What users are saying about
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Top Rated
156 Ratings

8x8 Contact Center

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Top Rated
156 Ratings
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Score 7.5 out of 100
2 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

Broadvoice b-hive

It is well suited for organizations where there are traveling salespeople, or as in our case, we are all working remotely and need to be contacting clients, vendors, other work associates. Less needed if you are working in a physical office, or you don't really need to be making calls consistently that are work-related.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.0
Broadvoice b-hive
Agent dashboard
8x8 Contact Center
7.0
Broadvoice b-hive
Validate callers
8x8 Contact Center
6.8
Broadvoice b-hive
Outbound response
8x8 Contact Center
7.2
Broadvoice b-hive
Call forwarding
8x8 Contact Center
7.6
Broadvoice b-hive
Click-to-call (CTC)
8x8 Contact Center
6.5
Broadvoice b-hive
Warm transfer
8x8 Contact Center
7.1
Broadvoice b-hive
Predictive dialing
8x8 Contact Center
7.1
Broadvoice b-hive
Interactive voice response
8x8 Contact Center
7.3
Broadvoice b-hive
REST APIs
8x8 Contact Center
6.2
Broadvoice b-hive
Call scripts
8x8 Contact Center
7.4
Broadvoice b-hive
Call tracking
8x8 Contact Center
6.5
Broadvoice b-hive
Multichannel integration
8x8 Contact Center
7.4
Broadvoice b-hive
CRM software integration
8x8 Contact Center
6.7
Broadvoice b-hive

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Broadvoice b-hive
Inbound call routing
8x8 Contact Center
7.6
Broadvoice b-hive
Omnichannel inbound routing
8x8 Contact Center
8.8
Broadvoice b-hive
Recording
8x8 Contact Center
7.2
Broadvoice b-hive
Quality management
8x8 Contact Center
6.9
Broadvoice b-hive
Call analytics
8x8 Contact Center
6.7
Broadvoice b-hive
Historical reporting
8x8 Contact Center
6.5
Broadvoice b-hive
Live reporting
8x8 Contact Center
9.0
Broadvoice b-hive
Customer surveys
8x8 Contact Center
7.3
Broadvoice b-hive

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

Broadvoice b-hive

  • Being able to differentiate between your personal and work numbers on the same device.
  • Having the convenience of my work number access even when I am working while out of town.
  • Being able to use the app to send and receive text messages from my work number.
Anonymous | TrustRadius Reviewer

Cons

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.
Chris Nguyen | TrustRadius Reviewer

Broadvoice b-hive

  • For the most part it works great, but sometimes the reception isn't as clear as I would like it to be. Not sure what can be done to improve that.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 15 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

Broadvoice b-hive

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 6.9
Based on 67 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.
Anonymous | TrustRadius Reviewer

Broadvoice b-hive

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

Broadvoice b-hive

This has really been our first experience using an app such as b-hive organization-wide for our phone system, so I don't have much to stack up against it. I just really appreciate the ease of using our original phone system via this app without having to go to some other product/service.
Anonymous | TrustRadius Reviewer

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

Broadvoice b-hive

  • It has had a positive impact that our team members who are working remotely can have the use of their work phone on their device and be able to separate work and personal... makes for much happier team members.
  • It has had a positive impact that our clients and others can still contact us and we can provide a professional environment although we are not in a physical space.
  • Don't know that I can give any hard numbers, but it has helped us to continue with a great culture... very important for long term happy team members and clients.
Anonymous | TrustRadius Reviewer

Pricing 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

Broadvoice b-hive

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Broadvoice b-hive Editions & Modules

Edition
B-hive Metered Seat Cloud PBX$101
B-hive Standard Seat Cloud PBX$181
B-hive Pro Seat Cloud PBX$231
B-hive Standard Seat - Call Paths$72
B-hive Pro Seat - Call Paths$102
SIP Trunking Metered Trunk$113
SIP Trunking Unlimited Trunk$173
Contact CenterContact Sales
  1. per user, per month
  2. per month
  3. per user, per month
  4. none
Additional Pricing Details
Pricing Based on 3 Year Terms

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Broadvoice b-hive
9.0

Usability

8x8 Contact Center
8.0
Broadvoice b-hive

Support Rating

8x8 Contact Center
6.9
Broadvoice b-hive

Add comparison