What users are saying about
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Top Rated
177 Ratings
18 Ratings

8x8 Contact Center

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Top Rated
177 Ratings
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Score 7.7 out of 100
18 Ratings
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Score 8.1 out of 100

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

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

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.
Amye Roberson | 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

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.
Gary Savage | 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

  • 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.
Anonymous | TrustRadius Reviewer

Zendesk Talk

  • User interface
  • Setup
Vincent Frisina | TrustRadius Reviewer

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!!
Kelly Disera | TrustRadius Reviewer

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.
Chris Nguyen | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

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.
Chris Bugg | 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

Contract 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.
Keith Simpson | TrustRadius Reviewer

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.
Michael Furman | 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

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