Future-Ready CX: 9 Best 8×8 Contact Center Alternatives

Support leaders once praised 8×8 for its cost-effectiveness, built-in VoIP, and ease of deployment. It delivered voice, chat, and omnichannel support in a reliable, cloud-based package.

But as CX expectations have evolved, 8×8 hasn’t kept up. Customer demands are higher, and so is the tech designed to meet them.

As one G2 user put it, “WAY more bads than goods… constant bugs, crashing, and poor support that takes days to respond.”

Many teams now feel held back by 8×8’s rigid workflows and surface-level reporting. There’s no easy way to build custom dashboards or access agent-level insights—limiting visibility into critical CX metrics. Automation is weak. CRM integrations feel clunky. And proactive support? Often missing.

If that sounds familiar, you’re not alone. In this blog, we’ll explore 8×8 contact center alternatives that do more than catch up—they drive your CX forward.

Let’s find a solution built for today’s pace and tomorrow’s growth.

What to Look for in an 8×8 Alternative

The warning signs are easy to spot: rising ticket volumes, messy agent experiences, shallow automation. 8×8 helped many teams modernize, but it’s no longer aligned with the future of CX. And in a crowded market of “alternatives,” real CX improvement starts with the right choice.

If you’re making the switch, here’s what truly matters-

1. One Workspace, Every Channel

Your customers don’t think in channels, and neither should your agents. Therefore, go for a platform that unifies voice, chat, email, SMS, and social messaging in a single view. Plus, it should provide real-time access to past conversations, preferences, and journey data is key.

McKinsey reports that companies with integrated CX channels see up to 20% higher satisfaction and 30% lower service costs.

2. Automation That Knows What to Do

Forget static scripts and disconnected bots. Look for tools powered by advanced AI: natural language processing and predictive intent detection, which anticipates what customers need before they say it. The right automation assists agents instantly and addresses problems before they intensify.

3. Integrations That Just Work

When agents are toggling between tabs, everyone loses. 8×8 contact center alternatives should plug directly into your CRM, helpdesk, and internal tools, with no workarounds or custom hacks. The result? A unified customer view, fewer errors, and faster, more consistent support at scale.

4. Insights That Drive Action

Basic reports won’t cut it. You need real-time dashboards that surface trends, sentiment, and performance across every channel and agent. Spot issues before they spiral. Optimize what’s working.

Gallup discovered that data-driven CX operations outperform their competitors by over 85% in revenue growth. Visibility is not an option; it’s a necessity.

5. Built to Scale, Ready to Flex

Your support needs won’t stay static. Select a platform that expands alongside you: additional users, increased channels, and changing workflows. Seek modular features, adaptable pricing, and tools that adjust to your evolving requirements without introducing downtime or complications.

The bottom line: The right alternative won’t just replace 8×8; it will future-proof your support strategy. It will help your team serve smarter and support every customer like they matter. Because they do.

Top 9 Alternatives to 8×8 Contact Center in 2025

2025 is the year to switch. See why these nine cutting-edge alternatives are outshining 8×8.

1. Kapture CX (Industry-Smart AI for Personalized CX)

Kapture CX is designed for support teams requiring capabilities beyond simple ticketing. It unites smart automation, conversational intelligence, and specialized AI, all tailored to align with your industry’s operations.

In contrast to generic platforms, this 8×8 alternative customizes to your business. It provides agents with the appropriate tools, context, and insights to tailor each interaction.

Your team can handle discussions across various platforms and provide quicker solutions, all while ensuring the type of service that leaves a lasting impression on customers. Kapture enables a shift from reactive assistance to proactive interaction through AI-driven self-service solutions and guided agent processes.

Key Features

• AI agent assist- Aid agents in providing quicker responses through immediate recommendations and optimal subsequent actions.
• Omnichannel assistance- Integrate chat, voice, email, and social interactions into a single user-friendly platform.
• Intelligent ticket assignment- Direct tickets automatically to the appropriate agent according to their expertise or previous actions.
• Auto QA- Utilize AI to evaluate discussions and ensure uniform service standards.
• Vertical LLMs- Power personalization with AI models trained on your specific industry language and workflows.
• AI voice & chatbots- Resolve up to 90% of routine queries through contextual, self-service interactions.
• Advanced reporting- Track what matters, from CSAT to agent performance, with instant dashboards and insights.

