What users are saying about
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Top Rated
178 Ratings
6 Ratings

8x8 Contact Center

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Top Rated
178 Ratings
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Score 7.7 out of 100
6 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Contact Center Software

    7.4

    8x8 Contact Center

    74%

    VirtualPBX

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.0
    80%
    69 Ratings
    N/A
    0 Ratings

    Validate callers

    7.0
    70%
    62 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    59 Ratings
    N/A
    0 Ratings

    Call forwarding

    7.8
    78%
    77 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    6.6
    66%
    41 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.3
    83%
    71 Ratings
    N/A
    0 Ratings

    Predictive dialing

    6.6
    66%
    28 Ratings
    N/A
    0 Ratings

    Interactive voice response

    7.6
    76%
    41 Ratings
    N/A
    0 Ratings

    REST APIs

    7.2
    72%
    25 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    40 Ratings
    N/A
    0 Ratings

    Call tracking

    6.9
    69%
    67 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.4
    84%
    37 Ratings
    N/A
    0 Ratings

    CRM software integration

    6.2
    62%
    36 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.2

    8x8 Contact Center

    82%

    VirtualPBX

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 8/8 features

    Inbound call routing

    8.6
    86%
    64 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.1
    91%
    32 Ratings
    N/A
    0 Ratings

    Recording

    8.1
    81%
    62 Ratings
    N/A
    0 Ratings

    Quality management

    7.3
    73%
    60 Ratings
    N/A
    0 Ratings

    Call analytics

    7.8
    78%
    63 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    57 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    7.6
    76%
    27 Ratings
    N/A
    0 Ratings

    Cloud PBX

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    9.4

    VirtualPBX

    94%
    VirtualPBX ranks higher in 5/5 features

    Hosted PBX

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    User templates

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Call reports

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Directory of employee names

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Call Management

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    9.4

    VirtualPBX

    94%
    VirtualPBX ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Call recording

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Call park

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Call screening

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Message alerts

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    VoIP system collaboration

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    9.8

    VirtualPBX

    98%
    VirtualPBX ranks higher in 4/4 features

    Video conferencing

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Audio conferencing

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Video screen sharing

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Instant messaging

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Mobile apps

    8x8 Contact Center

    Feature Set Not Supported
    N/A
    9.0

    VirtualPBX

    90%
    VirtualPBX ranks higher in 2/2 features

    Mobile app for iOS

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Mobile app for Android

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Attribute Ratings

    • VirtualPBX is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

    Likelihood to Recommend

    7.9

    8x8 Contact Center

    79%
    84 Ratings
    10.0

    VirtualPBX

    100%
    3 Ratings

    Likelihood to Renew

    9.1

    8x8 Contact Center

    91%
    1 Rating
    10.0

    VirtualPBX

    100%
    1 Rating

    Usability

    8.1

    8x8 Contact Center

    81%
    16 Ratings

    VirtualPBX

    N/A
    0 Ratings

    Support Rating

    6.4

    8x8 Contact Center

    64%
    73 Ratings

    VirtualPBX

    N/A
    0 Ratings

    Implementation Rating

    9.1

    8x8 Contact Center

    91%
    1 Rating

    VirtualPBX

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    7.3

    8x8 Contact Center

    73%
    1 Rating

    VirtualPBX

    N/A
    0 Ratings

    Likelihood to Recommend

    8x8 Contact Center

    8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
    Amye Roberson | TrustRadius Reviewer

    VirtualPBX

    We consider that it is a very complete internet call software that is worth having in all companies that want to increase their sales through customer service agents because, with all its tools, agents improve their workday by day.
    Richard Jassel | TrustRadius Reviewer

    Pros

    8x8 Contact Center

    • Tracks all inbound and outbound calls from our organization.
    • Gives us the ability to record and review calls.
    • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
    Gary Savage | TrustRadius Reviewer

    VirtualPBX

    • Customizable auto attendant
    • Reliability
    • Personalized phone conferencing
    Jody Thomas | TrustRadius Reviewer

    Cons

    8x8 Contact Center

    • Post-sale support through the online ticket system is painfully slow.
    • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
    • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
    Anonymous | TrustRadius Reviewer

    VirtualPBX

    • Integration of the application and virtual management features in that area such as High Availability
    Anonymous | TrustRadius Reviewer

    Pricing Details

    8x8 Contact Center

    General

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

    Starting Price

    8x8 Contact Center Editions & Modules

    Additional Pricing Details

    VirtualPBX

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    Optional

    Starting Price

    $14.99 per month

    VirtualPBX Editions & Modules

    Edition
    Flex$14.991
    Essentials$19.991
    Advanced$24.991
    Enterprise$36.991
    300 Minutes$29.992
    500 Minutes$39.992
    1000 Minutes$49.992
    1. per user, per month
    2. per month (unlimited users)
    Additional Pricing Details

    Likelihood to Renew

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 1 answer
    No answer on this topic is available.

    VirtualPBX

    VirtualPBX 10.0
    Based on 1 answer
    Once it works and has retain ROI.....keep it going
    Anonymous | TrustRadius Reviewer

    Usability

    8x8 Contact Center

    8x8 Contact Center 8.1
    Based on 16 answers
    The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
    Kelly Disera | TrustRadius Reviewer

    VirtualPBX

    No score
    No answers yet
    No answers on this topic

    Support Rating

    8x8 Contact Center

    8x8 Contact Center 6.4
    Based on 73 answers
    The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
    Chris Nguyen | TrustRadius Reviewer

    VirtualPBX

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 1 answer
    It was extremely easy
    Amye Roberson | TrustRadius Reviewer

    VirtualPBX

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    8x8 Contact Center

    Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
    Chris Bugg | TrustRadius Reviewer

    VirtualPBX

    Auto attendant and voice conference capabilities are a good value for SOHO users that need to make a positive impression upon their customers.
    Jody Thomas | TrustRadius Reviewer

    Contract Terms and Pricing Model

    8x8 Contact Center

    8x8 Contact Center 7.3
    Based on 1 answer
    It is pretty much "Par for the course" with the options out there with other vendors.
    Keith Simpson | TrustRadius Reviewer

    VirtualPBX

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    8x8 Contact Center

    • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
    • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
    Michael Furman | TrustRadius Reviewer

    VirtualPBX

    • We have been able to improve greatly with this software, our communications and interactions with customers improved, and agent performance and productivity improved, which translates into higher profits for the company. It is easy to use this program, so it did not take us long to adapt to it and its functions.
    Richard Jassel | TrustRadius Reviewer

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