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Top Rated
386 Ratings
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107 Ratings

8x8 X Series (Formerly Virtual Office)

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Top Rated
386 Ratings
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Score 7.3 out of 100

Cisco Unified Contact Center

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107 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)

8x8 [X Series] has consistently been a good option for internal calls, however, with daily dropped calls through our support line and constant needs for closing and restarting the application we've become frustrated as an organization. We are cautiously optimistic that the latest update will resolve our struggles. In the event that we continue to utilize 8x8 [X Series] for our VCC and soft-phone option moving forward and see what we've come to expect, we will likely pursue another solution.
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

In order to understand historical data, trends, and anticipated volume I need to manually piece together information from several different reports. [With Cisco Unified Contact Center it] is difficult for me to understand why calls were not handled (ie. agent availability, staffing, internal errors, complications, simply low volume, etc.) Reporting and statistics is difficult to analyze. I have trouble understanding trends. I can't anticipate growth or staffing needs.
Alyson Sherlock | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.4
Cisco Unified Contact Center
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.7
Cisco Unified Contact Center
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.4
Cisco Unified Contact Center
User templates
8x8 X Series (Formerly Virtual Office)
7.2
Cisco Unified Contact Center
Call reports
8x8 X Series (Formerly Virtual Office)
7.5
Cisco Unified Contact Center
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.2
Cisco Unified Contact Center

Call Management

8x8 X Series (Formerly Virtual Office)
7.4
Cisco Unified Contact Center
Answering rules
8x8 X Series (Formerly Virtual Office)
6.8
Cisco Unified Contact Center
Call recording
8x8 X Series (Formerly Virtual Office)
8.6
Cisco Unified Contact Center
Call park
8x8 X Series (Formerly Virtual Office)
7.2
Cisco Unified Contact Center
Call screening
8x8 X Series (Formerly Virtual Office)
6.4
Cisco Unified Contact Center
Message alerts
8x8 X Series (Formerly Virtual Office)
7.8
Cisco Unified Contact Center

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.5
Cisco Unified Contact Center
Video conferencing
8x8 X Series (Formerly Virtual Office)
6.7
Cisco Unified Contact Center
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.5
Cisco Unified Contact Center
Video screen sharing
8x8 X Series (Formerly Virtual Office)
8.0
Cisco Unified Contact Center
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.9
Cisco Unified Contact Center

Mobile apps

8x8 X Series (Formerly Virtual Office)
7.9
Cisco Unified Contact Center
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
8.0
Cisco Unified Contact Center
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
7.8
Cisco Unified Contact Center

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.3
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.3
Validate callers
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.6
Outbound response
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.1
Call forwarding
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.5
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.4
Warm transfer
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.3
Predictive dialing
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.0
Interactive voice response
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.3
REST APIs
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.4
Call scripts
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.5
Call tracking
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.6
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.3
CRM software integration
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
7.9

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.2
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.8
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.7
Recording
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.6
Quality management
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.3
Call analytics
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
7.9
Historical reporting
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
7.6
Live reporting
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
7.8
Customer surveys
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.1
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
Cisco Unified Contact Center
8.5

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

Cisco Unified Contact Center

  • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
  • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
  • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
Anonymous | TrustRadius Reviewer

Cons

8x8 X Series (Formerly Virtual Office)

  • Customer support needs some serious changes. The inability to email a ticket in is extremely frustrating. 60% of the time support technicians are quick to blame the customers environment for issues without adequate troubleshooting or review from the engineering team.
  • Updates to the VoIP client need to be QA'd better. Making an update available that breaks features such as call forwarding, warm transfers and parking calls in unacceptable.
  • Maintenances on 8x8 infrastructure needs to be done off hours or on weekends. Pushing an update mid day and causing an outage for either desk phones or the 8x8 app is unacceptable. We had several instances this quarter where one or the other would stop working only to have it resolve on its own 2 hours later.
  • 8x8 mobile app has call echo more than 50% of the time. This occurs whether or not we are on wifi.
Daniel Bonilla | TrustRadius Reviewer

Cisco Unified Contact Center

  • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
  • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
  • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
James Riley | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.6
Based on 10 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

Cisco Unified Contact Center

Cisco Unified Contact Center 9.1
Based on 5 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Anonymous | TrustRadius Reviewer

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.5
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

Cisco Unified Contact Center

Cisco Unified Contact Center 7.3
Based on 1 answer
Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.
Anonymous | TrustRadius Reviewer

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.8
Based on 4 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

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Performance

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.1
Based on 4 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

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 4.5
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

Cisco Unified Contact Center

Cisco Unified Contact Center 7.7
Based on 11 answers
For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.
Anonymous | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

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

Cisco Unified Contact Center

No answers on this topic

Implementation Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.5
Based on 6 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

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

The global availability of 8x8 [X Series (Formerly Virtual Office)] was critical to our company wide adoption, ensuring Kaseya can use the platform regardless of geography and with no call degradation or issues. Historically we have found other providers with global exposure have their systems hosted in the US or EMEA exclusively leading to poor telephone quality in the APAC region.
Craig Allen | TrustRadius Reviewer

Cisco Unified Contact Center

For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't maintain or secure the data, sometimes it's just a matter of governmental regulations that the organization should follow/comply with. From the business requirements complexity perspective, UCCE would also win because the ecosystem, features, and capabilities within it give you the freedom to build up the contact center within that. However, you will exert extra effort in the implementation phase to fulfill that. Otherwise, you might go for CCaaS if your requirements aren't complex with fewer third-party integrations and if you need to come up with your contact center in a short implementation time.
Mostafa Awad | TrustRadius Reviewer

Scalability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.3
Based on 4 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

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • Mobility very helpful in dealing with the pandemic.
  • We don't measure ROI, but up front costs are much less than traditional pbx.
  • Not a true SaaS solution - you can buy more licenses, but you can't reduce licenses during contract period. Very disappointing.
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

  • It gives us an idea of how difficult and tiresome it can be to implement a program like this for 2000+ employees.
  • We have reached AHT and CSAT goals that we have never reached before.
  • In general, it has been a good idea to implement this program despite the setbacks it gave, it has been worth it.
Brandon Marmol | 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

8x8 X Series (Formerly Virtual Office) Editions & Modules

Edition
8x8 Express$121
X2$241
X4$441
  1. Per User/Per Month
Additional Pricing Details

Cisco Unified Contact Center

General

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

Cisco Unified Contact Center Editions & Modules

Additional Pricing Details
Must contact sales team for pricing.

Rating Summary

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)
6.8
Cisco Unified Contact Center
7.4

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.6
Cisco Unified Contact Center
9.1

Usability

8x8 X Series (Formerly Virtual Office)
7.5
Cisco Unified Contact Center
7.3

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.8
Cisco Unified Contact Center

Performance

8x8 X Series (Formerly Virtual Office)
8.1
Cisco Unified Contact Center

Support Rating

8x8 X Series (Formerly Virtual Office)
4.5
Cisco Unified Contact Center
7.7

Implementation Rating

8x8 X Series (Formerly Virtual Office)
6.5
Cisco Unified Contact Center

Scalability

8x8 X Series (Formerly Virtual Office)
7.3
Cisco Unified Contact Center

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