What users are saying about
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85 Ratings
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Top Rated
146 Ratings

8x8 Contact Center

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85 Ratings
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Score 7.5 out of 100

RingCentral

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Top Rated
146 Ratings
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Score 7.6 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is well suited for any small or mid-sized business. I cannot attest to how it would fare in a large operation. There are some quirks with retrieving voicemails. There seem to be a lot of redundancies (e.g. push X to listen to your messages, then press Y to select this group, then press X to listen to your messages). Seems like too many steps to me.
Anonymous | TrustRadius Reviewer

RingCentral

RingCentral proved to be a LIFE SAVER when we were forced to implement a Work from Home strategy in just a week - had we been on our previous solution of an on-prem PBX we would have had to scramble for both Phone and Conferencing solutions. Not only were we able to get up and running, we didn't even need any training on RingCentral for our users because they already knew how to interact with RingCentral from ANY location!
Jon Shurtliff | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.5
RingCentral
Agent dashboard
8x8 Contact Center
7.2
RingCentral
Validate callers
8x8 Contact Center
7.7
RingCentral
Outbound response
8x8 Contact Center
6.8
RingCentral
Call forwarding
8x8 Contact Center
7.7
RingCentral
Click-to-call (CTC)
8x8 Contact Center
6.7
RingCentral
Warm transfer
8x8 Contact Center
7.6
RingCentral
Predictive dialing
8x8 Contact Center
5.7
RingCentral
Interactive voice response
8x8 Contact Center
6.5
RingCentral
REST APIs
8x8 Contact Center
5.2
RingCentral
Call scripts
8x8 Contact Center
5.7
RingCentral
Call tracking
8x8 Contact Center
7.3
RingCentral
Multichannel integration
8x8 Contact Center
5.7
RingCentral
CRM software integration
8x8 Contact Center
5.1
RingCentral

Workforce Optimization (WFO)

8x8 Contact Center
7.6
RingCentral
Inbound call routing
8x8 Contact Center
8.1
RingCentral
Omnichannel inbound routing
8x8 Contact Center
7.5
RingCentral
Recording
8x8 Contact Center
7.9
RingCentral
Quality management
8x8 Contact Center
7.1
RingCentral
Call analytics
8x8 Contact Center
7.6
RingCentral
Historical reporting
8x8 Contact Center
6.4
RingCentral
Live reporting
8x8 Contact Center
9.0
RingCentral
Customer surveys
8x8 Contact Center
7.3
RingCentral

Cloud PBX

8x8 Contact Center
RingCentral
7.9
Hosted PBX
8x8 Contact Center
RingCentral
7.8
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
RingCentral
7.8
User templates
8x8 Contact Center
RingCentral
7.6
Call reports
8x8 Contact Center
RingCentral
7.7
Directory of employee names
8x8 Contact Center
RingCentral
8.6

Call Management

8x8 Contact Center
RingCentral
8.3
Answering rules
8x8 Contact Center
RingCentral
8.4
Call recording
8x8 Contact Center
RingCentral
8.8
Call park
8x8 Contact Center
RingCentral
8.4
Call screening
8x8 Contact Center
RingCentral
7.8
Message alerts
8x8 Contact Center
RingCentral
8.1

VoIP system collaboration

8x8 Contact Center
RingCentral
8.2
Video conferencing
8x8 Contact Center
RingCentral
8.4
Audio conferencing
8x8 Contact Center
RingCentral
8.5
Video screen sharing
8x8 Contact Center
RingCentral
8.6
Instant messaging
8x8 Contact Center
RingCentral
7.3

Mobile apps

8x8 Contact Center
RingCentral
7.8
Mobile app for iOS
8x8 Contact Center
RingCentral
7.9
Mobile app for Android
8x8 Contact Center
RingCentral
7.8

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

RingCentral

  • RingCentral service is solid and resilient to issues.
  • RingCentral is easy to manage as an admin. Users, login styles, extensions, hardware, extensions, and more are always configurable and it makes it easy to support users.
  • RingCentral offers many hardware options. It is easy to procure new hardware as well as outfit older hardware with the help of an adapter.
Tristan Dobbs | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The Contact Center is not directly integrated with the Work (Virtual Office) system. Essentially the Contact Center forwards the calls to the Work extension for each Support rep. Then the call is actually answered from the Work app. This has caused some confusion and learning curves for the Support team as they need to use 2 systems\applications when doing all calls from the soft-phone interfaces. Getting Contact Center directly integrated with the Work app would increase ease of use dramatically.
Eric Payne | TrustRadius Reviewer

