8x8 Contact Center vs Dialpad Workforce Management

8x8 Contact Center brings agents, tools, and customer interactions into one contact center platform. It supports voice, chat, email, SMS, RCS, video, and social channels, with inbound calling, outbound dialing, and an IVR builder. AI capabilities include conversational AI, agent assistance, routing, and self-service flows. Supervisors can use speech analytics, unified interaction data, and a supervisor workspace. Workforce features cover forecasting, scheduling, and tracking. Out-of-the-box CRM integrations include NetSuite, Salesforce, Zendesk, Microsoft Dynamics, and 8x8's local CRM, with functions such as screen pops, click-to-dial, chat management, and single sign-on. APIs cover analytics, CRM records, chat, calls, campaigns, recordings, and reporting. 8x8 describes role-based access, SSO and MFA, encryption in transit and at rest, configurable password policies, and fraud monitoring. Pricing is custom and requires a quote from sales; no free plan is listed.

Dialpad Workforce Management (WFM) provides contact centers with demand forecasting, capacity planning, agent scheduling, adherence tracking, and performance management. It automates shift planning as contact volumes change, while managers can monitor schedule adherence in real time, review productivity across channels, and analyze behavioral trends. Scheduling supports automatic activity rotation, shift swaps, and time-off requests. Reports cover utilization, time and adherence, timesheet exports, shrinkage, and agent distribution. WFM supports demand and omnichannel forecasting, intraday management, and skills-based scheduling across phone, email, chat, SMS, WhatsApp, Facebook, Facebook Messenger, and Instagram. It is built on Dialpad's acquisition of Surfboard and brings scheduling, forecasting, and adherence tracking into Dialpad Support. Customers can use it as an add-on to Support or as a standalone product; standalone inquiries go to a Customer Success Manager. Support Essentials is $95 a month, Advanced is $135 a month, and Premium is $170 a month, with WFM available as an add-on. Forecasts typically take around 72 hours after an integration is connected.