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Top Rated
460 Ratings

8x8 X Series

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Top Rated
460 Ratings
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Score 8.2 out of 100
26 Ratings
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Score 7.5 out of 100

Feature Set Ratings

  • Freshdesk Contact Center ranks higher in 3 feature sets: Cloud PBX, Call Management, VoIP system collaboration

Cloud PBX

8.5

8x8 X Series

85%
8.7

Freshdesk Contact Center

87%
Freshdesk Contact Center ranks higher in 3/5 features

Hosted PBX

8.1
81%
129 Ratings
9.0
90%
7 Ratings

Multi-level Interactive Voice Response (IVR)

10.0
100%
49 Ratings
8.0
80%
9 Ratings

User templates

8.1
81%
138 Ratings
N/A
0 Ratings

Call reports

8.0
80%
176 Ratings
8.8
88%
9 Ratings

Directory of employee names

8.3
83%
195 Ratings
8.8
88%
8 Ratings

Call Management

8.4

8x8 X Series

84%
8.8

Freshdesk Contact Center

88%
Freshdesk Contact Center ranks higher in 5/5 features

Answering rules

8.2
82%
235 Ratings
8.7
87%
9 Ratings

Call recording

9.1
91%
195 Ratings
9.2
92%
9 Ratings

Call park

8.0
80%
183 Ratings
8.8
88%
7 Ratings

Call screening

8.1
81%
175 Ratings
8.4
84%
8 Ratings

Message alerts

8.8
88%
227 Ratings
9.2
92%
7 Ratings

VoIP system collaboration

8.4

8x8 X Series

84%
9.4

Freshdesk Contact Center

94%
8x8 X Series ranks higher in 3/4 features

Video conferencing

7.7
77%
118 Ratings
N/A
0 Ratings

Audio conferencing

8.3
83%
166 Ratings
9.4
94%
7 Ratings

Video screen sharing

8.8
88%
72 Ratings
N/A
0 Ratings

Instant messaging

8.9
89%
99 Ratings
N/A
0 Ratings

Mobile apps

8.5

8x8 X Series

85%

Freshdesk Contact Center

Feature Set Not Supported
N/A
8x8 X Series ranks higher in 2/2 features

Mobile app for iOS

8.5
85%
184 Ratings
N/A
0 Ratings

Mobile app for Android

8.6
86%
142 Ratings
N/A
0 Ratings

Attribute Ratings

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

Likelihood to Recommend

8.2

8x8 X Series

82%
275 Ratings
7.5

Freshdesk Contact Center

75%
10 Ratings

Likelihood to Renew

9.8

8x8 X Series

98%
14 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Usability

9.3

8x8 X Series

93%
40 Ratings
8.0

Freshdesk Contact Center

80%
1 Rating

Availability

9.4

8x8 X Series

94%
8 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Performance

9.5

8x8 X Series

95%
8 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Support Rating

7.5

8x8 X Series

75%
173 Ratings
8.1

Freshdesk Contact Center

81%
6 Ratings

In-Person Training

10.0

8x8 X Series

100%
1 Rating

Freshdesk Contact Center

N/A
0 Ratings

Implementation Rating

9.1

8x8 X Series

91%
12 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Configurability

8.4

8x8 X Series

84%
5 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Contract Terms and Pricing Model

7.6

8x8 X Series

76%
8 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Ease of integration

9.3

8x8 X Series

93%
4 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Product Scalability

9.0

8x8 X Series

90%
6 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Professional Services

8.9

8x8 X Series

89%
7 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Vendor post-sale

9.1

8x8 X Series

91%
4 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Vendor pre-sale

9.5

8x8 X Series

95%
4 Ratings

Freshdesk Contact Center

N/A
0 Ratings

Likelihood to Recommend

8x8, Inc.

8x8 x series is great for a small business like mine where instead of hiring someone to be on the phone all day I can take it with me and use it on the go and it saves me a lot of money. 8x8 X Series is also great to use with your personal phone using the app and helps differentiate personal incoming calls from business calls. I highly recommend this service.
Read full review

Freshworks Inc

One scenario where Freshdesk Contact Center is well suited is when we have a lot of parents calling in with requests about student transcripts, and or grades, we can better interact with each caller and not have a lot of people on hold waiting for a long time. One scenario where Freshdesk might not be well suited is when callers get the chatbot more often than talking to an actual person.
Read full review

Pros

8x8, Inc.

  • Quality of phone calls/service is outstanding. Few dropped calls, crystal clear conversations
  • Desktop app interacts seamlessly with physical desktop phones
  • Mobile app is seamless as well, syncing with the desktop rapidly and accurately
  • The service provides many, many options and controls for users and admins
Read full review

Freshworks Inc

  • From this centralized help desk, we are able to allocate tickets and communicate with staff and clients via email.
  • The ability to phone a lead or customer directly from Freshdesk is fantastic.
  • Handling of waiting lines.
Read full review

Cons

8x8, Inc.

