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Customer Support · head to head

8x8 Contact Center vs Freshworks Customer Service Suite

8x8 Contact Center logo

8x8 Contact Center

Customer Support

Integrated cloud communications and contact center

From
$85/month
Rated
-
Full reviewWebsite
Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Freshworks Customer Service Suite has a free tier, so it costs nothing to try first.
  • 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; Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams
  • They diverge on capability: 8x8 Contact Center covers Voice, Freshworks Customer Service Suite covers Unified inbox.

Where they differ

Only the attributes on which 8x8 Contact Center and Freshworks Customer Service Suite actually diverge.

Attributes where 8x8 Contact Center and Freshworks Customer Service Suite differ
Attribute8x8 Contact CenterFreshworks Customer Service Suite
Starting price$85/monthFree
Pricing modelsubscriptionUnknown
Free tierNoYes
PlatformsWeb, Desktop, Ios, AndroidWeb, Mobile (iOS, Android)
Founded19872010

Identical on both: user rating (Not yet rated), category (Customer Support).

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
  • Zendesk
  • NetSuite

Only in Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Automation
  • Slack
  • Shopify
  • Zapier

Both cover

  • Analytics
  • Salesforce
  • 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 Freshworks Customer Service Suite
  • Contact centernot Freshworks Customer Service Suite
  • Remote worknot Freshworks Customer Service Suite
  • Customer support

Freshworks Customer Service Suite

  • Customer support
  • Help desknot 8x8 Contact Center
  • Self-servicenot 8x8 Contact Center

Both are used for customer support, on those jobs the choice comes down to price and fit rather than capability.

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

Freshworks Customer Service Suite

  • Separate products for support, chat, and CRM create context fragmentation between teams
  • Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
  • Customization beyond default configurations requires significant training and consulting fees

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

Freshworks Customer Service Suite

Free

No published plan breakdown. See the Freshworks Customer Service Suite 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 Freshworks Customer Service Suite if

  • You need unified inbox.
  • You want to start without paying.
  • You work on Web, Mobile (iOS, Android).
  • You also want ai-powered chatbot.
Freshworks Customer Service Suite review

Questions people ask

Is 8x8 Contact Center or Freshworks Customer Service Suite better?
Neither clearly leads. 8x8 Contact Center starts at $85/month and Freshworks Customer Service Suite at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, 8x8 Contact Center or Freshworks Customer Service Suite?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at $85/month for 8x8 Contact Center and Free for Freshworks Customer Service Suite.
Does 8x8 Contact Center or Freshworks Customer Service Suite run on more platforms?
8x8 Contact Center runs on Web, Desktop, Ios, Android. Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android).
Can I use Freshworks Customer Service Suite for free?
Yes. Freshworks Customer Service Suite has a free tier, so you can try it without paying. 8x8 Contact Center starts at $85/month.
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 Freshworks Customer Service Suite is typically brought in for.
What can 8x8 Contact Center do that Freshworks Customer Service Suite cannot?
8x8 Contact Center covers Voice, Digital channels, IVR, ACD. Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Both handle Analytics, Salesforce, Microsoft Teams, SOC2.

Answered from the vendors’ own pages

Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?

The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.

Source
Freshworks Customer Service Suite: Does Freshworks offer a free tier?

Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.

Source
Freshworks Customer Service Suite: Does Freshworks integrate with Slack?

Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.

Source
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Related pages

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