26 reviews) Cons: - Missing Features (11 reviews) - Poor Customer Support (11 reviews) ### Vonage Contact Center (formerly NewVoiceMedia) Pros: - Ease of Use (21 reviews) - Customer Support (18 reviews) Cons: - Call Issues (6 reviews) - Customization Difficulty (5 reviews) --- ## Ratings Comparison | Rating | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Meets Requirements** | 8.4 (210 reviews) | 8.6 (83 reviews) | | **Ease of Use** | 8.3 (215 reviews) | 8.4 (85 reviews) | | **Ease of Setup** | 7.8 (132 reviews) | 8.4 (63 reviews) | | **Ease of Admin** | 8.2 (128 reviews) | 7.7 (37 reviews) | | **Quality of Support** | 8.1 (204 reviews) | 8.6 (76 reviews) | | **Has the product been a good partner in doing business?** | 8.5 (127 reviews) | 8.8 (36 reviews) | | **Product Direction (% positive)** | 7.9 (209 reviews) | 7.9 (83 reviews) | --- ## Pricing ### 8x8 Contact Center #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Vonage Contact Center (formerly NewVoiceMedia) #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### Artificial Intelligence | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Tagging** | Not enough data | Not enough data | | **Natural Language Processing** | Not enough data | Not enough data | | **Data Extraction** | Not enough data | Not enough data | | **Multi-Language** | Not enough data | Not enough data | | **Predictive Analytics** | Not enough data | Not enough data | | **Drag & Drop** | Not enough data | Not enough data | | **Speech Recognition** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | | **Data Storage Management** | Not enough data | Not enough data | | **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Customer Segmentation** | Not enough data | Not enough data | | **Collaboration Tools** | Not enough data | Not enough data | | **Data Import/Export** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | | **For eCommerce** | Not enough data | Not enough data | | **Role-Based Permissions** | Not enough data | Not enough data | | **Customizable Branding** | Not enough data | Not enough data | | **Search/Filter** | Not enough data | Not enough data | | **Monitoring** | Not enough data | Not enough data | | **Document Management** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Data Visualization** | Not enough data | Not enough data | | **Trend Analysis** | Not enough data | Not enough data | | **Machine Learning** | Not enough data | Not enough data | | **Access Controls/Permissions** | Not enough data | Not enough data | | **Alerts/Escalation** | Not enough data | Not enough data | | **Performance Metrics** | Not enough data | Not enough data | | **Real-Time Data** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Mobile App** | Not enough data | Not enough data | | **Multiple Data Sources** | Not enough data | Not enough data | | **For Sales Teams/Organizations** | Not enough data | Not enough data | | **Sentiment Analysis** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **Chatbot** | Not enough data | Not enough data | | **Workflow Automation** | Not enough data | Not enough data | ### Call & Contact Center | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Call Reporting** | Not enough data | Not enough data | | **Automatic Call Distribution** | Not enough data | Not enough data | | **Call Whispering** | Not enough data | Not enough data | | **Callback Scheduling** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Call Tagging** | Not enough data | Not enough data | | **Dashboard** | Not enough data | Not enough data | | **Call Recording** | Not enough data | Not enough data | | **Alerts/Escalation** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Call Transcription** | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | | **Manual Dialer** | Not enough data | Not enough data | | **Call Tracking** | Not enough data | Not enough data | | **Auto-Dialer** | Not enough data | Not enough data | | **Call Monitoring** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Contact Management** | Not enough data | Not enough data | | **Sentiment Analysis** | Not enough data | Not enough data | | **Progressive Dialer** | Not enough data | Not enough data | | **Voice Recognition** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | | **Monitoring** | Not enough data | Not enough data | | **IVR** | Not enough data | Not enough data | | **Call Logging** | Not enough data | Not enough data | | **Chatbot** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Outbound Call Center** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Voice Mail** | Not enough data | Not enough data | | **Call Routing** | Not enough data | Not enough data | | **Automated Responses** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Call Transfer** | Not enough data | Not enough data | | **AI Summarization** | Not enough data | Not enough data | | **Call Center Management** | Not enough data | Not enough data | | **Inbound Call Center** | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | | **Predictive Dialer** | Not enough data | Not enough data | | **Blended Call Center** | Not enough data | Not enough data | | **Caller ID** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | | **Performance Management** | Not enough data | Not enough data | | **Computer Telephony Integration** | Not enough data | Not enough data | | **Call Scripting** | Not enough data | Not enough data | ### AI Customer Support Agents | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Dashboard | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Dashboard** | Not enough data | Not enough data | #### Speech Recognition | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Speech Recognition** | Not enough data | Not enough data | #### Compliance Management | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Compliance Management** | Not enough data | Not enough data | #### Autonomous Task Execution | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | #### Sentiment Analysis | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Sentiment Analysis** | Not enough data | Not enough data | #### Data Security | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Data Security** | Not enough data | Not enough data | #### Third-Party Integration | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Third-Party Integration** | Not enough data | Not enough data | #### Human-in-the-loop (HITL) | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Human-in-the-loop (HITL)** | Not enough data | Not enough data | #### Agentic Task Execution | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Agentic Task Execution** | Not enough data | Not enough data | #### Natural Language Processing | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Natural Language Processing** | Not enough data | Not enough data | #### Conversational AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Conversational AI** | Not enough data | Not enough data | #### Performance Metrics | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Performance Metrics** | Not enough data | Not enough data | #### Interaction Tracking | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Interaction Tracking** | Not enough data | Not enough data | #### Knowledge Base Management | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Knowledge Base Management** | Not enough data | Not enough data | #### CRM Integration | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **CRM Integration** | Not enough data | Not enough data | #### Inquiry Routing | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Inquiry Routing** | Not enough data | Not enough data | #### Contextual Guidance | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Contextual Guidance** | Not enough data | Not enough data | #### Communications Management | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Communications Management** | Not enough data | Not enough data | #### Proactive Chat | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Proactive Chat** | Not enough data | Not enough data | #### Ticket Management | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Ticket Management** | Not