Why It’s a Strong Alternative to 8×8

Kapture helps you elevate every conversation without the bloat. Designed for scalability, intelligence, and industry alignment, it goes beyond generic tools to deliver next-gen, AI-first CX. It’s everything 8×8 lacks and more.

Ideal For

Businesses and rapidly growing enterprises in BFSI, retail, travel, and healthcare are looking for more intelligent, contextual support at scale.

AI & Automation? Yes.

Kapture weaves AI and automation into each interaction to achieve measurable results. From on-demand self-service and sector-specific chatbots to immediate agent support, automation operates in the background. This enables your team to concentrate on what’s important: providing exceptional CX, fast.

Ratings and Reviews

• G2- 4.5/5 (250+ reviews)
• Capterra- 4.2/5 (40+ reviews)

2. Nextiva (Unified Communication Built for CX Clarity)

If 8×8’s interface feels scattered, Nextiva offers a refreshingly unified view. You can manage calls, chats, and tickets, all on one screen, without switching tabs.

Key Features

• Integrated workspace- Handle calls, messages, surveys, and emails from one platform without needing to change screens.
• Customer journey mapping- Monitor each customer interaction to provide personalized support experiences.
• Incorporated surveys and feedback mechanisms- Immediately gauge customer feelings and enhance service choices.

Why It’s a Strong Alternative to 8×8

Unlike 8×8 contact center, which often struggles with fragmented workflows, Nextiva offers a tightly unified interface. You gain a clear view of your customers, agents stay focused, and service gets faster.

Ideal For

Mid-sized to large support teams that want visibility, speed, and intelligent workflows.

AI & Automation? Yes.

Nextiva’s platform features AI-powered call routing and self-service options that reduce load on agents and delight customers.

Ratings and Reviews:

• G2- 4.5/5 (3330+ reviews)
• Capterra- 4.6/5 (900+ reviews)

3. Dialpad (AI-First Contact Center with Instant Support Insights)

Tired of laggy 8×8 calls? Dialpad gives you real-time voice intelligence. Live coaching and sentiment analysis ensure no customer concern is missed.

Key Features

• Real-time transcription & sentiment analysis- Instantly transcribe calls and detect sentiment to guide agent responses live.
• AI suggestions during calls- Agents receive contextual cues based on customer statements, eliminating the need to browse knowledge bases.
• Unified messaging and voice in a single app- Merge calls, texts, and chat for effortless communication.

Why It’s a Strong Alternative to 8×8

While 8×8 has basic call features, Dialpad delivers intelligent support through live AI coaching and deep conversational insights. You can react faster and resolve smarter.

Ideal For

Tech-driven support teams, fast-scaling startups, and remote-first service teams.

AI & Automation? Yes.

Dialpad is AI-native. Its voice intelligence system automates QA, adapts based on each interaction, and even proposes improved phrases mid-call.

Ratings and Reviews

• G2- 4.4/5 (450+ reviews)
• Capterra- 4.2/5 (550+ reviews)

4. RingCentral (Enterprise-Grade Reliability with Omnichannel Power)

RingCentral is crafted to grow alongside your business without compromising on speed or performance. It unifies omnichannel assistance and automation within a single, reliable platform. But it may feel heavy for small teams seeking lightweight setups or fewer features.

Key Features

• Workforce optimization suite- Track performance and predict demand through sophisticated analytics.
• Omnichannel interaction- Assist customers through several platforms (phone, live chat, messaging platforms, and social networks) on a single coordinated dashboard.
• Live coaching for agents- Enhance agent performance through in-call support informed by sentiment and speech analysis.

Why It’s a Strong Alternative to 8×8

8×8 falls short on enterprise scalability and coaching, but RingCentral doesn’t. With AI insights and rock-solid reliability, this 8×8 alternative leads from the front.

Ideal For

Large contact centers, global support teams, or industries with high-volume service demands.

AI & Automation? Yes.

RingCentral uses real-time AI for coaching, speech analytics, and sentiment tracking. It also offers self-service through intelligent IVR and chatbots.

Ratings and Reviews

• G2- 4.0/5 (150+ reviews)
• Capterra- 4.2/5 (240+ reviews)

5. GoToConnect (Simple Setup, Stronger Support)

Need a simpler way to deliver great support? GoToConnect offers an intuitive design and built-in tools that help you focus on conversations, not configurations.

Key Features:

• Drag-and-drop call flow editor- Design intelligent call routes without any code or IT support.
• Visual call analytics- Understand service trends with built-in dashboards that spotlight gaps and improvement areas.
• Cloud-based phone system- Deliver consistent voice quality and customer service from anywhere.

