# 8x8 Contact Center vs Agentforce Service (formerly Salesforce Service Cloud) Comparison
---
## AI Generated Summary
- **G2 reviewers report** that **Agentforce Service** excels in user satisfaction, boasting a significantly higher overall score compared to **8x8 Contact Center**. Users appreciate the seamless integration of autonomous AI agents, which enhances the contextuality of service, making it easier to manage customer interactions effectively.
- **Users say** that **8x8 Contact Center** provides a more personal touch with its live support, highlighting the friendliness and helpfulness of agents. Many users express satisfaction with the quick availability of support, which is crucial during frustrating moments.
- **According to verified reviews** , **Agentforce Service** is praised for its ease of use, with teams reportedly mastering the platform within days and requiring minimal training. This rapid onboarding process is a significant advantage for organizations looking to implement a new system quickly.
- **Reviewers mention** that while **8x8 Contact Center** offers strong voice capabilities, it faces challenges in areas like automation and proactive assistance. Users have noted that the platform could benefit from enhanced automation features to streamline workflows further.
- **G2 reviewers highlight** that **Agentforce Service** provides a comprehensive solution for managing field operations, effectively streamlining scheduling and dispatching tasks. This capability is particularly beneficial for teams that require efficient coordination of resources.
- **Users express concern** that **8x8 Contact Center** may not fully meet the specific workflow needs of all organizations, with some mentioning configuration challenges. This could be a drawback for businesses with unique operational requirements that demand more customization.



| | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 257 | 7,358 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Mid-Market (42.8% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $25.00 1 User Per Month | 

---
## 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)

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

---
## Ratings Comparison
| Rating | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
  | **Meets Requirements** | 8.4 (210 reviews) | 8.6 (2857 reviews) | 
  | **Ease of Use** | 8.3 (215 reviews) | 8.4 (5482 reviews) | 
  | **Ease of Setup** | 7.8 (132 reviews) | 7.9 (4235 reviews) | 
  | **Ease of Admin** | 8.2 (128 reviews) | 8.2 (1561 reviews) | 
  | **Quality of Support** | 8.1 (204 reviews) | 8.3 (2632 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (127 reviews) | 8.7 (1542 reviews) | 
  | **Product Direction (% positive)** | 7.9 (209 reviews) | 8.3 (2802 reviews) | 

---
## Pricing

### 8x8 Contact Center

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Agentforce Service (formerly Salesforce Service Cloud)

#### Entry-Level Pricing

Plan: Starter Suite

Price: Starting at $25.00 1 User Per Month

Description: The simple CRM suite for marketing, sales, service, and commerce.

Key Features:
- Case Management
- Knowledge Management
- Salesforce Mobile App

[Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1738 |

#### Ticket and Case Management

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.5 (1217 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.4 (1229 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.4 (1281 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.3 (1188 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.1 (986 reviews) | 
| **Attachments/Screencasts** | Not enough data | 7.9 (1170 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.3 (1158 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.6 (1076 reviews) ✓ Verified | 

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (182 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (181 reviews) | 

#### Agentic AI - Help Desk

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.7 (81 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (68 reviews) | 
| **Proactive Assistance** | Not enough data | 8.5 (72 reviews) | 

#### Communication Channels

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.4 (1028 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.6 (1217 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.2 (865 reviews) | 
| **Social Integration** | Not enough data | 8.0 (811 reviews) ✓ Verified | 
| **Voice** | Not enough data | 8.1 (771 reviews) | 

#### Platform

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.8 (560 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.3 (826 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.6 (706 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.3 (651 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.2 (1167 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.3 (1185 reviews) ✓ Verified | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Dialing Options

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Preview Dialing** | Not enough data | Not enough data | 
| **Progressive Dialing** | Not enough data | Not enough data | 
| **Predictive Dialing** | Not enough data | Not enough data | 

#### Agent Tools

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | Not enough data | 
| **Callback Scheduling ** | Not enough data | Not enough data | 
| **Call Recording ** | Not enough data | Not enough data | 

#### Automation

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | Not enough data | 
| **Interactive Voice Response (IVR)** | Not enough data | Not enough data | 
| **Call Scrubbing** | Not enough data | Not enough data | 

#### Agentic AI - Auto Dialer

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |

#### Administration

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Database Management ** | Not enough data | 8.8 (232 reviews) | 
| **Data Workflows** | Not enough data | 8.8 (231 reviews) | 
| **Issue Management** | Not enough data | 8.7 (229 reviews) | 

