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193 Ratings
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Top Rated
105 Ratings

8x8 X Series (Formerly Virtual Office)

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193 Ratings
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Score 7.4 out of 101

Avaya Intelligent Xperiences Contact Center

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Top Rated
105 Ratings
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Score 8.1 out of 101

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)

Virtual Office is well suited to a chain of locations where the owner is not on-site every day. It allows the owner to do quality control and have direct insight into customer calls remotely. Virtual Office also facilitates a multi-person management team where there may be staggered schedules. It makes it easy to handoff specific calls that require follow up by using the email functionality. Obviously, a good internet provider is key to reliable service, so if that is not available, Virtual Office would be problematic.
No photo available

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 profile photo

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)
8.2
Avaya Intelligent Xperiences Contact Center
User templates
8x8 X Series (Formerly Virtual Office)
6.7
Avaya Intelligent Xperiences Contact Center
Call reports
8x8 X Series (Formerly Virtual Office)
7.8
Avaya Intelligent Xperiences Contact Center
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.6
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)
8.5
Avaya Intelligent Xperiences Contact Center
Call recording
8x8 X Series (Formerly Virtual Office)
8.8
Avaya Intelligent Xperiences Contact Center
Call park
8x8 X Series (Formerly Virtual Office)
8.1
Avaya Intelligent Xperiences Contact Center
Call screening
8x8 X Series (Formerly Virtual Office)
8.6
Avaya Intelligent Xperiences Contact Center
Message alerts
8x8 X Series (Formerly Virtual Office)
8.8
Avaya Intelligent Xperiences Contact Center

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.9
Avaya Intelligent Xperiences Contact Center
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.6
Avaya Intelligent Xperiences Contact Center
Audio conferencing
8x8 X Series (Formerly Virtual Office)
8.2
Avaya Intelligent Xperiences Contact Center

Mobile apps

8x8 X Series (Formerly Virtual Office)
7.6
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)
7.5
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
8.7
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
8.9
Live reporting
8x8 X Series (Formerly Virtual Office)
Avaya Intelligent Xperiences Contact Center
8.7
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)

  • The control panel is great and gives us full flexibility over how our system is configured.
  • The customer support at initial setup was superb and we had a dedicated account manager who ensured that we were fully configured and working the way we wanted before handing over to the ongoing support team.
  • The smartphone app is great and is just like having your fully-functional desk phone in your pocket.
Andrew Steven profile photo

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 profile photo

Cons

8x8 X Series (Formerly Virtual Office)

  • The mobile app is good but can be too much at times, almost taking over the phone.
  • It would be nice if there was a way that when a voicemail is sent via email that it could mark it as listened to once the email has been opened.
  • The setup for the auto attendant is very intuitive, granted it works well once set up.
  • It would be nice if a call placed on hold could be picked up by another extension
Robbie Mancl profile photo

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 profile photo

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 profile photo

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.5
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 profile photo

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.5
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 profile photo

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 profile photo

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 profile photo

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 profile photo

Avaya Intelligent Xperiences Contact Center

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

Support

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.2
Based on 38 answers
I have used their support a few times and found they respond quickly to resolve my problem. They handled every problem I had. If I had questions setting up their service again customer support walked me through. It was easy to add a lines and order new products if need be. Their sales team is very helpful and quick to respond.
Jeffrey Weist, MSW, LICSW profile photo

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 9.0
Based on 1 answer
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.
No photo available

In-Person Training

8x8 X Series (Formerly Virtual Office)

N/a. No in-person training.
Cindy Pierre profile photo

Avaya Intelligent Xperiences Contact Center

No answers on this topic

Implementation

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 profile photo

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)

When looking at phone systems for my office several years ago, I reviewed three different systems that were recommended to me. The 8x8 sales person who made the original presentation was extremely helpful in identifying the things I needed to fit my particular single office situation. She didn't try to sell me more that I needed.
No photo available

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 profile photo

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 profile photo

Avaya Intelligent Xperiences Contact Center

No score
No answers yet
No answers on this topic

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • A positive impact is that it simplifies things. We can work out of multiple offices and remain connected easily. The receptionist can transfer a call to my cell phone through the app so that I can answer a business call anywhere.
Jenny Fisher profile photo

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.
No photo available

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

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