enough data | Not enough data | #### Customer Query Resolution - AI Customer Support Agents | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Automated Ticket Resolution** | Not enough data | Not enough data | | **Contextual Response Generation** | Not enough data | Not enough data | | **Sentiment Analysis** | Not enough data | Not enough data | | **Knowledge Base Utilization** | Not enough data | Not enough data | | **Multilingual Support** | Not enough data | Not enough data | #### Customer Interaction Automation - AI Customer Support Agents | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Proactive Customer Outreach** | Not enough data | Not enough data | | **Feedback Collection** | Not enough data | Not enough data | | **Escalation Handling** | Not enough data | Not enough data | | **Workflow Optimization** | Not enough data | Not enough data | #### Automation | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Customer Interaction Automation** | Not enough data | Not enough data | | **Feedback Collection** | Not enough data | Not enough data | | **Document Processing** | Not enough data | Not enough data | #### Autonomy | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Independent Decision Making** | Not enough data | Not enough data | | **Adaptive Responses** | Not enough data | Not enough data | | **Task Execution** | Not enough data | Not enough data | | **Problem Solving** | Not enough data | Not enough data | ### Help Desk | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Ticket and Case Management | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Ticket creation user experience** | Not enough data | Not enough data | | **Ticket response user experience** | Not enough data | Not enough data | | **Workflow** | Not enough data | Not enough data | | **Response Automation** | Not enough data | Not enough data | | **SLA Management** | Not enough data | Not enough data | | **Attachments/Screencasts** | Not enough data | Not enough data | | **Ticket Collaboration** | Not enough data | Not enough data | | **Customer and Contacts Database** | Not enough data | Not enough data | | **Workflow Management** | Not enough data | Not enough data | | **Knowledge Base Management** | Not enough data | Not enough data | | **Ticket Management** | Not enough data | Not enough data | | **Call Center Management** | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | | **Inbox Management** | Not enough data | Not enough data | | **Support Ticket Management** | Not enough data | Not enough data | | **Email Management** | Not enough data | Not enough data | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | #### Communication Channels | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Customer Portal** | Not enough data | Not enough data | | **Email to Case** | Not enough data | Not enough data | | **Chat/Live Support** | Not enough data | Not enough data | | **Social Integration** | Not enough data | Not enough data | | **Voice** | Not enough data | Not enough data | | **Video Chat** | Not enough data | Not enough data | #### Platform | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Mobile User Support** | Not enough data | Not enough data | | **Customization ** | Not enough data | Not enough data | | **User, Role, and Access Management** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Reporting** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **Mobile Access** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Automated Routing** | Not enough data | Not enough data | | **Chatbot** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Autoresponders** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Real-Time Monitoring** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Gamification** | Not enough data | Not enough data | | **Conversation Intelligence** | Not enough data | Not enough data | | **Customizable Fields** | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | | **Key Performance Indicators** | Not enough data | Not enough data | | **Collaboration Tools** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Voice Recognition** | Not enough data | Not enough data | | **Live Chat** | Not enough data | Not enough data | | **Task Automation** | Not enough data | Not enough data | | **IVR** | Not enough data | Not enough data | | **Language Detection** | Not enough data | Not enough data | | **Multiple Data Sources** | Not enough data | Not enough data | | **Predictive Analytics** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Alerts/Escalation** | Not enough data | Not enough data | | **Data Security** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Prioritization** | Not enough data | Not enough data | | **Secure Data Storage** | Not enough data | Not enough data | | **Macros/Templated Responses** | Not enough data | Not enough data | | **Performance Metrics** | Not enough data | Not enough data | | **Single Sign On** | Not enough data | Not enough data | | **Mobile App** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | | **Access Controls/Permissions** | Not enough data | Not enough data | | **Email Templates** | Not enough data | Not enough data | | **Real-Time Notifications** | Not enough data | Not enough data | | **Automated Responses** | Not enough data | Not enough data | | **Data Import/Export** | Not enough data | Not enough data | | **Personalization** | Not enough data | Not enough data | | **Workflow Automation** | Not enough data | Not enough data | ### Sales Gamification | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Competition | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Competition Templates** | Not enough data | Not enough data | | **Custom Competitions** | Not enough data | Not enough data | | **Team Competitions** | Not enough data | Not enough data | | **Simultaneous Competitions** | Not enough data | Not enough data | | **Competition Adjustments** | Not enough data | Not enough data | | **Awards and Incentives** | Not enough data | Not enough data | #### Agentic AI - Sales Gamification | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | #### Integrations | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **CRM Integration** | Not enough data | Not enough data | | **Social Collaboration Integration** | Not enough data | Not enough data | | **TV Streaming** | Not enough data | Feature Not Available | #### Platform | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Reporting** | Not enough data | Not enough data | | **User, Role, and Access Management** | Not enough data | Not enough data | | **Enterprise Scalability** | Not enough data | Not enough data | | **Data Import & Export Tools** | Not enough data | Not enough data | | **Performance and Reliability** | Not enough data | Not enough data | #### Employee Features | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **User Profiles** | Not enough data | Not enough data | | **Notifications** | Not enough data | Not enough data | | **Mobile** | Not enough data | Not enough data | ### Auto Dialer | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | 8.5/10 | 16 | #### Dialing Options | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Preview Dialing** | Not enough data | 8.5 (14 reviews) ✓ Verified | | **Progressive Dialing** | Not enough data | 8.5 (12 reviews) ✓ Verified | | **Predictive Dialing** | Not enough data | Not enough data | #### Agent Tools | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Whisper Coaching ** | Not enough data | 8.9 (12 reviews) ✓ Verified | | **Callback Scheduling ** | Not enough data | 8.5 (13 reviews) ✓ Verified | | **Call Recording ** | Not enough data | 8.9 (14 reviews) ✓ Verified | | **Real-Time Data** | Not enough data | Not enough data | | **Live Chat** | Not enough data | Not enough data | | **Call Scheduling** | Not enough data | Not enough data | #### Automation | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Voice Activity Detection** | Not enough data | 8.3 (12 reviews) ✓ Verified | | **Interactive Voice Response (IVR)** | Not enough data | 8.5 (13 reviews) ✓ Verified | | **Call Scrubbing** | Not enough data | 8.6 (12 reviews) | #### Agentic