What users are saying about
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Top Rated
178 Ratings
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Top Rated
4176 Ratings

8x8 Contact Center

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Top Rated
178 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Zoom

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Top Rated
4176 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Feature Set Ratings

    Contact Center Software

    7.4

    8x8 Contact Center

    74%

    Zoom

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.0
    80%
    69 Ratings
    N/A
    0 Ratings

    Validate callers

    7.0
    70%
    62 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    59 Ratings
    N/A
    0 Ratings

    Call forwarding

    7.8
    78%
    77 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    6.6
    66%
    41 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.3
    83%
    71 Ratings
    N/A
    0 Ratings

    Predictive dialing

    6.6
    66%
    28 Ratings
    N/A
    0 Ratings

    Interactive voice response

    7.6
    76%
    41 Ratings
    N/A
    0 Ratings

    REST APIs

    7.2
    72%
    25 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    40 Ratings
    N/A
    0 Ratings

    Call tracking

    6.9
    69%
    67 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.3
    83%
    37 Ratings
    N/A
    0 Ratings

    CRM software integration

    6.2
    62%
    36 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.2

    8x8 Contact Center

    82%

    Zoom

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 8/8 features

    Inbound call routing

    8.6
    86%
    64 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.1
    91%
    32 Ratings
    N/A
    0 Ratings

    Recording

    8.1
    81%
    62 Ratings
    N/A
    0 Ratings

    Quality management

    7.3
    73%
    60 Ratings
    N/A
    0 Ratings

    Call analytics

    7.8
    78%
    63 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    57 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    7.6
    76%
    27 Ratings
    N/A
    0 Ratings

    Performance & Compatibility of Online Events Software

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    8.3

    Zoom

    83%
    Zoom ranks higher in 4/4 features

    High quality audio

    N/A
    0 Ratings
    8.6
    86%
    689 Ratings

    High quality video

    N/A
    0 Ratings
    8.6
    86%
    691 Ratings

    Low bandwidth requirements

    N/A
    0 Ratings
    7.6
    76%
    615 Ratings

    Mobile support

    N/A
    0 Ratings
    8.6
    86%
    90 Ratings

    Screen Sharing

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    8.6

    Zoom

    86%
    Zoom ranks higher in 2/2 features

    Desktop sharing

    N/A
    0 Ratings
    9.0
    90%
    684 Ratings

    Whiteboards

    N/A
    0 Ratings
    8.2
    82%
    450 Ratings

    Online Meetings / Events

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    8.4

    Zoom

    84%
    Zoom ranks higher in 5/5 features

    Calendar integration

    N/A
    0 Ratings
    8.4
    84%
    613 Ratings

    Meeting initiation

    N/A
    0 Ratings
    8.6
    86%
    671 Ratings

    Integrates with social media

    N/A
    0 Ratings
    7.8
    78%
    293 Ratings

    Record meetings / events

    N/A
    0 Ratings
    8.8
    88%
    644 Ratings

    Slideshows

    N/A
    0 Ratings
    8.3
    83%
    466 Ratings

    Online Events Collaboration

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    8.4

    Zoom

    84%
    Zoom ranks higher in 3/3 features

    Live chat

    N/A
    0 Ratings
    8.8
    88%
    586 Ratings

    Audience polling

    N/A
    0 Ratings
    8.2
    82%
    379 Ratings

    Q&A

    N/A
    0 Ratings
    8.4
    84%
    424 Ratings

    Online Events Security

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    8.4

    Zoom

    84%
    Zoom ranks higher in 3/3 features

    User authentication

    N/A
    0 Ratings
    8.3
    83%
    503 Ratings

    Participant roles & permissions

    N/A
    0 Ratings
    8.5
    85%
    555 Ratings

    Confidential attendee list

    N/A
    0 Ratings
    8.3
    83%
    393 Ratings

    Attribute Ratings

    • Zoom is rated higher in 6 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Implementation Rating, Contract Terms and Pricing Model

    Likelihood to Recommend

    7.9

    8x8 Contact Center

    79%
    84 Ratings
    8.8

    Zoom

    88%
    705 Ratings

    Likelihood to Renew

    9.1

    8x8 Contact Center

    91%
    1 Rating
    9.5

    Zoom

    95%
    15 Ratings

    Usability

    8.1

    8x8 Contact Center

    81%
    16 Ratings
    8.8

    Zoom

    88%
    39 Ratings

    Availability

    8x8 Contact Center

    N/A
    0 Ratings
    10.0

    Zoom

    100%
    2 Ratings

    Performance

    8x8 Contact Center

    N/A
    0 Ratings
    10.0

    Zoom

    100%
    2 Ratings

    Support Rating

    6.4

    8x8 Contact Center

    64%
    73 Ratings
    8.3

    Zoom

    83%
    53 Ratings

    Implementation Rating

    9.1

    8x8 Contact Center

    91%
    1 Rating
    10.0

    Zoom

    100%
    14 Ratings

    Contract Terms and Pricing Model

    7.3

    8x8 Contact Center

    73%
    1 Rating
    7.7

    Zoom

    77%
    15 Ratings

    Product Scalability

    8x8 Contact Center

    N/A
    0 Ratings
    10.0

    Zoom

    100%
    1 Rating

    Professional Services

    8x8 Contact Center

    N/A
    0 Ratings
    9.1

    Zoom

    91%
    8 Ratings

    Likelihood to Recommend

    8x8 Contact Center

    8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
    Amye Roberson | TrustRadius Reviewer

