UCaaS + CCaaS Platform
8x8 Contact Center
Integrated contact center for 8x8 customers
- SF Score
- 8.2/10
- Pricing
- Contact sales
Compare tools
2 of 4 tools selected
Customer Service Suite Calling
Freshdesk Contact Center
Freshworks calling for customer service teams
- SF Score
- 8.3/10
- Pricing
- Free · Paid
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Compare features, strengths, trade-offs, and best-fit use cases.
Comparing
Where each one leads
Read straight from the published figures below — not a ranking, and not a recommendation.
Highest SF Score
Freshdesk Contact Center8.3/10
2 of 2 are scored
Only one with a free plan
Freshdesk Contact CenterFree plan
free-plan status established for all 2
At a glance
The short version
The facts each tool publishes, lined up so you can scan down a column. Anything the catalog does not establish is marked as such rather than counted against the tool.
8x8 Contact Center
- SF Score
- 8.2 / 10
- Starts at
- Not established
- Free plan
- Not offered
- Category
- AI Call Center Software › UCaaS + CCaaS Platform
Freshdesk Contact Center
- SF Score
- 8.3 / 10
- Starts at
- $15/mo
- Free plan
- Available
- Category
- AI Call Center Software › Customer Service Suite Calling
Key differences
Where these tools actually diverge
The decision dimensions that separate this set, with each tool's own position stated plainly. No winner is declared — fit depends on your workflow.
Positioned for
8x8 Contact Center
UCaaS + CCaaS Platform
Freshdesk Contact Center
Customer Service Suite Calling
Pricing model
8x8 Contact Center
Contact sales
Freshdesk Contact Center
Free · Paid
SoftFinders Score
8x8 Contact Center
8.2 / 10
Freshdesk Contact Center
8.3 / 10
Feature comparison
Capability matrix
Grouped by area. Every state carries a word as well as a colour, and anything the catalog has not established stays neutral rather than counting as a missing feature.
4 rows differ 1 identical
| Capability | | |
|---|---|---|
| Overview | ||
| SF Score | 8.2 / 10Value | 8.3 / 10Value |
| Pricing model | CustomValue | FreemiumValue |
| Starts at | Not established | $15/moValue |
| Free plan | No | Yes |
| Category | AI Call Center Software › UCaaS + CCaaS PlatformValue | AI Call Center Software › Customer Service Suite CallingValue |
Scroll the matrix sideways to see every column.
Listed by one tool only
13 capabilities are published by a single tool in this set. That does not mean the others lack them — only that the catalog has not established an answer either way.
- Intelligent omnichannel routing across voice and digitalRoute customer interactions across supported digital channels
- Real-time and historical interaction analyticsConnect calling meetings and contact center workflows
- AI self-service across voice and digital channelsAutomate routine answers before agent involvement
- Real-time agent guidance and call summariesSurface context and guidance during conversations
- Native CRM inside the agent workspaceTrack service performance and customer interactions
- Call routingRoute inbound calls to available agents
- IVR menusGuide callers through structured phone options
- Global numbersPurchase and manage numbers across countries
- Call recordingReview conversations for quality and training
- Queue managementMonitor waiting callers and team capacity
- Live Call MonitoringShows active conversations, queues, and agent availability
- Freshdesk integrationLink calls with tickets and customer records
- Browser and Mobile CallingHandles customer calls without traditional desk phones
Use cases
What each tool is built for
The workflows each tool publishes for itself. Cards appear only for tools that list use cases.
8x8 Contact Center
- Centralize multichannel customer service operations
- Deflect routine inquiries before agent escalation
- Coach agents during complex live interactions
- Run proactive outbound customer campaigns
Freshdesk Contact Center
- Add phone support to Freshdesk
- Launch affordable inbound call queues
- Manage distributed support phone numbers
- Record calls for training reviews
- Support SMB customer service teams
+5 more on the Freshdesk Contact Center profile
Pros & cons
Strengths and compromises
Each tool's published strengths and the compromises that come with them, as supplied — not scored or ranked against each other. Longer lists fold; nothing is left out.
8x8 Contact Center
Pros
- Workforce management included at no extra cost
- Single platform spans contact center and UC
- Salesforce, Microsoft, and Zendesk integrations available
Cons
- Public pricing requires a sales quote
- Screen recording requires separate licenses
- Long-term recording storage requires add-ons
- Agent setup spans two administration interfaces
Freshdesk Contact Center
Pros
- Strong fit for existing Freshworks service teams
- Accessible pricing supports smaller support operations well
- Helpdesk integration keeps customer context clearly visible
- Native integration links calls with Freshdesk tickets
- Free subscription tier supports unlimited agents
- Browser and mobile access supports remote agents
Cons
- Enterprise contact center depth is limited by design
- Call charges and add-ons need review upfront
- Best value depends on Freshworks commitment clearly
- Phone numbers and calling incur additional charges
- Wait queues unavailable on Free plan
- Queue callbacks require Pro or higher
- Speech-enabled IVR restricted to Enterprise
- Call recording may incur additional usage charges
Pricing
What each one costs
Published pricing signals only. Where a tool has not established a price, that is what it says — never a zero and never "free".
8x8 Contact Center
- Model
- Custom
Contact Sales
See full pricingFreshdesk Contact Center
- Model
- Freemium
Paid Freshcaller plans start at $15/month; free plan availability may vary by region and package.
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