AI - Auto Dialer | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Computer Telephony Integration** | Not enough data | Not enough data | #### AI Capabilities - Auto Dialer | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Call Prioritization and List Optimization** | Not enough data | Not enough data | | **Compliance Monitoring** | Not enough data | Not enough data | | **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | | **Call Monitoring** | Not enough data | Not enough data | | **Real-Time Monitoring** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | | **Text to Speech** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Copilot** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **Call Routing** | Not enough data | Not enough data | | **Call Scripting** | Not enough data | Not enough data | | **Contact Management** | Not enough data | Not enough data | | **Power Dialer** | Not enough data | Not enough data | | **Preview Dialer** | Not enough data | Not enough data | | **Auto-Dialer** | Not enough data | Not enough data | | **Call Tracking** | Not enough data | Not enough data | | **Real-Time Reporting** | Not enough data | Not enough data | | **Customer Database** | Not enough data | Not enough data | | **Lead Management** | Not enough data | Not enough data | | **Predictive Dialer** | Not enough data | Not enough data | | **Call Center Management** | Not enough data | Not enough data | | **Integrations Management** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **Automatic Call Distribution** | Not enough data | Not enough data | | **Campaign Management** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Caller ID** | Not enough data | Not enough data | | **Call Transfer** | Not enough data | Not enough data | | **Call Disposition** | Not enough data | Not enough data | | **Voice Mail** | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | | **Automatic Outbound Dialer** | Not enough data | Not enough data | | **Call Reporting** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Contact Database** | Not enough data | Not enough data | | **Lead Capture** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Call List Management** | Not enough data | Not enough data | | **Progressive Dialer** | Not enough data | Not enough data | | **Campaign Specific Caller ID** | Not enough data | Not enough data | | **List Management** | Not enough data | Not enough data | | **Customizable Fields** | Not enough data | Not enough data | | **AI/Machine Learning** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Alerts/Notifications** | Not enough data | Not enough data | | **Multi-Campaign** | Not enough data | Not enough data | | **Workflow Management** | Not enough data | Not enough data | | **Call Logging** | Not enough data | Not enough data | | **Lead Distribution** | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | | **Inbound Call Center** | Not enough data | Not enough data | | **For Sales Teams/Organizations** | Not enough data | Not enough data | | **Data Security** | Not enough data | Not enough data | | **Outbound Call Center** | Not enough data | Not enough data | | **Performance Management** | Not enough data | Not enough data | | **Compliance Management** | Not enough data | Not enough data | | **Mobile Access** | Not enough data | Not enough data | | **Email Management** | Not enough data | Not enough data | ### Contact Center Knowledge Base | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Administration | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Database Management ** | Not enough data | Not enough data | | **Data Workflows** | Not enough data | Not enough data | | **Issue Management** | Not enough data | Not enough data | #### Knowledge Management | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Knowledge Base** | Not enough data | Not enough data | | **Publishing Workflows** | Not enough data | Not enough data | | **Analytics** | Not enough data | Not enough data | #### Compliance | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Policies and Controls** | Not enough data | Not enough data | | **Data Governance** | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | | **Auditing** | Not enough data | Not enough data | #### Customer Support | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Intelligent Search** | Not enough data | Not enough data | | **Suggestions** | Not enough data | Not enough data | | **Decision Trees** | Not enough data | Not enough data | #### Data Security | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Risk Data Attributes** | Not enough data | Not enough data | | **Data Transport** | Not enough data | Not enough data | | **Access Management** | Not enough data | Not enough data | | **Multi-Factor Authentication** | Not enough data | Not enough data | #### Administration | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Integrations** | Not enough data | Not enough data | | **User, Role, and Access Management** | Not enough data | Not enough data | | **Performance and Reliability** | Not enough data | Not enough data | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | ### SMS Marketing | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | 9.1/10 | 6 | #### Text Messaging | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Bulk SMS** | Not enough data | 9.2 (6 reviews) | | **Two-Way Text Messaging** | Not enough data | 9.4 (6 reviews) | | **Text Scheduler** | Not enough data | 8.3 (6 reviews) | | **Automatic Replies** | Not enough data | 9.2 (6 reviews) | | **Automatic URL Shortening** | Not enough data | 9.2 (6 reviews) | | **MMS Marketing** | Not enough data | 9.4 (6 reviews) | | **Personalization** | Not enough data | 9.2 (6 reviews) | | **Transactional SMS** | Not enough data | 9.2 (6 reviews) | | **Link Shortening** | Not enough data | Not enough data | | **SMS Messaging** | Not enough data | Not enough data | | **Scheduled Messaging** | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | | **2-Way Messaging** | Not enough data | Not enough data | #### SMS Platform | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Reporting** | Not enough data | 9.4 (6 reviews) | | **Marketing Automation** | Not enough data | 8.3 (6 reviews) | | **White Label** | Not enough data | 8.9 (6 reviews) | | **Text-to-Landline** | Not enough data | 9.7 (6 reviews) | | **Short Codes** | Not enough data | 8.9 (6 reviews) | | **API Integration** | Not enough data | 9.7 (6 reviews) | | **QR Codes** | Not enough data | Not enough data | #### Agentic AI - SMS Marketing | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Campaign Planning** | Not enough data | Not enough data | | **Multi-Language** | Not enough data | Not enough data | #### AI Automation - SMS Marketing | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI SMS** | Not enough data | Not enough data | #### AI Content Generation - SMS Marketing | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI SMS** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Campaign Scheduling** | Not enough data | Not enough data | | **Reputation Management** | Not enough data | Not enough data | | **Polls/Voting** | Not enough data | Not enough data | | **Compliance Management** | Not enough data | Not enough data | | **Customer Segmentation** | Not enough data | Not enough data | | **Landing Pages/Web Forms** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Text-to-Win** | Not enough data | Not enough data | | **Mobile Coupons** | Not enough data | Not enough data | | **Natural Language Processing** | Not enough data | Not enough data | | **Customizable Templates** | Not enough data | Not enough data | | **Drip Campaigns** | Not enough data | Not enough data | | **Contact Management** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **Communication Management** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | | **Keyword Tracking** | Not enough data | Not enough data | | **Multi-Campaign** | Not enough data | Not enough data | | **Mass Texting** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Alerts/Notifications** | Not enough data | Not enough data | | **Consent Management** | Not