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8x8 Contact Center vs. Salesforce Service Cloud

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8x8 Contact Center

332 Reviews and Ratings

Salesforce Service Cloud

397 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    8x8 Contact Center

    Score7.5 out of 10
    		N/A8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service from one interface.N/A

    Salesforce Service Cloud

    Score8.4 out of 10
    		N/AService Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

    $25

    per month

    Pricing
    8x8 Contact CenterSalesforce Service Cloud
    Editions & Modules
    No answers on this topic
    Starter Suite
    $25
    per month
    Pro Suite
    $100
    per month per user
    Enterprise
    $165
    per month per user
    Unlimited
    $330
    per month per user
    Agentforce 1
    $550
    per month per user
    Offerings
    Pricing Offerings
    8x8 Contact CenterSalesforce Service Cloud
    Free Trial
    NoYes
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    8x8 Contact CenterSalesforce Service Cloud
    Considered Both Products
    8x8 Inc.
    Jeffrey Bryan
    Sr. Contracts Manager in Legal at Fortna Inc. (Logistics & Supply Chain, 201-500 employees)
    Chose 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.
    Incentivized
    Salesforce
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    8x8 Contact CenterSalesforce Service Cloud
    Contact Center Software
    Comparison of Contact Center Software features of 8x8 Contact Center and Salesforce Service Cloud
    Feature
    8x8 Contact Center
    6.0
    147 Ratings
    Salesforce Service Cloud
    -
    Ratings
    Agent dashboard5.7131 Ratings00 Ratings
    Validate callers6.4117 Ratings00 Ratings
    Outbound response4.1116 Ratings00 Ratings
    Call forwarding5.7133 Ratings00 Ratings
    Click-to-call (CTC)5.588 Ratings00 Ratings
    Warm transfer6.5128 Ratings00 Ratings
    Predictive dialing7.755 Ratings00 Ratings
    Interactive voice response5.681 Ratings00 Ratings
    REST APIs7.050 Ratings00 Ratings
    Call scripts7.178 Ratings00 Ratings
    Call tracking6.4129 Ratings00 Ratings
    Multichannel integration3.775 Ratings00 Ratings
    CRM software integration7.269 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of 8x8 Contact Center and Salesforce Service Cloud
    Feature
    8x8 Contact Center
    6.7
    136 Ratings
    Salesforce Service Cloud
    -
    Ratings
    Inbound call routing8.1123 Ratings00 Ratings
    Omnichannel inbound routing7.171 Ratings00 Ratings
    Recording7.9121 Ratings00 Ratings
    Quality management6.4120 Ratings00 Ratings
    Call analytics4.8122 Ratings00 Ratings
    Historical reporting4.0113 Ratings00 Ratings
    Live reporting7.915 Ratings00 Ratings
    Customer surveys5.465 Ratings00 Ratings
    Customer interaction analytics8.410 Ratings00 Ratings
    Incident and problem management
    Comparison of Incident and problem management features of 8x8 Contact Center and Salesforce Service Cloud
    Feature
    8x8 Contact Center
    -
    Ratings
    Salesforce Service Cloud
    8.8
    77 Ratings
    Organize and prioritize service tickets00 Ratings9.475 Ratings
    Expert directory00 Ratings8.553 Ratings
    Subscription-based notifications00 Ratings8.663 Ratings
    ITSM collaboration and documentation00 Ratings8.260 Ratings
    Ticket creation and submission00 Ratings9.375 Ratings
    Ticket response00 Ratings9.174 Ratings
    Self Help Community
    Comparison of Self Help Community features of 8x8 Contact Center and Salesforce Service Cloud
    Feature
    8x8 Contact Center
    -
    Ratings
    Salesforce Service Cloud
    8.7
    72 Ratings
    External knowledge base00 Ratings8.463 Ratings
    Internal knowledge base00 Ratings8.970 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of 8x8 Contact Center and Salesforce Service Cloud
    Feature
    8x8 Contact Center
    -
    Ratings
    Salesforce Service Cloud
    8.7
    77 Ratings
    Customer portal00 Ratings7.954 Ratings
    IVR00 Ratings8.834 Ratings
    Social integration00 Ratings8.947 Ratings
    Email support00 Ratings9.276 Ratings
    Help Desk CRM integration00 Ratings8.866 Ratings
    User Ratings
    8x8 Contact CenterSalesforce Service Cloud
    Likelihood to Recommend
    6.5
    (151 ratings)
    8.3
    (83 ratings)
    Likelihood to Renew
    5.3
    (8 ratings)
    6.2
    (8 ratings)
    Usability
    8.0
    (37 ratings)
    8.0
    (12 ratings)
    Availability
    9.1
    (2 ratings)
    9.5
    (28 ratings)
    Performance
    9.1
    (2 ratings)
    8.6
    (7 ratings)
    Support Rating
    9.1
    (53 ratings)
    7.0
    (20 ratings)
    In-Person Training
    9.1
    (1 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    9.0
    (1 ratings)
    Implementation Rating
    9.1
    (5 ratings)
    7.0
    (1 ratings)
    Configurability
    9.1
    (2 ratings)
    -
    (0 ratings)
    Contract Terms and Pricing Model
    7.3
    (1 ratings)
    -
    (0 ratings)
    Ease of integration
    8.6
    (2 ratings)
    5.0
    (1 ratings)
    Product Scalability
    9.1
    (2 ratings)
    -
    (0 ratings)
    Vendor post-sale
    -
    (0 ratings)
    8.0
    (1 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    8.0
    (1 ratings)