Softwr

Software · head to head

8x8 Contact Center vs Freshservice

8x8 Contact Center logo

8x8 Contact Center

Software

Integrated cloud communications and contact center

From
$85/month
Rated
-
Full reviewWebsite
Freshservice logo

Freshservice

Software

Modern IT service management

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; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • They diverge on capability: 8x8 Contact Center covers Voice, Freshservice covers Incident management.

Where they differ

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

Attributes where 8x8 Contact Center and Freshservice differ
Attribute8x8 Contact CenterFreshservice
Starting price$85/month$19/month
PlatformsWeb, Desktop, Ios, AndroidWeb, Ios, Android
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
  • Salesforce

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • Slack
  • AWS

Both cover

  • Microsoft Teams
  • SOC2
  • HIPAA
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

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

8x8 Contact Center

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

Freshservice

  • IT service management and internal help desk ticketingnot 8x8 Contact Center
  • Asset management and change control for IT teamsnot 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

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

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

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

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 Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Questions people ask

Is 8x8 Contact Center or Freshservice better?
Neither clearly leads. 8x8 Contact Center starts at $85/month and Freshservice 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 Freshservice?
8x8 Contact Center starts at $85/month and Freshservice at $19/month.
Does 8x8 Contact Center or Freshservice run on more platforms?
8x8 Contact Center runs on Web, Desktop, Ios, Android. Freshservice runs on Web, Ios, Android.
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 Freshservice is typically brought in for.
What can 8x8 Contact Center do that Freshservice cannot?
8x8 Contact Center covers Voice, Digital channels, IVR, ACD. Freshservice covers Incident management, Asset management, Change management, Knowledge base. Both handle Microsoft Teams, SOC2, HIPAA, GDPR.
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