What users are saying about
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118 Ratings
8x8 Contact Center
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118 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 118 reviews and ratings
Zoom
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Top Rated
1868 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 8.8 out of 100
Based on 1868 reviews and ratings
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.
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Zoom
I [suppose] every organization has different needs and based on that they can choose the app that suits them. There are several apps now like Google Meet, Zoho Meetings, Cisco, Teams, etc. Zoom is useful for instant meets and where you don't have a large number of participants. We felt Zoom was more than enough for our work and it could be easily accessed anywhere from any device.
COO (Chief Operating Officer)
WEBers TechnologyEducation Management, 11-50 employees
Feature Rating Comparison
Contact Center Software
8x8 Contact Center
7.4
Zoom
—
Agent dashboard
8x8 Contact Center
7.7
Zoom
—
Validate callers
8x8 Contact Center
8.1
Zoom
—
Outbound response
8x8 Contact Center
7.6
Zoom
—
Call forwarding
8x8 Contact Center
8.3
Zoom
—
Click-to-call (CTC)
8x8 Contact Center
7.1
Zoom
—
Warm transfer
8x8 Contact Center
8.2
Zoom
—
Predictive dialing
8x8 Contact Center
6.9
Zoom
—
Interactive voice response
8x8 Contact Center
8.3
Zoom
—
REST APIs
8x8 Contact Center
5.6
Zoom
—
Call scripts
8x8 Contact Center
8.2
Zoom
—
Call tracking
8x8 Contact Center
7.7
Zoom
—
Multichannel integration
8x8 Contact Center
6.5
Zoom
—
CRM software integration
8x8 Contact Center
5.9
Zoom
—
Workforce Optimization (WFO)
8x8 Contact Center
8.1
Zoom
—
Inbound call routing
8x8 Contact Center
8.5
Zoom
—
Omnichannel inbound routing
8x8 Contact Center
7.8
Zoom
—
Recording
8x8 Contact Center
8.3
Zoom
—
Quality management
8x8 Contact Center
7.7
Zoom
—
Call analytics
8x8 Contact Center
8.1
Zoom
—
Historical reporting
8x8 Contact Center
7.2
Zoom
—
Live reporting
8x8 Contact Center
9.0
Zoom
—
Customer surveys
8x8 Contact Center
7.8
Zoom
—
Performance & Compatibility of Online Events Software
8x8 Contact Center
—
Zoom
8.5
High quality audio
8x8 Contact Center
—
Zoom
8.8
High quality video
8x8 Contact Center
—
Zoom
8.9
Low bandwidth requirements
8x8 Contact Center
—
Zoom
7.8
Mobile support
8x8 Contact Center
—
Zoom
8.6
Screen Sharing
8x8 Contact Center
—
Zoom
8.7
Desktop sharing
8x8 Contact Center
—
Zoom
9.2
Whiteboards
8x8 Contact Center
—
Zoom
8.3
Online Meetings / Events
8x8 Contact Center
—
Zoom
8.5
Calendar integration
8x8 Contact Center
—
Zoom
8.5
Meeting initiation
8x8 Contact Center
—
Zoom
8.9
Integrates with social media
8x8 Contact Center
—
Zoom
7.7
Record meetings / events
8x8 Contact Center
—
Zoom
8.9
Slideshows
8x8 Contact Center
—
Zoom
8.7
Online Events Collaboration
8x8 Contact Center
—
Zoom
8.4
Live chat
8x8 Contact Center
—
Zoom
8.7
Audience polling
8x8 Contact Center
—
Zoom
8.2
Q&A
8x8 Contact Center
—
Zoom
8.3
Online Events Security
8x8 Contact Center
—
Zoom
8.5
User authentication
8x8 Contact Center
—
Zoom
8.6
Participant roles & permissions
8x8 Contact Center
—
Zoom
8.6
Confidential attendee list
8x8 Contact Center
—
Zoom
8.4
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
Zoom
- It just works. Biggest complaint with our previous solution is that it took 10 minutes to connect to a meeting. Now, our users connect instantaneously.
- Dashboard is fantasitic. Can access real time information to troubleshoot calls.
- Admin ports offers quite a bit of information. Like that it's a one stop shop to access everything I need to administer the site, users, run reports and access the dashboard.
- Tickets get resolved quickly.
- Feature requests are realized quickly.
Lead IT Network Collaboration Engineer
Informatica LLCInformation Technology and Services, 5001-10,000 employees
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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
Zoom
- There are a few areas of the Zoom Phone functionality that I feel like need improving, such as the 911-calling capabilities and some of the call center solutions.