    Zoom

    In the new area of pandemic-era meetings online, I really like the opportunity that Zoom provides to have a meeting space. The audio and video quality is typically good, with problems usually being blamed on the bandwidth of the service provider. The recordings are great to be able to use once they have been processed. In fact, if there was one thing I would improve about recordings, it would be the amount of time it takes to render the video ready for output and sharing.
    Randy Palmer | TrustRadius Reviewer

    Pros

    8x8 Contact Center

    • Tracks all inbound and outbound calls from our organization.
    • Gives us the ability to record and review calls.
    • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
    Gary Savage | TrustRadius Reviewer

    Zoom

    • The ease of hosting & joining meetings with a simple URL.
    • The ability to screen-share and share control of screens seamlessly makes collaboration even better.
    • Participants limit in a zoom meeting is way better than other collaboration tools.
    • Ability to restrict unwanted users from joining the meeting even with the meeting password.
    Sameera Srivastava | TrustRadius Reviewer

    Cons

    8x8 Contact Center

    • Post-sale support through the online ticket system is painfully slow.
    • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
    • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
    Anonymous | TrustRadius Reviewer

    Zoom

    • Sharing zoom complete information is not visible on the screen, and also a bit is confusing minimizing and maximizing.
    • Every time someone enters the chat, a chat box appears on my screen, and some features are missing from this version.
    • Automatic conference connection based on a schedule isn't an option, and neither is enhanced security measures.
    Muhammad Hossain | TrustRadius Reviewer

    Pricing Details

    8x8 Contact Center

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    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

    Starting Price

    $14.99 per month

    Zoom Editions & Modules

    On-premise Edition
    Virtual H.323/SIP Room Connector$491
    Business19.991
    1. per month
    SaaS Edition
    BasicFree1
    Pro14.992
    Business19.992
    Enterprise19.992
    1. Free
    2. per month/per license
    Additional Pricing Details
    Discounts available for each plan if you pay annually.

    Likelihood to Renew

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 1 answer
    No answer on this topic is available.

    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 8.1
    Based on 16 answers
    The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
    Kelly Disera | TrustRadius Reviewer

    Zoom

    Zoom 8.8
    Based on 39 answers
    Zoom has been very good in terms of usability as I have rarely had issues joining the meetings on desktop and it has always provided me with a stable audio and video and it makes it very easy for me to get through any meetings without much problem. I have found that it helps create a very friendly environment with my team through the creation of conferences and moderated chat rooms.
    Bart Harris | TrustRadius Reviewer

    Reliability and Availability

    8x8 Contact Center

    No score
    No answers yet
    No answers on this topic

    Zoom

    Zoom 10.0
    Based on 2 answers
    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 2 answers
    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 6.4
    Based on 73 answers
    The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
    Chris Nguyen | TrustRadius Reviewer

    Zoom

    Zoom 8.3
    Based on 53 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

    8x8 Contact Center 9.1
    Based on 1 answer
    It was extremely easy
    Amye Roberson | TrustRadius Reviewer

    Zoom

    Zoom 10.0
    Based on 14 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

    Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
    Chris Bugg | TrustRadius Reviewer

    Zoom

    Zoom cannot be beaten for ubiquity - 100% of my clients and prospective clients are already familiar with Zoom. This is the #1 reason why I use Zoom. Additionally, Zoom integrates with AcuityScheduling, saving me a lot of time in creating meetings and adding them to the calendar. Zoom is disappointing in terms of video quality, interactivity features, and privacy. In cases where I need to use the recording of webinars for digital products, I will always use Crowdcast, and in cases where privacy is essential, I will use JitsiMeet.
    Sarah Martin | TrustRadius Reviewer

    Contract Terms and Pricing Model

    8x8 Contact Center

    8x8 Contact Center 7.3
    Based on 1 answer
    It is pretty much "Par for the course" with the options out there with other vendors.
    Keith Simpson | TrustRadius Reviewer

    Zoom

    Zoom 7.7
    Based on 15 answers
    Overall I feel it is a fair price for what you pay for and the time constraints are not an issue at all. Zoom allows users to be on there for hours and hours and also you can launch as many meetings as you want. Overall I am very happy with using Zoom for our business.
    Brandon Losover | 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

    Professional Services

    8x8 Contact Center

    No score
    No answers yet
    No answers on this topic

    Zoom

    Zoom 9.1
    Based on 8 answers
    Zoom is an all-around, robust, and equipped tool that serves a huge requirement for communicating and running business processes very effectively. The calendar integration is very helpful in notifying the team members [of] any meeting upcoming and is also apt for mobile use in special cases as well. The phone call feature is also very standout. Minimum bugs and ease of use make it the first choice for any company.
    Santanu Sen | TrustRadius Reviewer

    Return on Investment

    8x8 Contact Center

    • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
    • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
    Michael Furman | TrustRadius Reviewer

    Zoom

    • It enables me to send and receive messages from my team members during video calls, handling online presentations.
    • With the ability to quickly stop, mute, and even receive notifications when someone enters or exits the meeting room, I'm never obligated to show up while making a call.
    • It is possible to record online meetings for future reference and more effective customer service. As we dealt with a lockdown, Zoom helped our business run smoothly.
    Aurpa Fiza | TrustRadius Reviewer

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