What users are saying about
8x8 Contact Center
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Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 177 reviews and ratings
Top Rated
64 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 64 reviews and ratings
Feature Set Ratings
Contact Center Software
7.4
8x8 Contact Center
74%
Aircall
Feature Set Not Supported
N/A
8x8 Contact Center ranks higher in 13/13 features
8x8 Contact Center ranks higher in 13/13 features
Agent dashboard
8.0
80%
69 Ratings
N/A
0 Ratings
Validate callers
7.0
70%
62 Ratings
N/A
0 Ratings
Outbound response
8.3
83%
59 Ratings
N/A
0 Ratings
Call forwarding
7.8
78%
77 Ratings
N/A
0 Ratings
Click-to-call (CTC)
6.6
66%
41 Ratings
N/A
0 Ratings
Warm transfer
8.3
83%
71 Ratings
N/A
0 Ratings
Predictive dialing
6.6
66%
28 Ratings
N/A
0 Ratings
Interactive voice response
7.6
76%
41 Ratings
N/A
0 Ratings
REST APIs
7.2
72%
25 Ratings
N/A
0 Ratings
Call scripts
7.6
76%
40 Ratings
N/A
0 Ratings
Call tracking
6.9
69%
67 Ratings
N/A
0 Ratings
Multichannel integration
8.4
84%
37 Ratings
N/A
0 Ratings
CRM software integration
6.2
62%
36 Ratings
N/A
0 Ratings
Workforce Optimization (WFO)
8.2
8x8 Contact Center
82%
Aircall
Feature Set Not Supported
N/A
8x8 Contact Center ranks higher in 8/8 features
8x8 Contact Center ranks higher in 8/8 features
Inbound call routing
8.6
86%
64 Ratings
N/A
0 Ratings
Omnichannel inbound routing
9.1
91%
32 Ratings
N/A
0 Ratings
Recording
8.1
81%
62 Ratings
N/A
0 Ratings
Quality management
7.3
73%
60 Ratings
N/A
0 Ratings
Call analytics
7.8
78%
63 Ratings
N/A
0 Ratings
Historical reporting
8.2
82%
57 Ratings
N/A
0 Ratings
Live reporting
9.0
90%
1 Rating
N/A
0 Ratings
Customer surveys
7.6
76%
27 Ratings
N/A
0 Ratings
Cloud PBX
8x8 Contact Center
Feature Set Not Supported
N/A
7.2
Aircall
72%
Aircall ranks higher in 5/5 features
Aircall ranks higher in 5/5 features
Hosted PBX
N/A
0 Ratings
8.0
80%
1 Rating
Multi-level Interactive Voice Response (IVR)
N/A
0 Ratings
7.1
71%
15 Ratings
User templates
N/A
0 Ratings
5.0
50%
1 Rating
Call reports
N/A
0 Ratings
7.7
77%
19 Ratings
Directory of employee names
N/A
0 Ratings
8.3
83%
17 Ratings
Call Management
8x8 Contact Center
Feature Set Not Supported
N/A
6.7
Aircall
67%
Aircall ranks higher in 5/5 features
Aircall ranks higher in 5/5 features
Answering rules
N/A
0 Ratings
8.0
80%
23 Ratings
Call recording
N/A
0 Ratings
8.8
88%
22 Ratings
Call park
N/A
0 Ratings
4.0
40%
1 Rating
Call screening
N/A
0 Ratings
6.6
66%
18 Ratings
Message alerts
N/A
0 Ratings
6.3
63%
19 Ratings
VoIP system collaboration
8x8 Contact Center
Feature Set Not Supported
N/A
6.9
Aircall
69%
Aircall ranks higher in 1/1 features
Aircall ranks higher in 1/1 features
Audio conferencing
N/A
0 Ratings
6.9
69%
15 Ratings
Mobile apps
8x8 Contact Center
Feature Set Not Supported
N/A
8.0
Aircall
80%
Aircall ranks higher in 2/2 features
Aircall ranks higher in 2/2 features
Mobile app for iOS
N/A
0 Ratings
8.0
80%
17 Ratings
Mobile app for Android
N/A
0 Ratings
8.0
80%
14 Ratings
Attribute Ratings
- 8x8 Contact Center is rated higher in 1 area: Likelihood to Recommend
- Aircall is rated higher in 1 area: Support Rating
Likelihood to Recommend
7.9
8x8 Contact Center
79%
84 Ratings
6.9
Aircall
69%
25 Ratings
Likelihood to Renew
9.1
8x8 Contact Center
91%
1 Rating
Aircall
N/A
0 Ratings
Usability
8.1
8x8 Contact Center
81%
16 Ratings
Aircall
N/A
0 Ratings
Support Rating
6.4
8x8 Contact Center
64%
73 Ratings
9.8
Aircall
98%
4 Ratings
Implementation Rating
9.1
8x8 Contact Center
91%
1 Rating
Aircall
N/A
0 Ratings
Contract Terms and Pricing Model
7.3
8x8 Contact Center
73%
1 Rating
Aircall
N/A
0 Ratings
Likelihood to Recommend
8x8 Contact Center
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Aircall
Aircall is great for anyone who has multiple team members calling from the same number or a team that needs to call from many different numbers. The way Aircall allows users to organize people and numbers is extremely customizable and efficient. I think just about any business could benefit from using Aircall and highly recommend it!

