8x8 Contact Center vs VirtualPBX

Likelihood to Recommend

In general I would describe 8x8 VCC as functional. Everything works but requires more effort than expected. One important thing to note is that we utilize both the 8x8 VCC and the 8x8 Soft phone. I definitely recommend exploring a different soft phone. I definitely recommend finding a different virtual phone solution.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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I wouldn't recommend it for use with SIP extensions or over 10 users. SIP is too unreliable (not Virtual PBX's fault) and [for] over 10 users it gets too expensive for a small office or home office (SOHO).

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Jody Thomas

President

Kramer Electronics USManagement Consulting, 1-10 employees

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Feature Rating Comparison

8x8 Contact Center

7.8

VirtualPBX

—

Agent dashboard

7.5

—

Validate callers

7.6

—

Outbound response

7.7

—

Call forwarding

7.6

—

Click-to-call (CTC)

7.7

—

Warm transfer

7.6

—

Predictive dialing

7.0

—

Interactive voice response

7.1

—

REST APIs

8.2

—

Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

7.9

VirtualPBX

—

Inbound call routing

8.6

—

Omnichannel inbound routing

7.7

—

Recording

8.2

—

Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

Pros

Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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Customizable auto attendant
Reliability
Personalized phone conferencing

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Jody Thomas

President

Kramer Electronics USManagement Consulting, 1-10 employees

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Cons

Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users.
Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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Integration with web conferencing service
Voice to text translation for VM
Mobile application for voice mail and configuration changes

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Jody Thomas

President

Kramer Electronics USManagement Consulting, 1-10 employees

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Likelihood to Renew

No score

No answers yet

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VirtualPBX 10.0

Based on 1 answer

Once it works and has retain ROI.....keep it going

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Verified User

Engineer in Engineering

Telecommunications Company, 10,001+ employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Alternatives Considered

Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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

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Jody Thomas

President

Kramer Electronics USManagement Consulting, 1-10 employees

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Return on Investment

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Professional appearance to customers
Simple solution for voice conferencing

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Jody Thomas

President

Kramer Electronics USManagement Consulting, 1-10 employees

View all 2 answers on this topic

Likelihood to Recommend