What users are saying about
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52 Ratings
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Top Rated
1458 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100

Zoom

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Top Rated
1458 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.9 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

Zoom

If you have to video conference anyone, and I do mean ANYone, Zoom is the perfect platform for that. Part of my job is helping our company adopt new technologies that we purchase, and Zoom is our preferred method. Maybe for an intimate setting or a performance review, I wouldn't use Zoom? But for almost any other scenario, I would recommend using Zoom.
Charles Browder | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Zoom
Agent dashboard
8x8 Contact Center
7.3
Zoom
Validate callers
8x8 Contact Center
6.6
Zoom
Outbound response
8x8 Contact Center
6.1
Zoom
Call forwarding
8x8 Contact Center
7.2
Zoom
Click-to-call (CTC)
8x8 Contact Center
6.3
Zoom
Warm transfer
8x8 Contact Center
7.0
Zoom
Predictive dialing
8x8 Contact Center
5.3
Zoom
Interactive voice response
8x8 Contact Center
6.1
Zoom
REST APIs
8x8 Contact Center
5.0
Zoom
Call scripts
8x8 Contact Center
5.1
Zoom
Call tracking
8x8 Contact Center
7.2
Zoom
Multichannel integration
8x8 Contact Center
5.5
Zoom
CRM software integration
8x8 Contact Center
5.0
Zoom

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Zoom
Inbound call routing
8x8 Contact Center
8.1
Zoom
Omnichannel inbound routing
8x8 Contact Center
7.3
Zoom
Recording
8x8 Contact Center
7.9
Zoom
Quality management
8x8 Contact Center
6.9
Zoom
Call analytics
8x8 Contact Center
7.4
Zoom
Historical reporting
8x8 Contact Center
6.7
Zoom
Live reporting
8x8 Contact Center
9.0
Zoom
Customer surveys
8x8 Contact Center
6.8
Zoom

Performance & Compatibility of Online Events Software

8x8 Contact Center
Zoom
8.2
High quality audio
8x8 Contact Center
Zoom
8.9
High quality video
8x8 Contact Center
Zoom
9.0
Low bandwidth requirements
8x8 Contact Center
Zoom
8.0
Mobile support
8x8 Contact Center
Zoom
7.0

Screen Sharing

8x8 Contact Center
Zoom
8.9
Desktop sharing
8x8 Contact Center
Zoom
9.3
Whiteboards
8x8 Contact Center
Zoom
8.4

Online Meetings / Events

8x8 Contact Center
Zoom
8.6
Calendar integration
8x8 Contact Center
Zoom
8.6
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
9.0
Slideshows
8x8 Contact Center
Zoom
8.9

Online Events Collaboration

8x8 Contact Center
Zoom
8.5
Live chat
8x8 Contact Center
Zoom
8.8
Audience polling
8x8 Contact Center
Zoom
8.4
Q&A
8x8 Contact Center
Zoom
8.4

Online Events Security

8x8 Contact Center
Zoom
8.7
User authentication
8x8 Contact Center
Zoom
8.8
Participant roles & permissions
8x8 Contact Center
Zoom
8.7
Confidential attendee list
8x8 Contact Center
Zoom
8.5

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

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.
Diana Anderson | 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

Zoom

  • When I used Zoom while conducting some administration tasks, it wasn't quick to switch back and forth between the one providing support and the user for the copy/paste function. When I spoke to the one providing support they said it happened all the time.
Dylan Smith | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 9.4
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.
Stefan Scherbik | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Zoom

Zoom 9.6
Based on 15 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.
Matthew Gardner | TrustRadius Reviewer

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.
Stefan Scherbik | TrustRadius Reviewer

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.
Stefan Scherbik | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 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

Zoom

Zoom 9.3
Based on 14 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.
Kenneth Hess | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 9.6
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.
Stefan Scherbik | 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

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.
Tanner Lichty | TrustRadius Reviewer

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.
Stefan Scherbik | 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

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.
Christine Austin | TrustRadius Reviewer

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 Connector49/month
Business19.99/month
    SaaS Edition
    Basic$0
    Pro14.99/month
    Business19.99/month
    Zoom Room Conference Room49/month
    Webinar54.99/month
      Additional Pricing Details

      Rating Summary

      Likelihood to Recommend

      8x8 Contact Center
      7.5
      Zoom
      9.2

      Likelihood to Renew

      8x8 Contact Center
      Zoom
      9.4

      Usability

      8x8 Contact Center
      8.2
      Zoom
      9.6

      Reliability and Availability

      8x8 Contact Center
      Zoom
      10.0

      Performance

      8x8 Contact Center
      Zoom
      10.0

      Support Rating

      8x8 Contact Center
      5.5
      Zoom
      9.3

      Implementation Rating

      8x8 Contact Center
      Zoom
      9.6

      Scalability

      8x8 Contact Center
      Zoom
      10.0

      Add comparison