enough data | Not enough data | | **Engagement Tracking** | Not enough data | Not enough data | | **Open Rate Tracking** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | | **Automated Responses** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Templates** | Not enough data | Not enough data | | **Survey Builder** | Not enough data | Not enough data | | **Contact Database** | Not enough data | Not enough data | | **Real-Time Notifications** | Not enough data | Not enough data | | **Customizable Fields** | Not enough data | Not enough data | | **Reminders** | Not enough data | Not enough data | | **Mobile Alerts** | Not enough data | Not enough data | | **Automated Scheduling** | Not enough data | Not enough data | | **Campaign Management** | Not enough data | Not enough data | | **MMS** | Not enough data | Not enough data | | **Event Triggered Actions** | Not enough data | Not enough data | | **Mobile Keywords** | Not enough data | Not enough data | | **Audience Targeting** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **Template Management** | Not enough data | Not enough data | | **Autoresponders** | Not enough data | Not enough data | | **Survey/Poll Management** | Not enough data | Not enough data | ### Customer Communications Management | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | 8.9/10 | 18 | #### Channels | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Multi-Channel Coverage** | Not enough data | 8.9 (15 reviews) | | **Open Listening** | Not enough data | 8.8 (16 reviews) | | **Physical Media** | Feature Not Available | 8.9 (14 reviews) | #### Design | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Communications Strategy Development** | Not enough data | 9.0 (15 reviews) | | **Create Content** | Not enough data | 8.6 (14 reviews) | | **Personalization** | Not enough data | 8.6 (16 reviews) | | **Inbound Identification** | Not enough data | 8.9 (16 reviews) | | **Regulatory Compliance** | Not enough data | 9.4 (16 reviews) | | **Batch Communications** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **On-Demand Communications** | Not enough data | Not enough data | | **Interactive Content** | Not enough data | Not enough data | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Chat/Messaging** | Not enough data | Not enough data | | **Customer Database** | Not enough data | Not enough data | | **Customizable Branding** | Not enough data | Not enough data | | **Call Recording** | Not enough data | Not enough data | | **Autoresponders** | Not enough data | Not enough data | | **IVR** | Not enough data | Not enough data | | **Email Management** | Not enough data | Not enough data | | **Template Management** | Not enough data | Not enough data | | **SMS Messaging** | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | | **Content Management** | Not enough data | Not enough data | | **Knowledge Base Management** | Not enough data | Not enough data | | **Compliance Management** | Not enough data | Not enough data | | **Multi-Language** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Social Media Integration** | Not enough data | Not enough data | | **Workflow Management** | Not enough data | Not enough data | | **Customer History** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Video Support** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Inbox Management** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Alerts/Notifications** | Not enough data | Not enough data | | **Feedback Management** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Collaboration Tools** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | ### Contact Center Quality Assurance | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Quality Assurance | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Evaluation** | Not enough data | Not enough data | | **Calibration** | Not enough data | Not enough data | | **Reports** | Not enough data | Not enough data | #### Engagement | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Feedback** | Not enough data | Not enough data | | **Dashboards** | Not enough data | Not enough data | | **Training** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | #### Performance | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Third-Party Integrations** | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | | **Call Routing** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Customer Journey Mapping** | Not enough data | Not enough data | | **Employee Coaching Tools** | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | | **Sentiment Analysis** | Not enough data | Not enough data | | **Call Monitoring** | Not enough data | Not enough data | | **Quality Management** | Not enough data | Not enough data | | **Customer Surveys** | Not enough data | Not enough data | | **Agent Interface** | Not enough data | Not enough data | | **Knowledge Base Management** | Not enough data | Not enough data | | **Collaboration Tools** | Not enough data | Not enough data | | **Leaderboards** | Not enough data | Not enough data | | **Employee Reward Programs** | Not enough data | Not enough data | | **Workforce Management** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | | **Customer Experience Management** | Not enough data | Not enough data | | **Predictive Dialer** | Not enough data | Not enough data | | **Video Conferencing** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **KPI Monitoring** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Feedback Management** | Not enough data | Not enough data | | **IVR** | Not enough data | Not enough data | | **Contact Management** | Not enough data | Not enough data | | **Multiple Scoring Models** | Not enough data | Not enough data | | **Real-Time Updates** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Call Recording** | Not enough data | Not enough data | | **AI/Machine Learning** | Not enough data | Not enough data | | **Screen Recording** | Not enough data | Not enough data | | **Workflow Automation** | Not enough data | Not enough data | ### Contact Center | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | 7.8/10 | 128 | | **Vonage Contact Center (formerly NewVoiceMedia)** | 8.7/10 | 39 | #### Channels | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Voice** | 9.1 (102 reviews) ✓ Verified | 9.1 (33 reviews) ✓ Verified | | **Social** | 6.9 (65 reviews) ✓ Verified | 7.9 (21 reviews) ✓ Verified | | **Live Chat** | 7.4 (68 reviews) ✓ Verified | 8.3 (22 reviews) ✓ Verified | | **Mobile SMS** | 7.8 (61 reviews) ✓ Verified | 8.1 (22 reviews) | | **Email** | 7.5 (63 reviews) ✓ Verified | 8.7 (22 reviews) ✓ Verified | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text-to-Speech** | 6.1 (34 reviews) | Not enough data | | **Generative AI** | Not enough data | Not enough data | #### Functions | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Call Routing** | 8.3 (98 reviews) ✓ Verified | 8.8 (35 reviews) ✓ Verified | | **Session Queuing** | 8.6 (98 reviews) ✓ Verified | 8.8 (34 reviews) ✓ Verified | | **Concurrent Calling** | 8.5 (89 reviews) ✓ Verified | 9.1 (30 reviews) ✓ Verified | | **Speech Analytics** | 8.1 (73 reviews) ✓ Verified | Feature Not Available | | **Auto Dialer** | 7.9 (69 reviews) | Feature Not Available | | **IVR** | 8.6 (86 reviews) ✓ Verified | 9.2 (29 reviews) ✓ Verified | | **Inbound Screen Pop** | 8.1 (84 reviews) | 8.5 (31 reviews) ✓ Verified | | **Persistent Data** | 8.3 (77 reviews) ✓ Verified | 9.0 (27 reviews) ✓ Verified | | **Predictive Dialer** | Not enough data | Not enough data | | **Automated Routing** | Not enough data | Not enough data | | **Real-Time Analytics** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | #### Agentic AI - Contact Center | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | 7.0 (5 reviews) | Not enough data | | **Cross-system Integration** | 6.9 (6 reviews) | Not enough data | | **Natural Language Interaction** | 6.1 (6 reviews) | Not enough data | | **Proactive Assistance** | 5.8 (6 reviews) | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Social Media Integration** | Not enough data | Not enough data | | **Computer Telephony Integration** | Not