8x8 Virtual Office Enterprise Suite

11 Ratings
Score 7.7 out of 101

NICE inContact CXone

Top Rated
16 Ratings
Score 8.4 out of 101

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Likelihood to Recommend

8x8 Virtual Office Enterprise Suite

Some of the best scenarios are working remotely. It really allows you to get everything you need out of an office phone right from your computer/cell without any need for hardware. It's not great when you've already plugged in a dialer of some sort, or software like Outreach.io that has some overlap in features (click to dial, especially).

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.

Feature Rating Comparison

Cloud PBX

8x8 Virtual Office Enterprise Suite
8.4
NICE inContact CXone
Hosted PBX
8x8 Virtual Office Enterprise Suite
8.0
NICE inContact CXone
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office Enterprise Suite
8.0
NICE inContact CXone
User templates
8x8 Virtual Office Enterprise Suite
7.0
NICE inContact CXone
Call reports
8x8 Virtual Office Enterprise Suite
9.0
NICE inContact CXone
Directory of employee names
8x8 Virtual Office Enterprise Suite
10.0
NICE inContact CXone

Call Management

8x8 Virtual Office Enterprise Suite
8.4
NICE inContact CXone
Answering rules
8x8 Virtual Office Enterprise Suite
6.0
NICE inContact CXone
Call recording
8x8 Virtual Office Enterprise Suite
7.0
NICE inContact CXone
Call park
8x8 Virtual Office Enterprise Suite
9.0
NICE inContact CXone
Call screening
8x8 Virtual Office Enterprise Suite
10.0
NICE inContact CXone
Message alerts
8x8 Virtual Office Enterprise Suite
10.0
NICE inContact CXone

Pros

  • Managing VM
  • Caller ID
  • Virtual TXT
  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.

Cons

  • Integration with Insidesales/Salesforce/Outreach/etc.
  • RAM usage could be lower
  • Cross platform?
  • The UI for the agent is a bit dated, especially with the Salesforce agent.
  • They don't seem to have enough UX testing done before releases and have great opportunity to improve and listen to user feedback.
  • User feedback opportunity is limited. There is nowhere visible really to submit feedback that gets tracked. The process is opaque.

Likelihood to Renew

No score
No answers yet
No answers on this topic
NICE inContact CXone5.7
Based on 8 answers
Our group decided not to work with Attensity.

Usability

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
For the average user - it does what it says it will.

Support

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
They are responsive and helpful.

Implementation

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.

Alternatives Considered

I had no control over this but we are using 8x8 virtual office enterprise suite to get some of the functionality, mostly click to dial and contact handling. It's not exactly a competitor, but if you're looking for an easy way to utilize your company phone system remotely, I've had a great experience, including working from home for an entire month on it.
We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.

Return on Investment

  • I've reached more leads and contacts than before because I can text to set appointments
  • Increased employee efficiency
  • Increase in number of opportunities identified
  • Helps understand our customer voice

Pricing Details

8x8 Virtual Office Enterprise Suite

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

NICE inContact CXone

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