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Brand Battles

RingCentral vs. 8×8

Which is better for your contact centre?
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Contact Centre as a Service (CCaaS) platforms like RingCentral and 8×8 provide a cloud-based customer contact environment that companies can use to serve their customers.

The RingCentral and 8×8 contact centres provide an omnichannel service meaning they can provide a seamless customer experience across multiple channels (phone, email, SMS & webchat) by integrating them within a single system.

We chose 8×8 and RingCentral for their out of box solutions and cloud-first contact centre operations.

What’s on offer
What is on offer: RingCentral vs. 8×8
 RingCentral8×8
Pricing (per user per month)From £100 – £200From £70 – £127
Unlimited Domestic Calling
International CallingAdd-onAdd-on
Mobile App
Business SMS Messaging
File Sharing
Advanced Call Analytics
Video Conferencing
Voicemail Transcription
Call Reporting
Open API
More InformationVisit RingCentralVisit 8×8

RingCentral: Best for – 10+ users and growing

RingCentral has three packages to choose from. Its basic package is ideal for small scale contact centre solutions. This includes both inbound and outbound calling capabilities, interactive voice response (IVR) and automatic call distribution.

These features allow call centres to be assisted by a pre-recorded message and allow real agents to handle more complex calls. It also means the call queue is handled so the right call is answered by the right person, depending on superiority or experience.

The other two advanced contact centre packages allow contact centres to interact with customers and clients on more of an omnichannel basis, including by email, webchat, SMS, and even on social media.

RingCentral has even been developed for use by Windows and Mac as well as Android and iOS. There are a huge number of integrations available too, allowing you to build the perfect bespoke contact centre software package.

Pricing

£70-£200 per user per month

 

RingCentral’s Top 5 features

  • Digital routing to interpret and direct inbound communications.
  • IVR to enable self-service for easier admin-based enquiries.
  • Workforce management tools to arrange shifts and manage performance.
  • Supervisor tools enable call recording, as well as silent call monitoring.
  • Agent tools including script assistance, call transfer and availabilities.
Pros & Cons
Overall RingCentral Pros & Cons
RingCentral ProsRingCentral Cons
Call clarity on networkCall clarity not as good on WiFi/Cellular
Intuitive call routing (email with the voicemail in text form)Best features are limited to high pricing
Advanced featuresRequires an international calling plan to make international calls more affordable
Easy-to-use interfaceLess affordable for small teams

8×8: Best for – Out-of-the-box solution

8×8’s contact centre software offering is great for those after a set-up-and-go system. Its inbound and outbound contact centre is just as strong as any other competitor, as well as boasting an integrated customer management feature. It really makes it the best out-of-the-box option for businesses that don’t need a bespoke package.

8×8 also features its very own CRM solution which you can set up to work alongside your current customer management system. You can even set up payment processing to keep all of your operations in one place.

With customer management, analytics, webchat, call-queuing, and call-back features all part of the solution, 8×8 offers everything you need to grow and manage your customer base. Unfortunately, it’s not the most instinctive of platforms to use and their customers have complained of lag times in call connections on Capterra.

Pricing

£87 to £131 per user per month

 

RingCentral’s Top 5 features

  • Plug and Play.
  • Open APIs to integrate with software platforms.
  • Unique caller IDs makes it easy to change numbers.
  • Manage workforce with shift scheduling, forecasting, and holiday planning.
  • Cloud-based reports can be accessed from any device outside the network.
Pros & Cons
Overall 8×8 Pros & Cons
8×8 Pros8×8 Cons
Transfer numbers easilyIssues with app
Direct calls to your mobileLess straightforward user interface
Call Reports from anywhereDoes not offer much instructional content
IntegrationMore expensive than some other VOIP providers

Summary


RingCentral is perhaps best for businesses who want an all-in-one call centre platform and will value RingCentral’s robust inbound and outbound contact centre tools.

With a wider range of advanced features, easy to use-interface and app capabilities, RingCentral’s contact centre platform is undoubtedly one of the most powerful helpdesk programs in the world.

8×8, on the other hand, caters directly for customer support with intensive audio and video communications features. This is great if that’s all you want, but it does lack the more advanced features and less intuitive user interface and mobile app.