What users are saying about
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Top Rated
240 Ratings
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Top Rated
199 Ratings

8x8 Contact Center

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Top Rated
240 Ratings
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Score 7.9 out of 100

Broadvoice

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Top Rated
199 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Contact Center Software

    7.5

    8x8 Contact Center

    75%

    Broadvoice

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.1
    81%
    91 Ratings
    N/A
    0 Ratings

    Validate callers

    7.0
    70%
    82 Ratings
    N/A
    0 Ratings

    Outbound response

    8.5
    85%
    77 Ratings
    N/A
    0 Ratings

    Call forwarding

    7.8
    78%
    97 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    6.7
    67%
    58 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.4
    84%
    92 Ratings
    N/A
    0 Ratings

    Predictive dialing

    6.7
    67%
    43 Ratings
    N/A
    0 Ratings

    Interactive voice response

    7.6
    76%
    57 Ratings
    N/A
    0 Ratings

    REST APIs

    8.3
    83%
    35 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    51 Ratings
    N/A
    0 Ratings

    Call tracking

    7.0
    70%
    88 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.3
    83%
    52 Ratings
    N/A
    0 Ratings

    CRM software integration

    6.0
    60%
    47 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.3

    8x8 Contact Center

    83%

    Broadvoice

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 8/8 features

    Inbound call routing

    8.7
    87%
    85 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.0
    90%
    48 Ratings
    N/A
    0 Ratings

    Recording

    8.2
    82%
    83 Ratings
    N/A
    0 Ratings

    Quality management

    7.3
    73%
    81 Ratings
    N/A
    0 Ratings

    Call analytics

    7.9
    79%
    84 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.3
    83%
    78 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    7.7
    77%
    42 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • 8x8 Contact Center is rated higher in 2 areas: Usability, Implementation Rating
    • Broadvoice is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating
    • 8x8 Contact Center and Broadvoice are tied in 1 area: In-Person Training

    Likelihood to Recommend

    7.9

    8x8 Contact Center

    79%
    106 Ratings
    8.6

    Broadvoice

    86%
    130 Ratings

    Likelihood to Renew

    8.3

    8x8 Contact Center

    83%
    5 Ratings
    8.8

    Broadvoice

    88%
    9 Ratings

    Usability

    8.6

    8x8 Contact Center

    86%
    18 Ratings
    7.9

    Broadvoice

    79%
    7 Ratings

    Availability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Broadvoice

    N/A
    0 Ratings

    Performance

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Broadvoice

    N/A
    0 Ratings

    Support Rating

    6.4

    8x8 Contact Center

    64%
    75 Ratings
    9.1

    Broadvoice

    91%
    7 Ratings

    In-Person Training

    9.1

    8x8 Contact Center

    91%
    1 Rating
    9.1

    Broadvoice

    91%
    1 Rating

    Online Training

    8x8 Contact Center

    N/A
    0 Ratings
    9.1

    Broadvoice

    91%
    1 Rating

    Implementation Rating

    9.1

    8x8 Contact Center

    91%
    3 Ratings
    8.6

    Broadvoice

    86%
    4 Ratings

    Configurability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Broadvoice

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    7.3

    8x8 Contact Center

    73%
    1 Rating

    Broadvoice

    N/A
    0 Ratings

    Ease of integration

    8.6

    8x8 Contact Center

    86%
    2 Ratings

    Broadvoice

    N/A
    0 Ratings

    Product Scalability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Broadvoice

    N/A
    0 Ratings

    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.
    Read full review

    Broadvoice

    Putting calls on park so they can be accessed anywhere in the offices. The system is so easy to learn for everyone involved. The customer service has been very good as well - someone does respond quickly when asked for help. I also like the fact that if I cannot understand the voicemail someone left, I can check my computer and hear it better.
    Read full review

    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.
    Read full review

    Broadvoice

    • Broadvoice is excellent for customizing/tailoring to a business's specific needs.
    • Tech Support is easy to reach, and provides consistent help.
    • Onboarding new customers is very thorough and supportive. Changing phone systems is overwhelming and time-consuming. Broadvoice makes it as easy as possible with clear expectations and fantastic training.
    Read full review