#### Knowledge Management

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.8 (226 reviews) | 
| **Publishing Workflows** | Not enough data | 8.6 (215 reviews) | 
| **Analytics** | Not enough data | 8.5 (214 reviews) | 

#### Compliance

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.7 (231 reviews) | 
| **Data Governance** | Not enough data | 8.7 (229 reviews) | 
| **Compliance** | Not enough data | 8.6 (229 reviews) | 
| **Auditing** | Not enough data | 8.6 (226 reviews) | 

#### Customer Support

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.2 (214 reviews) | 
| **Suggestions** | Not enough data | 8.2 (208 reviews) | 
| **Decision Trees** | Not enough data | 8.0 (197 reviews) | 

#### Data Security

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.6 (220 reviews) | 
| **Data Transport** | Not enough data | 8.7 (222 reviews) | 
| **Access Management** | Not enough data | 9.0 (222 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 9.1 (223 reviews) | 

#### Administration

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Integrations** | Not enough data | 8.6 (215 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.9 (216 reviews) | 
| **Performance and Reliability** | Not enough data | 8.9 (221 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (152 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 138 |

#### Channels

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.6 (128 reviews) | 
| **Open Listening** | Not enough data | 8.4 (120 reviews) | 
| **Physical Media** | Feature Not Available | 7.6 (119 reviews) | 

#### Design

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 8.4 (119 reviews) | 
| **Create Content** | Not enough data | 8.0 (119 reviews) | 
| **Personalization** | Not enough data | 8.3 (122 reviews) | 
| **Inbound Identification** | Not enough data | 8.4 (121 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.5 (116 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (113 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (112 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 219 |

#### Usability

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.6 (205 reviews) | 
| **Supporting Documents** | Not enough data | 8.6 (208 reviews) | 
| **Two-Way Communication** | Not enough data | 8.7 (206 reviews) | 

#### Reporting

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.7 (206 reviews) | 
| **Trend Analysis** | Not enough data | 8.3 (199 reviews) | 
| **Performance Monitoring** | Not enough data | 8.6 (204 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (180 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (181 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |

#### Quality Assurance

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Evaluation** | Not enough data | 8.8 (72 reviews) | 
| **Calibration** | Not enough data | 8.7 (69 reviews) | 
| **Reports** | Not enough data | 8.7 (72 reviews) | 

#### Engagement

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Feedback** | Not enough data | 8.8 (70 reviews) | 
| **Dashboards** | Not enough data | 8.9 (70 reviews) | 
| **Training** | Not enough data | 8.7 (70 reviews) | 

#### Performance

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Integrations** | Not enough data | 8.7 (71 reviews) | 
| **Compliance** | Not enough data | 8.8 (71 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (61 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (62 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | 7.8/10 | 128 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |

#### Channels

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Voice** | 9.1 (102 reviews) ✓ Verified | 7.5 (277 reviews) | 
| **Social** | 6.9 (65 reviews) ✓ Verified | 7.4 (270 reviews) | 
| **Web Chat** | 7.4 (68 reviews) ✓ Verified | 7.9 (276 reviews) | 
| **Mobile SMS** | 7.8 (61 reviews) ✓ Verified | 7.4 (267 reviews) | 
| **Email** | 7.5 (63 reviews) ✓ Verified | 8.8 (283 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text-to-Speech** | 6.1 (34 reviews) | 7.0 (218 reviews) | 

#### Functions

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Session Routing** | 8.3 (98 reviews) ✓ Verified | 7.9 (271 reviews) | 
| **Session Queuing** | 8.6 (98 reviews) ✓ Verified | 8.0 (269 reviews) | 
| **Concurrent Calling** | 8.5 (89 reviews) ✓ Verified | 7.6 (259 reviews) | 
| **Speech Analytics** | 8.1 (73 reviews) ✓ Verified | 7.2 (256 reviews) | 
| **Auto Dialer** | 7.9 (69 reviews) | 7.2 (257 reviews) | 
| **IVR** | 8.6 (86 reviews) ✓ Verified | 7.2 (261 reviews) | 
| **Inbound Screen Pop** | 8.1 (84 reviews) | 7.7 (260 reviews) | 
| **Persistent Data** | 8.3 (77 reviews) ✓ Verified | 8.1 (263 reviews) | 

