What users are saying about
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119 Ratings
15 Ratings

8x8 Contact Center

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119 Ratings
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Score 7.8 out of 100
15 Ratings
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Score 7.7 out of 100

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.
Kelly Disera | TrustRadius Reviewer

CloudTalk

CloudTalk is best used if you need an easy tool for client calls or general customer relationship upkeeping. If you already have a well good database that can be connected with CloudTalk it is one of the easiest tools to use without wasting time during normal day work. Without a stable internet connection I don't recommend any Internet tool as the quality of the calls is important.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.5
CloudTalk
7.9
Agent dashboard
8x8 Contact Center
7.7
CloudTalk
8.1
Validate callers
8x8 Contact Center
8.1
CloudTalk
7.8
Outbound response
8x8 Contact Center
7.6
CloudTalk
8.1
Call forwarding
8x8 Contact Center
8.3
CloudTalk
7.9
Click-to-call (CTC)
8x8 Contact Center
7.1
CloudTalk
8.3
Warm transfer
8x8 Contact Center
8.2
CloudTalk
7.6
Predictive dialing
8x8 Contact Center
7.1
CloudTalk
7.4
Interactive voice response
8x8 Contact Center
8.4
CloudTalk
8.0
REST APIs
8x8 Contact Center
5.8
CloudTalk
7.9
Call scripts
8x8 Contact Center
8.2
CloudTalk
7.6
Call tracking
8x8 Contact Center
7.8
CloudTalk
8.1
Multichannel integration
8x8 Contact Center
6.7
CloudTalk
7.7
CRM software integration
8x8 Contact Center
6.1
CloudTalk
8.5

Workforce Optimization (WFO)

8x8 Contact Center
8.1
CloudTalk
7.9
Inbound call routing
8x8 Contact Center
8.5
CloudTalk
8.1
Omnichannel inbound routing
8x8 Contact Center
7.9
CloudTalk
7.6
Recording
8x8 Contact Center
8.3
CloudTalk
8.2
Quality management
8x8 Contact Center
7.7
CloudTalk
8.2
Call analytics
8x8 Contact Center
8.1
CloudTalk
8.4
Historical reporting
8x8 Contact Center
7.2
CloudTalk
7.9
Live reporting
8x8 Contact Center
9.0
CloudTalk
7.9
Customer surveys
8x8 Contact Center
7.9
CloudTalk
7.4
Customer interaction analytics
8x8 Contact Center
CloudTalk
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.
Michael Furman | 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

  • 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

CloudTalk

  • The service is unusable right now because it's always down. CloudTalk has oversold their service to too many customers on too few servers (as admitted on an email from their CEO to all their customers). We've lost all functionality for days - crippling our customer support team
Anonymous | TrustRadius Reviewer

Usability

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.
Chris Bugg | TrustRadius Reviewer

CloudTalk

CloudTalk 9.1
Based on 4 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 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.
Anonymous | TrustRadius Reviewer

CloudTalk

CloudTalk 7.4
Based on 16 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

Alternatives 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.
Jeffrey Bryan | TrustRadius Reviewer

CloudTalk

CloudTalk has a better value for the money spent and has been easier to set up than other peers in that regards as well as better overall integration with already existing Software that we have been using for years in our company. At the end, the communication with CloudTalk representatives sold us on the product.
Anonymous | TrustRadius Reviewer

Return 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.
Christina K | TrustRadius Reviewer

CloudTalk

  • Agents spend less time on each call due to automatic ticket creation.
  • We can use Chinese virtual number when calling Chinese customers.
  • Better customer experience overall due to smooth calling.
Anonymous | TrustRadius Reviewer

Screenshots

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

CloudTalk

General

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

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
CloudTalk
8.3

Usability

8x8 Contact Center
8.0
CloudTalk
9.1

Support Rating

8x8 Contact Center
7.0
CloudTalk
7.4

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