What users are saying about
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118 Ratings
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Top Rated
160 Ratings

8x8 Contact Center

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118 Ratings
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Score 7.8 out of 100

Fuze

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Top Rated
160 Ratings
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Score 7.3 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

Fuze

Fuze is excellent where the simplicity of a fully cloud-based, turn-key solution is desired. There are plenty of options for customization, including an always improving Contact Center module to handle small-medium call centers without overly complex routing and IVR requirements. It is also well-suited for geographically disperse environments, and companies with a large number of adds, moves, and changes. Growing companies will appreciate the flexibility to increase from a handful of users in a single location to hundreds or even thousands of employees all around the globe without the need to migrate to a new system or replace expensive hardware appliances.
John Dennis | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.4
Fuze
Agent dashboard
8x8 Contact Center
7.7
Fuze
Validate callers
8x8 Contact Center
8.1
Fuze
Outbound response
8x8 Contact Center
7.6
Fuze
Call forwarding
8x8 Contact Center
8.3
Fuze
Click-to-call (CTC)
8x8 Contact Center
7.1
Fuze
Warm transfer
8x8 Contact Center
8.2
Fuze
Predictive dialing
8x8 Contact Center
6.9
Fuze
Interactive voice response
8x8 Contact Center
8.3
Fuze
REST APIs
8x8 Contact Center
5.6
Fuze
Call scripts
8x8 Contact Center
8.2
Fuze
Call tracking
8x8 Contact Center
7.7
Fuze
Multichannel integration
8x8 Contact Center
6.5
Fuze
CRM software integration
8x8 Contact Center
5.9
Fuze

Workforce Optimization (WFO)

8x8 Contact Center
8.1
Fuze
Inbound call routing
8x8 Contact Center
8.5
Fuze
Omnichannel inbound routing
8x8 Contact Center
7.8
Fuze
Recording
8x8 Contact Center
8.3
Fuze
Quality management
8x8 Contact Center
7.7
Fuze
Call analytics
8x8 Contact Center
8.1
Fuze
Historical reporting
8x8 Contact Center
7.2
Fuze
Live reporting
8x8 Contact Center
9.0
Fuze
Customer surveys
8x8 Contact Center
7.8
Fuze

Cloud PBX

8x8 Contact Center
Fuze
7.2
Hosted PBX
8x8 Contact Center
Fuze
8.0
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
Fuze
6.9
User templates
8x8 Contact Center
Fuze
6.9
Call reports
8x8 Contact Center
Fuze
6.8
Directory of employee names
8x8 Contact Center
Fuze
7.2

Call Management

8x8 Contact Center
Fuze
7.4
Answering rules
8x8 Contact Center
Fuze
7.5
Call recording
8x8 Contact Center
Fuze
7.4
Call park
8x8 Contact Center
Fuze
7.6
Message alerts
8x8 Contact Center
Fuze
7.2

VoIP system collaboration

8x8 Contact Center
Fuze
7.4
Video conferencing
8x8 Contact Center
Fuze
7.0
Audio conferencing
8x8 Contact Center
Fuze
7.8

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

  • 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

Fuze

  • Responses to customer issues are often poor, This is mainly directed to billing-related issues but to a customer reporting a problem they do not care what department is causing the delay, it's just an issue that they have opened that needs to be sorted out.
  • There seems to have been several changes regarding the direction the product is moving in certain areas which have caused confusion and frustration. Areas that are very important to our business which we were told were planned have been jettisoned.
  • More transparency should be given regarding the roadmap and direction.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 3.3
Based on 15 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 8.0
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

Fuze

Fuze 6.6
Based on 9 answers
Very easy to use. You log in with your organization credentials. You can choose which device you want to use it on. If it needs to be embedded to SalesForce, then you have to stick to Windows. As for mobile units, you can install it on iOS or Android and make calls easily.
Cengiz Eris | TrustRadius Reviewer

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 8.0
Based on 2 answers
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 8.0
Based on 2 answers
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 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

Fuze

Fuze 6.7
Based on 87 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 7.3
Based on 88 answers
I am very well satisfied with the Fuze implementation at our company. It is really easy to set up. It's a straight up process and requires very minimal oversight. I will also like to say that the implementation was fairly quick. Also the UI is very easy to go around. You can easily find any feature in particular that you were searching for.
Jigar Patel | 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

Fuze

WebEx seems to be a top contender against Fuze, but because it's more meeting based than for just individual calls we decided to disregard it as a solution as a replacement for our traditional phone system. Skype for Business on the other hand is also good and has the features we need, but it was too expensive.
Kainer Yu | TrustRadius Reviewer

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Fuze

Fuze 6.0
Based on 2 answers
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

  • 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

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
8.1
Fuze
7.3

Likelihood to Renew

8x8 Contact Center
Fuze
3.3

Usability

8x8 Contact Center
8.0
Fuze
6.6

Reliability and Availability

8x8 Contact Center
Fuze
8.0

Performance

8x8 Contact Center
Fuze
8.0

Support Rating

8x8 Contact Center
7.0
Fuze
6.7

In-Person Training

8x8 Contact Center
Fuze
9.1

Online Training

8x8 Contact Center
Fuze
9.1

Implementation Rating

8x8 Contact Center
Fuze
7.3

Scalability

8x8 Contact Center
Fuze
6.0

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