{"id":6863,"date":"2025-05-15T13:45:15","date_gmt":"2025-05-15T18:45:15","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=6863"},"modified":"2025-05-15T13:45:15","modified_gmt":"2025-05-15T18:45:15","slug":"ringcentral-vs-8x8-which-ccaas-supplier-is-better-for-you","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/ringcentral-vs-8x8-which-ccaas-supplier-is-better-for-you\/","title":{"rendered":"RingCentral vs. 8×8: Which CCaaS supplier is better for you?"},"content":{"rendered":"

\"\"The Contact Center as a Service (CCaaS)<\/a> marketplace contains a dizzying number of options, and the rankings constantly change. Given the complexity and volatility of the selection, you might worry about choosing a cloud contact center platform only to end up experiencing buyer\u2019s remorse later.<\/p>\n

That\u2019s where our trusted technology advisors<\/a> come in. With decades of telecommunications and IT industry experience, partnerships with best-in-class suppliers, and the latest marketplace data, it takes our advisory team mere minutes to narrow your options from double-digits to the top 3 that meet your unique needs.<\/p>\n

One of the essential elements in our advisory arsenal is the most advanced decision-making tool in the world that instantly creates detailed comparison matrices, allowing clients to see how solutions and suppliers stack up side-by-side. This makes finding your ideal cloud contact center provider easier than ever.<\/p>\n

In our previous \u201cversus\u201d blog entries<\/a>, we compared Unified Communications as a Service (UCaaS)<\/a> solutions. Our current versus series pits leading CCaaS suppliers against each other. This blog entry focuses on RingCentral versus 8×8.<\/p>\n

Before you look at the matrix, here\u2019s some background information about each supplier to consider.<\/p>\n

CCaaS profile: RingCentral<\/h2>\n

RingCentral<\/a> \u2013 based in Belmont, CA, and founded in 1999 \u2013 is an established leader in the CCaaS space and maintains a presence in over 45 countries and territories. This supplier serves companies of all sizes worldwide and has clients in a wide range of industries, including but not limited to healthcare, education, retail, and high-tech.<\/p>\n

RingCentral\u2019s intuitive omnichannel contact center solution utilizes the power of artificial intelligence to enhance both employee and customer experiences (EX and CX<\/a>). Some notable features include voice and digital self-service via virtual agents, real-time AI agent coaching and assistance, automated quality assurance, and a comprehensive CX toolset.<\/p>\n

RingCentral also integrates with Microsoft Teams<\/a>, Google, Salesforce, Zendesk and other essential business applications.<\/p>\n

CCaaS profile: 8×8<\/h2>\n

Founded in 1987 and headquartered in Campbell, CA, 8×8<\/a> provides cloud communication solutions to businesses across various industries, including but not limited to education, healthcare, manufacturing, professional services, government, retail, transportation, and financial services. This supplier\u2019s solutions come with over 60 integrations and are accessible via any internet-connected device.<\/p>\n

CCaaS from 8×8 leverages artificial intelligence<\/a> to streamline contact center operations and enhance CX. The platform\u2019s notable features and capabilities include omnichannel routing, agent and supervisor workspaces with intelligent tools to improve performance, and AI-powered self-service options for customers.<\/p>\n

