What users are saying about
4 Ratings
17 Ratings
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Score 7.5 out of 101
4 Ratings
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Score 8 out of 101

Likelihood to Recommend

8x8 Contact Center

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.
No photo available

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 profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
VirtualPBX
Agent dashboard
8x8 Contact Center
7.5
VirtualPBX
Validate callers
8x8 Contact Center
7.6
VirtualPBX
Outbound response
8x8 Contact Center
7.7
VirtualPBX
Call forwarding
8x8 Contact Center
7.6
VirtualPBX
Click-to-call (CTC)
8x8 Contact Center
7.7
VirtualPBX
Warm transfer
8x8 Contact Center
7.6
VirtualPBX
Predictive dialing
8x8 Contact Center
7.0
VirtualPBX
Interactive voice response
8x8 Contact Center
7.1
VirtualPBX
REST APIs
8x8 Contact Center
8.2
VirtualPBX
Call scripts
8x8 Contact Center
7.2
VirtualPBX
Call tracking
8x8 Contact Center
8.5
VirtualPBX
Multichannel integration
8x8 Contact Center
9.1
VirtualPBX
CRM software integration
8x8 Contact Center
8.5
VirtualPBX

Workforce Optimization (WFO)

8x8 Contact Center
7.9
VirtualPBX
Inbound call routing
8x8 Contact Center
8.6
VirtualPBX
Omnichannel inbound routing
8x8 Contact Center
7.7
VirtualPBX
Recording
8x8 Contact Center
8.2
VirtualPBX
Quality management
8x8 Contact Center
8.5
VirtualPBX
Call analytics
8x8 Contact Center
7.8
VirtualPBX
Historical reporting
8x8 Contact Center
7.8
VirtualPBX
Live reporting
8x8 Contact Center
9.0
VirtualPBX
Customer surveys
8x8 Contact Center
5.5
VirtualPBX

Pros

8x8 Contact Center

  • 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.
No photo available

VirtualPBX

  • Customizable auto attendant
  • Reliability
  • Personalized phone conferencing
Jody Thomas profile photo

Cons

8x8 Contact Center

  • 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.
No photo available

VirtualPBX

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

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
No photo available

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

VirtualPBX

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

VirtualPBX

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

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.
No photo available

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 profile photo

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 profile photo

VirtualPBX

  • Professional appearance to customers
  • Simple solution for voice conferencing
Jody Thomas profile photo

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

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