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207 Ratings

8x8 X Series (Formerly Virtual Office)

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207 Ratings
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Score 7.5 out of 100
Top Rated
106 Ratings
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Score 8 out of 100

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)

Any business that has workers in multiple locations or workers who are based out for the office for significant periods of time will really benefit from the 8x8 cloud-based system. Your direct line follows you around, but because of the Virtual Attendant, office hours and out of hours can be configured so that you only receive calls when you're "at work."
Andrew Steven | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.8
Avaya Intelligent Xperiences Contact Center
Hosted PBX
8x8 X Series (Formerly Virtual Office)
7.9
Avaya Intelligent Xperiences Contact Center
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
8.0
Avaya Intelligent Xperiences Contact Center
User templates
8x8 X Series (Formerly Virtual Office)
7.1
Avaya Intelligent Xperiences Contact Center
Call reports
8x8 X Series (Formerly Virtual Office)
7.5
Avaya Intelligent Xperiences Contact Center
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.5
Avaya Intelligent Xperiences Contact Center

Call Management

8x8 X Series (Formerly Virtual Office)
8.6
Avaya Intelligent Xperiences Contact Center
Answering rules
8x8 X Series (Formerly Virtual Office)
8.4
Avaya Intelligent Xperiences Contact Center
Call recording
8x8 X Series (Formerly Virtual Office)
8.7
Avaya Intelligent Xperiences Contact Center
Call park
8x8 X Series (Formerly Virtual Office)
8.3
Avaya Intelligent Xperiences Contact Center
Call screening
8x8 X Series (Formerly Virtual Office)
8.9
Avaya Intelligent Xperiences Contact Center
Message alerts
8x8 X Series (Formerly Virtual Office)
8.9
Avaya Intelligent Xperiences Contact Center

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
8.1
Avaya Intelligent Xperiences Contact Center
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.8
Avaya Intelligent Xperiences Contact Center
Audio conferencing
8x8 X Series (Formerly Virtual Office)
8.4
Avaya Intelligent Xperiences Contact Center

Mobile apps

8x8 X Series (Formerly Virtual Office)
7.5
Avaya Intelligent Xperiences Contact Center
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.6
Avaya Intelligent Xperiences Contact Center
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
7.4
Avaya Intelligent Xperiences Contact Center

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.7
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.8
Validate callers
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.7
Outbound response
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.7
Call forwarding
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
9.4
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
9.2
Warm transfer
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.7
Predictive dialing
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.0
Interactive voice response
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.2
REST APIs
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.5
Call scripts
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.7
Call tracking
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
9.1
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.8
CRM software integration
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.4

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.9
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
9.2
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
9.1
Recording
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
9.0
Quality management
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
9.0
Call analytics
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.7
Historical reporting
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
9.0
Live reporting
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.9
Customer surveys
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.5
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.8

Pros

8x8 X Series (Formerly Virtual Office)

  • 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 | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

Cons

8x8 X Series (Formerly Virtual Office)

  • The iPhone app is powerful, but clunky.
  • The technical support (which was absolutely amazing when we first signed up with 8x8) is terrible now. The same goes for their customer service (that is, if there is a problem that tech support can't fix or doesn't handle well, and then you call customer service to complain, they'll just pat you on the head and tell you to go on your way).
  • The web interface is difficult to use, both from a user standpoint and an administrator standpoint.
Andy Taylor | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.4
Based on 7 answers
We've had an excellent experience with 8x8 Virtual Office. We have downtime very rarely and the service provided by all reps is excellent. The little quirks that I've mentioned as cons are minor inconveniences but I prefer working like that than hosting our own PBX.
Daniel Herrera | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.2
Based on 12 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.6
Based on 5 answers
The web interface is easy to navigate and the data that I need is only ever one or two clicks away. When running reports, I don't have to deal with convoluted filters or awkward logic implementations, it just works and it works well. If I had to fault it for something, I would say that the interface is not consistent all over the place; The account manager portal and the Virtual Office portal have two completely different styles.
Daniel Herrera | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.2
Based on 5 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.7
Based on 2 answers
In the time I have used 8x8 Virtual Office, the core system has been up and running almost flawlessly though we do have a slight performance degradation from time to time as is expected of cloud software. The one recurring issue for us is that the fax connection is not always functional for outbound messages. We usually have to retry three or four times to get the fax to connect reliably to the destination machine. Once connected, it's smooth sailing.
Daniel Herrera | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 7.0
Based on 1 answer
No answer on this topic is available.

Performance

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.7
Based on 2 answers
None of the features that are available slow down the application. The reports (even the ones with hundreds of records) complete very quickly and the web interface as well as the mobile application never struggle to load or complete a task. The analytics will sometimes take some time to reflect the online status of users but it is to be expected due to connection speeds.
Daniel Herrera | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 10.0
Based on 1 answer
No answer on this topic is available.

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.7
Based on 45 answers
They are fully functioning and easily manageable, crucial to our company as we have dispatch and office administration and are a medical facility. If our phone lines go down, people could be impacted by it in a very negative way.
Hallie Gonzales | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.0
Based on 2 answers
The tech support that I have received has been outstanding. My only complaint is at times the support is hard to understand due to offshore technicians.
Anonymous | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

N/a. No in-person training.
Cindy Pierre | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

No answers on this topic

Implementation Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.2
Based on 4 answers
I can only respond to this question with regards to transferring ownership of the account. that was easy and smooth.
Cindy Pierre | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 9.1
Based on 2 answers
No answer on this topic is available.

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

We only did a web search for other companies and found this service to fit all our needs, especially being able to get a BAA to help our HIPPA and HITECH compliance. It was over three years ago so I do not recall what others we looked at, but we did a general web search.
Jeffrey Weist, MSW, LICSW | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

Scalability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.3
Based on 2 answers
We've had periods where our organization has grown a considerable amount and we have had no issues in scaling our communications with 8x8. The number of possible extensions that we can use is far more than we expect to go through in a very long time. The only complaint that I have is a very minor inconvenience for me where I have to download activation codes for each phone. I would prefer to have the phones automatically activated as soon as they are plugged in.
Daniel Herrera | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

No score
No answers yet
No answers on this topic

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • When I am the only person covering the phone, I can get messages or calls anywhere and anytime and make sure that they are forwarded to the right person. This ensures that appointments are kept and employees don't waste time on appointments that get canceled.
  • When someone is out on leave, it is convenient to forward their calls to someone else to make sure customers get attention when needed.
  • Text capabilities allow our patients to contact us promptly for appointment cancellations. We are then able to fill those times with other patients who need to get in.
Renee Allard | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 X Series (Formerly Virtual Office)

General

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

Avaya Intelligent Xperiences Contact Center

General

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

Rating Summary

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)
7.7
Avaya Intelligent Xperiences Contact Center
8.4

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
8.4
Avaya Intelligent Xperiences Contact Center
8.2

Usability

8x8 X Series (Formerly Virtual Office)
8.6
Avaya Intelligent Xperiences Contact Center
8.2

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.7
Avaya Intelligent Xperiences Contact Center
7.0

Performance

8x8 X Series (Formerly Virtual Office)
7.7
Avaya Intelligent Xperiences Contact Center
10.0

Support Rating

8x8 X Series (Formerly Virtual Office)
6.7
Avaya Intelligent Xperiences Contact Center
8.0

Implementation Rating

8x8 X Series (Formerly Virtual Office)
8.2
Avaya Intelligent Xperiences Contact Center
9.1

Scalability

8x8 X Series (Formerly Virtual Office)
7.3
Avaya Intelligent Xperiences Contact Center

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