8x8 Contact Center vs ZOOM QM Suite

Likelihood to Recommend

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.

Read full review

Jeffrey Bryan

Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 employees

View all 30 answers on this topic

ZOOM Quality Management Suite is great for a quick meeting.

Read full review

Verified User

Employee in Information Technology

Financial Services Company, 501-1000 employees

View all 1 answers on this topic

Feature Rating Comparison

8x8 Contact Center

ZOOM QM Suite

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

ZOOM QM Suite

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Pros

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.

Read full review

Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

View all 30 answers on this topic

Low bandwidth use.
Cheaper.
Easy to use.

Read full review

Verified User

Employee in Information Technology

Financial Services Company, 501-1000 employees

View all 1 answers on this topic

Cons

It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
Possibility of hearing the channel through audio before answering the call

Read full review

Audrey Easterday

Partner

Customer Help ServicesTelecommunications, 1-10 employees

View all 30 answers on this topic

No need to improve.

Read full review

Verified User

Employee in Information Technology

Financial Services Company, 501-1000 employees

View all 1 answers on this topic

Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

Read full review

MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Support Rating

8x8 Contact Center 5.5

Based on 24 answers

We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.

Read full review

Melissa McCormack

Senior Manager Customer Experience

Constant TherapyHealth, Wellness and Fitness, 11-50 employees

View all 24 answers on this topic

ZOOM QM Suite 10.0

Based on 1 answer

At the moment there is no reason to use the ZOOM support.

Read full review

Verified User

Employee in Information Technology

Financial Services Company, 501-1000 employees

View all 1 answers on this topic

Alternatives Considered

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.

8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.

Read full review

Verified User

Manager in Customer Service

Consumer Goods Company, 51-200 employees

View all 30 answers on this topic

ZOOM is cheaper than Cisco.

Read full review

Verified User

Employee in Information Technology

Financial Services Company, 501-1000 employees

View all 1 answers on this topic

Return on Investment

SLA Validation - we are able to provide analytics to support our SLA claim.
Uptime - we have not experienced an outage in the 3 years we have been using the software.
Playback - It is very easy to review previous calls for coaching and feedback for support staff.

Read full review

Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

View all 30 answers on this topic

We stay in touch with providers.
There is no negative impact.

Read full review

Verified User

Employee in Information Technology

Financial Services Company, 501-1000 employees

View all 1 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

8x8 Contact Center

ZOOM QM Suite

8x8 Contact Center

ZOOM QM Suite

8x8 Contact Center

ZOOM QM Suite