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Software · head to head

8x8 Contact Center vs Freshdesk

8x8 Contact Center logo

8x8 Contact Center

Software

Integrated cloud communications and contact center

From
$85/month
Rated
-
Full reviewWebsite
Freshdesk logo

Freshdesk

Software

Delight your customers, effortlessly

From
$19/month
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; Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards
  • They diverge on capability: 8x8 Contact Center covers Voice, Freshdesk covers Ticketing.

Where they differ

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

Attributes where 8x8 Contact Center and Freshdesk differ
Attribute8x8 Contact CenterFreshdesk
Starting price$85/month$19/month
PlatformsWeb, Desktop, Ios, AndroidWeb
Founded19872010

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
  • Analytics
  • Zendesk

Only in Freshdesk

  • Ticketing
  • Automation
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Reporting
  • Mobile apps

Both cover

  • Salesforce
  • Microsoft Teams
  • SOC2
  • HIPAA
  • GDPR

What people use each for

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

8x8 Contact Center

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

Freshdesk

  • Help desk and ticketing systemnot 8x8 Contact Center
  • Customer support portal and knowledge basenot 8x8 Contact Center
  • Multi-channel support coordinationnot 8x8 Contact Center
  • AI-assisted support agent interactionnot 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

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

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

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

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 Freshdesk if

  • You need ticketing.
  • You also want automation.
Freshdesk review

Questions people ask

Is 8x8 Contact Center or Freshdesk better?
Neither clearly leads. 8x8 Contact Center starts at $85/month and Freshdesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, 8x8 Contact Center or Freshdesk?
8x8 Contact Center starts at $85/month and Freshdesk at $19/month.
Does 8x8 Contact Center or Freshdesk run on more platforms?
8x8 Contact Center runs on Web, Desktop, Ios, Android. Freshdesk runs on Web.
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 Freshdesk is typically brought in for.
What can 8x8 Contact Center do that Freshdesk cannot?
8x8 Contact Center covers Voice, Digital channels, IVR, ACD. Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Both handle Salesforce, Microsoft Teams, SOC2, HIPAA.
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