8x8 Contact Center vs Zendesk Talk

Likelihood to Recommend

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.

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Jeffrey Bryan

Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 employees

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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.

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Shea Mworia

Director of Customer Service

Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees

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Feature Rating Comparison

8x8 Contact Center

Zendesk Talk

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Zendesk Talk

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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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.

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Verified User

Employee in Customer Service

Computer Software Company, 51-200 employees

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Cons

It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
Possibility of hearing the channel through audio before answering the call

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Audrey Easterday

Partner

Customer Help ServicesTelecommunications, 1-10 employees

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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

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Sohaib Ahmed Khattak - PCI QIR

CENTAMAN Consultant - Jonas Operating Group

CENTAMAN SystemsComputer Software, 11-50 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Support Rating

8x8 Contact Center 5.3

Based on 25 answers

We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.

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Melissa McCormack

Senior Manager Customer Experience

Constant TherapyHealth, Wellness and Fitness, 11-50 employees

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Zendesk Talk 5.7

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

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Vincent Frisina

Director of Marketing

Visage MobileWireless, 11-50 employees

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Alternatives Considered

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.

8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.

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Verified User

Manager in Customer Service

Consumer Goods Company, 51-200 employees

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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.

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Verified User

Director in Customer Service

Logistics and Supply Chain Company, 11-50 employees

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Return on Investment

SLA Validation - we are able to provide analytics to support our SLA claim.
Uptime - we have not experienced an outage in the 3 years we have been using the software.
Playback - It is very easy to review previous calls for coaching and feedback for support staff.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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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.

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Shea Mworia

Director of Customer Service

Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

8x8 Contact Center

Zendesk Talk

8x8 Contact Center

Zendesk Talk

8x8 Contact Center

Zendesk Talk