# 8x8 Contact Center vs Puzzel CX Platform Comparison
---
## AI Generated Summary
- **G2 reviewers report** that 8x8 Contact Center excels in **call monitoring** and **call recording** , with users appreciating its high-quality features that enhance oversight and compliance. One user noted, "I appreciate that it provides a solid and essential API, which is exactly what I need to transfer data to our data warehouse control."
- **Users say** Puzzel CX Platform stands out for its **ease of use** and **implementation** , with many highlighting the platform's intuitive design. A recent user mentioned, "I find Puzzel CX Platform very easy to use and appreciate that it has many good features," indicating a smooth onboarding experience.
- **Reviewers mention** that 8x8 Contact Center has a strong focus on **customer support** , with feedback emphasizing the effectiveness of their one-on-one assistance. Users have shared positive experiences, stating, "We’ve been collaborating with 8x8 for over two years, and our experience has been consistently excellent."
- **According to verified reviews** , Puzzel CX Platform offers robust **coaching features** that allow managers to provide specific feedback, enhancing team performance. One user highlighted, "The platform gives depth in coaching, allowing me to be very specific when providing feedback to individuals."
- **G2 reviewers report** that while both platforms serve the mid-market well, 8x8 Contact Center has a slight edge in **performance analysis** and **dashboards** , with users appreciating the detailed insights it provides. A user noted, "The dashboards are very helpful for tracking performance metrics."
- **Users say** that Puzzel CX Platform's **Conversational Intelligence module** has been a valuable addition, with one reviewer stating, "The onboarding of the module has gone really well," showcasing its adaptability and effectiveness in enhancing customer interactions.



| | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 254 | 149 | 
| **Largest Market Segment** | Mid-Market (54.2% of reviews) | Mid-Market (54.3% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### 8x8 Contact Center

Pros:
- Ease of Use (37 reviews)
- Helpful (26 reviews)

Cons:
- Missing Features (11 reviews)
- Poor Customer Support (11 reviews)

### Puzzel CX Platform

Pros:
- Ease of Use (48 reviews)
- Customer Support (37 reviews)

Cons:
- Missing Features (13 reviews)
- Limited Customization (12 reviews)

---
## Ratings Comparison
| Rating | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
  | **Meets Requirements** | 8.4 (207 reviews) | 8.4 (109 reviews) | 
  | **Ease of Use** | 8.2 (212 reviews) | 8.7 (113 reviews) | 
  | **Ease of Setup** | 7.8 (129 reviews) | 8.5 (102 reviews) | 
  | **Ease of Admin** | 8.1 (126 reviews) | 8.5 (96 reviews) | 
  | **Quality of Support** | 8.1 (201 reviews) | 8.8 (109 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (125 reviews) | 9.1 (99 reviews) | 
  | **Product Direction (% positive)** | 7.9 (207 reviews) | 9.3 (111 reviews) | 

---
## Pricing

### 8x8 Contact Center

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Puzzel CX Platform

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Ticket and Case Management

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | Not enough data | 
| **Ticket response user experience** | Not enough data | Not enough data | 
| **Workflow** | Not enough data | Not enough data | 
| **Response Automation** | Not enough data | Not enough data | 
| **SLA Management** | Not enough data | Not enough data | 
| **Attachments/Screencasts** | Not enough data | Not enough data | 
| **Ticket Collaboration** | Not enough data | Not enough data | 
| **Customer and Contacts Database** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Customer Portal** | Not enough data | Not enough data | 
| **Email to Case** | Not enough data | Not enough data | 
| **Chat/Live Support** | Not enough data | Not enough data | 
| **Social Integration** | Not enough data | Not enough data | 
| **Voice** | Not enough data | Not enough data | 

#### Platform

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Mobile User Support** | Not enough data | Not enough data | 
| **Customization ** | Not enough data | 8.6 (12 reviews) | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | 8.0/10 | 11 |

#### Dialing Options

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Preview Dialing** | Not enough data | 9.5 (10 reviews) | 
| **Progressive Dialing** | Not enough data | 8.7 (10 reviews) | 
| **Predictive Dialing** | Not enough data | Not enough data | 

#### Agent Tools

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | 7.5 (10 reviews) | 
| **Callback Scheduling ** | Not enough data | 8.0 (11 reviews) | 
| **Call Recording ** | Not enough data | 8.8 (11 reviews) | 

#### Automation

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | 6.7 (9 reviews) | 
| **Interactive Voice Response (IVR)** | Not enough data | 8.1 (9 reviews) | 
| **Call Scrubbing** | Not enough data | 6.7 (8 reviews) | 

#### Agentic AI - Auto Dialer

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | 8.4/10 | 9 |

#### Administration

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Database Management ** | Not enough data | 8.8 (8 reviews) | 
| **Data Workflows** | Not enough data | 8.8 (8 reviews) | 
| **Issue Management** | Not enough data | 7.9 (8 reviews) | 

#### Knowledge Management

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Knowledge Base** | Not enough data | 9.0 (8 reviews) | 
| **Publishing Workflows** | Not enough data | 8.3 (6 reviews) | 
| **Analytics** | Not enough data | 8.6 (6 reviews) | 

#### Compliance

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.1 (6 reviews) | 
| **Data Governance** | Not enough data | 8.6 (6 reviews) | 
| **Compliance** | Not enough data | 8.9 (6 reviews) | 
| **Auditing** | Not enough data | 7.8 (6 reviews) | 

#### Customer Support

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.6 (6 reviews) | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.3 (6 reviews) | 
| **Data Transport** | Not enough data | 8.1 (7 reviews) | 
| **Access Management** | Not enough data | 8.6 (7 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 9.0 (7 reviews) | 

#### Administration

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Integrations** | Not enough data | 7.0 (5 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.6 (6 reviews) | 
| **Performance and Reliability** | Not enough data | 8.8 (8 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | 8.9/10 | 33 |

#### Call Analytics

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Call Recording** | Not enough data | 9.3 (30 reviews) | 
| **Machine Learning** | Not enough data | 8.5 (25 reviews) | 
| **Call Analysis** | Not enough data | 9.1 (32 reviews) | 
| **Lead Qualification** | Not enough data | 8.3 (21 reviews) | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Customer Scoring** | Not enough data | 9.3 (27 reviews) | 
| **Speech-to-Text** | Not enough data | 9.0 (26 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 8.9 (6 reviews) | 

#### Agentic AI - Conversation Intelligence

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Channels

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Feature Not Available | Not enough data | 

#### Design

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | 8.6/10 | 30 |

#### Quality Assurance

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Evaluation** | Not enough data | 9.0 (27 reviews) | 
| **Calibration** | Not enough data | 8.5 (27 reviews) | 
| **Reports** | Not enough data | 8.5 (28 reviews) | 

#### Engagement

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Feedback** | Not enough data | 9.3 (27 reviews) | 
| **Dashboards** | Not enough data | 9.0 (27 reviews) | 
| **Training** | Not enough data | 8.8 (26 reviews) | 

#### Performance

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Integrations** | Not enough data | 8.3 (27 reviews) | 
| **Compliance** | Not enough data | 9.3 (26 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (9 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (9 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | 7.8/10 | 128 |
| **Puzzel CX Platform** | 7.6/10 | 49 |

#### Channels

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Voice** | 9.1 (102 reviews) ✓ Verified | 9.1 (44 reviews) | 
| **Social** | 6.9 (65 reviews) ✓ Verified | 7.0 (28 reviews) | 
| **Web Chat** | 7.4 (68 reviews) ✓ Verified | 7.8 (33 reviews) | 
| **Mobile SMS** | 7.8 (61 reviews) ✓ Verified | 7.4 (29 reviews) | 
| **Email** | 7.5 (63 reviews) ✓ Verified | 7.5 (34 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text-to-Speech** | 6.1 (34 reviews) | 6.3 (21 reviews) | 

#### Functions

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Session Routing** | 8.3 (98 reviews) ✓ Verified | 7.9 (36 reviews) | 
| **Session Queuing** | 8.6 (98 reviews) ✓ Verified | 8.5 (35 reviews) | 
| **Concurrent Calling** | 8.5 (89 reviews) ✓ Verified | 8.1 (35 reviews) | 
| **Speech Analytics** | 8.1 (73 reviews) ✓ Verified | 6.2 (26 reviews) | 
| **Auto Dialer** | 7.9 (69 reviews) | 6.5 (31 reviews) | 
| **IVR** | 8.6 (86 reviews) ✓ Verified | 8.9 (35 reviews) | 
| **Inbound Screen Pop** | 8.1 (84 reviews) | 7.8 (36 reviews) | 
| **Persistent Data** | 8.3 (77 reviews) ✓ Verified | 6.8 (30 reviews) | 

#### Agentic AI - Contact Center

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | 7.0 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 6.9 (6 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.1 (6 reviews) | Not enough data | 
| **Proactive Assistance** | 5.8 (6 reviews) | Not enough data | 

#### Administrative

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Session Summary Notes** | 8.0 (84 reviews) ✓ Verified | 7.3 (31 reviews) | 
| **Administrator Access** | 8.8 (94 reviews) ✓ Verified | 8.7 (40 reviews) | 
| **Reporting & Dashboards** | 8.4 (99 reviews) ✓ Verified | 7.8 (44 reviews) | 
| **Session Recording** | 8.8 (83 reviews) ✓ Verified | 8.2 (36 reviews) | 
| **Agent Scheduling and Assignment** | 8.0 (72 reviews) ✓ Verified | 6.7 (32 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Responses

