What users are saying about
Top Rated
40 Ratings
9 Ratings
Top Rated
40 Ratings
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Score 7.9 out of 101
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.9 out of 101

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Likelihood to Recommend

8x8 Virtual Office

8x8 Virtual Office is well-suited for offices that have a lot of mobile employees. Calls can be forwarded to a cell phone so that nobody has to miss an important call. In a traditional office setting, you do need a reliable internet connection so that calls aren't diverted directly to voice mail.
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Twilio Voice

Twilio is well-rounded for almost any company that doesn't require much in terms of voice automation (smart IVR, call center forwarding, etc). It can hold its own on as many phone numbers as you like, and the voice quality is very clear most of the time (some countries' destinations might experience issues such as light noise, just as with a normal landline). You can even develop a reasonably complex IVR platform with TwiML and PHP, but the maintenance on this case is your own, so you'll need to evaluate this option if you're running heavily automated interactions with your customers.
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Feature Rating Comparison

Cloud PBX

8x8 Virtual Office
8.8
Twilio Voice
8.0
Hosted PBX
8x8 Virtual Office
9.6
Twilio Voice
9.0
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office
9.1
Twilio Voice
7.0
User templates
8x8 Virtual Office
8.6
Twilio Voice
Call reports
8x8 Virtual Office
8.1
Twilio Voice
8.0
Directory of employee names
8x8 Virtual Office
8.4
Twilio Voice

Call Management

8x8 Virtual Office
8.7
Twilio Voice
8.3
Answering rules
8x8 Virtual Office
9.2
Twilio Voice
8.0
Call recording
8x8 Virtual Office
9.2
Twilio Voice
8.5
Call park
8x8 Virtual Office
8.6
Twilio Voice
8.0
Call screening
8x8 Virtual Office
7.8
Twilio Voice
9.0
Message alerts
8x8 Virtual Office
8.9
Twilio Voice
8.0

VoIP system collaboration

8x8 Virtual Office
8.6
Twilio Voice
8.0
Video conferencing
8x8 Virtual Office
8.5
Twilio Voice
Audio conferencing
8x8 Virtual Office
8.7
Twilio Voice
8.0

Mobile apps

8x8 Virtual Office
8.7
Twilio Voice
8.5
Mobile app for iOS
8x8 Virtual Office
9.2
Twilio Voice
8.0
Mobile app for Android
8x8 Virtual Office
8.3
Twilio Voice
9.0

Pros

  • Conferencing is less laggy
  • Sound quality is improved
  • Call bandwidth is fantastic.
No photo available
  • Flexibility: Twilio uses a pseudolanguage known as TwiML, in XML format, with which we can develop anything from simple IVRs to complex skill-routing call engines on a variety of common languages, such as Ruby, Javascript, PHP and Python.
  • Modularity: You can build up with Twilio, from phone numbers up to entire logic handling solutions, and even interconnect with your existing infrastructure.
  • Portability: Twilio is entirely in the Cloud; it's an SaaS communications platform. You don't need to deploy anything onsite to make it work, besides accessories such as softphones (although you can develop your own if you wish), so you have immediate access to Twilio's entire infrastructure from anywhere in the world.
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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
  • The Twilio Studio. It's perhaps the most powerful feature on Twilio, with the ability to build full-fledged IVRs with little to no development on our side, and other advanced functions such as auto-SMS and chat bots. However, it's somewhat expensive at the moment. Though there is a free tier, it comes with several restrictions.
  • The handling of stale SIP sessions. When a user connects via softphone to his/her Twilio SIP account, it sometimes loses connectivity and resets it by opening the softphone again; sometimes this causes a second (current) session to be opened. Twilio gets confused with this, since it sees two sessions (it lacks the logic to take the most recent one), and generates an error.
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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
No score
No answers yet
No answers on this topic

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 previously used Skype for communications, however the price per minute or second per call was more expensive, and it didn't give us the flexibility of integrating calls with our CRM (Vtiger), allowing our sales force to initiate a call with a prospect just by clicking on its opportunity's phone number.
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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.
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  • Our ROI was improved compared to our previous providers. Twilio Voice fees are very reasonable comparing with similar alternatives.
  • We can add easily new phone numbers for as little as US$1 for newcomers and offices, just with the click of a button inside Twilio admin console.
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Pricing Details

8x8 Virtual Office

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

Twilio Voice

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