8x8 Contact Center vs Zoom | TrustRadius

What users are saying about

Score 7.3 out of 10

Based on 52 reviews and ratings

Score 8.9 out of 10

Based on 1458 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

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

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Audrey Easterday

Partner

Customer Help ServicesTelecommunications, 1-10 employees

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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.

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Network System Administrator

Voss IndustriesAviation & Aerospace, 201-500 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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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 8.2

Based on 1 answer

We have no issues.

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SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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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.

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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

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Support Rating

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.

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Melissa McCormack

Senior Manager Customer Experience

Constant TherapyHealth, Wellness and Fitness, 11-50 employees

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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.

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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 9.6

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.

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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

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.

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Verified User

Manager in Customer Service

Consumer Goods Company, 51-200 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

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Return on Investment

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.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 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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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

8x8 Contact Center Editions & Modules

—

Additional Pricing Details

—

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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