8x8 Contact Center vs Zoom

• 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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• 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.

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• 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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• 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.

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• 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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• 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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