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85 Ratings
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286 Ratings

8x8 Contact Center

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85 Ratings
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Score 7.5 out of 100

8x8 X Series (Formerly Virtual Office)

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286 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is well suited for any small or mid-sized business. I cannot attest to how it would fare in a large operation. There are some quirks with retrieving voicemails. There seem to be a lot of redundancies (e.g. push X to listen to your messages, then press Y to select this group, then press X to listen to your messages). Seems like too many steps to me.
Anonymous | TrustRadius Reviewer

8x8 X Series (Formerly Virtual Office)

Any business that has workers in multiple locations or workers who are based out for the office for significant periods of time will really benefit from the 8x8 cloud-based system. Your direct line follows you around, but because of the Virtual Attendant, office hours and out of hours can be configured so that you only receive calls when you're "at work."
Andrew Steven | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.5
8x8 X Series (Formerly Virtual Office)
Agent dashboard
8x8 Contact Center
7.2
8x8 X Series (Formerly Virtual Office)
Validate callers
8x8 Contact Center
7.7
8x8 X Series (Formerly Virtual Office)
Outbound response
8x8 Contact Center
6.8
8x8 X Series (Formerly Virtual Office)
Call forwarding
8x8 Contact Center
7.7
8x8 X Series (Formerly Virtual Office)
Click-to-call (CTC)
8x8 Contact Center
6.7
8x8 X Series (Formerly Virtual Office)
Warm transfer
8x8 Contact Center
7.6
8x8 X Series (Formerly Virtual Office)
Predictive dialing
8x8 Contact Center
5.7
8x8 X Series (Formerly Virtual Office)
Interactive voice response
8x8 Contact Center
6.5
8x8 X Series (Formerly Virtual Office)
REST APIs
8x8 Contact Center
5.2
8x8 X Series (Formerly Virtual Office)
Call scripts
8x8 Contact Center
5.7
8x8 X Series (Formerly Virtual Office)
Call tracking
8x8 Contact Center
7.3
8x8 X Series (Formerly Virtual Office)
Multichannel integration
8x8 Contact Center
5.7
8x8 X Series (Formerly Virtual Office)
CRM software integration
8x8 Contact Center
5.1
8x8 X Series (Formerly Virtual Office)

Workforce Optimization (WFO)

8x8 Contact Center
7.6
8x8 X Series (Formerly Virtual Office)
Inbound call routing
8x8 Contact Center
8.1
8x8 X Series (Formerly Virtual Office)
Omnichannel inbound routing
8x8 Contact Center
7.5
8x8 X Series (Formerly Virtual Office)
Recording
8x8 Contact Center
7.9
8x8 X Series (Formerly Virtual Office)
Quality management
8x8 Contact Center
7.1
8x8 X Series (Formerly Virtual Office)
Call analytics
8x8 Contact Center
7.6
8x8 X Series (Formerly Virtual Office)
Historical reporting
8x8 Contact Center
6.4
8x8 X Series (Formerly Virtual Office)
Live reporting
8x8 Contact Center
9.0
8x8 X Series (Formerly Virtual Office)
Customer surveys
8x8 Contact Center
7.3
8x8 X Series (Formerly Virtual Office)

Cloud PBX

8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.1
Hosted PBX
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
6.1
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.7
User templates
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
6.9
Call reports
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
6.9
Directory of employee names
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.7

Call Management

8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.6
Answering rules
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.3
Call recording
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.8
Call park
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.4
Call screening
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.3
Message alerts
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
8.0

VoIP system collaboration

8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.2
Video conferencing
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
6.9
Audio conferencing
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.7
Video screen sharing
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
6.8
Instant messaging
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.6

Mobile apps

8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
6.3
Mobile app for iOS
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.1
Mobile app for Android
8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
5.4

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

8x8 X Series (Formerly Virtual Office)

  • Conference call feature is great. We have created multiple conference bridges, we even have one tied to our virtual attendant.
  • We like the flexibility of the auto attendant and being able to have more than one profile saved that we can change as needed
  • Having Virtual office was especially great when hurricane Irma came through last year and our office had no power, it allowed us to continue to operate from our cell phones without the customer realizing there was anything different.
Robbie Mancl | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The Contact Center is not directly integrated with the Work (Virtual Office) system. Essentially the Contact Center forwards the calls to the Work extension for each Support rep. Then the call is actually answered from the Work app. This has caused some confusion and learning curves for the Support team as they need to use 2 systems\applications when doing all calls from the soft-phone interfaces. Getting Contact Center directly integrated with the Work app would increase ease of use dramatically.
Eric Payne | TrustRadius Reviewer

8x8 X Series (Formerly Virtual Office)

