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Customer Support · head to head

8x8 Contact Center vs Salesforce Service Cloud

8x8 Contact Center logo

8x8 Contact Center

Customer Support

Integrated cloud communications and contact center

From
$85/month
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Customer Support

Customer service software that powers loyalty

From
$25/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; Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
  • They diverge on capability: 8x8 Contact Center covers Voice, Salesforce Service Cloud covers Case management.

Where they differ

Only the attributes on which 8x8 Contact Center and Salesforce Service Cloud actually diverge.

Attributes where 8x8 Contact Center and Salesforce Service Cloud differ
Attribute8x8 Contact CenterSalesforce Service Cloud
Starting price$85/month$25/month
PlatformsWeb, Desktop, Ios, AndroidWeb, Ios, Android
Founded19871999

Identical on both: pricing model (subscription), free tier (No), 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
  • Salesforce
  • Microsoft Teams

Only in Salesforce Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Salesforce CRM
  • Slack
  • MuleSoft

Both cover

  • Analytics
  • SOC2
  • HIPAA
  • 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 Salesforce Service Cloud
  • Contact centernot Salesforce Service Cloud
  • Remote worknot Salesforce Service Cloud
  • Customer supportnot Salesforce Service Cloud

Salesforce Service Cloud

  • Enterprise customer servicenot 8x8 Contact Center
  • Field servicenot 8x8 Contact Center
  • Self-service portalsnot 8x8 Contact Center
  • AI-powered supportnot 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

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

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

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

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 Salesforce Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud review

Questions people ask

Is 8x8 Contact Center or Salesforce Service Cloud better?
Neither clearly leads. 8x8 Contact Center starts at $85/month and Salesforce Service Cloud at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, 8x8 Contact Center or Salesforce Service Cloud?
8x8 Contact Center starts at $85/month and Salesforce Service Cloud at $25/month.
Does 8x8 Contact Center or Salesforce Service Cloud run on more platforms?
8x8 Contact Center runs on Web, Desktop, Ios, Android. Salesforce Service Cloud 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 Salesforce Service Cloud is typically brought in for.
What can 8x8 Contact Center do that Salesforce Service Cloud cannot?
8x8 Contact Center covers Voice, Digital channels, IVR, ACD. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Analytics, SOC2, HIPAA, Web support.
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