What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
54 Ratings
8 Ratings

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
54 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7 out of 100
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

8x8 Contact Center

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.
Jeffrey Bryan | 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
6.1
Zendesk Talk
6.8
Agent dashboard
8x8 Contact Center
7.3
Zendesk Talk
5.8
Validate callers
8x8 Contact Center
6.6
Zendesk Talk
5.0
Outbound response
8x8 Contact Center
6.1
Zendesk Talk
5.6
Call forwarding
8x8 Contact Center
7.1
Zendesk Talk
8.0
Click-to-call (CTC)
8x8 Contact Center
6.3
Zendesk Talk
7.4
Warm transfer
8x8 Contact Center
7.0
Zendesk Talk
6.3
Predictive dialing
8x8 Contact Center
5.3
Zendesk Talk
Interactive voice response
8x8 Contact Center
6.1
Zendesk Talk
5.0
REST APIs
8x8 Contact Center
5.0
Zendesk Talk
9.0
Call scripts
8x8 Contact Center
5.0
Zendesk Talk
Call tracking
8x8 Contact Center
7.1
Zendesk Talk
7.7
Multichannel integration
8x8 Contact Center
5.5
Zendesk Talk
7.6
CRM software integration
8x8 Contact Center
4.9
Zendesk Talk
7.3

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Zendesk Talk
6.6
Inbound call routing
8x8 Contact Center
8.0
Zendesk Talk
7.0
Omnichannel inbound routing
8x8 Contact Center
7.3
Zendesk Talk
8.9
Recording
8x8 Contact Center
7.8
Zendesk Talk
8.6
Quality management
8x8 Contact Center
6.9
Zendesk Talk
6.9
Call analytics
8x8 Contact Center
7.4
Zendesk Talk
5.7
Historical reporting
8x8 Contact Center
6.6
Zendesk Talk
5.5
Live reporting
8x8 Contact Center
9.0
Zendesk Talk
6.4
Customer surveys
8x8 Contact Center
6.8
Zendesk Talk
5.2
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

  • 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
Audrey Easterday | 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 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Zendesk Talk

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

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.
Melissa McCormack | TrustRadius Reviewer

Zendesk Talk

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
Vincent Frisina | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

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.
Anonymous | 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

  • 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.
Anonymous | 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
7.4
Zendesk Talk
7.7

Usability

8x8 Contact Center
8.2
Zendesk Talk

Support Rating

8x8 Contact Center
5.3
Zendesk Talk
5.7

Add comparison