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364 Ratings

8x8 X Series (Formerly Virtual Office)

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364 Ratings
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Score 7.7 out of 100
128 Ratings
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Score 7 out of 100

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)

With the rise of home working due to Covid-19 the flexibility of both of PC Softphone as well as applications for IoS and Android make it easier for centralised communications regardless of what device is at hand. If you are looking for deeper meeting capabilities over the chat\phone capabilities, you may want to review zoom
Craig Allen | TrustRadius Reviewer

Avaya OneCloud CCaaS

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)
7.3
Avaya OneCloud CCaaS
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.3
Avaya OneCloud CCaaS
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.4
Avaya OneCloud CCaaS
User templates
8x8 X Series (Formerly Virtual Office)
7.4
Avaya OneCloud CCaaS
Call reports
8x8 X Series (Formerly Virtual Office)
7.3
Avaya OneCloud CCaaS
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.0
Avaya OneCloud CCaaS

Call Management

8x8 X Series (Formerly Virtual Office)
7.4
Avaya OneCloud CCaaS
Answering rules
8x8 X Series (Formerly Virtual Office)
7.3
Avaya OneCloud CCaaS
Call recording
8x8 X Series (Formerly Virtual Office)
7.9
Avaya OneCloud CCaaS
Call park
8x8 X Series (Formerly Virtual Office)
7.4
Avaya OneCloud CCaaS
Call screening
8x8 X Series (Formerly Virtual Office)
6.8
Avaya OneCloud CCaaS
Message alerts
8x8 X Series (Formerly Virtual Office)
7.8
Avaya OneCloud CCaaS

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.6
Avaya OneCloud CCaaS
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.6
Avaya OneCloud CCaaS
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.7
Avaya OneCloud CCaaS
Video screen sharing
8x8 X Series (Formerly Virtual Office)
7.3
Avaya OneCloud CCaaS
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.8
Avaya OneCloud CCaaS

Mobile apps

8x8 X Series (Formerly Virtual Office)
6.9
Avaya OneCloud CCaaS
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.7
Avaya OneCloud CCaaS
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
6.1
Avaya OneCloud CCaaS

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.6
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
9.2
Validate callers
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.4
Outbound response
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.7
Call forwarding
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.8
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.4
Warm transfer
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.7
Predictive dialing
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
7.8
Interactive voice response
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
9.2
REST APIs
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.0
Call scripts
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.6
Call tracking
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.9
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.6
CRM software integration
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.5

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.8
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.5
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.7
Recording
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.9
Quality management
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
9.0
Call analytics
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.9
Historical reporting
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
9.3
Live reporting
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.7
Customer surveys
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.7
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
Avaya OneCloud CCaaS
8.6

Pros

8x8 X Series (Formerly Virtual Office)

  • We love the conference calling since many users are working from home.
  • The fact that we can reprogram it on the fly without having 8x8 do it is a big plus.
  • Being able to take the phones with us using the app on our cell phones is a bonus.
Anonymous | TrustRadius Reviewer

Avaya OneCloud CCaaS

  • 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)

  • 8x8 really struggles with ring groups. Usually they work, but too often they exhibit odd behavior that support is unable to resolve.
  • Support is mediocre at best. Opening a ticket is straightforward, but response time is unacceptable (usually about 24 hours). Response is often from someone with poor English who clearly hasn't read and understood the ticket. Often they don't have a solution anyway and suggest deleting and recreating the object. It's 50/50 whether that resolves an issue.
  • Do you need a few extra numbers to accommodate future growth? They are ridiculously priced at $1/month each. Most carriers charge a few bucks for 20.
  • Programming some functionality that should be straightforward has to be done with goofy work-arounds.
Anonymous | TrustRadius Reviewer

Avaya OneCloud CCaaS

  • 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) 6.3
Based on 9 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 OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 13 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) 7.6
Based on 21 answers
It's really easy to use. You don't have to be technical at all to figure it out, you just have to be able to read and follow directions otherwise you will not set the system up properly and you'll need to call support. The system has so many checks and balances it's near impossible to screw it up.
Anonymous | TrustRadius Reviewer

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 6 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) 7.0
Based on 3 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 OneCloud CCaaS

Avaya OneCloud CCaaS 7.0
Based on 2 answers
No answer on this topic is available.

Performance

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.4
Based on 3 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 OneCloud CCaaS

Avaya OneCloud CCaaS 10.0
Based on 2 answers
No answer on this topic is available.

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 5.3
Based on 112 answers
I had very good interactions with the general support staff, whether it was over the phone or using the support portal. They are very responsive and do their very best to answer my questions to my satisfaction. My experience with follow-up by our sales representative has been below expectations, especially when it came to modifying our account.
Anonymous | TrustRadius Reviewer

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.8
Based on 8 answers
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Uchenna Ezumezuh | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

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

Avaya OneCloud CCaaS

No answers on this topic

Implementation Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.3
Based on 5 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 OneCloud CCaaS

Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

8x8 provides the most user friendly portal that is simple to use & understand. 8x8 also has the most budget friendly pricing with all of the same features that you can get with the other providers at a higher price.
Anonymous | TrustRadius Reviewer

Avaya OneCloud CCaaS

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) 6.2
Based on 3 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 OneCloud CCaaS

No score
No answers yet
No answers on this topic

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • The functionality of call recording and remotely accessing has facilitated training in customer service and sales skills.
  • Voicemails delivered via email has improved customer service by allowing my managers to hear time-sensitive customer requests outside of operating hours so they can respond quickly. This has improved customer satisfaction.
Anonymous | TrustRadius Reviewer

Avaya OneCloud CCaaS

  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
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 OneCloud CCaaS

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)
7.3
Avaya OneCloud CCaaS
8.4

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.3
Avaya OneCloud CCaaS
8.0

Usability

8x8 X Series (Formerly Virtual Office)
7.6
Avaya OneCloud CCaaS
8.0

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.0
Avaya OneCloud CCaaS
7.0

Performance

8x8 X Series (Formerly Virtual Office)
7.4
Avaya OneCloud CCaaS
10.0

Support Rating

8x8 X Series (Formerly Virtual Office)
5.3
Avaya OneCloud CCaaS
7.8

Implementation Rating

8x8 X Series (Formerly Virtual Office)
6.3
Avaya OneCloud CCaaS
9.1

Scalability

8x8 X Series (Formerly Virtual Office)
6.2
Avaya OneCloud CCaaS

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