  • App improvement - connectivity issues
  • Base level training - new employee handbook/training
  • Simplify steps on an overwhelming dashboard. Maybe the ability to set up quick links for functions we do often- to update VM is many, many steps.
  • Customer service when placing a ticket - we have had many issues with them not taking the time to understand our question/problem.
Read full review

Freshworks Inc

  • Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
  • The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
  • Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
  • Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.
Read full review

Pricing Details

8x8 X Series

Starting Price

$12 Per User/Per Month

Editions & Modules

8x8 X Series editions and modules pricing
EditionModules
8x8 Express$121
X2$242
X4$443

Footnotes

  1. Per User/Per Month
  2. Per User/Per Month
  3. Per User/Per Month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

Freshdesk Contact Center

Starting Price

$0 per agent/per month

Editions & Modules

Freshdesk Contact Center editions and modules pricing
EditionModules
Enterprise691
FREE02
Pro393
Growth154

Footnotes

  1. per agent/per month, billed annually
  2. per agent/per month
  3. per agent/per month, billed annually
  4. per agent/per ,billed annually

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional $0

Additional Details

Likelihood to Renew

8x8, Inc.

Everyone at the company now have the experiance needed to make phone calls, meetings, video conferencing. It's easy to use is unmatched in the industry. It's been a solid product throughout. The phone tree was easy to setup with the implementation team and they guided us throughout the process
Read full review

Freshworks Inc

No answers on this topic

Usability

8x8, Inc.

Most of the easy day-to-day questions are no longer even questions due to the ease of use and simplified experience on 8x8. Changing voicemail via the desk phone or mobile app could be simplified or match the ease of using the 8x8 desktop app.
Read full review

Freshworks Inc

It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.
Read full review

Reliability and Availability

8x8, Inc.

In the time I have used 8x8 Virtual Office, the core system has been up and running almost flawlessly though we do have a slight performance degradation from time to time as is expected of cloud software. The one recurring issue for us is that the fax connection is not always functional for outbound messages. We usually have to retry three or four times to get the fax to connect reliably to the destination machine. Once connected, it's smooth sailing.
Read full review

Freshworks Inc

No answers on this topic

Performance

8x8, Inc.

No problems with performance, Pages load as they should. I can't answer on the reports side as only a handful of our Admins ( call center ) currently use that side of the software. It does intergrate very well with Office for meetings and conferences. Sometimes there is a slight lag or static when users are talking, but we found this to be a cause of a users computer had not restarted in a while, Once the user restarts thier computer the problem is resolved, So this is not an issue with 8x8
Read full review

Freshworks Inc

No answers on this topic

Support Rating

8x8, Inc.

I had very good interactions with the general support staff, whether it was over the phone or using the support portal. They are very responsive and do their very best to answer my questions to my satisfaction. My experience with follow-up by our sales representative has been below expectations, especially when it came to modifying our account.
Read full review

Freshworks Inc

Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.
Read full review

In-Person Training

8x8, Inc.

The person giving the training was very engaged, He also listened and answered all the questions. He created a video for our company while he was training in case we needed to reference it again in the future. The questions he could not answer were answered within 24 hours via an email to the IT support staff here so we could share the answers with the rest of the group
Read full review

Freshworks Inc

No answers on this topic

Implementation Rating

8x8, Inc.

None that I can think of, Besides the call tree which can get complex, the problems we ran into were not a sticking point seeing the project as a whole was such a great success. One would expect more issues to arise when implementing a whole new phone infrastructure in a company this size
Read full review

Freshworks Inc

No answers on this topic

Alternatives Considered

8x8, Inc.

The 8x8 UCaaS solution provides the same functionality that we were looking for that is the same as the other cloud-only phone vendors that we also looked at. However, the integration of the 8x8 UCaaS with the 8x8 CCaaS was also a big factor in why we liked 8x8 better. The pricing of 8x8 also was more favorable and their sales team was the most responsive and helpful out of all the vendors.
Read full review

Freshworks Inc

Because the integration with the CRM was very bad I thought it's better to select something which has good integration with CRM. The fresh caller is available at cheaper prices and hence affordable. We get the entire call history with call recordings. Support is good in Freshcaller but can be improvised.
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Contract Terms and Pricing Model

8x8, Inc.

At this time, we’re very happy with the pricing model that we have worked out and they have provided for us. Just be sure to do your homework, and use your comparisons to work out your cost with 8x8. They will be very straightforward with you on what they can
adjust for you.
Read full review

Freshworks Inc

No answers on this topic

Scalability

8x8, Inc.

We've had periods where our organization has grown a considerable amount and we have had no issues in scaling our communications with 8x8. The number of possible extensions that we can use is far more than we expect to go through in a very long time. The only complaint that I have is a very minor inconvenience for me where I have to download activation codes for each phone. I would prefer to have the phones automatically activated as soon as they are plugged in.
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Freshworks Inc

No answers on this topic

Professional Services

8x8, Inc.

PS had all the users etc. set up by our go-live date. All hard phones were activated and when we received them, all we had to do was set them up and punch in the activation code to activate them.
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Freshworks Inc

No answers on this topic

Return on Investment

8x8, Inc.

  • 8x8 [X Series] has been a staple for our organization for years, while it has worked, it has become dated and requires a massive update.
  • The latest update took us offline for 72 hours. Despite adhering to the instructions given in the update email.
  • Mobile and desktop apps do not function properly. The "Helper Tool" does not work and is a nuisance.
Read full review

Freshworks Inc

  • Call logs helps analyse the interactions which each lead - helps space out if need be.
  • Follow ups are simplified due to viewing of past activity.
  • Easy integration helps in saving costs of phone calls.
Read full review

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