What users are saying about
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Top Rated
239 Ratings
62 Ratings

8x8 Contact Center

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Top Rated
239 Ratings
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Score 7.8 out of 100
62 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Contact Center Software

    7.5

    8x8 Contact Center

    75%

    Zoom Phone

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.0
    80%
    91 Ratings
    N/A
    0 Ratings

    Validate callers

    7.0
    70%
    82 Ratings
    N/A
    0 Ratings

    Outbound response

    8.4
    84%
    77 Ratings
    N/A
    0 Ratings

    Call forwarding

    7.8
    78%
    97 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    6.6
    66%
    58 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.3
    83%
    92 Ratings
    N/A
    0 Ratings

    Predictive dialing

    6.6
    66%
    43 Ratings
    N/A
    0 Ratings

    Interactive voice response

    7.5
    75%
    57 Ratings
    N/A
    0 Ratings

    REST APIs

    8.3
    83%
    35 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    51 Ratings
    N/A
    0 Ratings

    Call tracking

    6.9
    69%
    88 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.3
    83%
    52 Ratings
    N/A
    0 Ratings

    CRM software integration

    6.0
    60%
    47 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.2

    8x8 Contact Center

    82%

    Zoom Phone

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 8/8 features

    Inbound call routing

    8.6
    86%
    85 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.0
    90%
    48 Ratings
    N/A
    0 Ratings

    Recording

    8.1
    81%
    83 Ratings
    N/A
    0 Ratings

    Quality management

    7.3
    73%
    81 Ratings
    N/A
    0 Ratings

    Call analytics

    7.8
    78%
    84 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    78 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    7.6
    76%
    42 Ratings
    N/A
    0 Ratings

    Cloud PBX

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    8.8

    Zoom Phone

    88%
    Zoom Phone ranks higher in 5/5 features

    Hosted PBX

    N/A
    0 Ratings
    8.9
    89%
    5 Ratings

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    9.3
    93%
    5 Ratings

    User templates

    N/A
    0 Ratings
    8.2
    82%
    6 Ratings

    Call reports

    N/A
    0 Ratings
    8.2
    82%
    9 Ratings

    Directory of employee names

    N/A
    0 Ratings
    9.2
    92%
    8 Ratings

    Call Management

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    9.0

    Zoom Phone

    90%
    Zoom Phone ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    8.9
    89%
    8 Ratings

    Call recording

    N/A
    0 Ratings
    9.7
    97%
    9 Ratings

    Call park

    N/A
    0 Ratings
    8.7
    87%
    6 Ratings

    Call screening

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Message alerts

    N/A
    0 Ratings
    8.7
    87%
    8 Ratings

    VoIP system collaboration

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    9.3

    Zoom Phone

    93%
    Zoom Phone ranks higher in 4/4 features

    Video conferencing

    N/A
    0 Ratings
    9.8
    98%
    10 Ratings

    Audio conferencing

    N/A
    0 Ratings
    10.0
    100%
    10 Ratings

    Video screen sharing

    N/A
    0 Ratings
    9.9
    99%
    10 Ratings

    Instant messaging

    N/A
    0 Ratings
    7.5
    75%
    7 Ratings

    Mobile apps

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    9.3

    Zoom Phone

    93%
    Zoom Phone ranks higher in 2/2 features

    Mobile app for iOS

    N/A
    0 Ratings
    9.4
    94%
    9 Ratings

    Mobile app for Android

    N/A
    0 Ratings
    9.1
    91%
    6 Ratings

    Attribute Ratings

    • 8x8 Contact Center is rated higher in 1 area: Usability
    • Zoom Phone is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    7.9

    8x8 Contact Center

    79%
    106 Ratings
    9.3

    Zoom Phone

    93%
    11 Ratings

    Likelihood to Renew

    8.4

    8x8 Contact Center

    84%
    5 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Usability

    8.5

    8x8 Contact Center

    85%
    18 Ratings
    8.0

    Zoom Phone

    80%
    1 Rating

    Availability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Performance

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Support Rating

    6.3

    8x8 Contact Center

    63%
    75 Ratings
    6.7

    Zoom Phone

    67%
    4 Ratings

    In-Person Training

    9.1

    8x8 Contact Center

    91%
    1 Rating

    Zoom Phone

    N/A
    0 Ratings

    Implementation Rating

    9.1

    8x8 Contact Center

    91%
    3 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Configurability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    7.3

    8x8 Contact Center

    73%
    1 Rating

    Zoom Phone

    N/A
    0 Ratings

    Ease of integration

    8.6

    8x8 Contact Center

    86%
    2 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Product Scalability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Zoom Phone

    N/A
    0 Ratings

    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.
    Read full review

    Zoom

    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.
    Read full review

    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.
    Read full review

    Zoom

    • Transcribes voicemails. Great for those verbose folks that leave long voicemails.
    • Loud and clear volume quality! Great in a busy office with lots of people talking.
    • Easy to keep track of who has called me. Has Caller ID which is helpful.
    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.
    Read full review

    Zoom

    • Voicemail handling for queues and groups can't have their own shared voicemail box.
    • They recently starting limiting how many greetings you can have per user, so you have to do some annoying workarounds by setting up additional users to accomplish it when you have a number of ACD.
    • Does not yet support texting.
    • I wish they had built in text to speech to quickly build new greetings or phone tree options when needed.
    • You can't just assign a phone number to a call queue or group. You have to use a specific user. Fortunately, the cost is reasonable per user so its not a big problem, but annoying none-the-less.
    • The Salesforce integration could be better, I hope they improve it. For example, voicemails and call logs don't show up in the native lightning case feed, but as tasks.
    • When callers call, I wish it would pop up how they called and what tree they went through. So we could see what number they called into and perhaps what menu options they used.
    • I'd love to be able to ask them questions to gather info for reps answering phones when appropriate.
    Read full review

    Pricing Details

    8x8 Contact Center

    Starting Price

    Editions & Modules

    8x8 Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      View Pricing

      Zoom Phone

      Starting Price

      Editions & Modules

      Zoom Phone editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        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
        Read full review

        Zoom

        No answers on this topic

        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!!
        Read full review

        Zoom

        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.
        Read full review

        Reliability and Availability

        8x8, Inc.

        The only issue I have ran across was on getting the updated new version
        Read full review

        Zoom

        No answers on this topic

        Performance

        8x8, Inc.

        Yes everything loads quickly and its ready for use
        Read full review

        Zoom

        No answers on this topic

        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.
        Read full review

        Zoom

        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.
        Read full review

        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.
        Read full review

        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
        Read full review

        Zoom

        No answers on this topic

        Implementation Rating

        8x8, Inc.

        It was extremely easy
        Read full review

        Zoom

        No answers on this topic

        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.
        Read full review

        Zoom

        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
        Read full review

        Contract Terms and Pricing Model

        8x8, Inc.

        It is pretty much "Par for the course" with the options out there with other vendors.
        Read full review

        Zoom

        No answers on this topic

        Scalability

        8x8, Inc.

        It was implemented across the board in the company and has worked perfectly
        Read full review

        Zoom

        No answers on this topic

        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.
        Read full review

        Zoom

        • 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.
        Read full review

        Screenshots

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