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Software · head to head

8x8 Contact Center vs Capacity

8x8 Contact Center logo

8x8 Contact Center

Software

Integrated cloud communications and contact center

From
$85/month
Rated
-
Full reviewWebsite
Capacity logo

Capacity

Software

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: 8x8 Contact Center listed on G-Cloud 14 directly by 8x8 UK Limited (not a reseller) at £0.68 to £113.40 per user per month for 8x8 Contact Centre; Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • They diverge on capability: 8x8 Contact Center covers Voice, Capacity covers AI chatbot.

Where they differ

Only the attributes on which 8x8 Contact Center and Capacity actually diverge.

Attributes where 8x8 Contact Center and Capacity differ
Attribute8x8 Contact CenterCapacity
Starting price$85/monthOn request
PlatformsWeb, Desktop, Ios, AndroidWeb, Mobile, Chat widgets, API
Founded19872016

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in 8x8 Contact Center

  • Voice
  • Digital channels
  • IVR
  • ACD
  • WFM
  • Quality management
  • Microsoft Teams
  • NetSuite

Only in Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Slack
  • ServiceNow
  • Mobile support
  • Chat widgets support
  • API support

Both cover

  • Analytics
  • Salesforce
  • Zendesk
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

8x8 Contact Center

  • Unified communicationsnot Capacity
  • Contact centernot Capacity
  • Remote worknot Capacity
  • Customer supportnot Capacity

Capacity

  • Knowledge base and helpdesk deflectionnot 8x8 Contact Center
  • AI agents answering across chat, voice, email and SMSnot 8x8 Contact Center
  • Real-time assistance for human agents on a callnot 8x8 Contact Center
  • Automating multi-step support workflowsnot 8x8 Contact Center
  • Regulated support environments needing the HIPAA packagenot 8x8 Contact Center

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

8x8 Contact Center

  • Listed on G-Cloud 14 directly by 8x8 UK Limited (not a reseller) at £0.68 to £113.40 per user per month for 8x8 Contact Centre

Capacity

  • Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
  • Agent Assist and conversation intelligence are charged per hour of agent time on top
  • Live chat, agent assist and conversation intelligence require the Pro tier
  • The HIPAA package and advanced workflows are Enterprise only
  • No prices are published for any tier

Pricing, plan by plan

8x8 Contact Center

$85/month
  • X6$85/month
    • Voice contact center
    • ACD
    • IVR
  • X7$110/month
    • X6 + Digital channels
    • Quality management
  • X8$140/month
    • X7 + WFM
    • Speech analytics
    • Advanced AI

Capacity

On request
  • Starter$125/month
    • AI chatbot
    • Up to 50 articles
  • Professional$300/month
    • Unlimited articles
    • Advanced AI
  • Enterprise$undefined/month
    • Full customization
    • Dedicated support

Which should you pick?

Choose 8x8 Contact Center if

  • You need voice.
  • You work on Web, Desktop, Ios, Android.
  • You also want digital channels.
8x8 Contact Center review

Choose Capacity if

  • You need ai chatbot.
  • You work on Web, Mobile, Chat widgets, API.
  • You also want knowledge management.
Capacity review

Questions people ask

Is 8x8 Contact Center or Capacity better?
Neither clearly leads. 8x8 Contact Center starts at $85/month and Capacity at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, 8x8 Contact Center or Capacity?
8x8 Contact Center starts at $85/month and Capacity at On request.
Does 8x8 Contact Center or Capacity run on more platforms?
8x8 Contact Center runs on Web, Desktop, Ios, Android. Capacity runs on Web, Mobile, Chat widgets, API.
What is 8x8 Contact Center best used for?
8x8 Contact Center is most often used for unified communications, contact center, remote work, customer support. Of those, unified communications and contact center are not what Capacity is typically brought in for.
What can 8x8 Contact Center do that Capacity cannot?
8x8 Contact Center covers Voice, Digital channels, IVR, ACD. Capacity covers AI chatbot, Knowledge management, Multi-channel support, Slack. Both handle Analytics, Salesforce, Zendesk, Web support.
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