Why It’s a Strong Alternative to 8×8

Where 8×8 may overwhelm with complexity, GoToConnect wins on usability. It simplifies routing, boosts agent efficiency, and cuts down onboarding time.

Ideal For

Small to mid-sized teams, remote-first support centers, and service teams with minimal IT resources.

AI & Automation? Limited, but Present.

While not AI-heavy, GoToConnect supports basic automation through smart routing. Plus, it integrates with CRMs to deliver contextual customer experiences.

Ratings and Reviews

• G2- 4.4/5 (1330+ reviews)
• Capterra- 4.5/5 (670+ reviews)

6. Aircall (Cloud-Based Calling Built for CX Teams)

Aircall takes the complexity out of cloud telephony. Its plug-and-play interface helps you launch a customer-first call center in minutes, not days. However, if you’re seeking deep AI like agent assist, it’s not the best fit.

Key Features

• Instant CRM integration with one click- Connects effortlessly with more than 100 tools, such as Salesforce and Intercom, for improved context.
• Live call supervision- Provide guidance or assume control of calls instantly to enhance agent effectiveness.
• Intelligent call distribution- Automatically direct calls according to time, language, or customer history for quicker resolutions.

Why It’s a Strong Alternative to 8×8

If you find 8×8’s learning curve challenging, Aircall provides a simpler, quicker alternative with strong integrations and a focus on customer experience. It shines in real-time collaboration and agent enablement.

Ideal For

Startups, fast-scaling support teams, or CX teams that rely heavily on integrations.

AI & Automation? Yes.

Aircall offers intelligent routing and workflow automation. While not deeply AI-native, this 8×8 alternative supports efficient, self-serve-like processes to speed up resolution.

Ratings and Reviews

• G2- 4.3/5 (1280+ reviews)
• Capterra- 4.2/5 (440+ reviews)

7. Five9 (AI-Powered Contact Center for Enterprise CX)

Five9 integrates voice, digital, and AI into a unified CX platform designed to grow alongside your enterprise requirements. It’s not ideal for small businesses with limited budgets or simple call needs.

Key Features

• Omnichannel journey management- Track conversations across email, chat, voice, and SMS, all in one interface.
• Intelligent Virtual Agents (IVAs)- Use NLP to automate routine inquiries and deliver faster self-service.
• Agent support with immediate guidance- Offer live suggestions and recommended replies during calls to improve resolution efficiency.

Why It’s a Strong Alternative to 8×8

Five9 offers more advanced AI, smarter automation, and deeper CX insights than 8×8 contact center. It’s built for personalization, scalability, and AI-led agent support.

Ideal For

Enterprise support teams, high-volume BPOs, or customer-first companies that prioritize AI innovation.

AI & Automation? Yes.

From IVAs and agent assist to predictive dialing and auto-QA, Five9 leads in AI-backed customer service automation.

Ratings and Reviews

• G2- 4.1/5 (520+ reviews)
• Capterra- 4.2/5 (470+ reviews)

8. Vonage (API-Driven CX for Global Reach)

Vonage empowers you to create highly adaptable customer service experiences with its communication APIs and strong contact center capabilities. But if you’re not technically inclined, the setup may feel overwhelming.

Key Features

• Programmable voice & messaging APIs- Customize how, when, and where your support team connects with customers.
• Integrated communication platform- Merge voice, video, SMS, and chat into a single expandable interface.
• AI-driven virtual assistant- Manage standard inquiries with natural language understanding and intent-based automation.

Why It’s a Strong Alternative to 8×8

In contrast to 8×8, Vonage emphasizes developer-friendly APIs that assist you in customizing your CX flow. When flexibility and omnichannel customizations are important, Vonage comes out ahead.

Ideal For

Support teams with tech expertise, international companies, and developers aiming to create customized CX solutions.

AI & Automation? Yes.

Vonage offers conversational AI, Interactive Voice Response (IVRs), intelligent routing, and NLP-based assistants for smarter service delivery.

Ratings and Reviews

• G2- 4.3/5 (470+ reviews)
• Capterra- 4.0/5 (320+ reviews)

9. CloudTalk (VoIP Designed for Support Teams)

CloudTalk makes cloud-based calling simple, smart, and scalable for support teams who rely on voice interactions every day.

Key Features

• Call flow designer- Create intuitive call routing paths using drag-and-drop logic, no coding required.
• Real-time analytics- Monitor agent performance and call metrics to enhance decision-making.
• CRM + helpdesk integrations- Connect easily with tools like Pipedrive, Zoho, and Freshdesk for contextual service.

