What users are saying about
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Top Rated
150 Ratings

8x8 Contact Center

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Top Rated
150 Ratings
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Score 7.3 out of 100
12 Ratings
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Score 8.7 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

RingCentral Contact Center

RingCentral Contact Center is very well suited for our company. Again, we are a 24/7 call center so our phone system is the most important thing to us. I am a customer service rep so it's always important that my phone is working and easy to access. Being in this environment it can be frustrating as a caller to have to wait or be on hold due to my technical issues with my phone.
kiana lane | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
RingCentral Contact Center
9.6
Agent dashboard
8x8 Contact Center
6.9
RingCentral Contact Center
10.0
Validate callers
8x8 Contact Center
6.6
RingCentral Contact Center
10.0
Outbound response
8x8 Contact Center
7.0
RingCentral Contact Center
9.5
Call forwarding
8x8 Contact Center
7.3
RingCentral Contact Center
9.5
Click-to-call (CTC)
8x8 Contact Center
6.1
RingCentral Contact Center
Warm transfer
8x8 Contact Center
7.0
RingCentral Contact Center
10.0
Predictive dialing
8x8 Contact Center
7.1
RingCentral Contact Center
10.0
Interactive voice response
8x8 Contact Center
7.4
RingCentral Contact Center
REST APIs
8x8 Contact Center
6.1
RingCentral Contact Center
Call scripts
8x8 Contact Center
6.9
RingCentral Contact Center
9.0
Call tracking
8x8 Contact Center
6.6
RingCentral Contact Center
8.0
Multichannel integration
8x8 Contact Center
7.4
RingCentral Contact Center
10.0
CRM software integration
8x8 Contact Center
6.7
RingCentral Contact Center
10.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
RingCentral Contact Center
8.8
Inbound call routing
8x8 Contact Center
7.6
RingCentral Contact Center
10.0
Omnichannel inbound routing
8x8 Contact Center
8.8
RingCentral Contact Center
10.0
Recording
8x8 Contact Center
7.2
RingCentral Contact Center
9.0
Quality management
8x8 Contact Center
6.7
RingCentral Contact Center
8.5
Call analytics
8x8 Contact Center
6.8
RingCentral Contact Center
8.5
Historical reporting
8x8 Contact Center
6.5
RingCentral Contact Center
8.0
Live reporting
8x8 Contact Center
9.0
RingCentral Contact Center
9.0
Customer surveys
8x8 Contact Center
7.4
RingCentral Contact Center
9.5
Customer interaction analytics
8x8 Contact Center
RingCentral Contact Center
7.0

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

RingCentral Contact Center

  • Call Handling
  • Call Recording
  • Integration with Salesforce ERP
Donald Mascola | 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

RingCentral Contact Center

  • better popups for calls
  • messaging system
  • option to answer quickly
kiana lane | 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

RingCentral Contact Center

No score
No answers yet
No answers on this topic

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

RingCentral Contact Center

No score
No answers yet
No answers on this topic

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

RingCentral Contact Center

Prior to using RingCentral we used a standard POTS telephony system which did not meet our expanding needs. RengCentral a great improvement especially from a Salesforce integration standpoint
Donald Mascola | 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

RingCentral Contact Center

  • better call stats
  • helping call volume stay steady and frequent
  • quicker call flow
kiana lane | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

RingCentral Contact Center

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
RingCentral Contact Center
9.5

Usability

8x8 Contact Center
8.0
RingCentral Contact Center

Support Rating

8x8 Contact Center
7.0
RingCentral Contact Center

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