Zoom Phone vs 8x8: Which one is the best for your business?

#1 Manage Your Office Calls

Negligible difference for in-office calls by Zoom Phone and 8x8

You can make and receive calls and use other Zoom Phone services through the desktop app or certain IP desk phones.

Similar office connectivity options are available to ZoomPhone and 8x8 users. Subscribers can make and receive calls with 8x8 through any web browser, the 8x8 desktop app or IP desk phones.

#2 Manage Your Calls On The Go

Mobile phone app capabilities alike for Zoom Phone and 8x8

Zoom Phone subscribers can make and receive calls and use other features included in their Zoom Phone plan through smartphone apps for Android and iOS devices.

Similar to ZoomPhone, the 8x8 smartphone app keeps you connected even when you are out of the office.

#3 Auto-attendant

Input-based call routing by both service providers

Inbound Zoom Phone calls can be routed to relevant agents through an IVR menu or auto attendant.

8x8 too routes calls through an auto attendant like Zoom Phone but takes the system up a notch. The availability of an auto attendant gives 8x8 subscribers an efficient way to route incoming calls to relevant user extensions. Both the X2 and X4 plans feature a multi-level auto attendant with customized call flows.

#4 Greetings Management

Equivalent custom greeting capabilities by both service providers

Zoom Phone gives you an easy way to strengthen your brand image by allowing you to upload customized greetings and hold messages.

1. Select Call Handling from the settings menu

2. Select the add audio option to record a new message or choose from the existing audio library

8x8 has a slightly longer greeting customization process as compared to Zoom Phone. That said, customizing auto attendant greetings from the admin console is easy.

Step 1. Login as admin and open the Admin console.

Step 2. Click Auto Attendants and then click on the pencil icon.

Step 3. Choose the right Call Handling Menu; Weekdays/ Holidays/ Alternate.

Step 4. Choose between Open Hours Menu/ Closed Hours Menu/ Lunch Hours Menu.

Step 5. Click Create Audio Files.

You can upload a recorded message or click on the Call Now button to record a new message.

#5 Call Tracking

Universal live call monitoring gives Zoom Phone an advantage over 8x8

All incoming and outgoing Zoom Phone calls made through desk phones or Zoom Phone apps can be monitored in real-time. Call monitoring services include listening to calls, whispering to agents, joining conversations and taking it over if needed.

Along with configuring user accounts, 8x8 admins can view status reports. These status reports tell supervisors which lines are free or busy at a given point of time and when and how agents access their accounts. They cannot monitor live calls.

To monitor agent productivity, supervisors of teams subscribed to the X2 plan can read agent status reports and voicemail transcriptions. Status reports give supervisors a holistic view of which agents are free, who is busy on a call and who is unavailable. Voicemail transcripts can be accessed from email inboxes to prioritize responses. In addition to this, team supervisors can also operate advanced moderator controls during audio and video meetings.

As part of the 8x8 X4 plan features, supervisors can access advanced call analytics and monitor live calls. This is in addition to the monitoring features offered by the X2 plan. Supervisors can listen to live conversations between agents and callers, whisper to agents, join a call or takeover calls.

#6 Call Recording

No upgrades required for call recording with Zoom Phone

Both Zoom Phone plans include features to help supervisors monitor call quality. Calls made by both desktop and smartphone interfaces can be monitored in real time or recorded for later analysis. This feature is present but disabled by default. In terms of call monitoring, supervisors can listen to calls without the participant’s knowledge, coach agents to resolve issues faster, join a call as a third party or take over a call from an agent. Calls can be monitored only by one agent at a time.

Call recording is available to X2 and X4 plan subscribers.

#7 Call Billing

Nominal difference in call rates to a global audience

The metered plan by Zoom Phone is a pay-as-you-go model where calls are billed on a per minute rate based on location and number type. Subscribers can call numbers in 150+ countries. Calls to landline and mobile numbers are billed at different rates. For example, a 10 minute call to an Argentinian landline is billed $11.56 while a 10-minute call to an Argentinian mobile phone costs $5.623.

The Unlimited plan includes unlimited calls within the USA and Canada. Calls to 19 other countries like the UK and Australia can be included in this unlimited call plan by purchasing an add-on pack. Other calls are billed as per usage but at a lower rate as compared to the Metered plan.

As with ZoomPhone, calls by 8x8 subscribers to certain locations are billed on usage

Calls to numbers other than the countries included in your plan are billed according to usage at a per minute rate. For example, calls to China are billed at $0.06 per minute while calls to Sudan are billed at $0.25 per minute.

#8 Activation

Easy to follow online account creation steps for both service providers

Businesses can set up Zoom Phone accounts on the Zoom Phone website with their existing number or by applying for a new number. Zoom Phone services can then be accessed through apps for smartphones and desktops, the Zoom Phone website or certain supported desk phones. The latter are available on the Zoom Phone website or with retailers in the market.

As with ZoomPhone, 8x8 accounts can be created online. Your email address can be used to create an 8x8 account. Once the initial process has been completed, you can define user roles, etc. and start using the 8x8 services through apps or IP desk phones. Applications for Android, iOS, MAC and Windows devices are available as free downloads. If you need a deskphone, you can order the same from the 8x8 website.