What users are saying about

8x8 Virtual Office

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Top Rated
59 Ratings
Top Rated
21 Ratings

8x8 Virtual Office

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Top Rated
59 Ratings
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Score 7.4 out of 101
Top Rated
21 Ratings
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Score 8 out of 101

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Likelihood to Recommend

8x8 Virtual Office

This is great for small to medium businesses, giving you more freedom to be where you need to be and not always glued to the office. Larger companies can benefit from the fact that they can have multiple office locations all tied to the same system. Businesses that need a more personal touch may not need all the features that the Virtual Office provides.
Robbie Mancl profile photo

NICE inContact CXone

Make sure to clearly understand how the sentiment works and how it is tuned.Understand how the discovery process works and how the triples are defined.Understand how to create categories that are pre-defined rather than being driven by the triples.Understand the pricing structure and how that compares to other vendors.Understand how the user interface is evolving and how it meets the needs of the people who will be using it.
No photo available

Feature Rating Comparison

Cloud PBX

8x8 Virtual Office
8.0
NICE inContact CXone
Hosted PBX
8x8 Virtual Office
8.4
NICE inContact CXone
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office
8.9
NICE inContact CXone
User templates
8x8 Virtual Office
6.6
NICE inContact CXone
Call reports
8x8 Virtual Office
7.7
NICE inContact CXone
Directory of employee names
8x8 Virtual Office
8.6
NICE inContact CXone

Call Management

8x8 Virtual Office
8.6
NICE inContact CXone
Answering rules
8x8 Virtual Office
8.7
NICE inContact CXone
Call recording
8x8 Virtual Office
8.8
NICE inContact CXone
Call park
8x8 Virtual Office
8.3
NICE inContact CXone
Call screening
8x8 Virtual Office
8.4
NICE inContact CXone
Message alerts
8x8 Virtual Office
8.9
NICE inContact CXone

VoIP system collaboration

8x8 Virtual Office
7.8
NICE inContact CXone
Video conferencing
8x8 Virtual Office
7.5
NICE inContact CXone
Audio conferencing
8x8 Virtual Office
8.2
NICE inContact CXone

Mobile apps

8x8 Virtual Office
7.5
NICE inContact CXone
Mobile app for iOS
8x8 Virtual Office
7.5
NICE inContact CXone
Mobile app for Android
8x8 Virtual Office
7.6
NICE inContact CXone

Contact Center Software

8x8 Virtual Office
NICE inContact CXone
8.6
Agent dashboard
8x8 Virtual Office
NICE inContact CXone
9.0
Validate callers
8x8 Virtual Office
NICE inContact CXone
8.0
Outbound response
8x8 Virtual Office
NICE inContact CXone
7.0
Call forwarding
8x8 Virtual Office
NICE inContact CXone
8.0
Warm transfer
8x8 Virtual Office
NICE inContact CXone
8.0
Interactive voice response
8x8 Virtual Office
NICE inContact CXone
9.0
REST APIs
8x8 Virtual Office
NICE inContact CXone
9.0
Call scripts
8x8 Virtual Office
NICE inContact CXone
10.0
Call tracking
8x8 Virtual Office
NICE inContact CXone
10.0
CRM software integration
8x8 Virtual Office
NICE inContact CXone
8.0

Workforce Optimization (WFO)

8x8 Virtual Office
NICE inContact CXone
6.1
Inbound call routing
8x8 Virtual Office
NICE inContact CXone
9.0
Omnichannel inbound routing
8x8 Virtual Office
NICE inContact CXone
9.0
Recording
8x8 Virtual Office
NICE inContact CXone
1.0
Quality management
8x8 Virtual Office
NICE inContact CXone
1.0
Call analytics
8x8 Virtual Office
NICE inContact CXone
7.0
Historical reporting
8x8 Virtual Office
NICE inContact CXone
7.0
Live reporting
8x8 Virtual Office
NICE inContact CXone
6.0
Customer surveys
8x8 Virtual Office
NICE inContact CXone
9.0

Pros

  • Conference call feature is great. We have created multiple conference bridges, we even have one tied to our virtual attendant.
  • We like the flexibility of the auto attendant and being able to have more than one profile saved that we can change as needed
  • Having Virtual office was especially great when hurricane Irma came through last year and our office had no power, it allowed us to continue to operate from our cell phones without the customer realizing there was anything different.
Robbie Mancl profile photo
  • Text analytics- trending open-ended feedback.
  • Marrying structured and unstructured data.
  • Centralizing customer sentiment into one tool.
No photo available

Cons

  • Does not support texting, which is a problem in the modern work environment.
  • Call recording/archiving features are seriously lacking, small storage and poor/slow management interface. No auto-archiving or backup, just lots of fees.
  • Sales reps outright lie about 1-year contract terms and no ETF/cancellation fees to get you to sign up and then if you try to cancel after a year they hit you with huge undisclosed fees. Basically despite what any account manager will tell you are ALWAYS under contract, and you can only cancel on your anniversary month by giving 30-days notice (they force you to keep service for another month no matter what) to avoid being subject to a year's worth of service fees. Basically predatory contracts with undisclosed details on hyperlinks (so you never see them when you sign-up!!) that are only brought up if you try to cancel.
  • Call routing is a bit tricky, and some features are not available in the admin/management portal. You will have to call tech-support to accomplish complex routing (eg. two or more auto-attendants). Should have more options for call flow and really needs a way for the admin to manage shared voicemail boxes and individuals greetings via the web portal instead of just the desk phone.
Sam Shearin profile photo
  • Needs to reduce noise (ie advertisements) from data collected from around the web
  • Categorization is tedious and takes an extremely long time, especially with high volumes of data
  • Overall, the system runs slowly. Some days it's better than others.
Justin Sarni 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
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni 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

Only 8x8 offers a desktop phone solution, call center solution and equipment. Having one provider makes things much easier for all and allows for one call if there is an issue.
Mark Weingarten profile photo
Cosmo had zero support and growth flexibility
No photo available

Return on Investment

  • Service was reliable just lacking on the mobile app side.
  • Do not recommend because of deceptive contract terms, but as long as you're aware of them the price is not bad. Less expensive than competitors and has more features than similarly priced services.
  • Low up-front cost so good for small businesses, and offers expandability and portability at a low price point. Long-term costs are higher than investing in your own equipment but doesn't require IT staff.
Sam Shearin 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

8x8 Virtual Office More Information

NICE inContact CXone

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

NICE inContact CXone More Information