8x8 Contact Center vs. Aircall

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.5 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Aircall
Score 8.1 out of 10
N/A
Aircall headquartered in Paris provides a VOIP system for business designed to support contact centers, featuring IVR and automated call routing, conference calls, shared call inbox and call notes, unlimited concurrent calls and call queuing, and many integrations with CRM or marketing systems to support a variety of support or sales purposes.
$30
per user/per month
Pricing
8x8 Contact CenterAircall
Editions & Modules
No answers on this topic
Essentials
$30
per user/per month
Professional
$50
per user/per month
Custom
Contact sales team
Offerings
Pricing Offerings
8x8 Contact CenterAircall
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
8x8 Contact CenterAircall
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.9
131 Ratings
19% below category average
Aircall
-
Ratings
Agent dashboard7.8116 Ratings00 Ratings
Validate callers6.9105 Ratings00 Ratings
Outbound response8.0102 Ratings00 Ratings
Call forwarding8.0119 Ratings00 Ratings
Click-to-call (CTC)5.577 Ratings00 Ratings
Warm transfer8.0115 Ratings00 Ratings
Predictive dialing7.953 Ratings00 Ratings
Interactive voice response7.169 Ratings00 Ratings
REST APIs7.541 Ratings00 Ratings
Call scripts7.469 Ratings00 Ratings
Call tracking6.9115 Ratings00 Ratings
Multichannel integration4.567 Ratings00 Ratings
CRM software integration4.459 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.8
122 Ratings
6% below category average
Aircall
-
Ratings
Inbound call routing7.8111 Ratings00 Ratings
Omnichannel inbound routing8.161 Ratings00 Ratings
Recording8.0108 Ratings00 Ratings
Quality management7.7108 Ratings00 Ratings
Call analytics7.5108 Ratings00 Ratings
Historical reporting7.3100 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.157 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
8x8 Contact Center
-
Ratings
Aircall
7.7
22 Ratings
6% below category average
Hosted PBX00 Ratings8.01 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings7.816 Ratings
User templates00 Ratings5.01 Ratings
Call reports00 Ratings8.020 Ratings
Directory of employee names00 Ratings10.018 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
8x8 Contact Center
-
Ratings
Aircall
7.3
25 Ratings
15% below category average
Answering rules00 Ratings9.624 Ratings
Call recording00 Ratings9.023 Ratings
Call park00 Ratings4.01 Ratings
Call screening00 Ratings7.819 Ratings
Message alerts00 Ratings5.920 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
8x8 Contact Center
-
Ratings
Aircall
9.7
16 Ratings
16% above category average
Audio conferencing00 Ratings9.716 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
8x8 Contact Center
-
Ratings
Aircall
8.8
24 Ratings
6% above category average
Mobile app for iOS00 Ratings7.918 Ratings
Mobile app for Android00 Ratings9.814 Ratings
Best Alternatives
8x8 Contact CenterAircall
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterAircall
Likelihood to Recommend
7.7
(135 ratings)
7.7
(26 ratings)
Likelihood to Renew
7.7
(6 ratings)
-
(0 ratings)
Usability
8.3
(21 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
3.5
(52 ratings)
9.8
(2 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.4
(4 ratings)
-
(0 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
8x8 Contact CenterAircall
Likelihood to Recommend
8x8, Inc.
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.
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Aircall
Aircall is a great fit for any SaaS organization for sales and support groups. Since I come from sales, I cannot talk about support, but for the sales team, it's a great help. It's intuitive and user-friendly. No need for formal training as it's very easy to access all the features you need. I particularly like the option of taking calls on my mobile phone while I am away from my desk or traveling, and also how I can easily manage my working hours and schedule. I also like its ability to interact with different CRMs and other useful tools like Slack, etc.
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Pros
8x8, Inc.
  • 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.
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Aircall
  • Aircall's integration with HubSpot is fantastic. I can call from anywhere in HubSpot and know that my call is logged automatically. During my call, I have easy access to a contact's record and can pull up any information I need in just the click of a button. The only limit I've found is that it doesn't (yet?) auto-log to tickets. This seems to be pretty common among other integrations so it wasn't seen as a con in our buying decision.
  • I really like the Aircall dashboard and being able to customize who has access to what number. We even have the ability to give outbound calling privileges only to certain team members. It's also great that you can set up each individual number's answer tree to ring to the correct person.
  • There's a lot of cool features that don't make sense for our particular business, but I think Aircall's metric tracking and coaching abilities would be really useful for a lot of teams. I remember in my first call hearing about a feature where a manager can listen in and "whisper" tips to a rep during a call that only the rep would be able to hear. I can see how this would add value in a coaching situation.
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Cons
8x8, Inc.
  • 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.
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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
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Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
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Aircall
No answers on this topic
Usability
8x8, Inc.
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!!
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Aircall
No answers on this topic
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Aircall
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Aircall
No answers on this topic
Support Rating
8x8, Inc.
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.
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Aircall
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.
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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Aircall
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Aircall
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Aircall
No answers on this topic
Alternatives Considered
8x8, Inc.
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.
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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.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Aircall
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Aircall
No answers on this topic
Return on Investment
8x8, Inc.
  • 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.
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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
Read full review
ScreenShots

Aircall Screenshots

Screenshot of A simple way to make and receive calls at your desk.Screenshot of Your calls on the go, anywhere you go (iOS + Android).Screenshot of Track your team's call activities in real-time in the Aircall Activity Feed.Screenshot of Track your team's call performance in real-time in the Aircall Analytics Dashboard.