What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
913 Ratings
17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.5 out of 101

Zoom

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
913 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.8 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Zoom

Great use case: If you hold multiple meetings (5+) every week with people that you can’t easily meet in person (e.g. if you do a lot of business over the phone), Zoom is worth the price.
Great use case: If you regularly do presentations (slide decks, videos, pitches) over the phone or video call, Zoom makes this process very simple (screen-sharing, whiteboarding, chatting).
Great use case: If you expect people to either call in or join by a computer in the same meeting, Zoom makes it really easy to combine people joining by phone and computer.
Bad use case: If you only do a few phone or video calls a week, you’d probably be okay with a free solution like Google Hangouts (not worth paying for the additional Zoom features).
Bad use case: If you have to share lots of files back and forth throughout a meeting, I prefer using a third-party solution WHILE I’m on the Zoom call (i.e. I will share files via Slack or email while I’m on Zoom, rather than use Zoom’s file share feature).
Andrew Pagels profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Zoom
Agent dashboard
8x8 Contact Center
7.5
Zoom
Validate callers
8x8 Contact Center
7.6
Zoom
Outbound response
8x8 Contact Center
7.7
Zoom
Call forwarding
8x8 Contact Center
7.6
Zoom
Click-to-call (CTC)
8x8 Contact Center
7.7
Zoom
Warm transfer
8x8 Contact Center
7.6
Zoom
Predictive dialing
8x8 Contact Center
7.0
Zoom
Interactive voice response
8x8 Contact Center
7.1
Zoom
REST APIs
8x8 Contact Center
8.2
Zoom
Call scripts
8x8 Contact Center
7.2
Zoom
Call tracking
8x8 Contact Center
8.5
Zoom
Multichannel integration
8x8 Contact Center
9.1
Zoom
CRM software integration
8x8 Contact Center
8.5
Zoom

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Zoom
Inbound call routing
8x8 Contact Center
8.6
Zoom
Omnichannel inbound routing
8x8 Contact Center
7.7
Zoom
Recording
8x8 Contact Center
8.2
Zoom
Quality management
8x8 Contact Center
8.5
Zoom
Call analytics
8x8 Contact Center
7.8
Zoom
Historical reporting
8x8 Contact Center
7.8
Zoom
Live reporting
8x8 Contact Center
9.0
Zoom
Customer surveys
8x8 Contact Center
5.5
Zoom

Performance & Compatibility of Online Events Software

8x8 Contact Center
Zoom
8.6
High quality audio
8x8 Contact Center
Zoom
8.9
High quality video
8x8 Contact Center
Zoom
9.0
Low bandwidth requirements
8x8 Contact Center
Zoom
7.9

Screen Sharing

8x8 Contact Center
Zoom
8.8
Desktop sharing
8x8 Contact Center
Zoom
9.3
Whiteboards
8x8 Contact Center
Zoom
8.3

Online Meetings / Events

8x8 Contact Center
Zoom
8.4
Calendar integration
8x8 Contact Center
Zoom
8.6
Meeting initiation
8x8 Contact Center
Zoom
8.7
Integrates with social media
8x8 Contact Center
Zoom
7.2
Record meetings / events
8x8 Contact Center
Zoom
8.9
Slideshows
8x8 Contact Center
Zoom
8.7

Online Events Collaboration

8x8 Contact Center
Zoom
8.4
Live chat
8x8 Contact Center
Zoom
8.7
Audience polling
8x8 Contact Center
Zoom
8.2
Q&A
8x8 Contact Center
Zoom
8.2

Online Events Security

8x8 Contact Center
Zoom
8.6
User authentication
8x8 Contact Center
Zoom
8.6
Participant roles & permissions
8x8 Contact Center
Zoom
8.7
Confidential attendee list
8x8 Contact Center
Zoom
8.4

Pros

8x8 Contact Center

  • 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.
Michael Furman profile photo

