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364 Ratings
13 Ratings

8x8 X Series (Formerly Virtual Office)

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364 Ratings
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Score 7.7 out of 100
13 Ratings
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Score 6.9 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

Freshcaller

If you have a very small group of representatives that are strictly using FreshDesk as their ticket management system that needs to have call integration, I can see this solution working - but from a cost perspective, there are better options, even if they lack the tight integration between FreshWorks products. I am struggling to find scenarios other than above that Freshcaller is well suited.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.3
Freshcaller
6.6
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.2
Freshcaller
6.6
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.4
Freshcaller
7.8
User templates
8x8 X Series (Formerly Virtual Office)
7.4
Freshcaller
Call reports
8x8 X Series (Formerly Virtual Office)
7.3
Freshcaller
6.2
Directory of employee names
8x8 X Series (Formerly Virtual Office)
7.9
Freshcaller
5.9

Call Management

8x8 X Series (Formerly Virtual Office)
7.4
Freshcaller
7.2
Answering rules
8x8 X Series (Formerly Virtual Office)
7.2
Freshcaller
7.0
Call recording
8x8 X Series (Formerly Virtual Office)
7.9
Freshcaller
8.1
Call park
8x8 X Series (Formerly Virtual Office)
7.4
Freshcaller
7.0
Call screening
8x8 X Series (Formerly Virtual Office)
6.7
Freshcaller
6.0
Message alerts
8x8 X Series (Formerly Virtual Office)
7.7
Freshcaller
7.7

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.6
Freshcaller
5.9
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.6
Freshcaller
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.7
Freshcaller
5.9
Video screen sharing
8x8 X Series (Formerly Virtual Office)
7.3
Freshcaller
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.8
Freshcaller

Mobile apps

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

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

Freshcaller

  • IVR
  • Call management
  • Forwarding
Anonymous | 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

Freshcaller

  • The UX and UI could use an upgrade.
  • The process could be better when importing a hard line into the system.
  • We could use more additional reporting features.
Steven Duran | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.2
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

Freshcaller

No score
No answers yet
No answers on this topic

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

Freshcaller

Freshcaller 8.0
Based on 1 answer
It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.
Steven Duran | 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

Freshcaller

No score
No answers yet
No answers on this topic

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

Freshcaller

No score
No answers yet
No answers on this topic

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 5.2
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

Freshcaller

Freshcaller 7.0
Based on 6 answers
Support is chat and email-based - the support team is available during the workday, but anything that is outside of the knowledge base or common knowledge of the system is taken down and forwarded along to the development team, which doesn't hold the same hours. Responses regarding bugs and problems with the system can take hours and days for a response - which is not useful if you're experiencing a problem with your customer support team's primary communications channel.
Anonymous | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

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

Freshcaller

No answers on this topic

Implementation Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.1
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

Freshcaller

No score
No answers yet
No answers on this topic

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

Freshcaller

At the time, the features seemed to integrate better with a possible ITSM platform that would be a little more catered to our style and liking. If I remember correctly, both operated on Twilio but I'm not sure if that's still the case. Since I no longer assist with those services I'm not sure where the route will go.
Anonymous | 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

Freshcaller

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

Freshcaller

  • Overpriced for what it offered - we paid nearly $600/month for 10 users. Could not drop them fast enough for this reason alone.
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

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

Additional Pricing Details

Freshcaller

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$0*

* Unlimited Agents

Freshcaller Editions & Modules

Edition
Sprout$01
Blossom$191
Garden$391
Estate$991
  1. per agent/per month
Additional Pricing Details
Sprout - $0 (UNLIMITED AGENTS + pay per min) Blossom - $19 (per agent/month paid yearly + pay per min) - $25 (per agent/month paid monthly + pay per min) Garden - $40 (per agent/month paid yearly + pay per min) - $49 (per agent/month paid monthly + pay per min)

Rating Summary

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)
7.2
Freshcaller
6.9

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.2
Freshcaller

Usability

8x8 X Series (Formerly Virtual Office)
7.6
Freshcaller
8.0

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.0
Freshcaller

Performance

8x8 X Series (Formerly Virtual Office)
7.4
Freshcaller

Support Rating

8x8 X Series (Formerly Virtual Office)
5.2
Freshcaller
7.0

Implementation Rating

8x8 X Series (Formerly Virtual Office)
6.1
Freshcaller

Scalability

8x8 X Series (Formerly Virtual Office)
6.2
Freshcaller

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