Softwr

Customer Support · head to head

8x8 Contact Center vs Heap

8x8 Contact Center logo

8x8 Contact Center

Customer Support

Integrated cloud communications and contact center

From
$85/month
Rated
-
Full reviewWebsite
Heap logo

Heap

SaaS

Product analytics for the modern product team

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Heap 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; Heap no built-in A/B testing or feature flags; requires integration with separate tools for experimentation
  • They diverge on capability: 8x8 Contact Center covers Voice, Heap covers Autocapture.

Where they differ

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

Attributes where 8x8 Contact Center and Heap differ
Attribute8x8 Contact CenterHeap
Starting price$85/monthFree
Pricing modelsubscriptionUnknown
Free tierNoYes
PlatformsWeb, Desktop, Ios, AndroidWeb, iOS, Android
CategoryCustomer SupportSaaS
Founded19872013

Identical on both: user rating (Not yet rated).

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
  • Microsoft Teams

Only in Heap

  • Autocapture
  • Retroactive analytics
  • Session replay
  • Funnel analysis
  • User segmentation
  • Path analysis
  • Data science
  • Virtual events

Both cover

  • Salesforce
  • HubSpot
  • SOC2
  • GDPR

What people use each for

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

8x8 Contact Center

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

Heap

  • User behavior analysisnot 8x8 Contact Center
  • Conversion optimizationnot 8x8 Contact Center
  • Product adoptionnot 8x8 Contact Center
  • Customer journey mappingnot 8x8 Contact Center
  • A/B testing analysisnot 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

Heap

  • No built-in A/B testing or feature flags; requires integration with separate tools for experimentation
  • Group analytics and advanced features require a sales conversation, not self-serve
  • Cloud-only deployment; no self-hosted option for data security or compliance requirements
  • Session replay lacks developer debugging tools compared to PostHog
  • Pricing for Growth and Pro plans requires direct sales contact; no transparency on how pricing scales

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

Heap

Free
  • FreeFree
    • Up to 10,000 monthly sessions
    • Basic charts
    • 6 months data history
  • Growth$null/custom
    • Custom session pricing
    • Sense AI assistant
    • 12 months data history
  • Pro$null/custom
    • Custom session pricing
    • Account analytics
    • Engagement matrix
  • Premier$null/custom
    • Custom session pricing
    • Data warehouse integration
    • Unlimited projects

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 Heap if

  • You need autocapture.
  • You want to start without paying.
  • You work on Web, iOS, Android.
  • You also want retroactive analytics.
Heap review

Questions people ask

Is 8x8 Contact Center or Heap better?
Neither clearly leads. 8x8 Contact Center starts at $85/month and Heap at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, 8x8 Contact Center or Heap?
Heap has a free tier; the other does not. Paid plans start at $85/month for 8x8 Contact Center and Free for Heap.
Does 8x8 Contact Center or Heap run on more platforms?
8x8 Contact Center runs on Web, Desktop, Ios, Android. Heap runs on Web, iOS, Android.
Can I use Heap for free?
Yes. Heap 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 Heap is typically brought in for.
What can 8x8 Contact Center do that Heap cannot?
8x8 Contact Center covers Voice, Digital channels, IVR, ACD. Heap covers Autocapture, Retroactive analytics, Session replay, Funnel analysis. Both handle Salesforce, HubSpot, SOC2, GDPR.

Answered from the vendors’ own pages

Heap: What does Heap's autocapture feature do?

Heap's autocapture is a single code snippet that automatically captures every click, swipe, tap, pageview, and form fill on your website and apps without requiring manual event setup. Once installed, Heap captures the entire digital experience of every user on every platform with no ongoing engineering maintenance needed.

Source
Heap: What are Heap's pricing plans and how much do they cost?

Heap offers a Free plan for up to 10,000 monthly sessions. Growth, Pro, and Premier plans use custom session-based pricing that requires contacting sales for a quote. Free includes basic charts and 6 months data history. Growth adds the Sense AI assistant. Pro adds account analytics. Premier adds data warehouse integration and dedicated customer success management.

Source
Heap: Does Heap include session replay and A/B testing?

Heap includes integrated session replay showing exactly what users did on your site. However, Heap does not include built-in A/B testing or feature flags. Teams requiring these capabilities must use separate tools or integrate with third-party platforms.

Source
Heap: What integrations does Heap support?

Heap supports over 100 integrations connecting to business tools including marketing platforms, CRMs, and data warehouses. This allows insights to reach relevant teams and ensures data flows to other business systems automatically.

Source
Heap: Does Heap offer self-hosting or is it cloud-only?

Heap is cloud-only and does not offer self-hosted options. Organizations requiring on-premises deployment should consider alternatives like PostHog which supports self-hosting alongside its cloud product.

Source
Heap: What is Sense and how does it help with analytics?

Sense Chat is Heap's AI assistant that enables users to access analytics without extensive technical knowledge. It allows teams to ask questions about user behavior and get answers directly without lengthy onboarding or technical expertise, making insights more accessible to non-technical stakeholders.

Source
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