enough data | Not enough data | #### Administrative | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Session Summary Notes** | 8.0 (84 reviews) ✓ Verified | 8.6 (29 reviews) ✓ Verified | | **Administrator Access** | 8.8 (94 reviews) ✓ Verified | 8.6 (37 reviews) ✓ Verified | | **Reporting & Dashboards** | 8.4 (99 reviews) ✓ Verified | 8.6 (37 reviews) ✓ Verified | | **Session Recording** | 8.8 (83 reviews) ✓ Verified | 8.9 (31 reviews) ✓ Verified | | **Agent Scheduling and Assignment** | 8.0 (72 reviews) ✓ Verified | 8.4 (25 reviews) ✓ Verified | | **Callback Scheduling** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **Call Reporting** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **API** | Not enough data | Not enough data | | **Alerts/Notifications** | Not enough data | Not enough data | | **Call Transfer** | Not enough data | Not enough data | | **Data Import/Export** | Not enough data | Not enough data | | **Call Scripting** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Collaboration Tools** | Not enough data | Not enough data | | **Call Monitoring** | Not enough data | Not enough data | | **Customizable Reports** | Not enough data | Not enough data | | **Contact Management** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **Automatic Call Distribution** | Not enough data | Not enough data | | **Contact Database** | Not enough data | Not enough data | | **Chatbot** | Not enough data | Not enough data | | **Call Center Management** | Not enough data | Not enough data | | **Performance Management** | Not enough data | Not enough data | | **Call Tracking** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Quality Management** | Not enough data | Not enough data | | **Agent Interface** | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | | **Customer History** | Not enough data | Not enough data | | **Voice Mail** | Not enough data | Not enough data | | **Monitoring** | Not enough data | Not enough data | | **Call List Management** | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | | **Workforce Management** | Not enough data | Not enough data | | **Campaign Management** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Email Management** | Not enough data | Not enough data | | **Caller ID** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Real-Time Monitoring** | Not enough data | Not enough data | ### Chatbots | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Responses | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Customization** | Not enough data | Not enough data | | **Control** | Not enough data | Not enough data | | **Route To Human** | Not enough data | Not enough data | | **Menu bars** | Not enough data | Not enough data | | **Drip sequences** | Not enough data | Not enough data | #### Platform | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Live chat** | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | | **Branding** | Not enough data | Not enough data | | **Analytics** | Not enough data | Not enough data | | **A/B testing** | Not enough data | Not enough data | | **Role-based access** | Not enough data | Not enough data | | **Collection of information** | Not enough data | Not enough data | | **Augmented Analytics** | Not enough data | Not enough data | | **Proactive Chat** | Not enough data | Not enough data | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Customer Surveys** | Not enough data | Not enough data | | **Lead Qualification** | Not enough data | Not enough data | | **Transcripts/Chat History** | Not enough data | Not enough data | | **Language Detection** | Not enough data | Not enough data | | **Pre-Configured Bot** | Not enough data | Not enough data | | **Lead Capture** | Not enough data | Not enough data | | **Code-free Development** | Not enough data | Not enough data | | **Natural Language Processing** | Not enough data | Not enough data | | **Multi-Language** | Not enough data | Not enough data | | **For Sales/Marketing** | Not enough data | Not enough data | | **Contextual Guidance** | Not enough data | Not enough data | | **Automated Responses** | Not enough data | Not enough data | | **Customer Support** | Not enough data | Not enough data | | **Chatbot** | Not enough data | Not enough data | | **Intent Recognition** | Not enough data | Not enough data | | **Sentiment Analysis** | Not enough data | Not enough data | | **Customer Experience Management** | Not enough data | Not enough data | | **Query Suggestions** | Not enough data | Not enough data | | **Transfers/Routing** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Canned Responses** | Not enough data | Not enough data | | **AI/Machine Learning** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Automated Routing** | Not enough data | Not enough data | | **Workflow Automation** | Not enough data | Not enough data | ### Contact Center Workforce | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | 7.4/10 | 47 | | **Vonage Contact Center (formerly NewVoiceMedia)** | 9.0/10 | 13 | #### Workforce Management | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Agent Availability** | 7.8 (27 reviews) ✓ Verified | 9.4 (12 reviews) ✓ Verified | | **Skills Management** | 7.4 (23 reviews) ✓ Verified | 9.2 (12 reviews) ✓ Verified | | **Shift Scheduling** | 6.8 (17 reviews) ✓ Verified | 9.0 (12 reviews) ✓ Verified | | **Agent Self-Service** | 6.6 (18 reviews) | 9.3 (12 reviews) ✓ Verified | | **Mobile Access** | 7.6 (24 reviews) | 9.1 (11 reviews) | | **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | | **Performance Management** | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | | **Compliance Management** | Not enough data | Not enough data | | **Customer Experience Management** | Not enough data | Not enough data | | **Attendance Management** | Not enough data | Not enough data | | **Employee Management** | Not enough data | Not enough data | | **Time Off Management** | Not enough data | Not enough data | #### Administration | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Automation** | 7.5 (29 reviews) ✓ Verified | 8.6 (13 reviews) ✓ Verified | | **Productivity Analysis** | 7.9 (30 reviews) ✓ Verified | 9.2 (12 reviews) ✓ Verified | | **Dashboards** | 8.3 (31 reviews) ✓ Verified | 9.4 (13 reviews) ✓ Verified | | **Labor Forecasting** | 6.8 (18 reviews) ✓ Verified | 8.6 (13 reviews) ✓ Verified | | **Intraday Management** | 7.2 (23 reviews) ✓ Verified | 8.5 (13 reviews) ✓ Verified | | **Quality Management** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Performance Metrics** | Not enough data | Not enough data | | **Leave Tracking** | Not enough data | Not enough data | | **Call Monitoring** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **For Call Centers** | Not enough data | Not enough data | | **Employee Time Tracking** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | | **Activity Monitoring** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Call Recording** | Not enough data | Not enough data | | **Approval Process Control** | Not enough data | Not enough data | | **Skills Tracking** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **Variable Workforce** | Not enough data | Not enough data | | **Employee Coaching Tools** | Not enough data | Not enough data | | **Employee Database** | Not enough data | Not enough data | | **Online Time Clock** | Not enough data | Not enough data | | **Agent Interface** | Not enough data | Not enough data | ### Conversational Support | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Conversational Platform | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Personalization** | Not enough data | Not enough data | | **Omnichannel** | Not enough data | Not enough data | | **Contextual Engagement** | Not enough data | Not enough data | | **Proactive Engagement** | Not enough data | Not enough data | #### Support Automation | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Intelligent Routing** | Not enough data | Not enough data | | **Seamless Escalation** | Not enough data | Not enough data | | **Transcripts** | Not enough data | Not enough data | | **Self-Serve Support** | Not enough data | Not enough data | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | ### Proactive Notification | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Messaging Channels | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **SMS Messaging** | Not enough data | Not enough data | | **Email** | Not enough data | Not enough data | | **Voice Messaging** | Not enough data | Not enough data | | **Two way messaging** | Not enough data | Not enough data | #### Administration | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Scheduling** | Not enough data | Not enough data | | **Triggered Notifications** | Not enough data | Not enough data | | **Segmentation** | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | ### Call Center Infrastructure (CCI) | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | 8.4/10 | 17 | | **Vonage Contact Center (formerly NewVoiceMedia)** | 8.5/10 | 7 | #### Platform | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Omnichannel** | 7.7 (10 reviews) | 8.3 (7 reviews) | | **Mobile Access** | 8.4 (15 reviews) | 8.1 (7 reviews) | | **Queue Management** | 8.6 (14 reviews) | 8.3 (7 reviews) | | **Call Routing** | 8.4 (16 reviews) | 8.3 (7 reviews) | | **Call Back** | 8.2 (15 reviews) | 7.4 (7 reviews) | | **IVR** | 8.8 (16 reviews) | 8.8 (7 reviews) | | **Automatic Call Distribution** | 8.8 (13 reviews) | 8.8 (7 reviews) | | **Call Transfer** | Not enough data | Not enough data | | **Contact Management** | Not enough data | Not enough data | | **Call Center Management** | Not enough data | Not enough data | | **Multi-Channel Management** | Not enough data | Not enough data | | **Survey/Poll Management** | Not enough data | Not enough data | | **Campaign Management** | Not enough data | Not enough data | | **Call List Management** | Not enough data | Not enough data | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text-to-Speech** | 6.1 (9 reviews) | Not enough data | | **Generative AI** | Not enough data | Not enough data | #### Workforce Management | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Call Monitoring** | 8.7 (15 reviews) | 8.6 (7 reviews) | | **Performance Evaluation** | 8.5 (13 reviews) | 9.3 (7 reviews) | | **Real-Time Monitoring** | Not enough data | Not enough data | | **Monitoring** | Not enough data | Not enough data | #### Call Center Infrastructure (CCI) | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Computer Telephony Integration** | Not enough data | Not enough data | | **Multi-Language** | Not enough data | Not enough data | #### Administrative | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Call Recording** | 9.4 (14 reviews) | 8.8 (7 reviews) | | **Reporting & Dashboards** | 9.0 (15 reviews) | 9.0 (7 reviews) | | **Call Reporting** | Not enough data | Not enough data | | **Real-Time Reporting** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Chat/Messaging** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Customer History** | Not enough data | Not enough data | | **Alerts/Notifications** | Not enough data | Not enough data | | **Real-Time Analytics** | Not enough data | Not enough data | | **Phone Key Input** | Not enough data | Not enough data | | **Call Logging** | Not enough data | Not enough data | | **Customizable Reports** | Not enough data | Not enough data | | **Real-Time Data** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **Live Chat** | Not enough data | Not enough data | | **Call Scripting** | Not enough data | Not enough data | | **Contact Database** | Not enough data | Not enough data | | **Voice Mail** | Not enough data | Not enough data | | **Voice Customization** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Call Tracking** | Not enough data | Not enough data | | **SMS Messaging** | Not enough data | Not enough data | | **Callback Scheduling** | Not enough data | Not enough data | | **Caller ID** | Not enough data | Not enough data | | **Predictive Dialer** | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | | **Auto-Dialer** | Not enough data | Not enough data | | **Pre-recorded Messages** | Not enough data | Not enough data | | **Real-Time Notifications** | Not enough data | Not enough data | | **Multiple Scripts** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Call Disposition** | Not enough data | Not enough data | ### Customer Service Automation | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Customer Support | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Text** | Not enough data | Not enough data | | **Speech** | Not enough data | Not enough data | | **Knowledge Base** | Not enough data | Not enough data | | **Knowledge Base Management** | Not enough data | Not enough data | #### Automation | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Ticket Resolution** | Not enough data | Not enough data | | **Customization** | Not enough data | Not enough data | | **Intelligent Routing** | Not enough data | Not enough data | | **Customizable Templates** | Not enough data | Not enough data | #### Artificial Intelligence | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Learning** | Not enough data | Not enough data | | **Language** | Not enough data | Not enough data | | **Conversational AI** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Workflow Management** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Alerts/Notifications** | Not enough data | Not enough data | | **Single Sign On** | Not enough data | Not enough data | | **Self Service Portal** | Not enough data | Not enough data | | **Real-Time Analytics** | Not enough data | Not enough data | | **Customer Database** | Not enough data | Not enough data | | **Client Portal** | Not enough data | Not enough data | | **Inventory Management** | Not enough data | Not enough data | | **Tagging** | Not enough data | Not enough data | | **Configurable Workflow** | Not enough data | Not enough data | | **Customer History** | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | | **Support Ticket Management** | Not enough data | Not enough data | | **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | | **Widgets** | Not enough data | Not enough data | | **Search/Filter** | Not enough data | Not enough data | | **Chatbot** | Not enough data | Not enough data | | **Email Templates** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **Feedback Management** | Not enough data | Not enough data | | **Real-Time Data** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | | **Event Triggered Actions** | Not enough data | Not enough data | | **Website Integration** | Not enough data | Not enough data | | **Help Desk Management** | Not enough data | Not enough data | | **Call Center Management** | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | | **SSL Security** | Not enough data | Not enough data | | **Social Media Integration** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | | **Live Chat** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Customizable Reports** | Not enough data | Not enough data | | **Email Management** | Not enough data | Not enough data | | **Customizable Branding** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Real-Time Notifications** | Not enough data | Not enough data | | **Access Controls/Permissions** | Not enough data | Not enough data | | **Customizable Forms** | Not enough data | Not enough data | | **Customer Communication** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Customizable Fields** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Application Management** | Not enough data | Not enough data | | **Communication Management** | Not enough data | Not enough data | | **Role-Based Permissions** | Not enough data | Not enough data | ### Live Chat | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | | **AI Text-to-Speech** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | #### Communication | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Pop-up Chat** | Not enough data | Not enough data | | **Notifications** | Not enough data | Not enough data | | **Targeted Emails** | Not enough data | Not enough data | | **In-App Messaging** | Not enough data | Not enough data | | **Co-Browsing** | Not