Virtual Contact Center Pricing, Features, Reviews & Comparison of Alternatives

Virtual Contact Center

Contact Center Solution

4.04/5 (154 reviews)

Virtual Contact Center overview

ContactNow is a self-service cloud contact center that allows teams to engage with customers using powerful inbound and outbound call features. Users are able to route customer calls using drag & drop IVRs, reach out to customers with an outbound campaign manager, and gain critical business and employee insights from the reporting engine.

ContactNow’s inbound calling features allow users to efficiently route and answer incoming calls to agents. The predictive dialer helps maximize talk time by replacing manual dialing for preview, progressive, and predictive dialing. The platform includes a drag & drop visual IVR tool with advanced skills based routing, allowing users to automate the distribution of incoming calls to team members that can best assist the customer.

ContactNow’s iPad monitoring app helps users identify bottlenecks and explore queue, team, or individual performance using filters. Users can drill down to every individual’s interactions to monitor their daily statistics. The fully customizable dashboard comes with a range of widgets for providing statistics, activity summaries, performance metrics, notes and to-dos, and more.

Call recording tools allow each call to be saved for playback, along with features for pause and highlight, and automated call recording. Users can listen into calls in real time to provide one-to-one assistance, including agent whisper and call barge functionality. The platform connects with various CRM systems for improved efficiency and productivity, and integrates ticket management systems directly with Zendesk for integrated voice capabilities.
www.8x8.com

Pricing

Starting from
$0.04
Pricing options
Free
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, United Kingdom

Supported languages

English
Virtual Contact Center screenshot: View a real-time dashboard with status reporting, customer information, overall activity, and agent performance8x8 ContactNow - Contact Center for TeamsVirtual Contact Center screenshot: The iPad monitoring app provides contact center stats and info including activity summaries, performance metrics, and moreVirtual Contact Center screenshot: ContactNow’s iPad monitoring app enables users to explore queue, team, or individual performanceVirtual Contact Center screenshot: Communicate with colleagues efficiently through instant messagingVirtual Contact Center screenshot: Get a snapshot of current staff status Virtual Contact Center screenshot: See a real-time report of contact center activities on a global, team or queue basis

Virtual Contact Center reviews

Value for money
Features
Ease of use
Customer support
  4.0
  4.1
  4.0
  3.9
Cheryl Long

Why Broadband Phones for Offices?

Used daily for less than 6 months
Reviewed 2016-10-17
Review Source: Software Advice

Why do I like this company? Not only do I like this company I have a great relationship with working from my office phones and using this wonderful broadband phone company. Now wait, no landlines in my office. No landlines. I was able to work with this team and duplicate my office phones and place them in my home as well. I do a lot of cloud technology for our Dental office and it is important to have a phone system that can pull the load. I love the fact that I have an automated attendant that can play any message I record on it. I can custom fit it to our office and place any message I want our patients to hear. Now lets get down to the flexibility of this phone system. Ready? I can answer calls from a phone, on the computer, on an app on my cell phone anywhere. This company has the ability to track any call that comes in. If a patient does not leave a message I can still get in touch with them to help them out. New people calling in also can get a call back even if they do not leave a message. Now you say if you had a big staff you would not need to have to call them back you would answer the phone. True, but I save on staff salary, and possible lack of staff motivation this way. I roll the money back into the practice. If I am doing office work in another location and it is after hours I am still able to monitor the calls and call them right back. If it is an emergency they can get scheduled very quickly. The team at 8x8.com can customize your phone needs for any size office. They were able to help me out when I needed a fax machine very quickly lets, say in the next two hours. I still remember that day that I called my sales rep out in the West Coast about 6:30 am and he went far and beyond to help our company set up a broadband fax machine. He grabbed his coffee and within 2 hours my fax machine was up and running. This helped our patient with keeping an appointment that they need to go to and not have to reschedule. The office that sprang the surprise on us was quick to note how fast our team came threw. 8X8.com is part of our team because I feel that we are on the same team. You will not get a better team working for you when it comes to your phone needs. This team is BAA compliant for medical and dental offices. Also not just medical and dental but for insurance companies, accountants and many other offices that fit into HIPPA compliance. Love working with their technology team when I need to change anything on my phone system. These guys are great to work with and I guess that is why we have been going strong with them now since 2014.The 8x8 team is the best. Great technology and great customer support!

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Joel Harrison

I Recommend 8x8 All the Time!

