What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
118 Ratings
8x8 Contact Center
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
118 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 118 reviews and ratings
Fuze
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
160 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.3 out of 100
Based on 160 reviews and ratings
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.
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
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.
Network Administrator
UNICOM Engineering, Inc.Information Technology & Services, 201-500 employees
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
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.
Senior Technical Support Analyst
Planet PharmaStaffing and Recruiting, 1001-5000 employees
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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
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.

Verified User
Manager in Information Technology
Information Technology and Services Company, 501-1000 employeesLikelihood 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.
IT Technician
Micro FocusComputer Software, 5001-10,000 employees
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.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
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.
Technical Support Engineer
Zebra TechnologiesInformation Technology & Services, 5001-10,000 employees
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.
IT Technician
Micro FocusComputer Software, 5001-10,000 employees
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.
IT Technician
Micro FocusComputer Software, 5001-10,000 employees
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.

Verified User
General Manager in Corporate
Health, Wellness and Fitness Company, 1-10 employeesFuze
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.

Verified User
Administrator in Information Technology
Computer Software Company, 201-500 employeesIn-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.
IT Technician
Micro FocusComputer Software, 5001-10,000 employees
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.
IT Technician
Micro FocusComputer Software, 5001-10,000 employees
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.
Information Security Analyst
Absolute SoftwareComputer & Network Security, 201-500 employees
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.
Sr. Contracts Manager
Fortna Inc.Logistics & Supply Chain, 201-500 employees
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.
IT Helpdesk Analyst
Absolute SoftwareComputer & Network Security, 201-500 employees
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.
IT Technician
Micro FocusComputer Software, 5001-10,000 employees
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.
Office Manager
Blanchard & Thomas, LLPLaw Practice, 1-10 employees
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.
Helpdesk Manager
Mesilla Valley TransportationTransportation/Trucking/Railroad, 1001-5000 employees
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