  • At times call quality with callers outside the 8x8 system at times is poor.
  • Voicemail boxes are not very large, and can fill quickly.
  • A means to mark all received faxes at one time as read within Virtual Office would be nice.
Christopher Alcumbrack | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.6
Based on 8 answers
We've had an excellent experience with 8x8 Virtual Office. We have downtime very rarely and the service provided by all reps is excellent. The little quirks that I've mentioned as cons are minor inconveniences but I prefer working like that than hosting our own PBX.
Daniel Herrera | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 7.5
Based on 6 answers
I gave it an 8 only because in order to use the Call Center system, you need to use another application first. Otherwise your calls won't actually come through or go out. If it weren't for this small detail, I would have rated it a 10. This definitely isn't a deal breaker for me just something that won't allow me to give it a perfect 10. Everything else is great though.
Anonymous | TrustRadius Reviewer

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.7
Based on 13 answers
I have found both the use, and administration of 8x8 to be very straight forward. After a brief period of familiarization all of my users have found the use of the system quite simple. The system is scalable in some regards as it allows for simple use, or more broad usage of features. You can simply have a desk phone, and use the system like a simple phone. Or you can use the Virtual Office program and app to use all of the features offered.
Christopher Alcumbrack | TrustRadius Reviewer

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.8
Based on 2 answers
In the time I have used 8x8 Virtual Office, the core system has been up and running almost flawlessly though we do have a slight performance degradation from time to time as is expected of cloud software. The one recurring issue for us is that the fax connection is not always functional for outbound messages. We usually have to retry three or four times to get the fax to connect reliably to the destination machine. Once connected, it's smooth sailing.
Daniel Herrera | TrustRadius Reviewer

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.6
Based on 2 answers
None of the features that are available slow down the application. The reports (even the ones with hundreds of records) complete very quickly and the web interface as well as the mobile application never struggle to load or complete a task. The analytics will sometimes take some time to reflect the online status of users but it is to be expected due to connection speeds.
Daniel Herrera | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 7.5
Based on 40 answers
8x8 is a critical part of our business and when there have been issues, which fortunately is not often, it has been difficult to get an 8x8 support agent with the knowledge to solve our issue on the phone quickly. We expect the immediacy of phone support, not the tedium of slow to be responded to support by email.
Jeffrey Bryan | TrustRadius Reviewer

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 5.7
Based on 104 answers
Very easy to use. In this day of age, finding a company with a great product, competitive pricing and top ofthe line customer service is hard to do. We found it with 8x8 and look forward to using it for many years to come.We also will be happy to recommend it to anyone else who is looking for suggestions.
Tim Layton | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.3
Based on 4 answers
This was already in place before I joined the organization but given that we're still satisfied with it, I would say that the implementation was a success across the board.
Daniel Herrera | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

RingCentral vs 8x8 - I specifically used RingCentral for two years before switching to 8x8. RingCentral has constant connection issues, call routing fails, and Queue call interruptions. We found callers were not getting through to us at all and were being sent to voicemail or had long wait times while our team was not even being notified there was a call in the Queue. Their customer service was a waste of time and you'd be better attempting to resolve the issue yourself than wait on the phone with a representative, just for them to transfer you to another representative and explain the situation again. Mitel - I reviewed Mitel and 8x8 when we decided to leave 8x8. Mitel was a very close runner up. The deciding factor was we had had conversations with 8x8 in the previous year and the impression the representative made with us was long-standing.
Anonymous | TrustRadius Reviewer

8x8 X Series (Formerly Virtual Office)

If I had a choice to pick otherwise, I would. I came into the company when they already had 8x8 and it is such an issue. The fact that you have to have the VO AND the VCC open at the same time, llike why? I would definitely not choose them over quite a few companies.
Josh Kim | TrustRadius Reviewer

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.3
Based on 2 answers
We've had periods where our organization has grown a considerable amount and we have had no issues in scaling our communications with 8x8. The number of possible extensions that we can use is far more than we expect to go through in a very long time. The only complaint that I have is a very minor inconvenience for me where I have to download activation codes for each phone. I would prefer to have the phones automatically activated as soon as they are plugged in.
Daniel Herrera | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • It is hard to say how 8x8 has directly influenced our ROI, but the convenience of transferring customer phone calls to their appropriate salesperson (for both our customers and our salespeople) has been huge.
  • It is also really handy/saves us time to dial an extension directly.
Molly Moore | TrustRadius Reviewer

8x8 X Series (Formerly Virtual Office)

  • We were able to use desk phones we already had minimizing the initial investment.
  • It allowed us to transition to remote work seamlessly when the need arose.
  • Users required less training because the features were similar to other commonly used phone systems.
Bret Miller | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

8x8 X Series (Formerly Virtual Office)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.8
8x8 X Series (Formerly Virtual Office)
7.0

Likelihood to Renew

8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
6.6

Usability

8x8 Contact Center
7.5
8x8 X Series (Formerly Virtual Office)
7.7

Reliability and Availability

8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.8

Performance

8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.6

Support Rating

8x8 Contact Center
7.5
8x8 X Series (Formerly Virtual Office)
5.7

Implementation Rating

8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
8.3

Scalability

8x8 Contact Center
8x8 X Series (Formerly Virtual Office)
7.3

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