What users are saying about

8x8 Virtual Office

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63 Ratings

Talkdesk

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Top Rated
65 Ratings

8x8 Virtual Office

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63 Ratings
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Score 7.3 out of 101

Talkdesk

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Top Rated
65 Ratings
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Score 7.5 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

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings profile photo

Feature Rating Comparison

Cloud PBX

8x8 Virtual Office
8.0
Talkdesk
Hosted PBX
8x8 Virtual Office
8.4
Talkdesk
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office
8.9
Talkdesk
User templates
8x8 Virtual Office
6.5
Talkdesk
Call reports
8x8 Virtual Office
7.7
Talkdesk
Directory of employee names
8x8 Virtual Office
8.6
Talkdesk

Call Management

8x8 Virtual Office
8.6
Talkdesk
Answering rules
8x8 Virtual Office
8.7
Talkdesk
Call recording
8x8 Virtual Office
8.8
Talkdesk
Call park
8x8 Virtual Office
8.2
Talkdesk
Call screening
8x8 Virtual Office
8.4
Talkdesk
Message alerts
8x8 Virtual Office
8.9
Talkdesk

VoIP system collaboration

8x8 Virtual Office
7.8
Talkdesk
Video conferencing
8x8 Virtual Office
7.5
Talkdesk
Audio conferencing
8x8 Virtual Office
8.1
Talkdesk

Mobile apps

8x8 Virtual Office
7.5
Talkdesk
Mobile app for iOS
8x8 Virtual Office
7.5
Talkdesk
Mobile app for Android
8x8 Virtual Office
7.6
Talkdesk

Contact Center Software

8x8 Virtual Office
Talkdesk
8.0
Agent dashboard
8x8 Virtual Office
Talkdesk
8.4
Validate callers
8x8 Virtual Office
Talkdesk
8.2
Outbound response
8x8 Virtual Office
Talkdesk
8.3
Call forwarding
8x8 Virtual Office
Talkdesk
8.2
Click-to-call (CTC)
8x8 Virtual Office
Talkdesk
7.9
Warm transfer
8x8 Virtual Office
Talkdesk
8.5
Predictive dialing
8x8 Virtual Office
Talkdesk
7.6
Interactive voice response
8x8 Virtual Office
Talkdesk
8.0
REST APIs
8x8 Virtual Office
Talkdesk
8.3
Call scripts
8x8 Virtual Office
Talkdesk
7.9
Call tracking
8x8 Virtual Office
Talkdesk
7.6
Multichannel integration
8x8 Virtual Office
Talkdesk
8.4
CRM software integration
8x8 Virtual Office
Talkdesk
7.2

Workforce Optimization (WFO)

8x8 Virtual Office
Talkdesk
8.2
Inbound call routing
8x8 Virtual Office
Talkdesk
7.9
Omnichannel inbound routing
8x8 Virtual Office
Talkdesk
8.7
Recording
8x8 Virtual Office
Talkdesk
8.5
Quality management
8x8 Virtual Office
Talkdesk
8.0
Call analytics
8x8 Virtual Office
Talkdesk
8.2
Historical reporting
8x8 Virtual Office
Talkdesk
7.8
Live reporting
8x8 Virtual Office
Talkdesk
9.0
Customer surveys
8x8 Virtual Office
Talkdesk
8.0
Customer interaction analytics
8x8 Virtual Office
Talkdesk
8.1

Pros

  • Offers reliable traditional phone service for desk users
  • Voicemail system is flexible, allowing messages to get to the user even if they are not in the office easily and are easy to manage.
  • Low introductory price, good place to start if you're new to VoIP
Sam Shearin profile photo
  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta profile photo

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
  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. 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
Talkdesk10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro profile photo

Usability

No score
No answers yet
No answers on this topic
Talkdesk8.0
Based on 1 answer
Taylor Pineiro profile photo

Support

No score
No answers yet
No answers on this topic
Talkdesk9.0
Based on 1 answer
Support has been great!
Taylor Pineiro profile photo

Implementation

No score
No answers yet
No answers on this topic
Talkdesk7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro profile photo

Alternatives Considered

I have not used any other products related to this
Alex Garcia profile photo
We evaluated Ring Central at the same time we evaluated Talkdesk. The Ring Central product looks like a good product but ultimately we chose to go with Talkdesk because of the attention we got from Talkdesk during the sales cycle. Talkdesk was very responsive to our questions. During the demo process, they asked to come on sight to watch our agents to get a feel for how their tool could support our organization. Overall we were very impressed with the way they treated us during the sales cycle and after.With Ring Central, we had some issues with them meeting our scheduling needs.
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've only had Talkdesk for a short time, but the time we've had them we've been able to avoid outages which were a consistent issue with our previous provider.
  • The reporting tool for Talkdesk is modern and easy to follow. This allows us to display live call center metrics on the floor TV where all the reps can see. Having visibility has helped our reps to rally to improve our service level by 15%.
  • Talkdesk allows us to spin up new IVR settings quickly. This is critical for us as we are a global business. In the past, it would take weeks to a month to get a new line but now we can get the IVR spun up as fast as we get the recordings created.
No photo available

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

Talkdesk

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

Talkdesk More Information