8x8 Contact Center vs. VirtualPBX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.5 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
VirtualPBX
Score 8.8 out of 10
N/A
VirtualPBX is a VoIP solution that in addition to VoIP offers analog, smartphone, WebRTC, SIP Trunking & native calling options. It can also be used as a virtual contact center or virtual office solution.
$12
per month
Pricing
8x8 Contact CenterVirtualPBX
Editions & Modules
No answers on this topic
Starter
$12.00
per month per user
Flex
$19.00
per month per user
Pro
$29.00
per month per user
Premier
$39.00
per month per user
Offerings
Pricing Offerings
8x8 Contact CenterVirtualPBX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsDiscount available for annual pricing.
More Pricing Information
Features
8x8 Contact CenterVirtualPBX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.4
147 Ratings
26% below category average
VirtualPBX
-
Ratings
Agent dashboard6.9131 Ratings00 Ratings
Validate callers6.5117 Ratings00 Ratings
Outbound response6.3116 Ratings00 Ratings
Call forwarding6.6133 Ratings00 Ratings
Click-to-call (CTC)5.388 Ratings00 Ratings
Warm transfer7.3128 Ratings00 Ratings
Predictive dialing7.955 Ratings00 Ratings
Interactive voice response5.981 Ratings00 Ratings
REST APIs6.750 Ratings00 Ratings
Call scripts7.278 Ratings00 Ratings
Call tracking6.6129 Ratings00 Ratings
Multichannel integration4.175 Ratings00 Ratings
CRM software integration6.069 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.0
136 Ratings
16% below category average
VirtualPBX
-
Ratings
Inbound call routing7.8123 Ratings00 Ratings
Omnichannel inbound routing7.371 Ratings00 Ratings
Recording7.6121 Ratings00 Ratings
Quality management7.1120 Ratings00 Ratings
Call analytics6.3122 Ratings00 Ratings
Historical reporting5.6113 Ratings00 Ratings
Live reporting7.615 Ratings00 Ratings
Customer surveys6.165 Ratings00 Ratings
Customer interaction analytics8.010 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
8x8 Contact Center
-
Ratings
VirtualPBX
9.4
1 Ratings
16% above category average
Hosted PBX00 Ratings9.01 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.01 Ratings
User templates00 Ratings10.01 Ratings
Call reports00 Ratings9.01 Ratings
Directory of employee names00 Ratings10.01 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
8x8 Contact Center
-
Ratings
VirtualPBX
9.4
1 Ratings
11% above category average
Answering rules00 Ratings10.01 Ratings
Call recording00 Ratings10.01 Ratings
Call park00 Ratings9.01 Ratings
Call screening00 Ratings9.01 Ratings
Message alerts00 Ratings9.01 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
8x8 Contact Center
-
Ratings
VirtualPBX
9.8
1 Ratings
21% above category average
Video conferencing00 Ratings10.01 Ratings
Audio conferencing00 Ratings10.01 Ratings
Video screen sharing00 Ratings9.01 Ratings
Instant messaging00 Ratings10.01 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
8x8 Contact Center
-
Ratings
VirtualPBX
9.0
1 Ratings
11% above category average
Mobile app for iOS00 Ratings9.01 Ratings
Mobile app for Android00 Ratings9.01 Ratings
Best Alternatives
8x8 Contact CenterVirtualPBX
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterVirtualPBX
Likelihood to Recommend
7.0
(151 ratings)
10.0
(3 ratings)
Likelihood to Renew
6.1
(8 ratings)
10.0
(1 ratings)
Usability
7.7
(37 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
7.5
(53 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.9
(5 ratings)
-
(0 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
8x8 Contact CenterVirtualPBX
Likelihood to Recommend
8x8, Inc.
The functionality of 8x8 is great. The only challenges we have faced are tied to outages of the platform and preventing callers from reaching the business. As 8x8 has worked with us, they have responded extremely well to patterns we were experiencing and made the necessary adjustments to stabilize the platform, which has been fantastic—our Account Reps. We were key to this effort, and it will be in 8x8's best interest to continue hiring, training, and providing Account Reps. Who cares about the partnership as much as the client does?
Read full review
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.
Read full review
Pros
8x8, Inc.
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
Read full review
VirtualPBX
  • Customizable auto attendant
  • Reliability
  • Personalized phone conferencing
Read full review
Cons
8x8, Inc.
  • Overall support, being able to get ahold of someone faster/someone that is able to communicate with us easier in terms of language barriers. As well as following what is requested in the support ticket, for example, I submit tickets asking to communicate via email yet 9/10 times I get called to discuss my ticket or to get told to submit information that is already in the ticket... this has improved recently but still plenty of room for improvement.
  • Callback queues. Being able to view the overall queue & not allow duplicates of a callback. For example, someone calls in, requests a callback, then calls back in again & requests for another one or two or three, limiting them to just one callback in that queue.
  • Being able to see overall queues & the numbers in both the regular queues & callback queues would be helpful as well.
  • Being able to do away with 8x8 Contact Center work entirely. Integrating it into Teams is a good thing I saw 8x8 do fairly recently, but being able to use 8x8 Contact Center as the just web version would be a huge plus.
Read full review
VirtualPBX
  • Integration of the application and virtual management features in that area such as High Availability
Read full review
Likelihood to Renew
8x8, Inc.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
Read full review
VirtualPBX
Once it works and has retain ROI.....keep it going
Read full review
Usability
8x8, Inc.
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!!
Read full review
VirtualPBX
No answers on this topic
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
Read full review
VirtualPBX
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
Read full review
VirtualPBX
No answers on this topic
Support Rating
8x8, Inc.
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.
Read full review
VirtualPBX
No answers on this topic
In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
Read full review
VirtualPBX
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
Read full review
VirtualPBX
No answers on this topic
Implementation Rating
8x8, Inc.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
Read full review
VirtualPBX
No answers on this topic
Alternatives Considered
8x8, Inc.
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
Read full review
VirtualPBX
Auto attendant and voice conference capabilities are a good value for SOHO users that need to make a positive impression upon their customers.
Read full review
Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
Read full review
VirtualPBX
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
Read full review
VirtualPBX
No answers on this topic
Return on Investment
8x8, Inc.
  • It has eased the administrative burden on our IT department.
  • It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
  • It has enabled our remote customer service workforce to remain working through the COVID pandemic.
Read full review
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.
Read full review
ScreenShots