Additionally, the solution integrates seamlessly with popular apps such as Teams, Google, Zendesk and Salesforce.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Provider<\/b><\/td>\n8×8<\/td>\nRingCentral<\/td>\n<\/tr>\n
HQ<\/b><\/td>\nCampbell, CA<\/td>\nBelmont, CA<\/td>\n<\/tr>\n
# of Employees<\/b><\/td>\n2,216<\/td>\n6,000<\/td>\n<\/tr>\n
1st Year Offering CCaaS<\/b><\/td>\n2011<\/td>\n2015<\/td>\n<\/tr>\n
Public \/ Private<\/b><\/td>\nPublic: EGHT<\/td>\nPublic: RNG<\/td>\n<\/tr>\n
Platform<\/b><\/td>\nNative<\/td>\nNative<\/td>\n<\/tr>\n
Published Uptime SLA<\/b><\/td>\n99.999%<\/td>\n99.999%<\/td>\n<\/tr>\n
Sold Standalone?<\/b><\/td>\nYes<\/td>\nYes<\/td>\n<\/tr>\n
Minimum Seat Count \/ MRC<\/b><\/td>\nno minimum<\/td>\n5 seats<\/td>\n<\/tr>\n
Largest Deployment<\/b><\/td>\nAvailable Upon Request<\/td>\nAvailable Upon Request<\/td>\n<\/tr>\n
Available Pricing Models<\/b><\/td>\nConcurrent Agent<\/td>\nConcurrent Agent
\nPer Agent<\/td>\n<\/tr>\n
Usage Billing<\/b><\/td>\nround up to next full minute<\/td>\nUnlimited inbound local and LD, manual outbound. Outbound Dialer is billed in 6 second increments<\/td>\n<\/tr>\n
Ports \/ Call Paths<\/b><\/td>\n4 ports<\/td>\nunlimited<\/td>\n<\/tr>\n
Proprietary Cloud PBX Option Available<\/b><\/td>\nyes<\/td>\nyes<\/td>\n<\/tr>\n
UCaaS Resellers<\/b><\/td>\nno<\/td>\nno<\/td>\n<\/tr>\n
Key Acquisitions<\/b><\/td>\nCallstats.io, ContactNOW, Contactual, DXI, QSE, VoiceNET, Wavecell<\/td>\nConnect First, Dimelo<\/td>\n<\/tr>\n
Primary Datacenters<\/b><\/td>\nAPAC:<\/b> Hong Kong, Singapore
\nAustralia:<\/b> Sydney
\nCanada<\/b>
\nEurope:<\/b> Amsterdam
\nIndia:<\/b> New Delhi
\nLatin America:<\/b> Rio de Janeiro
\nUnited Kingdom:<\/b> London
\nUnited States:<\/b> Ashburn (VA), Santa Clara
\n8×8 leverages the AWS, Azure, Equinix, GCP, and Oracle cloud footprints.<\/td>\n		APAC:<\/b> Singapore
\nAustralia:<\/b> Melbourne, Sydney
\nCanada:<\/b> Toronto
\nEurope:<\/b> Frankfurt, Munich
\nLatin America:<\/b> S\u00e3o Paulo
\nUnited Kingdom:<\/b> London, Manchester
\nUnited States:<\/b> Dallas, Los Angeles
\nRingCentral RingCX leverages public cloud (AWS for application services) and private cloud (Equinix and others for media, PSTIN POPs)<\/td>\n<\/tr>\n
International PSTN Coverage Link<\/b><\/td>\nLocation List<\/td>\nLocation List<\/td>\n<\/tr>\n
BYOC (Bring Your Own Carrier)<\/b><\/td>\nYes
\nAdditional NRC:<\/b> Yes
\nAdditional MRC:<\/b> Yes
\nRedundancy Strategy:<\/b> Delivery to multiple DCs, High Availability infrastructure with 8×8 PSTN Failover<\/td>\n		Yes
\nAdditional NRC:<\/b> Yes
\nAdditional MRC:<\/b> Yes (if RingCentral supplies the SBC)
\nRedundancy Strategy:<\/b> Customer can forward their carrier numbers to RingCentral numbers as a backup.<\/td>\n<\/tr>\n
Outbound Dialer Options<\/b><\/td>\nPredictive, Preview, Progressive<\/td>\nAgentless, Power, Predictive, Preview, Progressive
\nTCPA Compliant Option Available<\/td>\n<\/tr>\n
Digital Outreach \/ Proactive Engagement<\/b><\/td>\nSMS, MMS, RCS, Email, Chat<\/td>\nSMS, RCS, Chat, Mobile App<\/td>\n<\/tr>\n
SMS Codes Available<\/b><\/td>\nLocal 10 Digit, Toll-Free, Short Code, International Coverage<\/td>\nLocal 10 Digit, Toll-Free, International Coverage (US\/Canada only)<\/td>\n<\/tr>\n