Verified User
General Manager in Customer Service
Construction Company, 11-50 employeesPros
8x8 Contact Center
- Tracks all inbound and outbound calls from our organization.
- Gives us the ability to record and review calls.
- Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
Aircall
- Make representatives aware of connection, time zone, environment. Having a sense of the customers location will help us to assist the customer
- Aircall always asks the quality of your call to be able to provide feedback on connection or issues with the app.
- Aircall is very customizable. You are able to set certain ringtones, play audio through computer and headset, as well as make it your own.
Customer Support
SDI STORESRetail, 11-50 employees
Cons
8x8 Contact Center
- Post-sale support through the online ticket system is painfully slow.
- It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
- The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesAircall
- No schedule for bank holidays
- No feature to update more than one phone line at the same time
- Admins don't have access to the timeline of a call to see with which agent it rang
- Missing agent-specific stats when your phone lines are organized in teams
- If calls are setup to ring to a first group and then a second, if the whole first group is already busy, it does not go to the second group but puts the customer on hold

Verified User
Employee in Customer Service
Insurance Company, 51-200 employeesPricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—8x8 Contact Center Editions & Modules
—
Additional Pricing Details
—Aircall
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
$0
Aircall Editions & Modules
Edition
Essentials | $301 |
---|---|
Professional | $501 |
Custom | Contact sales team |
- per user/per month
- none
Additional Pricing Details
—Usability
8x8 Contact Center
8x8 Contact Center 8.1
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Aircall
No score
No answers yet
No answers on this topic
Support Rating
8x8 Contact Center
8x8 Contact Center 6.4
Based on 73 answers
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
Aircall
Aircall 9.8
Based on 4 answers
We've enjoyed using Aircall so far and have had no issues with it. The platform is easy to use, looks nice, and makes it easy to keep track of everything.

Verified User
Manager in Customer Service
Media Production Company, 1-10 employeesImplementation Rating
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Aircall
No score
No answers yet
No answers on this topic
Alternatives Considered
8x8 Contact Center
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
Aircall
We used to answer phone calls on our fix line when at the office. The quality was very bad but we had in mind that a VOIP solution would be too expensive. When lockdown began last year, I had to redirect calls on my own mobile phone which was not efficient. Also I couldn't receive voicemails, have a history of calls or choose working hours.

Verified User
Manager in Customer Service
Food & Beverages Company, 1-10 employeesContract Terms and Pricing Model
8x8 Contact Center
8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
VP Business Development
MSP NetworkTelecommunications, 1-10 employees
Aircall
No score
No answers yet
No answers on this topic
Return on Investment
8x8 Contact Center
- The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
- We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
Aircall
- Because of the lack of local partnerships with South African telecoms companies, calls to South Africa is very expensive. This was not originally apparent when opening the Aircall account.
- Not having the option to display a local South African number in the CLIP, means that people are not always eager to pick up the phone when they see an overseas number ringing.
- The only positive impact has been the collaborative experience and being able to maintain a virtual office
Digital Marketing Consultant
We are TractionMarketing & Advertising, 11-50 employees