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Responses

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **Control** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 

#### Platform

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Branding** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | 7.4/10 | 45 |
| **Puzzel CX Platform** | 7.1/10 | 13 |

#### Workforce Management

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Agent Availability** | 7.7 (26 reviews) ✓ Verified | 7.4 (12 reviews) | 
| **Skills Management** | 7.4 (23 reviews) ✓ Verified | 6.7 (10 reviews) | 
| **Shift Scheduling** | 6.8 (17 reviews) ✓ Verified | 7.0 (11 reviews) | 
| **Agent Self-Service** | 6.6 (18 reviews) | 7.3 (11 reviews) | 
| **Mobile Access** | 7.5 (23 reviews) | 6.3 (10 reviews) | 

#### Administration

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Automation** | 7.5 (29 reviews) ✓ Verified | 7.4 (11 reviews) | 
| **Performance Analysis** | 7.9 (30 reviews) ✓ Verified | 7.7 (11 reviews) | 
| **Dashboards** | 8.3 (31 reviews) ✓ Verified | 6.9 (12 reviews) | 
| **Forecasting** | 6.8 (18 reviews) ✓ Verified | 7.3 (10 reviews) | 
| **Intraday Management** | 7.2 (23 reviews) ✓ Verified | 6.8 (10 reviews) | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | 7.9/10 | 18 |

#### Feedback Management

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Tagging** | Not enough data | 8.2 (17 reviews) | 
| **Segmentation** | Not enough data | 7.7 (16 reviews) | 
| **Custom Reports and Dashboards** | Not enough data | 8.1 (18 reviews) | 

#### Feedback Analysis

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Thematic Analysis** | Not enough data | 8.9 (17 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.9 (17 reviews) | 
| **NPS/CSAT Scoring** | Not enough data | 8.2 (15 reviews) | 

#### Feedback Sources

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Online Reviews** | Not enough data | 7.7 (13 reviews) | 
| **Surveys** | Not enough data | 7.6 (13 reviews) | 
| **Social Media** | Not enough data | 6.7 (11 reviews) | 
| **Customer Service Channels** | Not enough data | 7.2 (13 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (6 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (6 reviews) | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Administration

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Access Control** | Not enough data | Not enough data | 
| **Web Page Navigation** | Not enough data | Not enough data | 
| **Real Time Assistance** | Not enough data | Not enough data | 

#### Security

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 
| **Data Masking** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Conversational Platform

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Contextual Engagement** | Not enough data | Not enough data | 
| **Proactive Engagement** | Not enough data | Not enough data | 

#### Support Automation

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | 
| **Seamless Escalation** | Not enough data | Not enough data | 
| **Transcripts** | Not enough data | Not enough data | 
| **Self-Serve Support** | Not enough data | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Messaging Channels

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **SMS Messaging** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 
| **Voice Messaging** | Not enough data | Not enough data | 
| **Two way messaging** | Not enough data | Not enough data | 

#### Administration

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Scheduling** | Not enough data | Not enough data | 
| **Triggered Notifications** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | 8.4/10 | 17 |
| **Puzzel CX Platform** | 7.7/10 | 25 |

#### Platform

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Omnichannel** | 7.7 (10 reviews) | 7.8 (22 reviews) | 
| **Mobile Access** | 8.4 (15 reviews) | 6.6 (21 reviews) | 
| **Queue Management** | 8.6 (14 reviews) | 8.3 (23 reviews) | 
| **Call Routing** | 8.4 (16 reviews) | 8.5 (23 reviews) | 
| **Call Back** | 8.2 (15 reviews) | 8.3 (25 reviews) | 
| **IVR** | 8.8 (16 reviews) | 8.2 (20 reviews) | 
| **Automatic Call Distribution** | 8.8 (13 reviews) | 8.2 (23 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text-to-Speech** | 6.1 (9 reviews) | 6.4 (19 reviews) | 

#### Workforce Management

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Call Monitoring** | 8.7 (15 reviews) | 7.2 (23 reviews) | 
| **Performance Evaluation** | 8.5 (13 reviews) | 7.0 (21 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Call Recording** | 9.4 (14 reviews) | 7.7 (21 reviews) | 
| **Reporting & Dashboards** | 9.0 (15 reviews) | 7.6 (23 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Customer Support

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Text** | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 

#### Automation

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Learning** | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | 6.7/10 | 16 |

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | 4.3 (7 reviews) | 
| **AI Text Summarization** | Not enough data | 4.3 (7 reviews) | 
| **AI Text-to-Speech** | Not enough data | 4.3 (7 reviews) | 

#### Communication

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.1 (14 reviews) | 
| **Notifications** | Not enough data | 8.0 (14 reviews) | 
| **Targeted Emails** | Not enough data | 7.1 (12 reviews) | 
| **In-App Messaging** | Not enough data | 7.8 (10 reviews) | 
| **Co-Browsing** | Not enough data | 5.8 (10 reviews) | 