    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.
    Read full review

    Broadvoice

    • Process for provisioning a new telephone can be time consuming
    • Auto attendant text-to-voice options are limited and sound more robotic than some I've used
    • Bits of information about telephone extensions/people are stored in multiple locations. Often I miss updating one piece and have to dig around for it a 2nd time. Not always found in intuitive places. (maybe provide links to related info? )
    Read full review

    Pricing Details

    8x8 Contact Center

    Starting Price

    Editions & Modules

    8x8 Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      View Pricing

      Broadvoice

      Starting Price

      $10 monthly, 12 or 36 months per seat

      Editions & Modules

      Broadvoice editions and modules pricing
      EditionModules
      b-hive Metered Seat Cloud PBX101
      b-hive Standard Seat Cloud PBX182
      b-hive Pro Seat Cloud PBX233
      b-hive Standard Seat - Call Paths74
      b-hive Pro Seat - Call Paths105
      SIP Trunking - Metered116
      SIP Trunking - Unlimited177
      Contact CenterContact Sales8

      Footnotes

      1. per month per user
      2. per month per user
      3. per month per user
      4. per month
      5. per month
      6. per month per user
      7. per month per user
      8. none

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Pricing Based on 3 Year Terms

      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
      Read full review

      Broadvoice

      Broadvoice is an ideal value. It's not the best possible IP based phone system but it's easily one of the best options if cost is a factor. We got a capable and easy to use product while lowering our costs, a total win-win.
      Read full review

      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!!
      Read full review

      Broadvoice

      At first, it seemed "daunting" to use but that is very much the same with a lot of things that are new. Broadvoice supplies great Quick Sheets to main topics, such as Feature Codes, Flow Charts, User Guides, which are easy to read and follow. Once it is used often, it is easy to understand, follow, and make changes to fit your company
      Read full review

      Reliability and Availability

      8x8, Inc.

      The only issue I have ran across was on getting the updated new version
      Read full review

      Broadvoice

      No answers on this topic

      Performance

      8x8, Inc.

      Yes everything loads quickly and its ready for use
      Read full review

      Broadvoice

      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.
      Read full review

      Broadvoice

      Laura H. our Service Coordinator was exceptionally helpful when the inevitable hiccups occurred along the way. She calmly sought out solutions that kept the project moving so that we could meet our move-out/move-in deadlines. Also, their 24/7 Business Support line is staffed with knowledgeable people that answer my questions quickly and accurately.
      Read full review

      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.
      Read full review

      Broadvoice

      The in-person was done by phone and was GREAT!
      Read full review

      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
      Read full review

      Broadvoice

      Easy for even the most basic user.
      Read full review

      Implementation Rating

      8x8, Inc.

      It was extremely easy
      Read full review

      Broadvoice

      It was straightforward to set up. The phone was delivered prior to installation. The script and routing of calls were established prior to installation as well. The on-site technician installed each phone and offered training to anyone who asked. The main setup for hours, calls, and extensions was already set up via online meeting, making the phone install on-site a seamless experience.
      Read full review

      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.
      Read full review

      Broadvoice

      Other companies have used other systems, and there has always seemed to be a disconnect. The communication system can end up being a nightmare and truly ruin the day/week/month when issues arise. We have had the benefit of Broadvoice, so that has not been the case for us
      Read full review

      Contract Terms and Pricing Model

      8x8, Inc.

      It is pretty much "Par for the course" with the options out there with other vendors.
      Read full review

      Broadvoice

      No answers on this topic

      Scalability

      8x8, Inc.

      It was implemented across the board in the company and has worked perfectly
      Read full review

      Broadvoice

      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.
      Read full review

      Broadvoice

      • We have pretty much cut our phone service bill in half compared to our previous provider.
      • The reliability of the system has reduced downtime to null.
      • Communication, communication, communication is a must for any organization. Broadvoice has met all our expectations plus. Well worth the investment.
      Read full review

      Screenshots

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