What users are saying about
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52 Ratings
26 Ratings
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Score 9 out of 100

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100

Likelihood to Recommend

3CX Phone System

The 3CX system is a well-thought out phone system with many features and options. The plan pricing is very affordable and flexible depending on your business needs. However, the key to having a solid, well-performing system with 3CX is the quality of your Internet connection. You may want to discuss your Internet connection type and speeds with a 3CX reseller before deciding on a 3CX system.
Anonymous | TrustRadius Reviewer

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

3CX Phone System
8x8 Contact Center
6.1
Agent dashboard
3CX Phone System
8x8 Contact Center
7.3
Validate callers
3CX Phone System
8x8 Contact Center
6.6
Outbound response
3CX Phone System
8x8 Contact Center
6.1
Call forwarding
3CX Phone System
8x8 Contact Center
7.2
Click-to-call (CTC)
3CX Phone System
8x8 Contact Center
6.3
Warm transfer
3CX Phone System
8x8 Contact Center
7.0
Predictive dialing
3CX Phone System
8x8 Contact Center
5.3
Interactive voice response
3CX Phone System
8x8 Contact Center
6.1
REST APIs
3CX Phone System
8x8 Contact Center
5.0
Call scripts
3CX Phone System
8x8 Contact Center
5.1
Call tracking
3CX Phone System
8x8 Contact Center
7.2
Multichannel integration
3CX Phone System
8x8 Contact Center
5.5
CRM software integration
3CX Phone System
8x8 Contact Center
5.0

Workforce Optimization (WFO)

3CX Phone System
8x8 Contact Center
7.5
Inbound call routing
3CX Phone System
8x8 Contact Center
8.1
Omnichannel inbound routing
3CX Phone System
8x8 Contact Center
7.3
Recording
3CX Phone System
8x8 Contact Center
7.9
Quality management
3CX Phone System
8x8 Contact Center
6.9
Call analytics
3CX Phone System
8x8 Contact Center
7.4
Historical reporting
3CX Phone System
8x8 Contact Center
6.7
Live reporting
3CX Phone System
8x8 Contact Center
9.0
Customer surveys
3CX Phone System
8x8 Contact Center
6.8

Pros

3CX Phone System

  • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
  • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
  • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.
Anonymous | TrustRadius Reviewer

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

Cons

3CX Phone System

  • The webmeeting function is clumsy compared to Zoom or Google Meets (Hangouts).
  • There is no support offered without paying for it, but the web forum that is offered for free does allow you to throw out questions and have them answered by someone in the community of 3CX user administrators.
Laura Steinbrink | TrustRadius Reviewer

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

Usability

3CX Phone System

No score
No answers yet
No answers on this topic

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Support Rating

3CX Phone System

3CX Phone System 6.5
Based on 2 answers
I didn't have to use support personally but I have talked to the administrators of the system and they confirm that any issue is dealt with quickly. As we haven't had big issues I can't talk about priority 1 incidents which require immediate attention, but normal issues are answered fairly quickly and accurately.
Anonymous | TrustRadius Reviewer

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Alternatives Considered

3CX Phone System

Both are great - 3CX was chosen for its Windows compatibility, The operation has been very straightforward and was easily integrated and maintained. The ability to migrate later to a stable Unix platform is considered a real plus. We have been very pleased with the ease of use and the stability that the 3CX system provides, even on a Windows platform.
Mike McCloskey | TrustRadius Reviewer

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

Return on Investment

3CX Phone System

  • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
  • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.
Artur Bittencourt | TrustRadius Reviewer

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

3CX Phone System

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

3CX Phone System
9.0
8x8 Contact Center
7.5

Usability

3CX Phone System
8x8 Contact Center
8.2

Support Rating

3CX Phone System
6.5
8x8 Contact Center
5.5

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