8x8 X Series (Formerly Virtual Office) vs Fuze | TrustRadius

What users are saying about

Score 7.5 out of 10

Based on 207 reviews and ratings

Score 7.6 out of 10

Based on 129 reviews and ratings

Feature Rating Comparison

8x8 X Series (Formerly Virtual Office)

Fuze

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

8x8 X Series (Formerly Virtual Office)

Fuze

Answering rules

Call recording

Call park

Call screening

Message alerts

8x8 X Series (Formerly Virtual Office)

Fuze

Video conferencing

Audio conferencing

8x8 X Series (Formerly Virtual Office)

Fuze

Mobile app for iOS

Mobile app for Android

Pros

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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Project Manager

Consolidated Parking EquipmentTransportation/Trucking/Railroad, 11-50 employees

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Availability to use your work number anytime anywhere. Our recruiters make themselves available as much as they can. Being able to answer calls from their worklines while not in the office and make calls from their work numbers is a big deal.
Setting up new phones and numbers is very easy with their hub. I don't always have to go directly to their support team to setup new users. As long as I have the mac address of the phone and we have free numbers I can set a new user up in minutes.
Their support team is great as well. If I do need to get help with an issue their support team is quick to respond and very knowledgeable about their systems. Their team is also able to fix most support cases within the same day.

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Senior Technical Support Analyst

Planet PharmaStaffing and Recruiting, 1001-5000 employees

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Cons

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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Partner

Taylor & Taylor Law Firm, P.A.Law Practice, 1-10 employees

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There is lack of customization. I would love to have access to set up background colors for my Fuze, add wallpapers as a background. Change the font, color of numbers and texts that appear on the screen.
I have seen a button saying you have an upgrade on Fuze. And i see it quite a few times. I would want to have like one upgrade that pushes a couple of updates together rather than couple of small upgrades.

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Information Security Analyst

Absolute SoftwareComputer & Network Security, 201-500 employees

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Likelihood to Renew

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.

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IT Manager

MedTrainerInternet, 51-200 employees

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Fuze 7.2

Based on 14 answers

1,000% will renew. For the price, for the features, for the support, for the implementation, for the ability to deploy to a new site, or a new company acquisitioned that has an older PBX, we can get them to Fuze with so little effort, dump the phones on their desk, and give them all the features and "WOW" that they would expect from a modern enterprise.

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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Usability

8x8 X Series (Formerly Virtual Office) 8.6

Based on 5 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.

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IT Manager

MedTrainerInternet, 51-200 employees

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Fuze 8.0

Based on 7 answers

It does the core job very well. If I'm looking for a stripped down version that will work fairly well, then Fuze is great. If you're looking for something feature rich, there are better solutions. Fuze is economical and if you aren't doing anything fancy, it's a great platform

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Head of Global EX Operations

QualtricsComputer Software, 1001-5000 employees

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Reliability and Availability

8x8 X Series (Formerly Virtual Office) 7.7

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.

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IT Manager

MedTrainerInternet, 51-200 employees

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Fuze 9.1

Based on 1 answer

Because the people who designed Fuze were Data-center people, they thought of availability first, there really isn't any excuse for telephony downtime, and they certainly do well with this. There has never been a total outage, just a few features sometimes have been offline while Fuze moves the service to other servers, NEVER calling, sometimes chat or physical phones (which can be fixed by rebooting them). The uptime on the Fuze systems is basically: Always up, always available.

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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Performance

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.

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IT Manager

MedTrainerInternet, 51-200 employees

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Fuze 9.1

Based on 1 answer

Since Fuze runs across multiple devices and platforms they really strived to make a lightweight interface that is optimized for phone calls, chat, and collaboration. The web client loads fast, the chat is always up-to-date, phone calls arrive on-time. The desktop client is the most feature rich and basically it just adds desktop sharing functionality as well as VoIP for calling, and the mobile client doesn't consume a lot of battery, and it stays running to get phone calls, chats, and can do meetings over Wifi, Cellular Data, or Cellular voice.

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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Support Rating

8x8 X Series (Formerly Virtual Office) 6.7

Based on 45 answers

They are fully functioning and easily manageable, crucial to our company as we have dispatch and office administration and are a medical facility. If our phone lines go down, people could be impacted by it in a very negative way.

