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.

 

 

Ringcentral

8×8

Pricing
(per user per month)

From £100 – £200

From £70 – £127

Unlimited Domestic Calling

International Calling

Add-on

Add-on

Mobile App

Business SMS Messaging

File Sharing

Advanced Call Analytics

Video Conferencing

Voicemail Transcription

Call Reporting

Open API

More Information

Visit RingCentral

Visit 8×8

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

Top five features:

Pricing: £87 to £131 per user per month

Overall 8×8 Pros & Cons

PROS

CONS

Transfer numbers easily

Issues with app

Direct calls to your mobile

Less straightforward user interface

Call Reports from anywhere

Does not offer much instructional content

Integration 

More expensive than some other VOIP providers

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.

Top five features:

Pricing: £70-£200 per user per month

Overall RingCentral Pros & Cons

PROS

CONS

Call clarity on network

Call 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 features

Requires an international calling plan to make international calls more affordable

Easy-to-use interface

Less affordable for small teams

RingCentral vs 8×8 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.

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