8x8 X Series (Formerly Virtual Office) vs CallTrackingMetrics

• 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.

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• Very easy to set up and use. You can create as many tracking numbers and sources as you need. Easily organize and filter them for results and placing the code is so simple. Anyone can use this software.
• Listening to the calls makes life simple. We can hear what the potential lead said and record feedback to better our marketing efforts. You can even flag or email the call recordings if you need to share inside or outside your organization.
• Call reporting is a breeze! You can easily filter your sources, call duration, time and more and reports are extremely accurate.
• Cost is well worth what you get from the software.

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• 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.

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• Honestly, the only thing I can think of is I hate how when you go to the homepage and click "log in" that it opens up a new window.

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• 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.

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• Stronger client retention because we have a great call tracking solution.
• Better tracking of ROI for the various businesses we advertise for.
• Clearer understanding of who our ad dollars are reaching because we can review call recordings.

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