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Hallie Gonzales

Secretary

National Care EMSMedical Practice, 51-200 employees

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Fuze 6.5

Based on 76 answers

Support is an area Fuze could improve. With the most recent updates it's become much better however there are sometimes days that will pass before a response from support is received and in most case connectivity is used as a standard response. Recently had a call where when dialed in via the iOS app it was very difficult to hear however when I dialed in, it was clear.

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Verified User

Administrator in Information Technology

Computer Software Company, 201-500 employees

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In-Person Training

No score

No answers yet

N/a. No in-person training.

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Office Manager

Servpro of Pompano BeachConstruction, 1-10 employees

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Fuze 9.1

Based on 1 answer

At many of our sites with more than 50 users, Fuze sent someone onsite to train. This worked surprisingly well, as the trainer allowed the users to set the pace and answered TONS of questions. Fuze has a very streamlined training process, their staff is very professional, very knowledgeable and very engaging.

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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Online Training

No score

No answers yet

No answers on this topic

Fuze 9.1

Based on 1 answer

Fuze has vast amounts of training videos and guides on how to use its products and services. There are literally endless-hours of training and I often point end-users to a particular video which addresses the specific needs of the user, for example: how to check voicemail. Or, how to share your desktop, etc.

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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Implementation Rating

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.

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Office Manager

Servpro of Pompano BeachConstruction, 1-10 employees

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Fuze 6.9

Based on 75 answers

Implementation on the other hand was fairly good. Getting the network infrastructure setup was a bit of work, but at least we had a bit of help from Fuze, in regards to that. Afterwards, we just had to notify our employees to install the Fuze client on their laptops and phones. After all that, the implementation went pretty smoothly

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IT Helpdesk Analyst

Absolute SoftwareComputer & Network Security, 201-500 employees

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Alternatives Considered

We only did a web search for other companies and found this service to fit all our needs, especially being able to get a BAA to help our HIPPA and HITECH compliance. It was over three years ago so I do not recall what others we looked at, but we did a general web search.

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Jeffrey Weist, MSW, LICSW

Co Owner

Center for Child and Family TherapyMental Health Care, 1-10 employees

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Although Skype and GoToMeeting are great products in their own right, I feel that Fuze has a more professional look and is more intuitive to use and navigate than other products. I feel that Fuze is more suited for business purposes and seems less like an instant messenger.

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Verified User

Administrator in Finance and Accounting

Hospital & Health Care Company, 51-200 employees

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Scalability

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.

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IT Manager

MedTrainerInternet, 51-200 employees

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Fuze 9.1

Based on 1 answer

Fuze does have scalability limits but most of that is how many end-points they can put on a virtual PBX, or VCX as they call them, I THINK its limit is somewhere between 2,000 and 5,000, but we've not had issues with that because we have put users into various VCXs some by location, some by department or function. Either way, we have 7,000 currently deployed, and are going to end up with over 15,000 when we are done, Fuze is VERY scalable.

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IT Technician

Micro FocusComputer Software, 5001-10,000 employees

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Return on Investment

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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Medical Office Admin

Community Health PartnersHealth, Wellness and Fitness, 11-50 employees

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We receive constant negative feedback from mangers about the system not functioning correctly. (This is mainly due to lack of support from Fuze)
This has had a positive impact in that the system is cheaper and we are missing less calls due to the functionality of the system.

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Helpdesk Manager

Mesilla Valley TransportationTransportation/Trucking/Railroad, 1001-5000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Required

Rating Summary

8x8 X Series (Formerly Virtual Office)

Fuze

8x8 X Series (Formerly Virtual Office)

Fuze

8x8 X Series (Formerly Virtual Office)

Fuze

8x8 X Series (Formerly Virtual Office)

Fuze

8x8 X Series (Formerly Virtual Office)

Fuze

8x8 X Series (Formerly Virtual Office)

Fuze

8x8 X Series (Formerly Virtual Office)

Fuze

8x8 X Series (Formerly Virtual Office)

Fuze

8x8 X Series (Formerly Virtual Office)

Fuze

8x8 X Series (Formerly Virtual Office)

Fuze

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