What users are saying about
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254 Ratings
41 Ratings

8x8 X Series (Formerly Virtual Office)

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254 Ratings
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Score 7.3 out of 100
41 Ratings
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Score 7.9 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

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.4
Five9
Hosted PBX
8x8 X Series (Formerly Virtual Office)
7.2
Five9
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
8.0
Five9
User templates
8x8 X Series (Formerly Virtual Office)
6.7
Five9
Call reports
8x8 X Series (Formerly Virtual Office)
7.1
Five9
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.0
Five9

Call Management

8x8 X Series (Formerly Virtual Office)
8.1
Five9
Answering rules
8x8 X Series (Formerly Virtual Office)
7.9
Five9
Call recording
8x8 X Series (Formerly Virtual Office)
8.1
Five9
Call park
8x8 X Series (Formerly Virtual Office)
7.8
Five9
Call screening
8x8 X Series (Formerly Virtual Office)
8.2
Five9
Message alerts
8x8 X Series (Formerly Virtual Office)
8.5
Five9

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.3
Five9
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.1
Five9
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.8
Five9
Video screen sharing
8x8 X Series (Formerly Virtual Office)
6.8
Five9
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.3
Five9

Mobile apps

8x8 X Series (Formerly Virtual Office)
6.9
Five9
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.2
Five9
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
6.7
Five9

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Five9
7.9
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Five9
7.0
Validate callers
8x8 X Series (Formerly Virtual Office)
Five9
8.0
Outbound response
8x8 X Series (Formerly Virtual Office)
Five9
8.0
Call forwarding
8x8 X Series (Formerly Virtual Office)
Five9
6.0
Warm transfer
8x8 X Series (Formerly Virtual Office)
Five9
7.0
Predictive dialing
8x8 X Series (Formerly Virtual Office)
Five9
8.0
Call tracking
8x8 X Series (Formerly Virtual Office)
Five9
9.0
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Five9
9.0
CRM software integration
8x8 X Series (Formerly Virtual Office)
Five9
9.0

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Five9
9.0
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Five9
9.0
Recording
8x8 X Series (Formerly Virtual Office)
Five9
9.0
Quality management
8x8 X Series (Formerly Virtual Office)
Five9
9.1
Call analytics
8x8 X Series (Formerly Virtual Office)
Five9
9.0
Historical reporting
8x8 X Series (Formerly Virtual Office)
Five9
9.0
Live reporting
8x8 X Series (Formerly Virtual Office)
Five9
9.0

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

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | TrustRadius Reviewer

Cons

8x8 X Series (Formerly Virtual Office)

  • Ability to integrate multiple businesses onto a single desk phone (or possibility this is a lack of familiarity with the system).
  • Have had no follow-up from the sales rep following the initial onboarding to ask if everything is alright. Would appreciate this.
  • Hardware delivery was somewhat slow, but there's this thing called coronavirus which may have impacted normal delivery times so not sure.
Jonathan Harris | TrustRadius Reviewer

Five9

  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Ariana Thompson | 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

Five9

No score
No answers yet
No answers on this topic

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.7
Based on 6 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

Five9

No score
No answers yet
No answers on this topic

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.8
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

Five9

No score
No answers yet
No answers on this topic

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

Five9

No score
No answers yet
No answers on this topic

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.2
Based on 82 answers
The support was lackluster. I thought my sales rep was going to set up the phone system for me and it took several weeks of going back and forth and then being handed off to an implementation person who helped a great deal, but overall there was an impatience on both the part of sales and implementation with the number of calls that were needed to understand and set the system up. They both told me they were admonished by their management for spending too much time with me on my calls. I tried the chat feature, tutorials, and webinars, but ultimately needed a live person to help me with the final questions needed to set everything up.
Adrienne Robinson | TrustRadius Reviewer

Five9

Five9 8.2
Based on 8 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Anonymous | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

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

Five9

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

Five9

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

As far as capabilities and ease to use, they all seem about the same. If you are not technologically savvy this all can be a bit difficult to set up by yourself. Nextiva had great customer service, but the service was not cost-effective and call texting was ridiculously complicated. If I could have access to tech support via chat it would be a lot less time-consuming.
Guillermo Paxton | TrustRadius Reviewer

Five9

While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.
Anonymous | 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

Five9

No score
No answers yet
No answers on this topic

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • 8x8 has cut down total monthly phone system cost by approximately 25%.
  • We can now work remotely without missing important calls and messages.
  • We can run many more reports than we could before as to who is calling and when.
  • Auto-attendant allows office personnel to not always have to answer if only basic information is needed by the caller.
William Perdue | TrustRadius Reviewer

Five9

  • We are able to contact more clients on a daily basis
  • We are able to record and monitor phone calls for quality assurance
  • We are able to measure all KPI's for agent performance
  • The Do Not Call list is incredibly easy to add and remove clients
Shanna Baty | TrustRadius Reviewer

Screenshots

8x8 X Series (Formerly Virtual Office)

Pricing Details

8x8 X Series (Formerly Virtual Office)

General

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

Five9

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)
7.5
Five9
7.8

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
8.4
Five9

Usability

8x8 X Series (Formerly Virtual Office)
8.7
Five9

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.8
Five9

Performance

8x8 X Series (Formerly Virtual Office)
7.7
Five9

Support Rating

8x8 X Series (Formerly Virtual Office)
6.2
Five9
8.2

Implementation Rating

8x8 X Series (Formerly Virtual Office)
8.2
Five9

Scalability

8x8 X Series (Formerly Virtual Office)
7.3
Five9

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