What users are saying about
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85 Ratings
8 Ratings

8x8 Contact Center

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85 Ratings
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Score 7.5 out of 100
8 Ratings
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Score 7.3 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is well suited for any small or mid-sized business. I cannot attest to how it would fare in a large operation. There are some quirks with retrieving voicemails. There seem to be a lot of redundancies (e.g. push X to listen to your messages, then press Y to select this group, then press X to listen to your messages). Seems like too many steps to me.
Anonymous | TrustRadius Reviewer

8x8 Express

For the price, having all of these features is amazing. If you have separate divisions and want to not have a ton of crossover with calls this is a great setup. It isn’t a great setup if you need only one phone since it doesn’t make sense since you won’t use most of the features.
Luke Sullivan | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.5
8x8 Express
Agent dashboard
8x8 Contact Center
7.2
8x8 Express
Validate callers
8x8 Contact Center
7.7
8x8 Express
Outbound response
8x8 Contact Center
6.8
8x8 Express
Call forwarding
8x8 Contact Center
7.7
8x8 Express
Click-to-call (CTC)
8x8 Contact Center
6.7
8x8 Express
Warm transfer
8x8 Contact Center
7.6
8x8 Express
Predictive dialing
8x8 Contact Center
5.7
8x8 Express
Interactive voice response
8x8 Contact Center
6.5
8x8 Express
REST APIs
8x8 Contact Center
5.2
8x8 Express
Call scripts
8x8 Contact Center
5.7
8x8 Express
Call tracking
8x8 Contact Center
7.3
8x8 Express
Multichannel integration
8x8 Contact Center
5.7
8x8 Express
CRM software integration
8x8 Contact Center
5.1
8x8 Express

Workforce Optimization (WFO)

8x8 Contact Center
7.6
8x8 Express
Inbound call routing
8x8 Contact Center
8.1
8x8 Express
Omnichannel inbound routing
8x8 Contact Center
7.5
8x8 Express
Recording
8x8 Contact Center
7.9
8x8 Express
Quality management
8x8 Contact Center
7.1
8x8 Express
Call analytics
8x8 Contact Center
7.6
8x8 Express
Historical reporting
8x8 Contact Center
6.4
8x8 Express
Live reporting
8x8 Contact Center
9.0
8x8 Express
Customer surveys
8x8 Contact Center
7.3
8x8 Express

Pros

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

8x8 Express

  • Being able to forward calls to my cell phone when I am out of office.
  • So much functionality. So many options.
  • One set price instead of a bunch of add-on fees.
Luke Sullivan | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The Contact Center is not directly integrated with the Work (Virtual Office) system. Essentially the Contact Center forwards the calls to the Work extension for each Support rep. Then the call is actually answered from the Work app. This has caused some confusion and learning curves for the Support team as they need to use 2 systems\applications when doing all calls from the soft-phone interfaces. Getting Contact Center directly integrated with the Work app would increase ease of use dramatically.
Eric Payne | TrustRadius Reviewer

8x8 Express

  • Setup is a pain.
  • Transferring numbers take a long time.
Luke Sullivan | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 7.5
Based on 6 answers
I gave it an 8 only because in order to use the Call Center system, you need to use another application first. Otherwise your calls won't actually come through or go out. If it weren't for this small detail, I would have rated it a 10. This definitely isn't a deal breaker for me just something that won't allow me to give it a perfect 10. Everything else is great though.
Anonymous | TrustRadius Reviewer

8x8 Express

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.5
Based on 40 answers
8x8 is a critical part of our business and when there have been issues, which fortunately is not often, it has been difficult to get an 8x8 support agent with the knowledge to solve our issue on the phone quickly. We expect the immediacy of phone support, not the tedium of slow to be responded to support by email.
Jeffrey Bryan | TrustRadius Reviewer

8x8 Express

8x8 Express 5.5
Based on 1 answer
If you get less than 4 phones you fall into the online only customer service. There were a couple of times that I could have used more assistance but figuring it out online was a bit of a hassle.
Luke Sullivan | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

RingCentral vs 8x8 - I specifically used RingCentral for two years before switching to 8x8. RingCentral has constant connection issues, call routing fails, and Queue call interruptions. We found callers were not getting through to us at all and were being sent to voicemail or had long wait times while our team was not even being notified there was a call in the Queue. Their customer service was a waste of time and you'd be better attempting to resolve the issue yourself than wait on the phone with a representative, just for them to transfer you to another representative and explain the situation again. Mitel - I reviewed Mitel and 8x8 when we decided to leave 8x8. Mitel was a very close runner up. The deciding factor was we had had conversations with 8x8 in the previous year and the impression the representative made with us was long-standing.
Anonymous | TrustRadius Reviewer

8x8 Express

I love 8x8. Having not used Polycom phones before, the hardest part was learning how to set up and use the actual phones. 8x8 makes it a seamless transition from using other service providers. Their customer service is excellent although if you get their cheapest plan you will only get online assistance.
Luke Sullivan | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • It is hard to say how 8x8 has directly influenced our ROI, but the convenience of transferring customer phone calls to their appropriate salesperson (for both our customers and our salespeople) has been huge.
  • It is also really handy/saves us time to dial an extension directly.
Molly Moore | TrustRadius Reviewer

8x8 Express

  • We are still learning all the nuances but we miss much fewer calls.
  • Transitioning calls to the appropriate person is much easier.
  • Ease of use.
Luke Sullivan | TrustRadius Reviewer

Screenshots

8x8 Contact Center

8x8 Express

Pricing Details

8x8 Contact Center

General

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

8x8 Express

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.8
8x8 Express
9.1

Usability

8x8 Contact Center
7.5
8x8 Express

Support Rating

8x8 Contact Center
7.5
8x8 Express
5.5

Add comparison