RingCentral

  • There have been moments of dropped calls for no apparent reason, though that have been few and far between.
  • There are no announcements given when the system crashes. It doesn't happen often, but it has in the last month or two and created a huge problem for my sales team.
  • It would be nice if it were connected to our CRM, or even just a general Caller ID network, as not knowing who is calling can be problematic at times.
Jillian Straw | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

RingCentral

RingCentral 9.8
Based on 8 answers
We are grandfathered into our unlimited toll-free minutes plan. We are very unlikely to switch because of that. It has been the major factor saving us a lot of money compared to switching to other solutions. I don't know any other company that still offers these unlimited plans.
Justin Bongard | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 7.6
Based on 6 answers
I gave it an 8 only because in order to use the Call Center system, you need to use another application first. Otherwise your calls won't actually come through or go out. If it weren't for this small detail, I would have rated it a 10. This definitely isn't a deal breaker for me just something that won't allow me to give it a perfect 10. Everything else is great though.
Anonymous | TrustRadius Reviewer

RingCentral

RingCentral 8.9
Based on 2 answers
RingCentral is a flexible and versatile platform. But there is always room for improvement. While I as a technologically inclined user have no problem navigating the interface and configuring my extension to my hearts content. I have had some negative experiences with less technologically inclined users having difficulty with the smartphone app (mostly they are trying to handle calls while in areas with poor 4G signal), I wish RingCentral had a better way of handling these calls or rejecting them if data rates are too low.
Anonymous | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 7.5
Based on 40 answers
8x8 is a critical part of our business and when there have been issues, which fortunately is not often, it has been difficult to get an 8x8 support agent with the knowledge to solve our issue on the phone quickly. We expect the immediacy of phone support, not the tedium of slow to be responded to support by email.
Jeffrey Bryan | TrustRadius Reviewer

RingCentral

RingCentral 7.4
Based on 19 answers
I have tried chat, email, and telephone support. I have not been able to get any reponse whatsoever on resolving an issue where my telephone number (which we have had for over 20 years) released. We had discontinued service with Ring Central and moved to another carrier. After about 1 week; the number was inadvertently transferred back to Ring Central. It now reports as disconnected and they are not willing to resolve the issue.
Mike McCloskey | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

RingCentral

RingCentral 9.0
Based on 1 answer
If someone has an existing system I tell them to keep that running initially and keep RingCentral separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingCentral system. I've seen one person who immediately flipped over to RingCentral without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration
Anonymous | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

RingCentral vs 8x8 - I specifically used RingCentral for two years before switching to 8x8. RingCentral has constant connection issues, call routing fails, and Queue call interruptions. We found callers were not getting through to us at all and were being sent to voicemail or had long wait times while our team was not even being notified there was a call in the Queue. Their customer service was a waste of time and you'd be better attempting to resolve the issue yourself than wait on the phone with a representative, just for them to transfer you to another representative and explain the situation again. Mitel - I reviewed Mitel and 8x8 when we decided to leave 8x8. Mitel was a very close runner up. The deciding factor was we had had conversations with 8x8 in the previous year and the impression the representative made with us was long-standing.
Anonymous | TrustRadius Reviewer

RingCentral

Almost all competitors charge for calls by the minute. Some have packages for minutes, but for a business doing large volumes of calls, this is simply not cost-effective. RingCentral having unlimited calling instantly makes it a lower-cost option than most competitors at this scale. Quality of service is comparable to those that we've tested. Teleconferencing or web-conferencing alone can easily cost as much as RingCentral, but RingCentral has a full suite of services available and keeps billing/budgeting simple.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • It is hard to say how 8x8 has directly influenced our ROI, but the convenience of transferring customer phone calls to their appropriate salesperson (for both our customers and our salespeople) has been huge.
  • It is also really handy/saves us time to dial an extension directly.
Molly Moore | TrustRadius Reviewer

RingCentral

  • I would say that RingCentral makes everyone more accessible to one another. The tool has an employee directory that instinctively pairs you with the right people when you need it. For larger companies, this feature can save time (and therefore money) when trying to reach people across different departments and teams.
  • Because RingCentral acts as a work phone, and its ease of use is simple and makes you more accessible to clients, etc., you could also argue that it helps strengthen client relationships.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

RingCentral

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.8
RingCentral
7.4

Likelihood to Renew

8x8 Contact Center
RingCentral
9.8

Usability

8x8 Contact Center
7.6
RingCentral
8.9

Support Rating

8x8 Contact Center
7.5
RingCentral
7.4

Implementation Rating

8x8 Contact Center
RingCentral
9.0

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