What users are saying about
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107 Ratings
8 Ratings

8x8 Contact Center

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107 Ratings
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Score 7.8 out of 100
8 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

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.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.3
Zendesk Talk
6.7
Agent dashboard
8x8 Contact Center
7.7
Zendesk Talk
5.5
Validate callers
8x8 Contact Center
8.1
Zendesk Talk
4.5
Outbound response
8x8 Contact Center
7.6
Zendesk Talk
4.8
Call forwarding
8x8 Contact Center
8.2
Zendesk Talk
8.5
Click-to-call (CTC)
8x8 Contact Center
7.0
Zendesk Talk
7.7
Warm transfer
8x8 Contact Center
8.1
Zendesk Talk
5.8
Predictive dialing
8x8 Contact Center
6.7
Zendesk Talk
Interactive voice response
8x8 Contact Center
8.2
Zendesk Talk
5.0
REST APIs
8x8 Contact Center
5.5
Zendesk Talk
9.0
Call scripts
8x8 Contact Center
8.0
Zendesk Talk
Call tracking
8x8 Contact Center
7.7
Zendesk Talk
7.8
Multichannel integration
8x8 Contact Center
6.4
Zendesk Talk
7.5
CRM software integration
8x8 Contact Center
5.7
Zendesk Talk
7.4

Workforce Optimization (WFO)

8x8 Contact Center
8.0
Zendesk Talk
6.4
Inbound call routing
8x8 Contact Center
8.5
Zendesk Talk
7.0
Omnichannel inbound routing
8x8 Contact Center
7.7
Zendesk Talk
9.6
Recording
8x8 Contact Center
8.3
Zendesk Talk
8.8
Quality management
8x8 Contact Center
7.7
Zendesk Talk
6.7
Call analytics
8x8 Contact Center
8.1
Zendesk Talk
4.8
Historical reporting
8x8 Contact Center
7.2
Zendesk Talk
5.3
Live reporting
8x8 Contact Center
9.0
Zendesk Talk
6.7
Customer surveys
8x8 Contact Center
7.7
Zendesk Talk
4.1
Customer interaction analytics
8x8 Contact Center
Zendesk Talk
5.0

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

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.
Anonymous | 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

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 50 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

Zendesk Talk

Zendesk Talk 5.6
Based on 3 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • Transitioning to the 8x8 system from our old hybrid PBX system isn't slated to save us money directly since the systems cost about the same per month. Where we expect to get ROI is the expanded functionality, like post-call surveys & CRM integration, and also from the prospect of removing redundant services like GTM as the X2 license seat for 8x8 includes a 100-attendee video meeting room for each user with a license.
Eric Payne | TrustRadius Reviewer

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.
Shea Mworia | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Zendesk Talk

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
Zendesk Talk
7.9

Usability

8x8 Contact Center
8.0
Zendesk Talk

Support Rating

8x8 Contact Center
7.0
Zendesk Talk
5.6

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