Used daily for 2+ years
Reviewed 2018-08-17
Review Source: Software Advice

I work with a lot of different companies and help them choose a variety of software and technology vendors. Normally when we are replacing phone systems I look at 8x8 as one of my top three choices for each client. So far we have only had one client where it wasn't a fit due to the large number of lines they needed 8x8 to manage and the cost associated with that. Overall every client I have connected with 8x8 has ended up loving them. The service is excellent as long as you have stable Internet and their customer service is outstanding.- Feature rich VoIP system for low monthly cost per line - Get discounts the more lines you add - Offers virtual soft phones for no additional cost - Solid variety of physical office phones to choose from; phones come pre-programmed just plug them in and they work - Call management and users can be edited from the portal easily - Very reliable servers and service - Offers free testing tool to see how well your Internet and network would handle their service - Port your existing numbers and add new ones

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Joel Pearl

Simple to use phone system management

Used daily for 2+ years
Reviewed 2017-11-07
Review Source: Capterra

The biggest benefit gained is simple incoming and outgoing call management. I have over 70 clients who could call at any given time and it is important to be able to easily view any missed calls/voicemails/text messages so that I can return the calls. I've found 8x8's service to be more than satisfactory, especially considering the price point.The visual layout of this application is intuitive and easy to use. It is easy to mange incoming and outgoing phone calls from my desktop. I also appreciate how easy it is to add contacts as they call in. The application provides handy desktop notifications which allow me to stay on top of any missed calls/voicemails/text messages I missed while I am away from my business phone.

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Keyana Kutney

8x8 is especially useful when employees are working from home and need to be accessible to clients.

Used daily for 2+ years
Reviewed 2018-04-10
Review Source: Capterra

Without this software - particularly, its mobile app - it would not be possible for me to work from home ever. With the app, I am able to keep in touch with clients by phone, without them ever having access to my personal cell phone number or even knowing that I'm not actually in the office. The call quality is sometimes even better than that of my Verizon cell phone quality, which says a lot. I am continuously surprised and pleased by how clear and loud each call is, even when clients are calling from a mobile line.

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Ganesh Unnam

Best Communication Software

Used daily for 2+ years
Reviewed 2018-08-18
Review Source: Software Advice

small UI mistakes make it look bad, But overall a good product.Best softphone services with multiple changeable numbers, Its the best virtual office with multiple features when compared to its competitors. It also provides visual voicemails, phone directory, corporate directory, instant messaging, presence, video calling, fax, call recording, web conferencing and many more.

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Virtual Contact Center pricing

Starting from
$0.04
Pricing options
Free
Free trial
Subscription
View Pricing Plans

Standard: $0 per user/month. +0.04¢/min

Pro: $50 per user/month. +2,000 mins

Ultimate: $75 per user/month. +5,000 mins

Virtual Contact Center features

CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Instant Messaging
Monitoring
Third Party Integration

API (124 other apps)
Activity Dashboard (55 other apps)
Automatic Notifications (46 other apps)
Call Reporting (48 other apps)
Caller ID (54 other apps)
Chat (69 other apps)
Conferencing (65 other apps)
Live / Video Conferencing (46 other apps)
Receiving (49 other apps)
Reporting & Statistics (49 other apps)
SMS Integration (44 other apps)
Voice Mail (48 other apps)

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#12 in Call Center

View full ranking
42
15
3
6
18

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Virtual Contact Center also features in these categories:

Additional information for Virtual Contact Center

Key features of Virtual Contact Center

  • Customer engagement center
  • Outbound call center
  • Progressive dialer
  • Manual dialer
  • Inbound call center
  • Virtual call center
  • Management tools
  • Predictive dialer
  • Web based UI
  • Visual IVR
  • Skills based routing
  • Real-time analytics
  • iPad monitoring app
  • Call recording
  • Call monitoring
  • Integrations
  • Drag & drop IVR tool
  • Call routing
  • Outbound campaign manager
  • Transfer calls
  • Suite of pre-configured reports
  • Real-time status reporting
  • Instant messaging
  • Preview dialer
  • Graphical reporting
  • Pause and highlight calls
  • Agent performance
  • Customer information
  • Automatic call distribution
  • Zendesk integration
  • Cloud storage
  • Agent whisper and call barge
  • Broadcast dialing
View All Features

Benefits

ContactNow helps increase productivity by swapping manual dialing with a predictive and progressive outbound dialer.

Broadcast dialing features allow organizations to communicate urgent announcements or group reminders to as many numbers as desired.

Customizable reporting enables users to get the most out of their resources with rich contact center analytics.

The monitoring app for iPad enables users to access the ContactNow dashboard while on-the-go for real-time status reporting and instant messaging.

ContactNow integrates with Zendesk for a complete support desk with integrated voice capabilities into the ticket management system.