8x8
8x8 provides a unified contact center and communications platform that integrates voice, video, chat, and contact center solutions into a single cloud-based interface to streamline your business interactions.
Zoom Contact Center
Zoom Contact Center is an omnichannel cloud solution that unifies customer experience and internal collaboration by combining video, voice, chat, and SMS into a single, easy-to-use communication platform.
Quick Comparison
| Feature | 8x8 | Zoom Contact Center |
|---|---|---|
| Website | 8x8.com | zoom.com |
| Pricing Model | Subscription | Subscription |
| Starting Price | $24/month | $69/month |
| FREE Trial | ✓ 30 days free trial | ✘ No free trial |
| Free Plan | ✘ No free plan | ✘ No free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 1987 | 2011 |
| Headquarters | Campbell, USA | San Jose, USA |
Overview
8x8
8x8 offers a unified platform that brings your phone system, video meetings, and team messaging together in one place. You can manage all your internal and external communications through a single interface, eliminating the need to toggle between different apps. It is designed to help your team stay connected whether they are in the office or working remotely, providing high-quality voice and video services globally.
The platform specifically solves the problem of fragmented communication by offering integrated contact center capabilities alongside standard business phone features. You can easily scale your operations from a few users to thousands, benefiting from built-in analytics that show you how your team is performing. It is ideal for mid-market and enterprise companies that need reliable, secure, and compliant communication tools across multiple international locations.
Zoom Contact Center
Zoom Contact Center brings your customer interactions and internal team collaboration into one unified workspace. You can manage voice calls, video chats, SMS, and web chat through a familiar interface, eliminating the need to toggle between different applications. This integration allows your agents to resolve issues faster by easily reaching out to back-office experts via Zoom Team Chat while staying on a customer call.
You can also leverage built-in AI tools to automate routine inquiries and provide agents with real-time assistance during complex conversations. Whether you are a small support team or a large enterprise operation, the platform scales to meet your volume. It helps you reduce wait times and improve customer satisfaction by routing inquiries to the right person based on skills and availability.
Overview
8x8 Features
- Unified Communications Access your business phone, team chat, and video meetings from a single app on your desktop or mobile device.
- Omnichannel Contact Center Interact with your customers across voice, email, chat, and social media channels to provide a consistent support experience.
- Global Presence Get local phone numbers in over 50 countries so you can establish a professional presence wherever your customers are.
- HD Video Conferencing Host secure video meetings with up to 500 participants and use screen sharing to collaborate on projects in real-time.
- Advanced Analytics Track call quality and team performance with real-time dashboards that help you make data-driven decisions for your business.
- Smart Presence See the availability of your colleagues across all devices so you know the best time to reach out or transfer calls.
Zoom Contact Center Features
- Omnichannel Routing. Route customers to the best-qualified agent across voice, video, SMS, and web chat based on specific skill sets.
- Video-First Support. Elevate standard voice calls to high-definition video sessions to troubleshoot complex technical issues or provide personalized consultations.
- AI Expert Assist. Provide your agents with real-time suggestions and knowledge base articles automatically during live customer interactions to speed up resolutions.
- Visual Flow Designer. Create and manage complex customer journeys with a drag-and-drop interface that requires no coding or technical expertise.
- Workforce Engagement. Optimize your staffing levels and monitor agent performance with integrated scheduling tools and quality management dashboards.
- Real-Time Analytics. Monitor your contact center health with live dashboards that track wait times, abandonment rates, and agent productivity.
Pricing Comparison
8x8 Pricing
- Unlimited calling to 14 countries
- HD video conferencing
- Team messaging and business SMS
- Mobile and desktop apps
- Integrations with CRM and productivity tools
- Multi-level auto attendant
- Everything in X2, plus:
- Unlimited calling to 48 countries
- Supervisor analytics and dashboards
- Call monitoring and whisper modes
- Quality management tools
- Advanced 8x8 Frontdesk features
Zoom Contact Center Pricing
- Voice, SMS, and Web Chat
- Visual Flow Designer
- Standard reporting
- Skills-based routing
- Zoom Team Chat integration
- Everything in Essentials, plus:
- Video-first engagements
- Inbound and outbound voice
- Real-time analytics
- Expanded channel support
Pros & Cons
8x8
Pros
- Excellent call quality and reliability across global locations
- Consolidates multiple communication tools into one easy interface
- Strong security features and compliance for regulated industries
- Seamless mobile app experience for remote work flexibility
Cons
- Initial setup and configuration can be complex
- Customer support response times can be inconsistent
- Interface may feel cluttered for very basic users
Zoom Contact Center
Pros
- Familiar interface reduces agent training time significantly
- Seamless transition between voice and video calls
- Strong integration with the existing Zoom ecosystem
- Easy-to-use drag-and-drop call flow builder
Cons
- Advanced AI features require higher-tier subscriptions
- Reporting customization can be limited for complex needs
- Requires stable high-speed internet for video quality