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

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Likelihood to Recommend

8x8 Virtual Office

Great as a virtual attendant so as to support distributed teams, but not for a conference, video meetings, and screen shares yet.
Ashish Shah profile photo

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.
Hans Hong profile photo

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
8.1
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
6.9
NICE inContact CXone
Message alerts
8x8 Virtual Office
8.9
NICE inContact CXone

VoIP system collaboration

8x8 Virtual Office
8.1
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

  • Setup
  • Customer Support
  • Managing platform
No photo available
  • 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.
Hans Hong profile photo

Cons

  • Outdated UI. Aesthetically, 8x8 is not overly impressive. If you told me nothing about the software and only showed me some screenshots, I might venture to guess that it's a software from the mid 90s.
  • Lacking intuitive UX. I'm someone that typically picks up a software very fast. When I first started with 8x8, I recall stumbling through my first couple of weeks of interaction. That tells me that the UX could use some work.
No photo available
  • I used Attensity daily to respond to consumers on our brand page. Sometimes there would be a glitch, and the number of posts that were in the queue would not match up with the number of posts that were actually coming in natively. When Attensity is working perfectly the number of posts in the queue is very accurate, but it got to the point where it was hard to trust the tool. Many times we ended up responding natively on Facebook and Twitter to ensure that we saw every post.
  • Responding through Attensity on social media is sometimes tricky because often times the response window does not show the whole tweet or post. There was a lot of going back and forth between the native post and the post on Attensity. If there was some way that Attensity could better display the number of likes, comments, retweets, favorites, etc. that would make responding much easier.
  • The way that Attensity is graphically designed is very confusing with many folders for all the different brand pages and teams that own those pages. This would make things confusing while going through the high volume of tweets and posts that the brand page received. The page would frequently receive anywhere from 100-1,000 posts or more in the span of an hour. WIth the high demand for responses and the way the tool is organized, it was easy to miss important posts.
No photo available

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

GFI Faxmaker/Mail Essentials 14 is more reliable and has better customer support than using the Cisco SPA-122 and Cisco SPA-8000 devices with 8x8, when you send out 200-500 faxes daily. 8x8 costs significantly less than GFI Faxmaker/Mail Essentials 14
Raymond Goins 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

  • The impact on my business was a positive one. I was trying to operate with 2 cell phones and it just wasn't working. I needed a desk phone and a number that would stay the same for the business. I can also add more lines as we grow and they can be anywhere with an internet connection. As a small business, I work primarily out of my home office and my employees can do the same with this system.
Troy Alcorn profile photo
  • We found a quality problem that was emerging. Since the issue sounded like normal use of the product, we were not sensitive to the rapid increase in what our consumers were reporting. The tool made us curious as to why the use issue was growing. We had a problem.
  • Engineers were able to gather point of use details from our end users with out the large effort of reading comments
Onavie Boyce 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