What users are saying about
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Top Rated
149 Ratings
39 Ratings

8x8 Contact Center

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Top Rated
149 Ratings
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Score 7.3 out of 100
39 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

Zoom Phone

Zoom Phone is great for remote work. It's pretty user friendly. You can easily transfer calls to those who have Zoom extensions programmed into the address book.Obviously, this would apply to most tech nowadays, but call quality can suffer during bad weather.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
Zoom Phone
Agent dashboard
8x8 Contact Center
6.9
Zoom Phone
Validate callers
8x8 Contact Center
6.6
Zoom Phone
Outbound response
8x8 Contact Center
7.0
Zoom Phone
Call forwarding
8x8 Contact Center
7.3
Zoom Phone
Click-to-call (CTC)
8x8 Contact Center
6.1
Zoom Phone
Warm transfer
8x8 Contact Center
7.0
Zoom Phone
Predictive dialing
8x8 Contact Center
7.1
Zoom Phone
Interactive voice response
8x8 Contact Center
7.4
Zoom Phone
REST APIs
8x8 Contact Center
6.1
Zoom Phone
Call scripts
8x8 Contact Center
6.9
Zoom Phone
Call tracking
8x8 Contact Center
6.6
Zoom Phone
Multichannel integration
8x8 Contact Center
7.4
Zoom Phone
CRM software integration
8x8 Contact Center
6.6
Zoom Phone

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Zoom Phone
Inbound call routing
8x8 Contact Center
7.6
Zoom Phone
Omnichannel inbound routing
8x8 Contact Center
8.8
Zoom Phone
Recording
8x8 Contact Center
7.2
Zoom Phone
Quality management
8x8 Contact Center
6.7
Zoom Phone
Call analytics
8x8 Contact Center
6.8
Zoom Phone
Historical reporting
8x8 Contact Center
6.5
Zoom Phone
Live reporting
8x8 Contact Center
9.0
Zoom Phone
Customer surveys
8x8 Contact Center
7.4
Zoom Phone

Cloud PBX

8x8 Contact Center
Zoom Phone
7.6
Hosted PBX
8x8 Contact Center
Zoom Phone
9.7
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
Zoom Phone
8.7
User templates
8x8 Contact Center
Zoom Phone
4.2
Call reports
8x8 Contact Center
Zoom Phone
8.2
Directory of employee names
8x8 Contact Center
Zoom Phone
7.3

Call Management

8x8 Contact Center
Zoom Phone
8.2
Answering rules
8x8 Contact Center
Zoom Phone
7.8
Call recording
8x8 Contact Center
Zoom Phone
9.1
Call park
8x8 Contact Center
Zoom Phone
8.4
Call screening
8x8 Contact Center
Zoom Phone
7.8
Message alerts
8x8 Contact Center
Zoom Phone
7.8

VoIP system collaboration

8x8 Contact Center
Zoom Phone
8.7
Video conferencing
8x8 Contact Center
Zoom Phone
9.5
Audio conferencing
8x8 Contact Center
Zoom Phone
9.5
Video screen sharing
8x8 Contact Center
Zoom Phone
9.1
Instant messaging
8x8 Contact Center
Zoom Phone
6.9

Mobile apps

8x8 Contact Center
Zoom Phone
8.9
Mobile app for iOS
8x8 Contact Center
Zoom Phone
8.8
Mobile app for Android
8x8 Contact Center
Zoom Phone
9.0

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

Zoom Phone

  • Ease of Use
  • Ease of Management
  • Reliability (except for that first week of COVID panic!)
  • Phone routing features and flexibility
  • IT Integrations and Automations
Jonathan Tanis | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

Zoom Phone

  • I've had some slowdown on calls.
  • Would like caller ID when someone is calling rather than just in my call history.
  • Ability to use the numpad to dial numbers. Have to click the numbers instead of typing them in.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
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 Phone

Zoom Phone 8.0
Based on 1 answer
Zoom Phone has a very sleek design which makes it very easy to operate and use both in the setting up of and interacting in a meeting space. That being said, certain features can seem a bit crowded while trying to screen share or display video which somewhat defeats the purpose of the application as compared to a standard conference call.
Anonymous | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 69 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

Zoom Phone

Zoom Phone 7.9
Based on 4 answers
Support have been great during the time for implementing Zoom Phones to our team of 50 people. There were times where they kept supporting us through links but more and more we had actual people getting back to us via emails so we are very happy overall. The product is so great, too.
Anonymous | 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 Phone

The big draw for us to Zoom Phone is that they shook up the market. They entered the phone market by taking their overwhelming success in video conferencing, and bringing that innovation and skill to designing a game changing phone system. There is really not much difference among the other systems, except maybe their interface. They're a dime a dozen. Zoom does things differently, focusing in on the needs of the end users, and delivers a solid system that is worry free for I.T. departments
Anonymous | 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 Phone

  • We're better able to work together as a team answering phones multiple people can be logged in to answer at the same time.
  • The voicemail transcription feature helps with sharing messages to different departments.
  • Overall, we're able to answer more calls and have fewer callers being sent to voicemail.
Anonymous | TrustRadius Reviewer

Screenshots

8x8 Contact Center

Pricing Details

8x8 Contact Center

General

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

Zoom Phone

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Zoom Phone
9.0

Usability

8x8 Contact Center
8.0
Zoom Phone
8.0

Support Rating

8x8 Contact Center
7.0
Zoom Phone
7.9

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