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Top Rated
386 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
15 Ratings
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Score 6.8 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

Freshdesk Contact Center (Formerly 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)
7.4
Freshdesk Contact Center (Formerly Freshcaller)
6.8
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.7
Freshdesk Contact Center (Formerly Freshcaller)
7.1
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.4
Freshdesk Contact Center (Formerly Freshcaller)
8.2
User templates
8x8 X Series (Formerly Virtual Office)
7.2
Freshdesk Contact Center (Formerly Freshcaller)
Call reports
8x8 X Series (Formerly Virtual Office)
7.5
Freshdesk Contact Center (Formerly Freshcaller)
6.4
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.2
Freshdesk Contact Center (Formerly Freshcaller)
5.5

Call Management

8x8 X Series (Formerly Virtual Office)
7.4
Freshdesk Contact Center (Formerly Freshcaller)
7.4
Answering rules
8x8 X Series (Formerly Virtual Office)
6.8
Freshdesk Contact Center (Formerly Freshcaller)
7.3
Call recording
8x8 X Series (Formerly Virtual Office)
8.6
Freshdesk Contact Center (Formerly Freshcaller)
8.4
Call park
8x8 X Series (Formerly Virtual Office)
7.2
Freshdesk Contact Center (Formerly Freshcaller)
7.0
Call screening
8x8 X Series (Formerly Virtual Office)
6.4
Freshdesk Contact Center (Formerly Freshcaller)
6.3
Message alerts
8x8 X Series (Formerly Virtual Office)
7.8
Freshdesk Contact Center (Formerly Freshcaller)
7.8

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.5
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Video conferencing
8x8 X Series (Formerly Virtual Office)
6.7
Freshdesk Contact Center (Formerly Freshcaller)
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.5
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Video screen sharing
8x8 X Series (Formerly Virtual Office)
8.0
Freshdesk Contact Center (Formerly Freshcaller)
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.9
Freshdesk Contact Center (Formerly Freshcaller)

Mobile apps

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

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
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

Freshdesk Contact Center (Formerly 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) 6.6
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

Freshdesk Contact Center (Formerly Freshcaller)

No score
No answers yet
No answers on this topic

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.5
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

Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact Center (Formerly 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) 7.8
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

Freshdesk Contact Center (Formerly Freshcaller)

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

Freshdesk Contact Center (Formerly 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) 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

Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact Center (Formerly Freshcaller) 7.7
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

Freshdesk Contact Center (Formerly Freshcaller)

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

Freshdesk Contact Center (Formerly Freshcaller)

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

Freshdesk Contact Center (Formerly 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) 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

Freshdesk Contact Center (Formerly Freshcaller)

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

Freshdesk Contact Center (Formerly 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

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

Freshdesk Contact Center (Formerly Freshcaller)

General

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

* Unlimited Agents

Freshdesk Contact Center (Formerly Freshcaller) Editions & Modules

Edition
Enterprise$691
FREE$02
Pro$393
Growth$154
  1. per agent/per month, billed annually
  2. per agent/per month
  3. per agent/per month, billed annually
  4. per agent/per ,billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)
6.8
Freshdesk Contact Center (Formerly Freshcaller)
7.2

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.6
Freshdesk Contact Center (Formerly Freshcaller)

Usability

8x8 X Series (Formerly Virtual Office)
7.5
Freshdesk Contact Center (Formerly Freshcaller)
8.0

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.8
Freshdesk Contact Center (Formerly Freshcaller)

Performance

8x8 X Series (Formerly Virtual Office)
8.1
Freshdesk Contact Center (Formerly Freshcaller)

Support Rating

8x8 X Series (Formerly Virtual Office)
4.5
Freshdesk Contact Center (Formerly Freshcaller)
7.7

Implementation Rating

8x8 X Series (Formerly Virtual Office)
6.5
Freshdesk Contact Center (Formerly Freshcaller)

Scalability

8x8 X Series (Formerly Virtual Office)
7.3
Freshdesk Contact Center (Formerly Freshcaller)

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