enough data | Not enough data | | **Real-Time Notifications** | Not enough data | Not enough data | | **Real-time Consumer-facing Chat** | Not enough data | Not enough data | #### Internal Use | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Customization ** | Not enough data | Not enough data | | **Conversation Archiving** | Not enough data | Not enough data | | **Lead Development** | Not enough data | Not enough data | | **Knowledge Base** | Not enough data | Not enough data | | **Team Inbox ** | Not enough data | Not enough data | | **Customer Profiles** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Real-Time Analytics** | Not enough data | Not enough data | | **Email Management** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Single Sign On** | Not enough data | Not enough data | | **Search/Filter** | Not enough data | Not enough data | | **Collaboration Tools** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **Canned Responses** | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | | **Reporting/Analytics** | Not enough data | Not enough data | | **Transfers/Routing** | Not enough data | Not enough data | | **Geotargeting** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Transcripts/Chat History** | Not enough data | Not enough data | | **Document Storage** | Not enough data | Not enough data | | **Screen Sharing** | Not enough data | Not enough data | | **Contact Management** | Not enough data | Not enough data | | **Autoresponders** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Mobile Access** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Offline Form** | Not enough data | Not enough data | | **Real-Time Monitoring** | Not enough data | Not enough data | | **Support Ticket Management** | Not enough data | Not enough data | | **File Sharing** | Not enough data | Not enough data | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | #### Self-Service Experience | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Knowledge Base** | Not enough data | Not enough data | | **Searchable Articles** | Not enough data | Not enough data | | **Community Forums** | Not enough data | Not enough data | | **Mobile Optimization** | Not enough data | Not enough data | | **Personalization** | Not enough data | Not enough data | #### Self-Service Platform | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Branding** | Not enough data | Not enough data | | **Automation** | Not enough data | Not enough data | | **Artificial Intelligence** | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | #### Agentic AI - Customer Self-Service | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | ### Social Customer Service | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | #### Process | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Mentions** | Not enough data | Not enough data | | **Tickets** | Not enough data | Not enough data | | **Macros** | Not enough data | Not enough data | #### Channels | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Email** | Not enough data | Not enough data | | **Social** | Not enough data | Not enough data | | **Live Chat** | Not enough data | Not enough data | | **Phone** | Not enough data | Not enough data | | **Text** | Not enough data | Not enough data | #### Insight | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Surveys** | Not enough data | Not enough data | | **Reporting** | Not enough data | Not enough data | | **Visitor Activity** | Not enough data | Not enough data | | **Help Desk** | Not enough data | Not enough data | ### Speech Analytics | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Live Chat** | Not enough data | Not enough data | | **Call Transfer** | Not enough data | Not enough data | | **Archiving & Retention** | Not enough data | Not enough data | | **Call Center Management** | Not enough data | Not enough data | | **Call Tagging** | Not enough data | Not enough data | | **Call List Management** | Not enough data | Not enough data | | **Real-Time Analytics** | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | | **Real-Time Data** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Real-Time Monitoring** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Performance Metrics** | Not enough data | Not enough data | | **Automatic Call Distribution** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **IVR** | Not enough data | Not enough data | | **Event Triggered Actions** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Scheduled Recording** | Not enough data | Not enough data | | **Alerts/Notifications** | Not enough data | Not enough data | | **Call Monitoring** | Not enough data | Not enough data | | **File Transfer** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **Call Reporting** | Not enough data | Not enough data | | **Call Transcription** | Not enough data | Not enough data | | **Campaign Management** | Not enough data | Not enough data | | **Call Disposition** | Not enough data | Not enough data | | **Computer Telephony Integration** | Not enough data | Not enough data | | **Contact Management** | Not enough data | Not enough data | | **Predictive Dialer** | Not enough data | Not enough data | | **Voice Mail** | Not enough data | Not enough data | | **Caller ID** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Call Routing** | Not enough data | Not enough data | | **Call Tracking** | Not enough data | Not enough data | | **Recording** | Not enough data | Not enough data | | **Auto-Dialer** | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | | **On-Demand Recording** | Not enough data | Not enough data | | **Customizable Reports** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Conferencing** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Predictive Analytics** | Not enough data | Not enough data | | **Visual Analytics** | Not enough data | Not enough data | | **Sales Trend Analysis** | Not enough data | Not enough data | | **Audio Capture** | Not enough data | Not enough data | | **Email Alerts** | Not enough data | Not enough data | | **Tagging** | Not enough data | Not enough data | | **Self-Service Search** | Not enough data | Not enough data | | **Natural Language Processing** | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | | **Automatic Transcription** | Not enough data | Not enough data | | **Multi-Channel Management** | Not enough data | Not enough data | | **Request Assignment** | Not enough data | Not enough data | | **Speech-to-Text Analysis** | Not enough data | Not enough data | | **Self Service Portal** | Not enough data | Not enough data | | **Performance Management** | Not enough data | Not enough data | | **Call Recording** | Not enough data | Not enough data | | **Search/Filter** | Not enough data | Not enough data | | **Sentiment Analysis** | Not enough data | Not enough data | | **Compliance Management** | Not enough data | Not enough data | | **Multi-Language** | Not enough data | Not enough data | | **HIPAA Compliant** | Not enough data | Not enough data | | **Data Security** | Not enough data | Not enough data | | **Call Scripting** | Not enough data | Not enough data | | **Customer Service Analytics** | Not enough data | Not enough data | | **Quality Assurance** | Not enough data | Not enough data | | **Customer Experience Management** | Not enough data | Not enough data | | **Communication Management** | Not enough data | Not enough data | | **Categorization/Grouping** | Not enough data | Not enough data | | **Language Detection** | Not enough data | Not enough data | ### Digital Customer Service Platforms | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Generative AI | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | ### Outbound Call Tracking | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | 8.5/10 | 41 | #### Agentic AI - Outbound Call Tracking | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | #### Calling | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Record Calls** | Not enough data | 8.7 (39 reviews) ✓ Verified | | **Generate Location** | Not enough data | 8.3 (30 reviews) ✓ Verified | | **Call Types** | Not enough data | 8.7 (34 reviews) ✓ Verified | | **Click-to-Call** | Not enough data | 8.9 (40 reviews) ✓ Verified | | **Auto Dialer** | Not enough data | Not enough data | #### Contacts | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Personalization** | Not enough data | 8.3 (31 reviews) ✓ Verified | | **Information Locater** | Not enough data | 8.4 (30 reviews) ✓ Verified | | **Record Prospect Data** | Not enough data | 8.7 (28 reviews) ✓ Verified | | **Contact Management** | Not enough data | Not enough data | #### Insights | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Notes** | Not enough data | 8.1 (31 reviews) ✓ Verified | | **Daily Summary** | Not enough data | 8.3 (33 reviews) ✓ Verified | | **Automated Voicemails** | Not enough data | 8.7 (31 reviews) ✓ Verified | | **Automated Emails** | Not enough data | 8.2 (27 reviews) | | **Sorts Prospects** | Not enough data | 8.4 (26 reviews) ✓ Verified | | **Automated Note Taking** | Not enough data | Not enough data | | **AI/Machine Learning** | Not enough data | Not enough data | #### Additional Functionality | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Meeting Management** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Reminders** | Not enough data | Not enough data | | **Recommendations** | Not enough data | Not enough data | | **Lead Distribution** | Not enough data | Not enough data | | **Workflow Management** | Not enough data | Not enough data | | **Performance Management** | Not enough data | Not enough data | | **Dashboard** | Not enough data | Not enough data | | **Email Management** | Not enough data | Not enough data | | **Lead Management** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **Email Templates** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Customizable Fields** | Not enough data | Not enough data | | **Sales Pipeline Management** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | | **Automatic Call Distribution** | Not enough data | Not enough data | | **Call Monitoring** | Not enough data | Not enough data | | **Lead Capture** | Not enough data | Not enough data | | **Deal Management** | Not enough data | Not enough data | | **Call List Management** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Call Recording** | Not enough data | Not enough data | | **For Contact Centers** | Not enough data | Not enough data | | **CRM** | Not enough data | Not enough data | | **Data Management** | Not enough data | Not enough data | | **Calendar Management** | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | | **Lead Qualification** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Task Management** | Not enough data | Not enough data | | **Interaction Tracking** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | ### AI Agents | Product | Score | Reviews | |---|---|---| | **8x8 Contact Center** | N/A | N/A | | **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A | #### Agentic AI - AI Agents | Feature | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | --- ## Categories **Shared Categories (6):** [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Contact Center Software](https://www.g2.com/categories/contact-center), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) **Unique to 8x8 Contact Center (12):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Help Desk Software](https://www.g2.com/categories/help-desk), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Chatbots Software](https://www.g2.com/categories/chatbots) **Unique to Vonage Contact Center (formerly NewVoiceMedia) (3):** [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Sales Gamification Software](https://www.g2.com/categories/sales-gamification), [SMS Marketing Software](https://www.g2.com/categories/sms-marketing) --- ## Reviewer Demographics ### By Company Size | Segment | 8x8 Contact Center | Vonage Contact Center (formerly NewVoiceMedia) | |---|---|---| | **Small-Business** | 38.1% | 27.0% | | **Mid-Market** | 53.6% | 52.0% | | **Enterprise** | 8.4% | 21.0% | ### By Industry #### 8x8 Contact Center - **Financial Services:** 11.3% - **Information Technology and Services:** 7.8% - **Hospital & Health Care:** 6.5% - **Security and Investigations:** 5.2% - **Insurance:** 5.2% - **Computer Software:** 5.2% - **Banking:** 5.2% - **Consumer Services:** 3.5% - **Real Estate:** 3.0% - **Construction:** 1.7% - **Other:** 45.2% #### Vonage Contact Center (formerly NewVoiceMedia) - **Information Technology and Services:** 14.0% - **Computer Software:** 12.0% - **Staffing and Recruiting:** 10.0% - **Marketing and Advertising:** 8.0% - **Outsourcing/Offshoring:** 6.0% - **Consumer Services:** 6.0% - **Financial Services:** 4.0% - **Insurance:** 3.0% - **Hospital & Health Care:** 2.0% - **Events Services:** 2.0% - **Other:** 33.0% --- ## Alternatives ### Alternatives to 8x8 Contact Center - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2582 reviews) - [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1415 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1642 reviews) - [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1430 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7019 reviews) - [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7359 reviews) ### Alternatives to Vonage Contact Center (formerly NewVoiceMedia) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2582 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.4/5 stars (92 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1642 reviews) - [Revenue.io](https://www.g2.com/products/revenue-io/reviews) — 4.7/5 stars (579 reviews) - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1851 reviews) - [Salesloft](https://www.g2.com/products/salesloft/reviews) — 4.5/5 stars (4287 reviews) - [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) — 4.4/5 stars (707 reviews) --- ## Top Discussions ### 8x8 Contact Center - Title: [How do I listen to calls from the virtual office?](https://www.g2.com/discussions/23979-how-do-i-listen-to-calls-from-the-virtual-office) — 1 comment, 2 upvotes > **Top comment:** "If you go into the Monitoring option in 8x8 VCC, there is a Playback feature where you can listen to recorded calls. We also have access to their Quality..." - Title: [How can I get someone to help me with creating custom reports for VCC?](https://www.g2.com/discussions/how-can-i-get-someone-to-help-me-with-creating-custom-reports-for-vcc) — 1 comment, 2 upvotes > **Top comment:** "8x8 Platform Analytics gives you some flexibility with regard to creating custom reports. It is very limited, though. When making my reports, I would just..." - Title: [How has your overall experience been with this product?](https://www.g2.com/discussions/how-has-your-overall-experience-been-with-this-product) — 1 comment, 1 upvote > **Top comment:** "Using 8x8 with Salesforce has overall been a very pleasant experience. The ability to create tasks attached to various numbers when customers call in, along..." - Title: [How can the 8x8 Contact Center include usage minutes with every license?](https://www.g2.com/discussions/how-can-the-8x8-contact-center-include-usage-minutes-with-every-license) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Unlike all other CCaaS providers, 8x8 owns native VoIP technology which enables us to include usage minutes with every license and allows us to manage,..." - Title: [What makes 8x8 Contact Center different than the other providers?](https://www.g2.com/discussions/what-makes-8x8-contact-center-different-than-the-other-providers) — 1 comment, 2 upvotes *(includes official response)* > **Top comment:** "8x8 Contact Center is the only collaborative contact center solution in the world, extremely high value by unifying team messaging, video conferencing,..." ### Vonage Contact Center (formerly NewVoiceMedia) - Title: [What is Vonage VCC?](https://www.g2.com/discussions/what-is-vonage-vcc) — 1 comment > **Top comment:** "Through a series of acquistions Vonage CC is essentially their improoved version of NewVoice Media. Strong Salesforce integration with some newer AI..." --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/8x8-contact-center-vs-vonage-contact-center-formerly-newvoicemedia)