Vonage vs 8x8
Last Updated:Our analysts compared Vonage against 8x8 based on data from our 400+ point analysis of Business Phone Systems, user reviews and our own crowdsourced data from our free software selection platform.
Product Basics
Vonage integrates phone systems onto both Mac and PC desktops to enable businesses to make calls, send texts, view client contact history, see missed calls and listen to voicemails — all through one single interface. With three-phone connectivity on one extension for seamless access, it provides local number porting, call logs, call queueing, paperless fax, voicemail to email and more. In addition to call monitoring for sales and customer service, it enables automated SMS generation, supporting the marketing lifecycle from lead collection to nurturing to conversion and feedback.
Integrating with Google Calendar, it provides audio and video conferencing on both desktop and mobile. Up to 100 attendees can attend meetings through their browsers, with chat and screen sharing options, without downloading any software. Up to 30 team members can attend conference calls through a password-protected, dedicated number at the click of a button.
8x8 is a unified communications as a service (UCaaS) system that provides cloud PBX functions like unlimited calling, SMS, automated call-attendant, call distribution, recording, three-way calling, visual voicemail and fax. In addition to utilizing its pre-designed meeting rooms, businesses can embed meetings with its Meetings-as-a-Service offering, Jitsi. It integrates with Microsoft Teams, Salesforce and ServiceNow seamlessly.
Its contact center enables omnichannel routing and effective customer engagement through speech and sentiment analysis and workforce management. Companies can establish a local presence through local phone porting with direct dialing across more than 120 countries. Teams can handle greater call volumes through even call distribution to employees for faster turnaround. It is HIPAA, FISMA SP 800-53 R4 and ISO 27001 certified for data governance compliance.
$14.99
$15
Quote-based
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Small
Medium
Large
Small
Medium
Large
Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile
Product Assistance
Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Product Insights
- Gamification: Reward employees for achieving a goal. Create engaging activities using game elements, encourage the team, discourage negative behavior and promote altruism. Combine the contact center solution with gamification and the analytics of Salesforce to push the team. Maintain engagement through various tools and meet SLAs. Improve business efficiency, incentivize agents to fully leverage the CRM and transform business operations in the long run.
- Conversation Analyzer: Integrate with the CRM or BI tool to facilitate quality management, compliance, coaching and more, boosting the overall customer experience. Display data in the CRM dashboards to promote the visual segment. Spotlight trends with voice call analysis, instantly identify insights and assess the team’s knowledge. Transcribe, tag and analyze customer conversations. Pair call recordings with transcripts for a better understanding of conversations.
- Real-Time Dashboards: Monitor team and individual performances using custom-built dashboards. Log channel activity into Salesforce to obtain instant reviews and access comprehensive metrics within the Salesforce reporting solution. Get insights about the team’s activities and actions and access real-time and historical data.
- Data Storage: Integrate the contact center solution with Salesforce as the primary data silo to access metrics, call recording links, speech analytics and more. Pair call recordings with transcripts and metrics and allow agents to gather a better understanding based on findings. Judge conversations against the KPIs and tightly secure data and backup material.
- Analytics: Refer to the easy-to-use dashboards for quick insights. Visually organize and analyze client conversations using Einstein Analytics.
- Email Management: Use omnichannel integration to boost the efficiency of teams skilled in both voice and digital. Considerably reduce complex administrative practices through a set of routing rules. Enable customers to enjoy a rich, integrated and consistent experience across channels of their choice.
- LiveAgent Chat: Strengthen customer focus and facilitate personal customer attention. Allow agents to prepare in advance, save time and deliver an accurate response by employing a screen pop of any Salesforce object before accepting the chat. Route the bot conversation to the best agent available. Customize fields, ensure that chats get routed to the best-suited agents and quickly add the website chat button option.
- Omni-Channel: Deliver a consistent customer experience across all Salesforce digital channels and unify all channels. Manage KPIs and uniformly empower both digital and voice agents. Access support for LiveAgent, webchat, live messages, SMS, video chat and others. Attain a quick updated view of customer engagements and access data to initiate personal responses. Share vital customer insights across channels and allow customers to enjoy self-service options and automated answers to questions asked.
- Visual Engagement: Graduate to video and screen share from any channel. Access it on a laptop or mobile device and reduce AHT (Average Handling Time) for inbound interactions over any channel. Establish trust, leading to increased sales and customer satisfaction.
- Webchat: Equip agents with the required tools. Allow agents to access comprehensive customer information while dealing with a request. Save time and enhance efficiency. Enable customers to interact with agents irrespective of the channel, device and channel provider used. Add the webchat code block to the website hassle-free.
- Dialer Capabilities: Eliminate manual dialing and reduce the chances of misdialing. Use caller ID to present a local number, increase pick-up rates and make connections with potential clients. Automatically log all activities and call recordings. Make automatic decisions about call recordings. Allow reps to automatically leave a voicemail and get on another call without wasting time.
- Global Voice Assurance: Move calls between regions and achieve balance in demand. Enable local voice traffic to reduce call charges. Use a local node for nearby calls irrespective of the location of agents or customers. Maintain call quality by tapping into local infrastructure. Use a single plan to distribute calls globally, saving time and delivering operational insights. Achieve the flexibility of switching between providers instantly.
- AI Virtual Assistant: Put an end to robotic, non-connected conversations and access enhanced self-serve requests, better understanding and prompt actions.
- Intelligent IVR: Remain better prepared to tackle customer needs. Process agentless card payments using the PCI-DSS solution and communicate directly with the payment gateway, reducing customer effort and maintaining data protection. Personalize IVR options and messages. Handle simple requests without agents and keep agents for dealing with more complicated queries.
