What users are saying about
8x8 Contact Center
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119 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 119 reviews and ratings
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 9 reviews and ratings
Likelihood to Recommend
8x8 Contact Center
8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
ZOOM QM Suite
ZOOM Quality Management Suite is great for a quick meeting.

Verified User
Employee in Information Technology
Financial Services Company, 501-1000 employeesFeature Rating Comparison
Contact Center Software
8x8 Contact Center
7.5
ZOOM QM Suite
—
Agent dashboard
8x8 Contact Center
7.7
ZOOM QM Suite
—
Validate callers
8x8 Contact Center
8.1
ZOOM QM Suite
—
Outbound response
8x8 Contact Center
7.6
ZOOM QM Suite
—
Call forwarding
8x8 Contact Center
8.3
ZOOM QM Suite
—
Click-to-call (CTC)
8x8 Contact Center
7.1
ZOOM QM Suite
—
Warm transfer
8x8 Contact Center
8.2
ZOOM QM Suite
—
Predictive dialing
8x8 Contact Center
7.1
ZOOM QM Suite
—
Interactive voice response
8x8 Contact Center
8.3
ZOOM QM Suite
—
REST APIs
8x8 Contact Center
5.8
ZOOM QM Suite
—
Call scripts
8x8 Contact Center
8.2
ZOOM QM Suite
—
Call tracking
8x8 Contact Center
7.7
ZOOM QM Suite
—
Multichannel integration
8x8 Contact Center
6.7
ZOOM QM Suite
—
CRM software integration
8x8 Contact Center
6.1
ZOOM QM Suite
—
Workforce Optimization (WFO)
8x8 Contact Center
8.1
ZOOM QM Suite
—
Inbound call routing
8x8 Contact Center
8.5
ZOOM QM Suite
—
Omnichannel inbound routing
8x8 Contact Center
7.9
ZOOM QM Suite
—
Recording
8x8 Contact Center
8.3
ZOOM QM Suite
—
Quality management
8x8 Contact Center
7.7
ZOOM QM Suite
—
Call analytics
8x8 Contact Center
8.1
ZOOM QM Suite
—
Historical reporting
8x8 Contact Center
7.2
ZOOM QM Suite
—
Live reporting
8x8 Contact Center
9.0
ZOOM QM Suite
—
Customer surveys
8x8 Contact Center
7.9
ZOOM QM Suite
—
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
ZOOM QM Suite
- Low bandwidth use.
- Cheaper.
- Easy to use.

Verified User
Employee in Information Technology
Financial Services Company, 501-1000 employeesCons
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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
ZOOM QM Suite
- No need to improve.

Verified User
Employee in Information Technology
Financial Services Company, 501-1000 employeesUsability
8x8 Contact Center
8x8 Contact Center 8.0
Based on 16 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
ZOOM QM Suite
No score
No answers yet
No answers on this topic
Support Rating
8x8 Contact Center
8x8 Contact Center 7.0
Based on 50 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.

Verified User
General Manager in Corporate
Health, Wellness and Fitness Company, 1-10 employeesZOOM QM Suite
ZOOM QM Suite 10.0
Based on 1 answer
At the moment there is no reason to use the ZOOM support.

Verified User
Employee in Information Technology
Financial Services Company, 501-1000 employeesAlternatives Considered
8x8 Contact Center
8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Sr. Contracts Manager
Fortna Inc.Logistics & Supply Chain, 201-500 employees
ZOOM QM Suite
ZOOM is cheaper than Cisco.

Verified User
Employee in Information Technology
Financial Services Company, 501-1000 employeesReturn on Investment
8x8 Contact Center
- The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
- A negative impact is how short the phone warranty is.
- A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Office Manager
Blanchard & Thomas, LLPLaw Practice, 1-10 employees
ZOOM QM Suite
- We stay in touch with providers.
- There is no negative impact.

Verified User
Employee in Information Technology
Financial Services Company, 501-1000 employeesPricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
ZOOM QM Suite
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No