8x8 Contact Center vs. Fuze

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.7 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Fuze
Score 7.3 out of 10
Enterprise companies (1,001+ employees)
Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.
$15
per month
Pricing
8x8 Contact CenterFuze
Editions & Modules
No answers on this topic
US Outbound
$0.02
Per Minute
Fuze Meetings
$15
Per User/Per Month
Offerings
Pricing Offerings
8x8 Contact CenterFuze
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterFuze
Considered Both Products
8x8 Contact Center
Chose 8x8 Contact Center
We selected 8x8 Contact Center because they gave us the best value. They had the best features for the price
Fuze
Chose Fuze
Fuze was far more expensive and more complicated to set up. Our current platform took a few days to set up with SSO. Our contact center took a bit longer but works amazingly.
Chose Fuze
Fuze is on par with its feature set of any cloud pbx provider I have seen.
Chose Fuze
8x8 has a solid platform, an all in one solution, and great support. We chose Fuze over 8x8 based on cultural fit and the clear desire to continue to build and to innovate at Fuze. That matches well with the modernization and transformation we're undertaking within our business …
Chose Fuze
We evaluated 8x8 at one of our sites and found that it lacked the functionality of Fuze and many options for call routing and call center were not an option.
Top Pros
Top Cons
Features
8x8 Contact CenterFuze
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.3
123 Ratings
14% below category average
Fuze
-
Ratings
Agent dashboard7.9110 Ratings00 Ratings
Validate callers7.498 Ratings00 Ratings
Outbound response8.394 Ratings00 Ratings
Call forwarding8.1113 Ratings00 Ratings
Click-to-call (CTC)6.170 Ratings00 Ratings
Warm transfer8.3108 Ratings00 Ratings
Predictive dialing7.849 Ratings00 Ratings
Interactive voice response7.565 Ratings00 Ratings
REST APIs8.439 Ratings00 Ratings
Call scripts7.762 Ratings00 Ratings
Call tracking7.2107 Ratings00 Ratings
Multichannel integration5.462 Ratings00 Ratings
CRM software integration4.755 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.2
114 Ratings
2% below category average
Fuze
-
Ratings
Inbound call routing8.0103 Ratings00 Ratings
Omnichannel inbound routing8.456 Ratings00 Ratings
Recording8.7100 Ratings00 Ratings
Quality management7.7100 Ratings00 Ratings
Call analytics7.9101 Ratings00 Ratings
Historical reporting8.293 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.853 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
8x8 Contact Center
-
Ratings
Fuze
6.7
111 Ratings
20% below category average
Hosted PBX00 Ratings6.378 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings6.873 Ratings
User templates00 Ratings5.960 Ratings
Call reports00 Ratings7.292 Ratings
Directory of employee names00 Ratings7.3107 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
8x8 Contact Center
-
Ratings
Fuze
7.2
107 Ratings
15% below category average
Answering rules00 Ratings7.199 Ratings
Call recording00 Ratings6.889 Ratings
Call park00 Ratings7.573 Ratings
Message alerts00 Ratings7.493 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
8x8 Contact Center
-
Ratings
Fuze
8.0
91 Ratings
2% below category average
Video conferencing00 Ratings7.877 Ratings
Audio conferencing00 Ratings8.290 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
8x8 Contact Center
-
Ratings
Fuze
8.2
103 Ratings
2% below category average
Mobile app for iOS00 Ratings8.194 Ratings
Mobile app for Android00 Ratings8.377 Ratings
Best Alternatives
8x8 Contact CenterFuze
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
Zoom Phone
Zoom Phone
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterFuze
Likelihood to Recommend
7.9
(127 ratings)
6.9
(116 ratings)
Likelihood to Renew
8.0
(6 ratings)
7.6
(20 ratings)
Usability
8.7
(20 ratings)
7.1
(12 ratings)
Availability
9.1
(2 ratings)
8.9
(4 ratings)
Performance
9.1
(2 ratings)
8.0
(4 ratings)
Support Rating
6.1
(76 ratings)
7.4
(161 ratings)
In-Person Training
9.1
(1 ratings)
8.0
(2 ratings)
Online Training
-
(0 ratings)
9.0
(2 ratings)
Implementation Rating
8.7
(4 ratings)
7.9
(186 ratings)
Configurability
9.1
(2 ratings)
8.7
(3 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
8.0
(3 ratings)
Product Scalability
9.1
(2 ratings)
7.8
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.5
(3 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(3 ratings)
User Testimonials
8x8 Contact CenterFuze
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
Fuze
Fuze has way more capability than we need for our small office so it might be best suited for large installations, call centers, and complex environments. Our office is small and our needs [are] minimal, so when we need support we are challenged to understand the support person due to our lack of technical sophistication. We sometimes feel like we should switch to a solution more geared for consumers or SOHO. Nevertheless, Fuze provides reliable service at [a] reasonable cost that meets our needs, and because support is rarely needed we are happy with them most of the time, i.e. when support isn't needed.
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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
Fuze
  • Support Team - the best I have ever worked with. They help 24/7 on any issue I could come across. Usually it is an item I could fix myself and they fix it and show me how to fix the same issue if I have it in the future.
  • Contact Center - We do Commercial Collections involving Sales and Collections. We have 50 people on the phone at one time. Contact Center lets a Manager listen live and gives help if the rep needs help selling or collecting.
  • Pandemic 2020 - without Fuze we would have been unable to work for 3 months. They saved our "rears" since we already had all their services up and running for years.
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
Fuze
  • Desktop application stability and compatibility with certain hardware.
  • Better installation - Per-user and per-computer installs sometimes compete with one another and/or upgrades fail to install.
  • [The] desktop app is not best for touchscreen-enabled devices due to lack of ability to scroll through messages using a finger or stylus.
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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
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Fuze
Fuze is a solid application that is a great asset to the business for our sales staff to make daily calls to clients and candidates. Managers can monitor call data and times to keep up to date with team performance, as well as monitor calls for users on their team. The Fuze/MS Teams integration is an exciting prospect that would be very beneficial to us as a business, for seamless integration between the 2 platforms.
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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!!
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Fuze
Fuze was built with the end-user in mind. It was built to have a common interface on mobile and desktop. Fuze Web is new, and it also has the exact same interface as the desktop and mobile, and they are still working on the ability to make phone calls from the browser itself, currently it can do meetings just fine. Everything about Fuze was built with the end-user in mind.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
Read full review
Fuze
We've had a few outages over the past year. More than other vendors I've used. They usually have outages fixed within an hour. The downside is they do not provide root cause of outages. If they do at takes them at least a month to get it to you
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Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
Read full review
Fuze
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.
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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.
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Fuze
Our experience with Fuze support has been overall very positive. Their technicians seem to be well trained and able to handle a variety of requests and issues without unnecessary delays or extensive troubleshooting. Fuze allows enough customer access to avoid the need to call support for every little issue but is ready to assist when issues are beyond our capabilities to resolve.
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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.
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Fuze
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.
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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
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Fuze
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.
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Implementation Rating
8x8, Inc.
It was extremely easy
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Fuze
Personally, I didn't have any trouble getting started with Fuze. It was installed on my computer on my first day and I was good to go! Little to no hiccups. I was not with the company when they first adapted Fuze so I can not speak to the implementation as a whole.
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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.
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Fuze
Fuze was far more expensive and more complicated to set up. Our current platform took a few days to set up with SSO. Our contact center took a bit longer but works amazingly.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Fuze
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
Read full review
Fuze
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.
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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.
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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.
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ScreenShots