Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.7 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Zoom
Score 8.3 out of 10
N/A
Zoom is a unified communications platform primarily known for its use as a web conferencing tool. It features HD video and audio, collaboration tools, chat functionality, and an enterprise cloud phone system.
$5
per month per license
Pricing
8x8 Contact CenterZoom
Editions & Modules
No answers on this topic
Add-On Zoom Translated Captions
$5
per month per license
Add-On - Zoom Whiteboard
$24.90
per year
Pro
$149.90
per year per user
Business
$199.90
per year per user
Business Plus
$250.00
per year per user
Add-On - Conference Room Connector
$499
per year
Basic
Free
Enterprise
Custom
Add-On - Large Meetings
starting at $600
per year
Add-On - Cloud Storage
starting at $120
per year
Add-On Audio Conferencing
starting at $1200
per year
Add-On Zoom Phone Power Pack
Starting at $300
per year per user
Add-On - Zoom IQ for Sales
Contact Sales
Add-On - Quality of Service Subscription
Contact Sales
Offerings
Pricing Offerings
8x8 Contact CenterZoom
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterZoom
Top Pros
Top Cons
Features
8x8 Contact CenterZoom
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.1
127 Ratings
17% below category average
Zoom
-
Ratings
Agent dashboard7.9112 Ratings00 Ratings
Validate callers7.1102 Ratings00 Ratings
Outbound response8.198 Ratings00 Ratings
Call forwarding8.1115 Ratings00 Ratings
Click-to-call (CTC)5.973 Ratings00 Ratings
Warm transfer8.1111 Ratings00 Ratings
Predictive dialing7.851 Ratings00 Ratings
Interactive voice response7.367 Ratings00 Ratings
REST APIs8.140 Ratings00 Ratings
Call scripts7.565 Ratings00 Ratings
Call tracking6.9111 Ratings00 Ratings
Multichannel integration5.064 Ratings00 Ratings
CRM software integration4.556 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.0
118 Ratings
4% below category average
Zoom
-
Ratings
Inbound call routing7.9107 Ratings00 Ratings
Omnichannel inbound routing8.358 Ratings00 Ratings
Recording8.2104 Ratings00 Ratings
Quality management7.8104 Ratings00 Ratings
Call analytics7.7104 Ratings00 Ratings
Historical reporting7.596 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.355 Ratings00 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
8x8 Contact Center
-
Ratings
Zoom
7.6
709 Ratings
7% below category average
High quality audio00 Ratings8.2703 Ratings
High quality video00 Ratings8.2705 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
8x8 Contact Center
-
Ratings
Zoom
8.0
698 Ratings
2% below category average
Desktop sharing00 Ratings8.8697 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
8x8 Contact Center
-
Ratings
Zoom
7.9
703 Ratings
1% below category average
Calendar integration00 Ratings7.9626 Ratings
Meeting initiation00 Ratings8.2685 Ratings
Record meetings / events00 Ratings8.2659 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
8x8 Contact Center
-
Ratings
Zoom
7.8
614 Ratings
2% below category average
Live chat00 Ratings8.3596 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
8x8 Contact Center
-
Ratings
Zoom
7.7
590 Ratings
2% above category average
User authentication00 Ratings7.5511 Ratings
Participant roles & permissions00 Ratings7.7564 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
8x8 Contact Center
-
Ratings
Zoom
6.6
13 Ratings
22% below category average
Hosted PBX00 Ratings6.05 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings6.38 Ratings
Directory of employee names00 Ratings7.511 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
8x8 Contact Center
-
Ratings
Zoom
7.2
17 Ratings
14% below category average
Answering rules00 Ratings7.79 Ratings
Call recording00 Ratings8.216 Ratings
Call park00 Ratings6.311 Ratings
Call screening00 Ratings7.511 Ratings
Message alerts00 Ratings7.012 Ratings
Business SMS/External Messaging00 Ratings6.26 Ratings
Voicemail Transcription00 Ratings7.410 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
8x8 Contact Center
-
Ratings
Zoom
7.7
17 Ratings
11% below category average
Mobile app for iOS00 Ratings7.417 Ratings
Mobile app for Android00 Ratings8.110 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
8x8 Contact Center
-
Ratings
Zoom
6.1
7 Ratings
25% below category average
Centralized communications management00 Ratings5.96 Ratings
Team messaging00 Ratings5.97 Ratings
Team document sharing00 Ratings6.77 Ratings
Call and meeting analytics00 Ratings5.97 Ratings
Best Alternatives
8x8 Contact CenterZoom
Small Businesses
CloudTalk
CloudTalk
Score 9.6 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 8.9 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.6 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 8.9 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterZoom
Likelihood to Recommend
7.8
(131 ratings)
7.7
(725 ratings)
Likelihood to Renew
7.9
(6 ratings)
6.9
(17 ratings)
Usability
8.4
(21 ratings)
9.3
(38 ratings)
Availability
9.1
(2 ratings)
10.0
(1 ratings)
Performance
9.1
(2 ratings)
10.0
(1 ratings)
Support Rating
5.7
(52 ratings)
9.0
(36 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.7
(4 ratings)
10.0
(8 ratings)
Configurability
9.1
(2 ratings)
7.0
(1 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
7.9
(13 ratings)
Ease of integration
8.6
(2 ratings)
10.0
(1 ratings)
Product Scalability
9.1
(2 ratings)
10.0
(1 ratings)
Professional Services
-
(0 ratings)
9.2
(8 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
8x8 Contact CenterZoom
Likelihood to Recommend
8x8, Inc.
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.
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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.
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Pros
8x8, Inc.
  • 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.
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Zoom
  • It's a great way to connect around the world with minimal bandwidth consumption.
  • Meeting our peers and exchanging ideas is made possible through the use of high-quality video and audio calls.
  • Exceptional audio and video quality; we are recording meetings and transferring them to other storage.
  • Compared to other apps, it has more features and allows for efficient file sharing within the chatbox.
Read full review
Cons
8x8, Inc.
  • 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.
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Zoom
  • You need an app to make the calls and meetings, but it would be perfect if it had a web-based option.
  • Sometimes when internet speed drops, the audio quality also drops; I would understand the video quality dropping, but the audio doesn't consume much bandwidth, so it would be nice to have a consistent audio even on low internet speeds.
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Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
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Zoom
Zoom's existing functionalities are already addressing most of my needs that why i might not renew it. In future i might suggest my company for a paid plan of Zoom to avoid the trial bracket for 1 hour. All other features are up to the mark and fulfill my requirements for the meetings
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Usability
8x8, Inc.
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!!
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Zoom
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.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Zoom
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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Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Zoom
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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Support Rating
8x8, Inc.
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.
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Zoom
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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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Zoom
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Zoom
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Zoom
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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Alternatives Considered
8x8, Inc.
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.
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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.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Zoom
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.
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Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Zoom
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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Professional Services
8x8, Inc.
No answers on this topic
Zoom
The professional service that Zoom offers us in a particular way has been really successful for us to diversify functions and highlight others that allow us to link our remote work in a much more effective way.
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Return on Investment
8x8, Inc.
  • 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.
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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.
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ScreenShots