What users are saying about
8x8 Contact Center
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Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 177 reviews and ratings
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 18 reviews and ratings
Feature Set Ratings
- 8x8 Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
7.4
8x8 Contact Center
74%
6.8
Zendesk Talk
68%
8x8 Contact Center ranks higher in 8/13 features
8x8 Contact Center ranks higher in 8/13 features
Agent dashboard
8.0
80%
69 Ratings
5.0
50%
5 Ratings
Validate callers
7.0
70%
62 Ratings
4.0
40%
3 Ratings
Outbound response
8.3
83%
59 Ratings
5.0
50%
4 Ratings
Call forwarding
7.8
78%
77 Ratings
9.0
90%
4 Ratings
Click-to-call (CTC)
6.6
66%
41 Ratings
8.4
84%
5 Ratings
Warm transfer
8.3
83%
71 Ratings
5.6
56%
4 Ratings
Predictive dialing
6.6
66%
28 Ratings
N/A
0 Ratings
Interactive voice response
7.6
76%
41 Ratings
5.0
50%
1 Rating
REST APIs
7.2
72%
25 Ratings
9.0
90%
1 Rating
Call scripts
7.6
76%
40 Ratings
N/A
0 Ratings
Call tracking
6.9
69%
67 Ratings
7.8
78%
4 Ratings
Multichannel integration
8.4
84%
37 Ratings
7.5
75%
3 Ratings
CRM software integration
6.2
62%
36 Ratings
8.3
83%
3 Ratings
Workforce Optimization (WFO)
8.2
8x8 Contact Center
82%
6.3
Zendesk Talk
63%
8x8 Contact Center ranks higher in 6/9 features
8x8 Contact Center ranks higher in 6/9 features
Inbound call routing
8.6
86%
64 Ratings
7.4
74%
4 Ratings
Omnichannel inbound routing
9.1
91%
32 Ratings
10.0
100%
2 Ratings
Recording
8.1
81%
62 Ratings
9.2
92%
5 Ratings
Quality management
7.3
73%
60 Ratings
6.5
65%
3 Ratings
Call analytics
7.8
78%
63 Ratings
4.1
41%
4 Ratings
Historical reporting
8.2
82%
57 Ratings
5.0
50%
4 Ratings
Live reporting
9.0
90%
1 Rating
7.0
70%
4 Ratings
Customer surveys
7.6
76%
27 Ratings
3.1
31%
2 Ratings
Customer interaction analytics
N/A
0 Ratings
4.4
44%
3 Ratings
Attribute Ratings
- 8x8 Contact Center is rated higher in 1 area: Support Rating
- Zendesk Talk is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
7.9
8x8 Contact Center
79%
84 Ratings
8.1
Zendesk Talk
81%
5 Ratings
Likelihood to Renew
9.1
8x8 Contact Center
91%
1 Rating
Zendesk Talk
N/A
0 Ratings
Usability
8.1
8x8 Contact Center
81%
16 Ratings
Zendesk Talk
N/A
0 Ratings
Support Rating
6.4
8x8 Contact Center
64%
73 Ratings
5.0
Zendesk Talk
50%
6 Ratings
Implementation Rating
9.1
8x8 Contact Center
91%
1 Rating
Zendesk Talk
N/A
0 Ratings
Contract Terms and Pricing Model
7.3
8x8 Contact Center
73%
1 Rating
Zendesk Talk
N/A
0 Ratings
Likelihood to Recommend
8x8 Contact Center
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.
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Zendesk Talk
Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees
Pros
8x8 Contact Center
- 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.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
Zendesk Talk
- Call recording is a nice feature! It is great for training purposes and for quality assurance.
- The metrics you get from Explore are a great insight into how the team is handling the call volumes.
- Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

Verified User
Employee in Customer Service
Computer Software Company, 51-200 employeesCons
8x8 Contact Center
- 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.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesZendesk Talk
- User interface
- Setup
Director of Marketing
Visage MobileWireless, 11-50 employees
Pricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Zendesk Talk
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Usability
8x8 Contact Center
8x8 Contact Center 8.1
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!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Zendesk Talk
No score
No answers yet
No answers on this topic
Support Rating
8x8 Contact Center
8x8 Contact Center 6.4
Based on 73 answers
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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
Zendesk Talk
Zendesk Talk 5.0
Based on 6 answers
It did what was expected, but could have looked better. The interface seems to be lacking

Verified User
Project Manager in Customer Service
Consumer Services Company, 51-200 employeesImplementation Rating
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Zendesk Talk
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.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
Zendesk Talk
Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.

Verified User
Director in Customer Service
Logistics and Supply Chain Company, 11-50 employeesContract Terms and Pricing Model
8x8 Contact Center
8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
VP Business Development
MSP NetworkTelecommunications, 1-10 employees
Zendesk Talk
No score
No answers yet
No answers on this topic
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
Zendesk Talk
- A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
- Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees