8x8 Contact Center vs VirtualPBX

What users are saying about

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Score 7.7 out of 10

Based on 178 reviews and ratings

Get a Quote

Score 8.7 out of 10

Based on 6 reviews and ratings

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

8x8 Contact Center

79%

84 Ratings

10.0

VirtualPBX

100%

3 Ratings

8x8 Contact Center

91%

1 Rating

10.0

VirtualPBX

100%

1 Rating

8x8 Contact Center

81%

16 Ratings

VirtualPBX

N/A

0 Ratings

8x8 Contact Center

64%

73 Ratings

VirtualPBX

N/A

0 Ratings

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

Pros

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.

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Gary Savage

Full Stack Engineer

AMS Construction PartsConstruction, 51-200 employees

View all 84 answers on this topic

Customizable auto attendant
Reliability
Personalized phone conferencing

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Jody Thomas

President

Kramer Electronics USManagement Consulting, 1-10 employees

View all 3 answers on this topic

Cons

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.

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Verified User

Technician in Information Technology

Marketing & Advertising Company, 51-200 employees

View all 84 answers on this topic

Integration of the application and virtual management features in that area such as High Availability

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Verified User

Engineer in Engineering

Telecommunications Company, 10,001+ employees

View all 3 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

8x8 Contact Center Editions & Modules

—

Additional Pricing Details

—

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

per user, per month
per month (unlimited users)

Additional Pricing Details

—

Likelihood to Renew

8x8 Contact Center 9.1

Based on 1 answer

No answer on this topic is available.

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

View all 1 answers on this topic

Usability

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!!

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Kelly Disera

Call Center Manager

AUS UrologyHospital & Health Care, 51-200 employees

View all 16 answers on this topic

No score

No answers yet

No answers on this topic

Support Rating

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.

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Chris Nguyen

Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

View all 73 answers on this topic

No score

No answers yet

No answers on this topic

Implementation Rating

8x8 Contact Center 9.1

Based on 1 answer

It was extremely easy

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Amye Roberson

Director of Customer Experience

CingoConsumer Services, 51-200 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Chris Bugg

Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

View all 84 answers on this topic

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

View all 3 answers on this topic

Contract Terms and Pricing Model

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.

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Keith Simpson

VP Business Development

MSP NetworkTelecommunications, 1-10 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

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

View all 84 answers on this topic

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

Richard Jassel

Maintenance Team Manager

Eastman Chemical CompanyChemicals, 10,001+ employees

View all 3 answers on this topic

8x8 Contact Center

VirtualPBX

8x8 Contact Center

VirtualPBX

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

VirtualPBX

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

8x8 Contact Center

VirtualPBX

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

8x8 Contact Center

VirtualPBX

Answering rules

Call recording

Call park

Call screening

Message alerts

8x8 Contact Center

VirtualPBX

Video conferencing

Audio conferencing

Video screen sharing

Instant messaging

8x8 Contact Center

VirtualPBX

Mobile app for iOS

Mobile app for Android

8x8 Contact Center

VirtualPBX

8x8 Contact Center

VirtualPBX

8x8 Contact Center

VirtualPBX

8x8 Contact Center

VirtualPBX

8x8 Contact Center

VirtualPBX

8x8 Contact Center

VirtualPBX

Likelihood to Recommend

8x8 Contact Center

VirtualPBX

Pros

8x8 Contact Center

VirtualPBX

Cons

8x8 Contact Center

VirtualPBX

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

8x8 Contact Center Editions & Modules