What users are saying about
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Top Rated
239 Ratings
13 Ratings

8x8 Contact Center

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Top Rated
239 Ratings
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Score 7.8 out of 100
13 Ratings
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Score 8.2 out of 100

Feature Set Ratings

    Contact Center Software

    7.5

    8x8 Contact Center

    75%

    JustCall

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.0
    80%
    91 Ratings
    N/A
    0 Ratings

    Validate callers

    7.0
    70%
    82 Ratings
    N/A
    0 Ratings

    Outbound response

    8.4
    84%
    77 Ratings
    N/A
    0 Ratings

    Call forwarding

    7.8
    78%
    97 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    6.6
    66%
    58 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.3
    83%
    92 Ratings
    N/A
    0 Ratings

    Predictive dialing

    6.6
    66%
    43 Ratings
    N/A
    0 Ratings

    Interactive voice response

    7.5
    75%
    57 Ratings
    N/A
    0 Ratings

    REST APIs

    8.3
    83%
    35 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    51 Ratings
    N/A
    0 Ratings

    Call tracking

    6.9
    69%
    88 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.3
    83%
    52 Ratings
    N/A
    0 Ratings

    CRM software integration

    6.0
    60%
    47 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.2

    8x8 Contact Center

    82%

    JustCall

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 8/8 features

    Inbound call routing

    8.6
    86%
    85 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.0
    90%
    48 Ratings
    N/A
    0 Ratings

    Recording

    8.1
    81%
    83 Ratings
    N/A
    0 Ratings

    Quality management

    7.3
    73%
    81 Ratings
    N/A
    0 Ratings

    Call analytics

    7.8
    78%
    84 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    78 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    7.6
    76%
    42 Ratings
    N/A
    0 Ratings

    Cloud PBX

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    8.1

    JustCall

    81%
    JustCall ranks higher in 3/3 features

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    8.4
    84%
    6 Ratings

    Call reports

    N/A
    0 Ratings
    7.8
    78%
    7 Ratings

    Directory of employee names

    N/A
    0 Ratings
    8.2
    82%
    5 Ratings

    Call Management

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    8.3

    JustCall

    83%
    JustCall ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    8.2
    82%
    7 Ratings

    Call recording

    N/A
    0 Ratings
    7.8
    78%
    6 Ratings

    Call park

    N/A
    0 Ratings
    8.2
    82%
    6 Ratings

    Call screening

    N/A
    0 Ratings
    8.6
    86%
    6 Ratings

    Message alerts

    N/A
    0 Ratings
    8.6
    86%
    6 Ratings

    VoIP system collaboration

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    8.5

    JustCall

    85%
    JustCall ranks higher in 1/1 features

    Audio conferencing

    N/A
    0 Ratings
    8.5
    85%
    6 Ratings

    Mobile apps

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    9.3

    JustCall

    93%
    JustCall ranks higher in 2/2 features

    Mobile app for iOS

    N/A
    0 Ratings
    9.3
    93%
    3 Ratings

    Mobile app for Android

    N/A
    0 Ratings
    9.3
    93%
    4 Ratings

    Attribute Ratings

    • JustCall is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.9

    8x8 Contact Center

    79%
    106 Ratings
    8.2

    JustCall

    82%
    7 Ratings

    Likelihood to Renew

    8.4

    8x8 Contact Center

    84%
    5 Ratings

    JustCall

    N/A
    0 Ratings

    Usability

    8.5

    8x8 Contact Center

    85%
    18 Ratings

    JustCall

    N/A
    0 Ratings

    Availability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    JustCall

    N/A
    0 Ratings

    Performance

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    JustCall

    N/A
    0 Ratings

    Support Rating

    6.3

    8x8 Contact Center

    63%
    75 Ratings

    JustCall

    N/A
    0 Ratings

    In-Person Training

    9.1

    8x8 Contact Center

    91%
    1 Rating

    JustCall

    N/A
    0 Ratings

    Implementation Rating

    9.1

    8x8 Contact Center

    91%
    3 Ratings

    JustCall

    N/A
    0 Ratings

    Configurability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    JustCall

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    7.3

    8x8 Contact Center

    73%
    1 Rating

    JustCall

    N/A
    0 Ratings

    Ease of integration

    8.6

    8x8 Contact Center

    86%
    2 Ratings

    JustCall

    N/A
    0 Ratings

    Product Scalability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    JustCall

    N/A
    0 Ratings

    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

    SaaS Labs

    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.
    Read full review

    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

    SaaS Labs

    • Users of this system do it through the cloud, SaaS, Web Pc, and mobile devices Android, iPhone, and iPad.
    • Allows sending alerts and notifications, by events, has connections (SIP and VoIP) and unified communications through SMS, voice messages, text-to-speech, conference calls, videoconferences, call forwarding, call disposition, automatic call distribution to other providers, call routing, telephone keypad entry, mass text messages, call recording, call text, bidirectional messaging, scheduled messaging, among others.
    • Create and analyze real-time reports, customer statistics, products, services, sales, and surveys.
    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

    SaaS Labs

    • Customer service/ease of contacting could be better for worldwide users (I believe they're sourced overseas)
    • Pricing seems to have increased, which affected the benefit we originally found in the service
    • Increased functionality, such as bulk SMS Messaging and power-dialer
    Read full review

    Pricing Details

    8x8 Contact Center

    Starting Price

    Editions & Modules

    8x8 Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      View Pricing

      JustCall

      Starting Price

      $30 per month per user

      Editions & Modules

      JustCall editions and modules pricing
      EditionModules
      Basic$30.001
      CustomPricing available on request2
      Premium$60.003

      Footnotes

      1. per month per user
      2. per month per user
      3. per month per user

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional 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.

      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
      Read full review

      SaaS Labs

      No answers on this topic

      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!!
      Read full review

      SaaS Labs

      No answers on this topic

      Reliability and Availability

      8x8, Inc.

      The only issue I have ran across was on getting the updated new version
      Read full review

      SaaS Labs

      No answers on this topic

      Performance

      8x8, Inc.

      Yes everything loads quickly and its ready for use
      Read full review

      SaaS Labs

      No answers on this topic

      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.
      Read full review

      SaaS Labs

      No answers on this topic

      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.
      Read full review

      SaaS Labs

      No answers on this topic

      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
      Read full review

      SaaS Labs

      No answers on this topic

      Implementation Rating

      8x8, Inc.

      It was extremely easy
      Read full review

      SaaS Labs

      No answers on this topic

      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.
      Read full review

      SaaS Labs

      It will be compared to the quality of the service and that it is accessible to medium or small companies. It is not a tool that requires greater complexities and its functionality is quite extensive. You will discover that the benefits are more than the problems that you may have.
      Read full review

      Contract Terms and Pricing Model

      8x8, Inc.

      It is pretty much "Par for the course" with the options out there with other vendors.
      Read full review

      SaaS Labs

      No answers on this topic

      Scalability

      8x8, Inc.

      It was implemented across the board in the company and has worked perfectly
      Read full review

      SaaS Labs

      No answers on this topic

      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.
      Read full review

      SaaS Labs

      • 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.
      Read full review

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