Zoom

  • I’ve tried many different video call products (Google Hangouts, Appear.in, Uber Conference), and Zoom has been significantly higher-quality and more reliable. I very rarely have a call drop or have trouble with hearing people on Zoom calls.
  • Zoom has recently released a Chrome extension, which is a super convenient way to quickly start and schedule meetings. I enjoyed Appear.in for this reason, but the quality was too low. This is valuable for me as a project manager - I am able to quickly schedule Zoom meetings without leaving my current workflow (i.e. I can stay in Google Drive, Hubspot, Google Calendar, Gmail, or wherever else I am working and easily schedule a Zoom call).
  • Zoom’s “breakout room” feature is hugely valuable for the interactive client workshops we run. You can easily split multiple users into separate breakout rooms, then easily re-combine all participants back together in real time. I use this feature to facilitate design thinking workshops.
  • I use Zoom’s “copy the invitation” feature many times a day – I have very rarely had people I’m connecting with have any trouble joining the call, because the invitation has all of the information they need to easily connect, regardless of whether they are connecting by computer or by phone.
Andrew Pagels profile photo

Cons

8x8 Contact Center

  • Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.
Michael Furman profile photo

Zoom

  • It would be nice to have "profiles". Both my wife and I use our Zoom account. It would be great to be able to click a button and switch between our display names.
  • Chromecast support would be nice to be able to have the screen and audio casted to a TV using Chromecast.
  • Make it cheaper.
Andy Ryan profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 9.1
Based on 13 answers
It is part of our processes and it is company-wide loved.
Nicolas Costa Ossa profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Zoom

Zoom 9.5
Based on 12 answers
Zoom is the most intuitive and useable platform we've yet encountered. I was not onboard with my current company for very long before we picked Zoom, but the difference in support calls I had to take before and after we switched to Zoom was astounding. People seem to get Zoom very quickly.
Stefan Scherbik profile photo

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Zoom

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.
Stefan Scherbik profile photo

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

Zoom

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.
Stefan Scherbik profile photo

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Zoom

Zoom 8.9
Based on 10 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 profile photo

Implementation

8x8 Contact Center

No score
No answers yet
No answers on this topic

Zoom

Zoom 9.6
Based on 5 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 profile photo

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

Zoom

Zoom has overlapping service similarities to UberConference, but they are not all the same. UberConference is what we used prior to Zoom, and it can do teleconferencing and screen sharing, but it does not have video capacity. Zoom has the video conferencing and screen sharing, but not the teleconferencing. If Zoom had a way for multiple people to join in on a conference call (not a video conference), we would stop using UberConference completely. Zoom's video conferencing is flawless, the screen share is better and takes up less bandwidth, and the overall experience with Zoom is more "user friendly" than UberConference
Alicia Gates, CPA profile photo

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 profile photo

Return on Investment

8x8 Contact Center

  • In 2008 8x8 was implemented as a Quick Fix to a Telephony / Call Center Solution, 8x8-VO/VCC Provided a Positive ROI because of the following reasons
  • Implementation turn around
  • Cost effective
  • Met all requirements
  • Today 2019 we are using it across 4 Business Lines which includes 10 VO Auto Attendants and 15 VCC Call Center IVRs
No photo available

Zoom

  • Our staff is 100% remotely based, so if it was not for Zoom, we would never be able to see our clients face-to-face. In so many ways it's helpful to be able to put a face to a name, and to see all of the non-verbal communication that our clients are giving us. Many times they need to see that we're human too, not just bots, and that greatly enhances our relationships. I would say that it allows us to know our client's personalities better, which results in us being able to serve them more completely.
  • Training new staff in a remote environment is difficult, but Zoom's screen sharing abilities greatly helps with that! Since it's so easy to switch the screen share back and forth, I can have a 1-on-1 meeting with a staff person, show them something on my computer, and then switch it to them so that they can show me what they learned on their computer. It's great that it's real time and easy to do. The staff's retention is better, which ultimately means our bottom line is increased.
Alicia Gates, CPA profile photo

Pricing Details

8x8 Contact Center

General

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

8x8 Contact Center Editions & Modules

Additional Pricing Details

Zoom

General

Free Trial
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 Connector49/month
Business19.99/month
    SaaS Edition
    Basic$0
    Pro14.99/month
    Business19.99/month
    Zoom Room Conference Room49/month
    Webinar54.99/month
      Additional Pricing Details

      Add comparison