What users are saying about
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101 Ratings
4 Ratings

8x8 Contact Center

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101 Ratings
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Score 7.8 out of 100
4 Ratings
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Score 8 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

VirtualPBX

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).
Jody Thomas | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.2
VirtualPBX
Agent dashboard
8x8 Contact Center
7.7
VirtualPBX
Validate callers
8x8 Contact Center
8.1
VirtualPBX
Outbound response
8x8 Contact Center
7.5
VirtualPBX
Call forwarding
8x8 Contact Center
8.2
VirtualPBX
Click-to-call (CTC)
8x8 Contact Center
6.9
VirtualPBX
Warm transfer
8x8 Contact Center
8.1
VirtualPBX
Predictive dialing
8x8 Contact Center
6.5
VirtualPBX
Interactive voice response
8x8 Contact Center
8.2
VirtualPBX
REST APIs
8x8 Contact Center
5.3
VirtualPBX
Call scripts
8x8 Contact Center
8.0
VirtualPBX
Call tracking
8x8 Contact Center
7.7
VirtualPBX
Multichannel integration
8x8 Contact Center
6.3
VirtualPBX
CRM software integration
8x8 Contact Center
5.6
VirtualPBX

Workforce Optimization (WFO)

8x8 Contact Center
8.0
VirtualPBX
Inbound call routing
8x8 Contact Center
8.4
VirtualPBX
Omnichannel inbound routing
8x8 Contact Center
7.7
VirtualPBX
Recording
8x8 Contact Center
8.3
VirtualPBX
Quality management
8x8 Contact Center
7.7
VirtualPBX
Call analytics
8x8 Contact Center
8.1
VirtualPBX
Historical reporting
8x8 Contact Center
7.2
VirtualPBX
Live reporting
8x8 Contact Center
9.0
VirtualPBX
Customer surveys
8x8 Contact Center
7.7
VirtualPBX

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

VirtualPBX

  • Ease of deployment
  • Common management thru common virtual management tools
  • Ease to maintain
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

VirtualPBX

  • Integration with web conferencing service
  • Voice to text translation for VM
  • Mobile application for voice mail and configuration changes
Jody Thomas | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

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 7.9
Based on 14 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

VirtualPBX

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 48 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

VirtualPBX

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | 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

Return on Investment

8x8 Contact Center

  • Transitioning to the 8x8 system from our old hybrid PBX system isn't slated to save us money directly since the systems cost about the same per month. Where we expect to get ROI is the expanded functionality, like post-call surveys & CRM integration, and also from the prospect of removing redundant services like GTM as the X2 license seat for 8x8 includes a 100-attendee video meeting room for each user with a license.
Eric Payne | TrustRadius Reviewer

VirtualPBX

  • Faster ROI
  • Lower maintenance costs
  • Common processes (less training)
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

VirtualPBX

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
VirtualPBX
9.0

Likelihood to Renew

8x8 Contact Center
VirtualPBX
10.0

Usability

8x8 Contact Center
7.9
VirtualPBX

Support Rating

8x8 Contact Center
7.0
VirtualPBX

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