####  Internal Use

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Customization ** | Not enough data | 8.6 (12 reviews) | 
| **Conversation Archiving** | Not enough data | 7.8 (10 reviews) | 
| **Lead Development** | Not enough data | 6.7 (8 reviews) | 
| **Knowledge Base** | Not enough data | 7.4 (13 reviews) | 
| **Team Inbox ** | Not enough data | 6.0 (12 reviews) | 
| **Customer Profiles** | Not enough data | 6.7 (8 reviews) | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Mentions** | Not enough data | Not enough data | 
| **Tickets** | Not enough data | Not enough data | 
| **Macros** | Not enough data | Not enough data | 

#### Channels

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Email** | Not enough data | Not enough data | 
| **Social** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Phone** | Not enough data | Not enough data | 
| **Text** | Not enough data | Not enough data | 

#### Insight

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Surveys** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Visitor Activity** | Not enough data | Not enough data | 
| **Help Desk** | Not enough data | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | 7.2/10 | 6 |

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (6 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Generative AI

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (10):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Contact Center Software](https://www.g2.com/categories/contact-center), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to 8x8 Contact Center (8):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Chatbots Software](https://www.g2.com/categories/chatbots)

**Unique to Puzzel CX Platform (4):** [Co-Browsing Software](https://www.g2.com/categories/co-browsing), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics)


---
## Reviewer Demographics

### By Company Size

| Segment | 8x8 Contact Center | Puzzel CX Platform | 
|---|---|---|
| **Small-Business** | 37.3% | 24.3% | 
| **Mid-Market** | 54.2% | 54.3% | 
| **Enterprise** | 8.5% | 21.4% | 

### By Industry

#### 8x8 Contact Center

- **Financial Services:** 11.0%
- **Information Technology and Services:** 7.9%
- **Hospital & Health Care:** 6.6%
- **Security and Investigations:** 5.3%
- **Insurance:** 5.3%
- **Banking:** 5.3%
- **Computer Software:** 4.8%
- **Consumer Services:** 3.5%
- **Real Estate:** 3.1%
- **Construction:** 1.8%
- **Other:** 45.4%

#### Puzzel CX Platform

- **Telecommunications:** 17.8%
- **Oil & Energy:** 11.1%
- **Insurance:** 8.9%
- **Information Technology and Services:** 7.4%
- **Consumer Services:** 5.9%
- **Retail:** 5.2%
- **Banking:** 3.0%
- **Education Management:** 2.2%
- **Transportation/Trucking/Railroad:** 2.2%
- **Financial Services:** 2.2%
- **Other:** 34.1%

---
## Alternatives

### Alternatives to 8x8 Contact Center

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1414 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1585 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7333 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1364 reviews)

### Alternatives to Puzzel CX Platform

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7333 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) — 4.5/5 stars (393 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)

---
## Top Discussions

### 8x8 Contact Center

- Title: [How do I listen to calls from the virtual office?](https://www.g2.com/discussions/23979-how-do-i-listen-to-calls-from-the-virtual-office) — 1 comment, 2 upvotes
  > **Top comment:** "If you go into the Monitoring option in 8x8 VCC, there is a Playback feature where you can listen to recorded calls. We also have access to their Quality..."
- Title: [How can I get someone to help me with creating custom reports for VCC?](https://www.g2.com/discussions/how-can-i-get-someone-to-help-me-with-creating-custom-reports-for-vcc) — 1 comment, 2 upvotes
  > **Top comment:** "8x8 Platform Analytics gives you some flexibility with regard to creating custom reports. It is very limited, though. When making my reports, I would just..."
- Title: [How has your overall experience been with this product?](https://www.g2.com/discussions/how-has-your-overall-experience-been-with-this-product) — 1 comment, 1 upvote
  > **Top comment:** "Using 8x8 with Salesforce has overall been a very pleasant experience. The ability to create tasks attached to various numbers when customers call in, along..."
- Title: [How can the 8x8 Contact Center include usage minutes with every license?](https://www.g2.com/discussions/how-can-the-8x8-contact-center-include-usage-minutes-with-every-license) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Unlike all other CCaaS providers, 8x8 owns native VoIP technology which enables us to include usage minutes with every license and allows us to manage,..."
- Title: [What makes 8x8 Contact Center different than the other providers?](https://www.g2.com/discussions/what-makes-8x8-contact-center-different-than-the-other-providers) — 1 comment, 2 upvotes *(includes official response)*
  > **Top comment:** "8x8 Contact Center is the only collaborative contact center solution in the world, extremely high value by unifying team messaging, video conferencing,..."

### Puzzel CX Platform

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/8x8-contact-center-vs-puzzel-cx-platform)