#### Agentic AI - Contact Center

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | 7.0 (5 reviews) | 9.3 (7 reviews) | 
| **Cross-system Integration** | 6.9 (6 reviews) | 9.6 (8 reviews) | 
| **Natural Language Interaction** | 6.1 (6 reviews) | 8.6 (7 reviews) | 
| **Proactive Assistance** | 5.8 (6 reviews) | 9.0 (7 reviews) | 

#### Administrative

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Session Summary Notes** | 8.0 (84 reviews) ✓ Verified | 7.9 (258 reviews) | 
| **Administrator Access** | 8.8 (94 reviews) ✓ Verified | 8.5 (261 reviews) | 
| **Reporting & Dashboards** | 8.4 (99 reviews) ✓ Verified | 8.6 (261 reviews) | 
| **Session Recording** | 8.8 (83 reviews) ✓ Verified | 7.7 (250 reviews) | 
| **Agent Scheduling and Assignment** | 8.0 (72 reviews) ✓ Verified | 7.7 (255 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Responses

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 | 47 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |

#### Workforce Management

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Agent Availability** | 7.8 (27 reviews) ✓ Verified | 7.9 (59 reviews) | 
| **Skills Management** | 7.4 (23 reviews) ✓ Verified | 7.9 (58 reviews) | 
| **Shift Scheduling** | 6.8 (17 reviews) ✓ Verified | 7.5 (58 reviews) | 
| **Agent Self-Service** | 6.6 (18 reviews) | 7.8 (57 reviews) | 
| **Mobile Access** | 7.6 (24 reviews) | 7.6 (57 reviews) | 

#### Administration

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Automation** | 7.5 (29 reviews) ✓ Verified | 8.3 (60 reviews) | 
| **Performance Analysis** | 7.9 (30 reviews) ✓ Verified | 8.3 (58 reviews) | 
| **Dashboards** | 8.3 (31 reviews) ✓ Verified | 8.4 (58 reviews) | 
| **Forecasting** | 6.8 (18 reviews) ✓ Verified | 7.7 (56 reviews) | 
| **Intraday Management** | 7.2 (23 reviews) ✓ Verified | 7.7 (56 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |

#### Conversational Platform

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Personalization** | Not enough data | 8.6 (105 reviews) | 
| **Omnichannel** | Not enough data | 8.7 (104 reviews) | 
| **Contextual Engagement** | Not enough data | 8.1 (101 reviews) | 
| **Proactive Engagement** | Not enough data | 8.3 (107 reviews) | 

#### Support Automation

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.2 (103 reviews) | 
| **Seamless Escalation** | Not enough data | 8.2 (101 reviews) | 
| **Transcripts** | Not enough data | 8.1 (103 reviews) | 
| **Self-Serve Support** | Not enough data | 8.0 (101 reviews) | 

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (97 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (96 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Messaging Channels

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Platform

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Omnichannel** | 7.7 (10 reviews) | Not enough data | 
| **Mobile Access** | 8.4 (15 reviews) | Not enough data | 
| **Queue Management** | 8.6 (14 reviews) | Not enough data | 
| **Call Routing** | 8.4 (16 reviews) | Not enough data | 
| **Call Back** | 8.2 (15 reviews) | Not enough data | 
| **IVR** | 8.8 (16 reviews) | Not enough data | 
| **Automatic Call Distribution** | 8.8 (13 reviews) | Not enough data | 

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text-to-Speech** | 6.1 (9 reviews) | Not enough data | 

#### Workforce Management

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Call Monitoring** | 8.7 (15 reviews) | Not enough data | 
| **Performance Evaluation** | 8.5 (13 reviews) | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Call Recording** | 9.4 (14 reviews) | Not enough data | 
| **Reporting & Dashboards** | 9.0 (15 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 184 |

#### Customer Support

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Text** | Not enough data | 8.4 (148 reviews) | 
| **Speech** | Not enough data | 8.0 (144 reviews) | 
| **Knowledge Base** | Not enough data | 8.2 (146 reviews) | 

#### Automation

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.3 (155 reviews) | 
| **Customization** | Not enough data | 8.2 (149 reviews) | 
| **Intelligent Routing** | Not enough data | 8.2 (152 reviews) | 

#### Artificial Intelligence

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Learning** | Not enough data | 7.6 (143 reviews) | 
| **Language** | Not enough data | 7.7 (140 reviews) | 
| **Conversational AI** | Not enough data | 7.5 (140 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1017 |

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (110 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (111 reviews) | 
| **AI Text-to-Speech** | Not enough data | 7.8 (110 reviews) | 

