8x8 Contact Center vs Aircall

Likelihood to Recommend

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.

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Kelly Disera

Call Center Manager

AUS UrologyHospital & Health Care, 51-200 employees

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I think Aircall is suited for any company that needs to manage their phones easily - and especially if that phone is managed by multiple people. Being able to assign a voicemail to a specific user is so handy!

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Verified User

Manager in Customer Service

Media Production Company, 1-10 employees

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Feature Rating Comparison

8x8 Contact Center

Aircall

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Aircall

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

8x8 Contact Center

Aircall

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

8x8 Contact Center

Aircall

Answering rules

Call recording

Call park

Call screening

Message alerts

8x8 Contact Center

Aircall

Audio conferencing

8x8 Contact Center

Aircall

Mobile app for iOS

Pros

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Support line
Shared inboxes
Support
Implementation

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Verified User

Manager in Sales

Computer Software Company, 51-200 employees

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Cons

The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

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Chris Nguyen

Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

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The mobile app should have all the same features of the desktop app including being able to add multiple callers to one call.
I wish Aircall had texting so we could integrate one phone system with our CRM (HubSpot).

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Verified User

Manager in Customer Service

Media Production Company, 1-10 employees

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Usability

8x8 Contact Center 8.0

Based on 16 answers

It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.

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Chris Bugg

Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

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No score

No answers yet

No answers on this topic

Support Rating

8x8 Contact Center 7.0

Based on 50 answers

The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.

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Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

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Aircall 9.6

Based on 4 answers

They were prompt, actually listened to what our problems were, and whether or not the product had a solution I felt heard and was responded to honestly.

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Verified User

Manager in Sales

Computer Software Company, 51-200 employees

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Alternatives Considered

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.

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Jeffrey Bryan

Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 employees

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We previously used Grasshopper. It was cumbersome and the web option was not user-friendly. It did incorporate texting but would not integrate with our CRM so we switched to Aircall. Aircall's interface is nicer to use and we are happy with the switch.

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Verified User

Manager in Customer Service

Media Production Company, 1-10 employees

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Return on Investment

The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
A negative impact is how short the phone warranty is.
A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.

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Christina K

Office Manager

Blanchard & Thomas, LLPLaw Practice, 1-10 employees

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The shared inbox was great and gave our customers an amazing experience.
The lack of integration with our CRM made it tough for our sales reps to organize it.
Connectivity made for a lot of dropped calls.

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Verified User

Manager in Sales

Computer Software Company, 51-200 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

8x8 Contact Center Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Aircall Editions & Modules

Edition

Essentials	$30¹
Professional	$50¹
Custom	Contact sales team

per user/per month

Additional Pricing Details

—

Rating Summary

8x8 Contact Center

Aircall

8x8 Contact Center

Aircall

8x8 Contact Center

Aircall

Likelihood to Recommend