What users are saying about
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Top Rated
149 Ratings
5 Ratings

8x8 Contact Center

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Top Rated
149 Ratings
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Score 7.3 out of 100
5 Ratings
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Score 9 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

JustCall

JustCall.Io is well suited as a backbone phone system with many capabilities for small to medium-sized businesses and their sales teams. With its rich feature set, dependable functionality, and developer and integration-friendly architecture, it could be a great solution.The platform is less well suited for those companies that have a well established telephony solution and are only looking to take advantage of one or two of its features, such as SMS for instance. There are probably other solutions that provide the same functionality at a lower price point.
Justin Angelson, Digital and AI Solution Expert | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
JustCall
Agent dashboard
8x8 Contact Center
6.9
JustCall
Validate callers
8x8 Contact Center
6.6
JustCall
Outbound response
8x8 Contact Center
7.0
JustCall
Call forwarding
8x8 Contact Center
7.3
JustCall
Click-to-call (CTC)
8x8 Contact Center
6.1
JustCall
Warm transfer
8x8 Contact Center
7.0
JustCall
Predictive dialing
8x8 Contact Center
7.1
JustCall
Interactive voice response
8x8 Contact Center
7.4
JustCall
REST APIs
8x8 Contact Center
6.1
JustCall
Call scripts
8x8 Contact Center
6.9
JustCall
Call tracking
8x8 Contact Center
6.6
JustCall
Multichannel integration
8x8 Contact Center
7.4
JustCall
CRM software integration
8x8 Contact Center
6.7
JustCall

Workforce Optimization (WFO)

8x8 Contact Center
7.5
JustCall
Inbound call routing
8x8 Contact Center
7.6
JustCall
Omnichannel inbound routing
8x8 Contact Center
8.8
JustCall
Recording
8x8 Contact Center
7.2
JustCall
Quality management
8x8 Contact Center
6.7
JustCall
Call analytics
8x8 Contact Center
6.8
JustCall
Historical reporting
8x8 Contact Center
6.5
JustCall
Live reporting
8x8 Contact Center
9.0
JustCall
Customer surveys
8x8 Contact Center
7.4
JustCall

Cloud PBX

8x8 Contact Center
JustCall
9.0
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
JustCall
10.0
Call reports
8x8 Contact Center
JustCall
7.0
Directory of employee names
8x8 Contact Center
JustCall
10.0

Call Management

8x8 Contact Center
JustCall
8.4
Answering rules
8x8 Contact Center
JustCall
6.0
Call recording
8x8 Contact Center
JustCall
9.0
Call park
8x8 Contact Center
JustCall
7.0
Call screening
8x8 Contact Center
JustCall
10.0
Message alerts
8x8 Contact Center
JustCall
10.0

VoIP system collaboration

8x8 Contact Center
JustCall
10.0
Audio conferencing
8x8 Contact Center
JustCall
10.0

Mobile apps

8x8 Contact Center
JustCall
8.0
Mobile app for iOS
8x8 Contact Center
JustCall
10.0
Mobile app for Android
8x8 Contact Center
JustCall
6.0

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

JustCall

  • JustCall Allows you to schedule calls to any of your contacts or teammates, it also allows you to schedule calls with any of the clients, in this way you can maintain communication for as long as you want.
  • This platform has the ability to send another request for the call to any member of the team, in this way the fold can communicate with anyone who is in charge of attending a specific area within the company.
  • This platform has an appointment scheduler, in this way each of the users belonging to the care team will be able to organize that by placing a range of time and a size of the space for each appointment.
Carmen Rodriguez | 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

JustCall

  • The power dialer functionality is in Beta still I believe and isn't not intuitive to use and add contacts to the calling list. In comparison, Kixie allows a very easy one-click operation, from anywhere on the web really, to add a number and contact to a power dialing session.
  • JustCall.io bills itself as a complete phone system but its pricing structure makes using it as such more expensive than solutions like Kixie or Dialpad, at least in my experience.
  • These guys are definitely on the right track, but more focus and clarity on the messaging and use cases JustCall is best suited for would result in a better net result for everyone in my opinion.
Justin Angelson, Digital and AI Solution Expert | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
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!!
Kelly Disera | TrustRadius Reviewer

JustCall

JustCall 10.0
Based on 1 answer
Regarding the usability that I noticed in this platform, I must say that the performance it had since it was implemented was really impressive. I managed to adapt to the Call service instantly. I also managed to enjoy an excellent service when making the graphs and reports of the general calls that have been weekly or monthly. The graphing service is quite simple to use and returns the result in real time with immediate study.
Carmen Rodriguez | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 69 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

JustCall

JustCall 1.0
Based on 1 answer
As I mentioned earlier, the customer service offered by this platform is not so consistent. This causes doubts not to be resolved in the appropriate time, and also causes users to present complications when adapting to the platform or at the time to use any of its functionalities. I fully trust this platform because it allows me to communicate in a general way with my entire work team, which is why I know that customer service will improve.
Carmen Rodriguez | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

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.
Chris Bugg | TrustRadius Reviewer

JustCall

I have used both Kixie and PhoneBurner to try to add in the type of sales calling capabilities I wanted. In 2017, neither actually 100% fit the bill.Kixie is also a full-blown sales focused dialing and VOIP platform. They have really tight integrations with Pipedrive and other CRMs and a lot of the functionality we were looking for. With all the bells and whistles it is more expensive but certainly was a good contender. As I move forward here in 2018 we're launching a call center operation for which Kixie ay be a perfect fit.PhoneBurner is another platform that provides straight-up power dialing, dialing tech, and some additional resources. It does so on top of your current VOIP provider, so you don't have to make lots of changes. They have automated voicemail drops, email drops, and more to help accelerate the sales cycle.I chose JustCall specifically for the integration with Pipedrive and SMS capability. For now, it ended up being the tool for our business.
Justin Angelson, Digital and AI Solution Expert | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • 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.
Michael Furman | TrustRadius Reviewer

JustCall

  • Overall, JustCall showed us the value of having an integrated tool to allow the execution of SMS messaging from within Pipedrive. It definitely allowed us to add in additional touchpoint that some decision makers and prospects felt more comfortable using.
  • Despite the tight integration with Pipedrive, the totality of the solution added more overhead in financial and configuration/personnel terms than we were looking for. Since we had established a great set up for our phone systems already, adding another one just to access SMS didn't make sense.
  • SMS from inside Pipedrive was the only function we were looking for. Just Call does this, and does it really well. But since we had our phones and VOIP already providing this outside of Pipedrive, it was ultimately not suitable. It became an expense for which there was not really a clear justification for in terms of ROI.
Justin Angelson, Digital and AI Solution Expert | 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

JustCall

General

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

JustCall Editions & Modules

Edition
Basic$10.001
Pro$15.001
Enterprise$25.001
  1. per user per month
Additional Pricing Details
Outbound & incoming calling costs depend upon from where to where calls are made. It costs less to receive calls on our web-app or mobile app than to receive it on your cellular network.

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
JustCall
9.0

Usability

8x8 Contact Center
8.0
JustCall
10.0

Support Rating

8x8 Contact Center
7.0
JustCall
1.0

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