What users are saying about
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52 Ratings
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Top Rated
129 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100

Fuze

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Top Rated
129 Ratings
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Score 7.6 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

Fuze

Fuze is very good around collaboration, meetings are simple to set up once initial familiarity is done. The telephony is consistently of a high quality and very reliable which keeps the users happy. The chat functionality is improving and becoming more useful and being picked up as a tool by a growing number of users. Fuze lacks the flexibility of being able to compete with WebEx regarding remote control of a computer for someone who does not have Fuze installed. This is required by customer support personnel dealing with customers who need to have an issue resolved but cannot install software without change control.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Fuze
Agent dashboard
8x8 Contact Center
7.3
Fuze
Validate callers
8x8 Contact Center
6.6
Fuze
Outbound response
8x8 Contact Center
6.1
Fuze
Call forwarding
8x8 Contact Center
7.2
Fuze
Click-to-call (CTC)
8x8 Contact Center
6.3
Fuze
Warm transfer
8x8 Contact Center
7.0
Fuze
Predictive dialing
8x8 Contact Center
5.3
Fuze
Interactive voice response
8x8 Contact Center
6.1
Fuze
REST APIs
8x8 Contact Center
5.0
Fuze
Call scripts
8x8 Contact Center
5.1
Fuze
Call tracking
8x8 Contact Center
7.2
Fuze
Multichannel integration
8x8 Contact Center
5.5
Fuze
CRM software integration
8x8 Contact Center
5.0
Fuze

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Fuze
Inbound call routing
8x8 Contact Center
8.1
Fuze
Omnichannel inbound routing
8x8 Contact Center
7.3
Fuze
Recording
8x8 Contact Center
7.9
Fuze
Quality management
8x8 Contact Center
6.9
Fuze
Call analytics
8x8 Contact Center
7.4
Fuze
Historical reporting
8x8 Contact Center
6.7
Fuze
Live reporting
8x8 Contact Center
9.0
Fuze
Customer surveys
8x8 Contact Center
6.8
Fuze

Cloud PBX

8x8 Contact Center
Fuze
6.9
Hosted PBX
8x8 Contact Center
Fuze
8.0
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
Fuze
6.8
User templates
8x8 Contact Center
Fuze
6.2
Call reports
8x8 Contact Center
Fuze
6.4
Directory of employee names
8x8 Contact Center
Fuze
7.0

Call Management

8x8 Contact Center
Fuze
7.0
Answering rules
8x8 Contact Center
Fuze
7.3
Call recording
8x8 Contact Center
Fuze
6.9
Call park
8x8 Contact Center
Fuze
6.9
Message alerts
8x8 Contact Center
Fuze
7.0

VoIP system collaboration

8x8 Contact Center
Fuze
7.3
Video conferencing
8x8 Contact Center
Fuze
7.0
Audio conferencing
8x8 Contact Center
Fuze
7.6

Mobile apps

8x8 Contact Center
Fuze
7.8
Mobile app for iOS
8x8 Contact Center
Fuze
8.1
Mobile app for Android
8x8 Contact Center
Fuze
7.6

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

Fuze

  • Availability to use your work number anytime anywhere. Our recruiters make themselves available as much as they can. Being able to answer calls from their worklines while not in the office and make calls from their work numbers is a big deal.
  • Setting up new phones and numbers is very easy with their hub. I don't always have to go directly to their support team to setup new users. As long as I have the mac address of the phone and we have free numbers I can set a new user up in minutes.
  • Their support team is great as well. If I do need to get help with an issue their support team is quick to respond and very knowledgeable about their systems. Their team is also able to fix most support cases within the same day.
David Scalise | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

Fuze

  • There is lack of customization. I would love to have access to set up background colors for my Fuze, add wallpapers as a background. Change the font, color of numbers and texts that appear on the screen.
  • I have seen a button saying you have an upgrade on Fuze. And i see it quite a few times. I would want to have like one upgrade that pushes a couple of updates together rather than couple of small upgrades.
Jigar Patel | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 7.2
Based on 14 answers
1,000% will renew. For the price, for the features, for the support, for the implementation, for the ability to deploy to a new site, or a new company acquisitioned that has an older PBX, we can get them to Fuze with so little effort, dump the phones on their desk, and give them all the features and "WOW" that they would expect from a modern enterprise.
D. SKye Hodges | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Fuze

