What users are saying about
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Top Rated
177 Ratings
Top Rated
64 Ratings

8x8 Contact Center

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Top Rated
177 Ratings
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Score 7.7 out of 100
Top Rated
64 Ratings
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Score 7.7 out of 100

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

    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

    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

    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

    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

    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

    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.
    Amye Roberson | TrustRadius Reviewer

    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!
    Anonymous | TrustRadius Reviewer

    Pros

    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.
    Gary Savage | TrustRadius Reviewer

    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.
    Neesha Melendez | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Aircall

    • 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
    Anonymous | TrustRadius Reviewer

    Pricing 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
    CustomContact sales team
    1. per user/per month
    2. 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!!
    Kelly Disera | TrustRadius Reviewer

    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.
    Chris Nguyen | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 1 answer
    It was extremely easy
    Amye Roberson | TrustRadius Reviewer

    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.
    Chris Bugg | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Contract 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.
    Keith Simpson | TrustRadius Reviewer

    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.
    Michael Furman | TrustRadius Reviewer

    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
    Nico Labuschagne | TrustRadius Reviewer

    Screenshots

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