Why It’s a Strong Alternative to 8×8

CloudTalk brings simplicity and power together. It avoids the complexity of 8×8 while offering CX-focused tools with zero friction.

Ideal For

SMBs, remote-first teams, and businesses focused on voice-driven customer service.

AI & Automation? Partially Present.

CloudTalk supports smart call routing, auto-tagging, and integration-based automation, though it lacks deep AI capabilities like agent assist or predictive support. Its limited AI can be a constraint as your support needs scale.

Ratings and Reviews

• G2- 4.4/5 (1380+ reviews)
• Capterra- 4.4/5 (260+ reviews)

Comparison Table of 8×8 Contact Center Alternatives

See how the top 8×8 alternatives stack up. Compare features, usability, and intelligence at a glance.

Why Companies Are Switching from 8×8

The shift away from 8×8 Contact Center is rooted in real customer service limitations. Many CX leaders are finding the platform increasingly hard to scale and customize. In a world where speed and automation define great support, 8×8 often falls short.

Here’s why you might be considering a change-

1 . Outdated interfaces- Legacy UI slows down agent workflows. Support teams face challenges with navigation, particularly during busy times.

As one user shared, “The interface is pretty much unchanged since 1997… support is lacking.” Another noted, “Cannot see who’s calling or switch between lines without losing context.”

2. Scaling issues- With the expansion of your customer base, 8×8’s inflexible infrastructure fails to adapt. Expanding operations can lead to performance lags.

One review said, “Separate systems for Virtual Office and Contact Center make reports and queue edits a pain.”

3 . Restricted AI functionalities- There’s little assistance for real-time agent support and predictive insights, features that characterize contemporary support.

One user shared, “Analytics are inaccurate, support is slow, and adding features is frustratingly manual.”

4. Integration challenges- Smooth connectivity with CRMs and analytics tools is restricted, resulting in fragmented customer data and lost context.

One G2 user summed it up: “The integration with Salesforce is horrible and doesn’t really work.” 

In 2025, customer experience can’t be an afterthought. It has to lead. That means choosing a solution that’s agile and future-ready. One that puts customers at the center and empowers agents with instant insights.

The best 8×8 contact center alternatives combine vertical AI, self-serve automation, and omnichannel intelligence to deliver frictionless support. Replacing your platform means more than a switch. It’s an upgrade to your CX strategy for what’s next.

How to Choose the Right Alternative

Don’t settle for a platform that just checks boxes. Choose an 8×8 alternative that elevates support, equips your team, and scales with your vision.

Start by mapping your CX priorities. Do you need faster resolutions? Smarter routing? Better reporting? Your answer shapes what features matter most.

Key criteria to guide your decision-

• Omnichannel support- Ensure the platform integrates chat, email, voice, and social into one unified interface. Context switching should be eliminated.
• AI and automation- Look for real-time agent assist, sentiment detection, and bots that truly deflect, not just respond. IBM reports that AI in support reduces handling time by up to 38%.
• Custom workflows and routing- Choose tools that allow flexible workflows tailored to your business logic. This ensures consistency across every ticket.
• Data and insights- Your support tool should offer real-time dashboards and analytics. It should highlight key CX metrics like CSAT, FCR, and agent productivity.
• Ease of integration- Prioritize platforms that work with your CRM, knowledge base, and internal apps. This enables unified data and faster resolutions.

Finally, test usability. Your agents will live in this tool every day. A clunky interface delays service and lowers morale. The right alternative to 8×8 contact center will help you build insight-driven and high-impact customer experiences without the operational drag.

Let your next choice power better conversations, deeper loyalty, and measurable business growth.

Don’t Just Replace 8×8; Outperform It with CX-First Platforms

8×8 served its purpose. Now it’s time for something smarter.

Support isn’t what it used to be. Customers expect context and real conversations across every channel. Your agents need tools that work with them, not against them.

Kapture helps you deliver just that. It’s an AI-first platform designed around how your industry operates and how your customers behave.

With Kapture, you get-

• Automation built for your workflows
• Bots and voice assistants that actually help
• Smart routing and co-pilot tools that take the guesswork out of support
• Conversation insights that let you keep improving

Give your team tools they love using. Give your customers the kind of support that sticks.

Still comparing options? Book a free CX call with our team to see how Kapture stacks up for your use case.

FAQs