8x8 X Series (Formerly Virtual Office) vs FluentCloud

• 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.

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• FluentCloud is excellent at customer service, their staff is always helpful and responsive. I have never had a typical service experience where first diagnosis is always the user's system. Their engineering staff is also hands on, I've been so grateful to have Brian's help in selecting the right router - he even configured it for us.
• Ease of use, the system is quite easy to use even beyond adding extensions, users, new DID phone numbers and complex routing queues. It's also easy to configure feature codes and program them so users can perform multi-step tasks with a few key punches on their dial pad. We use feature codes to allow callers to switch their caller ID to our DID numbers that are local to the area on the fly.
• Robust features: ability for whisper coaching, barge in and a dashboard to visually check the status of each user.

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• The iPhone app is powerful, but clunky.
• The technical support (which was absolutely amazing when we first signed up with 8x8) is terrible now. The same goes for their customer service (that is, if there is a problem that tech support can't fix or doesn't handle well, and then you call customer service to complain, they'll just pat you on the head and tell you to go on your way).
• The web interface is difficult to use, both from a user standpoint and an administrator standpoint.

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• There are times when calls are really garbled, there was a couple months there that we couldn't listen to any of the recordings because they were not decipherable.
• They changed something recently where now when you are listening to a recording and you hit pause it takes you back to the beginning when you start again rather than just continuing where you left off. That is a pain in the butt because I have to pause quite often for interruptions.

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• When I am the only person covering the phone, I can get messages or calls anywhere and anytime and make sure that they are forwarded to the right person. This ensures that appointments are kept and employees don't waste time on appointments that get canceled.
• When someone is out on leave, it is convenient to forward their calls to someone else to make sure customers get attention when needed.
• Text capabilities allow our patients to contact us promptly for appointment cancellations. We are then able to fill those times with other patients who need to get in.

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• FluentCloud is a good value, we have done extensive cost comparison and the feature set vs price is very favorable.
• The lack of a contract and ability to dynamically add or remove extensions as needed is great, we only pay for what we use.

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