#### Communication

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.5 (313 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.6 (332 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.4 (279 reviews) ✓ Verified | 
| **In-App Messaging** | Not enough data | 8.5 (281 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 7.8 (162 reviews) | 

####  Internal Use

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Customization ** | Not enough data | 8.3 (826 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.3 (298 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.5 (290 reviews) ✓ Verified | 
| **Knowledge Base** | Not enough data | 8.4 (322 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.5 (293 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.7 (326 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.3 (128 reviews) | 

#### Self-Service Experience

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.6 (597 reviews) | 
| **Searchable Articles** | Not enough data | 8.3 (580 reviews) | 
| **Community Forums** | Not enough data | 8.3 (529 reviews) | 
| **Mobile Optimization** | Not enough data | 8.0 (216 reviews) | 
| **Personalization** | Not enough data | 8.4 (227 reviews) | 

#### Self-Service Platform

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Branding** | Not enough data | 8.4 (226 reviews) | 
| **Automation** | Not enough data | 8.6 (234 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.7 (204 reviews) | 
| **Integrations** | Not enough data | 8.5 (217 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.5 (8 reviews) | 
| **Multi-step Planning** | Not enough data | 8.5 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 8.9 (9 reviews) | 
| **Adaptive Learning** | Not enough data | 8.8 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.8 (8 reviews) | 
| **Proactive Assistance** | Not enough data | 8.8 (8 reviews) | 
| **Decision Making** | Not enough data | 8.8 (8 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (56 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (56 reviews) | 

#### Process

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Mentions** | Not enough data | 8.6 (246 reviews) | 
| **Tickets** | Not enough data | 8.6 (266 reviews) | 
| **Macros** | Not enough data | 8.3 (227 reviews) | 

#### Channels

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Email** | Not enough data | 8.8 (275 reviews) | 
| **Social** | Not enough data | 8.4 (250 reviews) | 
| **Live Chat** | Not enough data | 8.5 (233 reviews) | 
| **Phone** | Not enough data | 8.6 (234 reviews) | 
| **Text** | Not enough data | 8.6 (216 reviews) | 

#### Insight

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Surveys** | Not enough data | 8.6 (232 reviews) | 
| **Reporting** | Not enough data | 8.8 (267 reviews) | 
| **Visitor Activity** | Not enough data | 8.5 (206 reviews) | 
| **Help Desk** | Not enough data | 8.7 (254 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 91 |

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (81 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (82 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |

#### Generative AI

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | Feature Not Available | 

#### Survey Management

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | 8.7 (31 reviews) | 
| **Survey Deployment** | Not enough data | 8.3 (31 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (31 reviews) | 
| **Device Responsiveness** | Not enough data | 8.7 (31 reviews) | 

#### Process Management

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | 8.3 (31 reviews) | 
| **Trigger Alerts** | Not enough data | 8.4 (30 reviews) | 
| **Real-Time Analysis** | Not enough data | 8.7 (31 reviews) | 
| **Real-Time Action** | Not enough data | 8.6 (30 reviews) | 

#### System Management

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Security** | Not enough data | 9.0 (31 reviews) | 
| **System Monitoring** | Not enough data | 8.7 (30 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **8x8 Contact Center** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

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

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **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 (12):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [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), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Help Desk Software](https://www.g2.com/categories/help-desk), [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), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to 8x8 Contact Center (6):** [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Chatbots Software](https://www.g2.com/categories/chatbots)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (2):** [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | 8x8 Contact Center | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Small-Business** | 38.1% | 18.7% | 
| **Mid-Market** | 53.6% | 42.8% | 
| **Enterprise** | 8.4% | 38.5% | 

### By Industry

#### 8x8 Contact Center

- **Financial Services:** 11.3%
- **Information Technology and Services:** 7.8%
- **Hospital & Health Care:** 6.5%
- **Security and Investigations:** 5.2%
- **Insurance:** 5.2%
- **Computer Software:** 5.2%
- **Banking:** 5.2%
- **Consumer Services:** 3.5%
- **Real Estate:** 3.0%
- **Construction:** 1.7%
- **Other:** 45.2%

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.3%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

---
## 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 (621 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 (2533 reviews)
- [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1415 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1617 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1408 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) — 4.4/5 stars (4196 reviews)

### Alternatives to Agentforce Service (formerly Salesforce Service Cloud)

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (468 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7772 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3886 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 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,..."

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
  > **Top comment:** "In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking..."
- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/8x8-contact-center-vs-agentforce-service-formerly-salesforce-service-cloud)