What users are saying about

8x8 Virtual Office

Top Rated
33 Ratings

NICE inContact CXone

Top Rated
17 Ratings

8x8 Virtual Office

Top Rated
33 Ratings
Score 7.6 out of 101

NICE inContact CXone

Top Rated
17 Ratings
Score 8.6 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Office

In a business environment where you want a phone setup with a number, or a virtual setup on a desktop, 8x8 is the way to go. The virtual app is really great! It has a Do Not Disturb (DND) mode for when you're busy and you can just use the computers config (mic and sound) to run it. Awesome!
No photo available

NICE inContact CXone

Your shop needs a large amount of data for Attensity to work sufficiently. Customer surveys should be tailored to fit the Attensity tool, and not the other way around. The tool also works best within the quality assurance and consumer packaging verticals, which produce high amounts of complaints. Understanding positive feedback through Attensity is also a challenge. It is most useful for filtering through complaints about your business
No photo available

Feature Rating Comparison

Cloud PBX

8x8 Virtual Office
8.7
NICE inContact CXone
Hosted PBX
8x8 Virtual Office
9.8
NICE inContact CXone
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office
9.1
NICE inContact CXone
User templates
8x8 Virtual Office
9.1
NICE inContact CXone
Call reports
8x8 Virtual Office
8.2
NICE inContact CXone
Directory of employee names
8x8 Virtual Office
7.6
NICE inContact CXone

Call Management

8x8 Virtual Office
8.8
NICE inContact CXone
Answering rules
8x8 Virtual Office
9.4
NICE inContact CXone
Call recording
8x8 Virtual Office
9.3
NICE inContact CXone
Call park
8x8 Virtual Office
9.4
NICE inContact CXone
Call screening
8x8 Virtual Office
7.0
NICE inContact CXone
Message alerts
8x8 Virtual Office
8.9
NICE inContact CXone

VoIP system collaboration

8x8 Virtual Office
8.0
NICE inContact CXone
Video conferencing
8x8 Virtual Office
7.9
NICE inContact CXone
Audio conferencing
8x8 Virtual Office
8.2
NICE inContact CXone

Mobile apps

8x8 Virtual Office
8.5
NICE inContact CXone
Mobile app for iOS
8x8 Virtual Office
8.8
NICE inContact CXone
Mobile app for Android
8x8 Virtual Office
8.2
NICE inContact CXone

Pros

  • No issues purchasing the Cisco SPA-122 and SPA-8000 devices.
  • No issues setting up the Cisco SPA-122 and SPA-8000 devices.
  • Cheaper to go with 8x8 service and the Cisco SPA-122 or Cisco SPA-8000 devices than hosting GFI Faxmaker 14 yourself.
Raymond Goins profile photo
  • Text analytics- trending open-ended feedback.
  • Marrying structured and unstructured data.
  • Centralizing customer sentiment into one tool.
No photo available

Cons

  • Frequent line congestion/noise and disconnect with the Cisco SPA-122 and Cisco-8000 devices which require you to restart the devices daily
  • Lack of concern from Customer Support
  • Defective equipment for residential customers isn't covered under warranty replacement.
Raymond Goins profile photo
  • Normalization of data.
  • Too difficult to tune the tool.
  • Natural language can go too far - left can be a direction and the past tense of the verb leave - The tool assumed it was a verb.
Onavie Boyce profile photo

Likelihood to Renew

8x8 Virtual Office5.1
Based on 2 answers
Based on their poor customer service and lack of warranty replacement, I would not recommend or use 8x8.
Raymond Goins profile photo
NICE inContact CXone5.7
Based on 8 answers
The general need we have is being satisfied by the product. The effort to build new solutions was larger than desired.
Onavie Boyce profile photo

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.
Onavie Boyce profile photo

Support

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

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.
Onavie Boyce profile photo

Alternatives Considered

At that time other vendors did not have a virtual attendant feature, thus 8x8 was leading edge.
Ashish Shah profile photo
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.
Onavie Boyce profile photo

Return on Investment

  • It has neither had a positive or negative impact.
Robert Foreman profile photo
  • Customer insight through text analytics is found on a daily basis. We have found that changes are needed at some of our Airports, for some of our inflight products and in regards to some of our processes. We believe that NPS can be impacted by even the smallest changes made from text analytics.
Pamela Fox profile photo

Pricing Details

8x8 Virtual Office

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