What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
43 Ratings

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

CloudTalk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
43 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Feature Set Ratings

  • 8x8 Contact Center ranks higher in 1 feature set: Workforce Optimization (WFO)
  • CloudTalk ranks higher in 1 feature set: Contact Center Software

Contact Center Software

7.4

8x8 Contact Center

74%
7.9

CloudTalk

79%
CloudTalk ranks higher in 8/13 features

Agent dashboard

8.0
80%
69 Ratings
7.8
78%
34 Ratings

Validate callers

7.0
70%
62 Ratings
7.9
79%
31 Ratings

Outbound response

8.3
83%
59 Ratings
7.9
79%
31 Ratings

Call forwarding

7.8
78%
77 Ratings
8.8
88%
30 Ratings

Click-to-call (CTC)

6.6
66%
41 Ratings
8.3
83%
30 Ratings

Warm transfer

8.3
83%
71 Ratings
9.0
90%
24 Ratings

Predictive dialing

6.6
66%
28 Ratings
7.3
73%
18 Ratings

Interactive voice response

7.6
76%
41 Ratings
7.3
73%
21 Ratings

REST APIs

7.2
72%
25 Ratings
7.7
77%
23 Ratings

Call scripts

7.6
76%
40 Ratings
7.5
75%
18 Ratings

Call tracking

6.9
69%
67 Ratings
7.3
73%
28 Ratings

Multichannel integration

8.4
84%
37 Ratings
7.3
73%
22 Ratings

CRM software integration

6.2
62%
36 Ratings
8.6
86%
27 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
7.5

CloudTalk

75%
8x8 Contact Center ranks higher in 7/9 features

Inbound call routing

8.6
86%
64 Ratings
7.6
76%
26 Ratings

Omnichannel inbound routing

9.1
91%
32 Ratings
7.4
74%
22 Ratings

Recording

8.1
81%
62 Ratings
7.2
72%
29 Ratings

Quality management

7.3
73%
60 Ratings
7.8
78%
26 Ratings

Call analytics

7.8
78%
63 Ratings
7.7
77%
30 Ratings

Historical reporting

8.2
82%
57 Ratings
6.9
69%
28 Ratings

Live reporting

9.0
90%
1 Rating
7.8
78%
26 Ratings

Customer surveys

7.6
76%
27 Ratings
7.6
76%
20 Ratings

Customer interaction analytics

N/A
0 Ratings
7.9
79%
20 Ratings

Attribute Ratings

  • 8x8 Contact Center is rated higher in 3 areas: Likelihood to Renew, Support Rating, Implementation Rating
  • CloudTalk is rated higher in 2 areas: Likelihood to Recommend, Usability

Likelihood to Recommend

7.9

8x8 Contact Center

79%
84 Ratings
8.7

CloudTalk

87%
34 Ratings

Likelihood to Renew

9.1

8x8 Contact Center

91%
1 Rating
8.2

CloudTalk

82%
1 Rating

Usability

8.1

8x8 Contact Center

81%
16 Ratings
8.4

CloudTalk

84%
5 Ratings

Support Rating

6.4

8x8 Contact Center

64%
73 Ratings
6.1

CloudTalk

61%
17 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
1 Rating
8.2

CloudTalk

82%
1 Rating

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

CloudTalk

N/A
0 Ratings

Likelihood to Recommend

8x8 Contact Center

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.
Amye Roberson | TrustRadius Reviewer

CloudTalk

Voice calls [with CloudTalk] work very well from pretty much everywhere, you just need to have a good network connection and the audio quality of the phone call will be perfect.This is really helpful to avoid for example roaming costs and also to have one single phone number to be contacted by the customers.Where I find that CloudTalk can improve is on their native iOS application where sometimes is unstable.
Frederico Rocha | TrustRadius Reviewer

Pros

8x8 Contact Center

  • 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.
Gary Savage | TrustRadius Reviewer

CloudTalk

  • Very easy to setup and configure. It took literally a few minutes to start making our first calls.
  • Integrates with many CRM systems. We've connected with Zendesk for calls and texts to generate tickets automatically.
  • Great selection of virtual numbers for international calls.
  • Great customer support team with quick replies.
  • Call quality is generally good, especially for the price.
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • 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.
Anonymous | TrustRadius Reviewer

CloudTalk

  • A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one.
  • Desktop app has had some instability issue.
  • IVR needs to be self-recorded which can lead to a lower quality.
Samantha Semuhin | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Starting Price

8x8 Contact Center Editions & Modules

Additional Pricing Details

CloudTalk

General

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

Starting Price

$0 per user or company/month (invoiced annually)

CloudTalk Editions & Modules

Edition
CloudTalk Essential$25.001
CloudTalk Custom-2
CloudTalk Expert$40.003
CloudTalk Starter$20.003
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
Additional Pricing Details

Likelihood to Renew

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
No answer on this topic is available.

CloudTalk

CloudTalk 8.2
Based on 1 answer
It is working and affordable
Trevor Nicholson | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.1
Based on 16 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

CloudTalk

CloudTalk 8.4
Based on 5 answers
CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work.
Ieva Lukstiņa | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 6.4
Based on 73 answers
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.
Chris Nguyen | TrustRadius Reviewer

CloudTalk

CloudTalk 6.1
Based on 17 answers
They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!
Stanislav Bouda | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

CloudTalk

CloudTalk 8.2
Based on 1 answer
No answer on this topic is available.

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

CloudTalk

It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before.
Logan Brown | TrustRadius Reviewer

Contract Terms and Pricing Model

8x8 Contact Center

8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
Keith Simpson | TrustRadius Reviewer

CloudTalk

No score
No answers yet
No answers on this topic

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

CloudTalk

  • For a similar price it is not necessary to manage so many cell phone accounts
  • Unlike basic telephony. It is possible to have more control of the interactions with our clients.
  • For administrators it allows better control of commercial actions or the corresponding area for communication issues
Pablo Ritchie | TrustRadius Reviewer

Screenshots

Add comparison