- Screen Recording: Integrate a CRM and capture multiple screens. Enjoy synchronized audio and video features. Identify and resolve agent productivity issues. Facilitate sharing agent behavior with the appropriate teams.
- Call Recording: Ensure call recording even after transferring a call to a third party. Enable outbound call recordings and effortlessly access recordings when required. Save high costs by encrypting recordings through AES256. Safeguard recordings by storing them in the Vonage cloud.
- All-in-One Communications: Connect employees and customers on a single app that offers all modes of communication including voice, video, chat and more. Reach customers located in over 120 countries with guaranteed uptime and voice quality. Full encryption with a large number of certifications ensures data remains secure.
- Business Phone: Manage voice services utilizing Cloud PBX technologies.
- Call Handling: Take control of calling productivity and privacy with caller ID, call blocking and do not disturb mode. Forward and transfer calls and create a virtual holding area for calls with Call Waiting and Call Parking. Three-way calling allows for three-party collaboration without any additional equipment or time restrictions.
- Customer Experience: Use auto-attendant voice services to route calls, provide self-service options and choose music to play while callers are on hold. Call queues route customers to the appropriate resources.
- Call Management: Balance employee workloads by evenly distributing calls. Monitor calls to ensure customer satisfaction and manage quality control. Assign employee roles and provide access to effective training resources.
- Emergency Services: Remain in compliance with federal emergency dialing requirements and ensure emergency notifications are up-to-date.
- Cost Center: Set up to five levels of hierarchy with site-based cost centers. Customize the structure of cost centers, payment methods and billing contacts.
- Video Conferencing: Reach up to 100 participants in a single HD video conference call.
- Backgrounds: Participants can blur the background of video calls or choose from a variety of backgrounds to create a personalized and professional setting.
- Mobile Browser: From mobile devices, join video calls with the same quality as on desktops.
- Host Controls: Lock meetings, create participant permissions and lobbies, and delegate hosts.
- End-to-End Encryption: Only allow participants with a shared key to join the meeting.
- Invite: Send invitations to a meeting from messages or allow participants to dial-in from more than 50 countries, from any of the included 11 toll-free numbers.
- Record: Record meetings and calls to save to the cloud to reference at a later time or send to participants that did not attend.
- Calendar: Schedule and send meeting invites directly from calendars using Google plug-ins and Microsoft add-ins.
- Stream and Share: Live-stream a conference call on YouTube with an unlimited number of viewers allowed. Share Youtube videos and audio from a computer or browser tab in a meeting.
- Analytics: View insights into meeting usage and adoption.
- Languages: Available in 46 languages.
- Team Chat: Instantly connect with anyone in the company’s global directory via one-on-one chat or with an entire team using team messaging capabilities. Securely share files with one or multiple members and create group chat rooms that are private, invite-only or public.
- Contact Center: Connect with agents, employees and customers through the cloud contact center, with built-in omnichannel routing that provides digital and voice channel support, efficient routing and self-serve capabilities.
- Automatic Call Distribution (ACD): Provide customers with precise caller-to-agent matching by routing to the agent most adept to handling the customer issue at hand, who receives full access to the customer’s history to better assist them.
- Interactive Voice Response (IVR): Provide self-serve call responses using conversational AI technology. Analyze customer journeys by capturing insights via built-in analytical tools.
- Digital Channels: View all digital channels from one single interface, ensuring a seamless customer experience.
- Predictive Dialer: Define dialing strategies, create campaigns, actively manage agent answering processes and more.
- Quality Management: Analyze customer interactions to assess areas in which agents need additional training. Create forms, view scores and track each agent’s progress.
- Customer Surveys: Give customers the opportunity to provide feedback, giving insight into what agents can improve on for future customer interactions.
- Call and Screen Recording: Access recordings using a simple interface protected by authorized supervisor search, playback, archive retrieval and more. Monitor multiple agents at the same time in a single window.
- Payment Processing: Allow customers to securely send payments by directing calls to a specific payment interface. Customers have the ability to enter payment info directly into the phone system. IVR structure eliminates the need for live agent interaction with customers during the payment process.
- APIs: Reach customers with industry-standard APIs that allow for extended functionality through SMS, chat apps, callstats and more.
- SIP Trunking: Access better call quality using tier 1 carriers to give PSTN service replacements such as emergency services and shortcodes, provided in over 40 countries, and toll-free and local numbers available in over 90 countries.
- Third Party App Integrations: Add popular applications such as Microsoft Teams, Salesforce, Google Workspace and more.
Product Ranking
#11
among all
Business Phone Systems
#14
among all
Business Phone Systems
Analyst Rating Summary
94
100
96
100
100
100
Collaboration
Integration & extensibility
Mobile features
Phone numbers
Security
Call coverage
Calling features
Collaboration
Mobile features
Phone numbers
Analyst Ratings for Functional Requirements Customize This Data
Vonage
8x8
Analyst Ratings for Technical Requirements Customize This Data
User Sentiment Summary
894 reviews
586 reviews
Vonage has a 'great' User Satisfaction Rating of 84% when considering 894 user reviews from 6 recognized software review sites.
8x8 has a 'good' User Satisfaction Rating of 79% when considering 586 user reviews from 6 recognized software review sites.
4.1 (17)
4.0 (15)
4.3 (296)
4.2 (22)
4.07 (260)
3.96 (234)
4.0 (230)
3.8 (24)
4.6 (68)
4.2 (109)
4.4 (23)
3.8 (182)
Screenshots
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