What users are saying about
8x8 Contact Center
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119 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 119 reviews and ratings
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.3 out of 100
Based on 4 reviews and ratings
Likelihood to Recommend
8x8 Contact Center
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.
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Aircall
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!

Verified User
Manager in Customer Service
Media Production Company, 1-10 employeesFeature Rating Comparison
Contact Center Software
8x8 Contact Center
7.5
Aircall
—
Agent dashboard
8x8 Contact Center
7.7
Aircall
—
Validate callers
8x8 Contact Center
8.1
Aircall
—
Outbound response
8x8 Contact Center
7.6
Aircall
—
Call forwarding
8x8 Contact Center
8.3
Aircall
—
Click-to-call (CTC)
8x8 Contact Center
7.1
Aircall
—
Warm transfer
8x8 Contact Center
8.2
Aircall
—
Predictive dialing
8x8 Contact Center
7.1
Aircall
—
Interactive voice response
8x8 Contact Center
8.3
Aircall
—
REST APIs
8x8 Contact Center
5.8
Aircall
—
Call scripts
8x8 Contact Center
8.2
Aircall
—
Call tracking
8x8 Contact Center
7.8
Aircall
—
Multichannel integration
8x8 Contact Center
6.7
Aircall
—
CRM software integration
8x8 Contact Center
6.1
Aircall
—
Workforce Optimization (WFO)
8x8 Contact Center
8.1
Aircall
—
Inbound call routing
8x8 Contact Center
8.5
Aircall
—
Omnichannel inbound routing
8x8 Contact Center
7.9
Aircall
—
Recording
8x8 Contact Center
8.3
Aircall
—
Quality management
8x8 Contact Center
7.7
Aircall
—
Call analytics
8x8 Contact Center
8.1
Aircall
—
Historical reporting
8x8 Contact Center
7.2
Aircall
—
Live reporting
8x8 Contact Center
9.0
Aircall
—
Customer surveys
8x8 Contact Center
7.9
Aircall
—
Cloud PBX
8x8 Contact Center
—
Aircall
6.0
Hosted PBX
8x8 Contact Center
—
Aircall
8.0
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
—
Aircall
8.0
User templates
8x8 Contact Center
—
Aircall
5.0
Call reports
8x8 Contact Center
—
Aircall
5.0
Directory of employee names
8x8 Contact Center
—
Aircall
4.0
Call Management
8x8 Contact Center
—
Aircall
5.6
Answering rules
8x8 Contact Center
—
Aircall
7.0
Call recording
8x8 Contact Center
—
Aircall
9.0
Call park
8x8 Contact Center
—
Aircall
4.0
Call screening
8x8 Contact Center
—
Aircall
2.0
Message alerts
8x8 Contact Center
—
Aircall
6.0
VoIP system collaboration
8x8 Contact Center
—
Aircall
7.9
Audio conferencing
8x8 Contact Center
—
Aircall
7.9
Mobile apps
8x8 Contact Center
—
Aircall
7.8
Mobile app for iOS
8x8 Contact Center
—
Aircall
7.8
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
Aircall
- Support line
- Shared inboxes
- Support
- Implementation

Verified User
Manager in Sales
Computer Software Company, 51-200 employeesCons
8x8 Contact Center
- 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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
Aircall
- 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).

Verified User
Manager in Customer Service
Media Production Company, 1-10 employeesUsability
8x8 Contact Center
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.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
Aircall
No score
No answers yet
No answers on this topic
Support Rating
8x8 Contact Center
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.

Verified User
General Manager in Corporate
Health, Wellness and Fitness Company, 1-10 employeesAircall
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.

Verified User
Manager in Sales
Computer Software Company, 51-200 employeesAlternatives Considered
8x8 Contact Center
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.
Sr. Contracts Manager
Fortna Inc.Logistics & Supply Chain, 201-500 employees
Aircall
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.

Verified User
Manager in Customer Service
Media Production Company, 1-10 employeesReturn on Investment
8x8 Contact Center
- 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.
Office Manager
Blanchard & Thomas, LLPLaw Practice, 1-10 employees
Aircall
- 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.

Verified User
Manager in Sales
Computer Software Company, 51-200 employeesPricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
8x8 Contact Center Editions & Modules
—
Additional Pricing Details
—Aircall
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