- Some of the ways in which Zoom interacts with other hardware, such as Cisco room kits and Advocor conference systems, leaves a little to be desired. Those that are partnering with Zoom to bring the meeting conference experience to the next level need to have the "bugs worked out" before launching their products.
Technology Adoption Specialist
Tyson Foods IncFood Production, 10,001+ employees
Likelihood to Renew
8x8 Contact Center
No score
No answers yet
No answers on this topic
Zoom
Zoom 9.5
Based on 15 answers
We're sticking with Zoom for the foreseeable future--given its compelling feature set, ease of use, and advanced technology, there's just no other competition to be excited about. Plus it's a Gartner-recognized industry leader, so it's a rather easy choice.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
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.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
Zoom
Zoom 9.6
Based on 16 answers
Everything is easy to understand and use, new users need no training. On the flipside there are minor annoyances such as calendar export being cumbersome (need re-auth every time) and also not having recordings shared within a team or forcing people to name them.
Co-Founder/Product
RouteThisComputer Software, 11-50 employees
Reliability and Availability
8x8 Contact Center
No score
No answers yet
No answers on this topic
Zoom
Zoom 10.0
Based on 1 answer
There have been less than a handful of outages during our two years with Zoom, and whenever there was one, an email informing us of the outage went out immediately, and they had the issue resolved shortly thereafter.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
Performance
8x8 Contact Center
No score
No answers yet
No answers on this topic
Zoom
Zoom 10.0
Based on 1 answer
Zoom has among the best performance of any video conference platform, as I've mentioned several times. Besides that, their Chat platform works great, and their back end always runs smooth. It's unfortunate that reporting can now only be done by one month at a time, but nonetheless, it only takes a second to run any kind of Zoom report, whether it's an attendee report, Poll results, a user report, a list of meetings from the past month, etc.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
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.

Verified User
General Manager in Corporate
Health, Wellness and Fitness Company, 1-10 employeesZoom
Zoom 7.4
Based on 16 answers
As I've written before, Zoom makes us feel like we matter and that we're a client rather than a customer. They want us to succeed and they put in the time to make sure that we do. I feel like they're more of a business partner rather than simply a vendor or supplier. They spent a lot of time onboarding with us, giving us demos, helping us get set up, and then giving us follow-up to be sure it's going well.
Senior Systems Analyst
CymSTAR, LLCDefense & Space, 201-500 employees
Implementation Rating
8x8 Contact Center
No score
No answers yet
No answers on this topic
Zoom
Zoom 9.7
Based on 7 answers
If you receive any pushback from higher ups, point to any of the various positive reviews like this one. Or show Zoom's excellent Gartner report, or articles describing Zoom's partnership with Sequoia capital. It's not difficult to show how Zoom is a trustworthy industry leader with best-in-class technology.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
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.
Sr. Contracts Manager
Fortna Inc.Logistics & Supply Chain, 201-500 employees
Zoom
Zoom is more user-friendly than any of these other options. The UI is better looking and easier to understand. Zoom also integrates well with our chosen hardware including Avocor touch screens, Huddly cameras and Shure microphones.
Audio Visual Technician
Western UnionBanking, 10,001+ employees
Scalability
8x8 Contact Center
No score
No answers yet
No answers on this topic
Zoom
Zoom 10.0
Based on 1 answer
Because the Basic licenses are completely free, and because it's very easy to configure and install Zoom, and because anyone can join Zoom from a link without needing an account, scaling is a Breeze. There are absolutely no roadblocks. My company keeps adding more Zoom Pro license every week since it's so in demand. We were able to convert users from several different platforms onto Zoom with no trouble at all.
Associate, Video and Collaboration
BAYADA Home Health CareHospital & Health Care, 10,001+ employees
Return on Investment
8x8 Contact Center
- The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
- A negative impact is how short the phone warranty is.
- A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Office Manager
Blanchard & Thomas, LLPLaw Practice, 1-10 employees
Zoom
- Allowed for us to start meetings at a faster speed especially with its Slack integration.
- Integration with HubSpot has made it easy to also set up Zoom webinars and sync any contact data within the CRM.
- Need battery chargers for laptops in a meeting lasting over an hour - drains them fairly quickly.
Creative Lead, Marketing
Impact Branding & Design LLCMarketing and Advertising, 11-50 employees
Screenshots
8x8 Contact Center
—Pricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
8x8 Contact Center Editions & Modules
—
Additional Pricing Details
—Zoom
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Zoom Editions & Modules
On-premise Edition
Virtual H.323/SIP Room Connector | 49/month |
---|---|
Business | 19.99/month |
SaaS Edition
Basic | $0 |
---|---|
Pro | 14.99/month |
Business | 19.99/month |
Zoom Room Conference Room | 49/month |
Webinar | 54.99/month |