Queue Callback<\/b><\/td>\nAgent First, Hold Place in Queue, Scheduled Callback<\/td>\nAgent First, Customer First, Hold Place in Queue<\/td>\n<\/tr>\n
Mobile App Available?<\/b><\/td>\nn\/a<\/td>\nn\/a<\/td>\n<\/tr>\n
Inbound Digital Channels \/ Features<\/b><\/td>\nChat (Agent), Co-browse, Email, Fax, SMS, Social Media, Video<\/td>\nChat (Agent), Co-browse, Email, Fax (via Email), MMS, SMS, Social Media, Video<\/td>\n<\/tr>\n
Social Channels<\/b><\/td>\nInbound\/Outbound: Facebook, X (Twitter), WhatsApp<\/td>\nInbound\/Outbound: Apple Business Chat, Facebook, Instagram, LinkedIn, X (Twitter), WhatsApp, YouTube
\nFull List<\/td>\n<\/tr>\n
Other Features<\/b><\/td>\nAgent Scripts
\nLive Agent Barge\/Take Over Function
\nLive Agent Coaching\/Whisper Function
\nScreen Recording
\nSpeech & Text Analytics
\nSurveys \/ CSAT<\/td>\n		Agent Scripts
\nLive Agent Barge\/Take Over Function
\nLive Agent Coaching\/Whisper Function
\nSpeech & Text Analytics
\nSurveys \/ CSAT<\/td>\n<\/tr>\n
Native CRM Included<\/b><\/td>\nyes<\/td>\nno<\/td>\n<\/tr>\n
Microsoft Teams Certified<\/b><\/td>\nyes<\/td>\nno<\/td>\n<\/tr>\n
Line of Business App Integrations<\/b><\/td>\nNative:<\/b> Microsoft Dynamics, Microsoft Teams, NetSuite, Salesforce, ServiceNow, SugarCRM, Zendesk, Zoho
\nThird Party:<\/b> Bullhorn, EPIC
\nCustom:<\/b> Athena Health, Cerner, Freshdesk, HubSpot, Jack Henry, Kustomer, Oracle, SAP, Slack<\/td>\n		Native:<\/b> Salesforce, ServiceNow, Zendesk
\nThird Party:<\/b> Athena Health, Bullhorn, Cerner, EPIC
\nCustom:<\/b> Halo CRM, Jack Henry, Kustomer, NetSuite, Oracle, SAP, Slack, SugarCRM<\/td>\n<\/tr>\n
Enterprise App Store<\/b><\/td>\nYes<\/td>\nYes<\/td>\n<\/tr>\n
Artificial Intelligence Offering<\/b><\/td>\nNative:<\/b> Chat Bot, Voice Bot (IVA)
\nThird Party:<\/b> Al-derived CSAT, Knowledge Retrieval, Next-Best Action, Post-Interaction Summarization, Quality Assurance Scoring, Real-time Coaching, Sentiment Analysis<\/td>\n		Native:<\/b> Al-derived CSAT, Business Insights (Conversation Trends\/Keyword Spotting\/Topic Mining), Post-Interaction Summarization, Quality Assurance Scoring
\nThird Party:<\/b> Chat Bot, Next-Best Action, Real-time Coaching, Sentiment Analysis
\nAdditional Capabilities: RingSense for RingCX add-on: Real-time Summaries, Post-call summaries and transcriptions, Automated call scoring, Agent Feedback, Coaching Moments, Speech Analytics<\/td>\n<\/tr>\n
Large Language Model<\/b><\/td>\nLLM:<\/b> Cognigy
\nVerticals:<\/b> none pre-trained; can be configured for additional cost
\nBYO Al:<\/b> yes
\nOpenAl Integration:<\/b> 8×8’s platform can leverage OpenAl to develop chatbot workflows within the Cognigy platform. E.g., “build me a workflow for cancelling an order” generates a template to work from.<\/td>\n		LLM:<\/b> Available Upon Request
\nVerticals:<\/b> roadmap
\nBYO AI:<\/b> no
\nOpenAI Integration:<\/b> n\/a<\/td>\n<\/tr>\n
Routing Options<\/b><\/td>\nAttribute \/ Skill-based Routing, Preferred Agent Routing, Priority Routing<\/td>\nAttribute \/ Skill-based Routing, Bullseye Routing, Omni-Channel Queues, Personality Routing, Predictive Routing, Preferred Agent Routing, Priority Routing