Fuze 8.0
Based on 7 answers
It does the core job very well. If I'm looking for a stripped down version that will work fairly well, then Fuze is great. If you're looking for something feature rich, there are better solutions. Fuze is economical and if you aren't doing anything fancy, it's a great platform
Luke Ferrel | TrustRadius Reviewer

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 9.1
Based on 1 answer
Because the people who designed Fuze were Data-center people, they thought of availability first, there really isn't any excuse for telephony downtime, and they certainly do well with this. There has never been a total outage, just a few features sometimes have been offline while Fuze moves the service to other servers, NEVER calling, sometimes chat or physical phones (which can be fixed by rebooting them). The uptime on the Fuze systems is basically: Always up, always available.
D. SKye Hodges | TrustRadius Reviewer

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 9.1
Based on 1 answer
Since Fuze runs across multiple devices and platforms they really strived to make a lightweight interface that is optimized for phone calls, chat, and collaboration. The web client loads fast, the chat is always up-to-date, phone calls arrive on-time. The desktop client is the most feature rich and basically it just adds desktop sharing functionality as well as VoIP for calling, and the mobile client doesn't consume a lot of battery, and it stays running to get phone calls, chats, and can do meetings over Wifi, Cellular Data, or Cellular voice.
D. SKye Hodges | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Fuze

Fuze 6.5
Based on 76 answers
Support is an area Fuze could improve. With the most recent updates it's become much better however there are sometimes days that will pass before a response from support is received and in most case connectivity is used as a standard response. Recently had a call where when dialed in via the iOS app it was very difficult to hear however when I dialed in, it was clear.
Anonymous | TrustRadius Reviewer

In-Person Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 9.1
Based on 1 answer
At many of our sites with more than 50 users, Fuze sent someone onsite to train. This worked surprisingly well, as the trainer allowed the users to set the pace and answered TONS of questions. Fuze has a very streamlined training process, their staff is very professional, very knowledgeable and very engaging.
D. SKye Hodges | TrustRadius Reviewer

Online Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 9.1
Based on 1 answer
Fuze has vast amounts of training videos and guides on how to use its products and services. There are literally endless-hours of training and I often point end-users to a particular video which addresses the specific needs of the user, for example: how to check voicemail. Or, how to share your desktop, etc.
D. SKye Hodges | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 6.9
Based on 75 answers
Implementation on the other hand was fairly good. Getting the network infrastructure setup was a bit of work, but at least we had a bit of help from Fuze, in regards to that. Afterwards, we just had to notify our employees to install the Fuze client on their laptops and phones. After all that, the implementation went pretty smoothly
Kainer Yu | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

Fuze

Although Skype and GoToMeeting are great products in their own right, I feel that Fuze has a more professional look and is more intuitive to use and navigate than other products. I feel that Fuze is more suited for business purposes and seems less like an instant messenger.
Anonymous | TrustRadius Reviewer

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 9.1
Based on 1 answer
Fuze does have scalability limits but most of that is how many end-points they can put on a virtual PBX, or VCX as they call them, I THINK its limit is somewhere between 2,000 and 5,000, but we've not had issues with that because we have put users into various VCXs some by location, some by department or function. Either way, we have 7,000 currently deployed, and are going to end up with over 15,000 when we are done, Fuze is VERY scalable.
D. SKye Hodges | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

Fuze

  • We receive constant negative feedback from mangers about the system not functioning correctly. (This is mainly due to lack of support from Fuze)
  • This has had a positive impact in that the system is cheaper and we are missing less calls due to the functionality of the system.
Mikey Romero | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Fuze

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Fuze
7.4

Likelihood to Renew

8x8 Contact Center
Fuze
7.2

Usability

8x8 Contact Center
8.2
Fuze
8.0

Reliability and Availability

8x8 Contact Center
Fuze
9.1

Performance

8x8 Contact Center
Fuze
9.1

Support Rating

8x8 Contact Center
5.5
Fuze
6.5

In-Person Training

8x8 Contact Center
Fuze
9.1

Online Training

8x8 Contact Center
Fuze
9.1

Implementation Rating

8x8 Contact Center
Fuze
6.9

Scalability

8x8 Contact Center
Fuze
9.1

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