What users are saying about
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118 Ratings
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Top Rated
1868 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

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

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.
Kelly Disera | TrustRadius Reviewer

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.
Rakshith Ramesh | TrustRadius Reviewer

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.
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

  • 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.
Chris Nguyen | TrustRadius Reviewer

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.
Charles Browder | TrustRadius Reviewer

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.
Stefan Scherbik | TrustRadius Reviewer

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.
Chris Bugg | TrustRadius Reviewer

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.
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 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.
Anonymous | TrustRadius Reviewer

Zoom

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.
Kenneth Hess | TrustRadius Reviewer

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.
Stefan Scherbik | TrustRadius Reviewer

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.
Jeffrey Bryan | 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

  • 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.
Christina K | 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

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 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
      8.1
      Zoom
      9.1

      Likelihood to Renew

      8x8 Contact Center
      Zoom
      9.5

      Usability

      8x8 Contact Center
      8.0
      Zoom
      9.6

      Reliability and Availability

      8x8 Contact Center
      Zoom
      10.0

      Performance

      8x8 Contact Center
      Zoom
      10.0

      Support Rating

      8x8 Contact Center
      7.0
      Zoom
      7.4

      Implementation Rating

      8x8 Contact Center
      Zoom
      9.7

      Scalability

      8x8 Contact Center
      Zoom
      10.0

      Add comparison