\nAdditional Capabilities: Track Routing (routing to off-system numbers, Cloud Routing (destination specific pre-queue logic; e.g. percent allocation across various queues)<\/td>\n<\/tr>\n
Workforce Engagement (WEM) Offering<\/b><\/td>\nThird-Party (Verint)
\nFeatures Include: Gamification, Performance Management, Quality Management (QM), Workforce Management (WFM)<\/td>\n		Third-Party (Calabrio)
\nFeatures Include: Gamification, Performance Management, Quality Management (QM), Workforce<\/td>\n<\/tr>\n
Compliance<\/b><\/td>\nCPNI, CSA, GDPR, HIPAA, HITRUST, ISO 27001, PCI, SOC 2, SOX
\nAdditional Compliances: FISMA; Full List<\/td>\n		CPNI, FINRA, GDPR, HIPAA, HITRUST, ISO 27001, PCI, SOC 2
\nAdditional Compliances: Full List<\/td>\n<\/tr>\n
Case Studies<\/b><\/td>\nCase Studies<\/td>\nCase Studies<\/td>\n<\/tr>\n
Top Customer Verticals<\/b><\/td>\nEntertainment, Finance, Healthcare, Retail, Tourism<\/td>\nBPO, Finance<\/td>\n<\/tr>\n
On-Site Implementation\/Training<\/b><\/td>\nYes<\/td>\nYes<\/td>\n<\/tr>\n
Implementation Overview<\/b><\/td>\nImplementation Overview<\/td>\nImplementation Overview<\/td>\n<\/tr>\n
Knowledge Base<\/b><\/td>\nNative<\/td>\nNative<\/td>\n<\/tr>\n
Downdetector<\/b><\/td>\nDowndetector<\/td>\nDowndetector<\/td>\n<\/tr>\n
Differentiators<\/b><\/td>\nOnly cloud provider that is Gartner recognized for both UCaaS (Leader) and CCaaS (Challenger)
\nStrong global presence with local dial-tone offered in 38 countries and unlimited global calling for phone and contact center across 47 countries. Deployment capabilities in over 120 countries.
\nCan address various compliance requirements from HIPAA, HiTrust and PCI to ITAR and FISMA. 170+ VOIP patents<\/td>\n		Specifically tailored for outbound-oriented contact centers that require auto, manual and TCPA-compliant dialing
\nActive-Active-Active microservices architecture in AWS with 99.999% uptime SLA
\nNatively integrated with RingCentral Office for presence, directory lookup and back-office communication, single sign- on with MVP and RingSense, Escalate to RingCentral Video<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Download PDF<\/a><\/p>\n

If you\u2019d like to explore your CCaaS options, don\u2019t hesitate to contact our advisors by calling 877-599-3999 or emailing sales@stratospherenetworks.com<\/a>. You can also jumpstart your journey by completing this free assessment<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

The Contact Center as a Service (CCaaS) marketplace contains a dizzying number of options, and the rankings constantly change. Given the complexity and volatility of the selection, you might worry about choosing a cloud contact center platform only to end … Read more ><\/span><\/a><\/p>\n","protected":false},"author":5,"featured_media":6465,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[374],"tags":[],"class_list":["post-6863","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-versus"],"yoast_head":"RingCentral vs. 8x8: Top CCaaS differentiators<\/title>\n<meta name=\"description\" content=\"Compare RingCentral versus 8x8 as CCaaS providers. 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