8x8 Contact Center vs Zoom | TrustRadius

What users are saying about

Score 7.8 out of 10

Based on 118 reviews and ratings

Score 8.8 out of 10

Based on 1868 reviews and ratings

Feature Rating Comparison

8x8 Contact Center

Zoom

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Zoom

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

8x8 Contact Center

Zoom

High quality audio

High quality video

Low bandwidth requirements

Mobile support

8x8 Contact Center

Zoom

Desktop sharing

Whiteboards

8x8 Contact Center

Zoom

Calendar integration

Meeting initiation

Integrates with social media

Record meetings / events

Slideshows

8x8 Contact Center

Zoom

Live chat

Audience polling

Q&A

8x8 Contact Center

Zoom

User authentication

Participant roles & permissions

Confidential attendee list

Pros

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.

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Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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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.

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Lead IT Network Collaboration Engineer

Informatica LLCInformation Technology and Services, 5001-10,000 employees

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Cons

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.

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Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

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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.

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Charles Browder

Technology Adoption Specialist

Tyson Foods IncFood Production, 10,001+ employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

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Usability

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.

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Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

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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.

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Matthew Gardner

Co-Founder/Product

RouteThisComputer Software, 11-50 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

View all 1 answers on this topic

Performance

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

View all 1 answers on this topic

Support Rating

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.

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Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

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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.

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Senior Systems Analyst

CymSTAR, LLCDefense & Space, 201-500 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

View all 7 answers on this topic

Alternatives Considered

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.

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Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 employees

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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.

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Audio Visual Technician

Western UnionBanking, 10,001+ employees

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Scalability

No score

No answers yet

No answers on this topic

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.

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Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

View all 1 answers on this topic

Return on Investment

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.

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Office Manager

Blanchard & Thomas, LLPLaw Practice, 1-10 employees

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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.

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Christine Austin

Creative Lead, Marketing

Impact Branding & Design LLCMarketing and Advertising, 11-50 employees

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Screenshots

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See All (4) Zoom Screenshots

Pricing Details

General

Free Trial

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Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

8x8 Contact Center Editions & Modules

—

Additional Pricing Details

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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

Additional Pricing Details

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Rating Summary

8x8 Contact Center

Zoom

8x8 Contact Center

Zoom

8x8 Contact Center

Zoom

8x8 Contact Center

Zoom

8x8 Contact Center

Zoom

8x8 Contact Center

Zoom

8x8 Contact Center

Zoom

8x8 Contact Center

Zoom

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