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

What users are saying about

Score 7.5 out of 10

Based on 318 reviews and ratings

Score 7.3 out of 10

Based on 160 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

Video screen sharing

Instant messaging

8x8 X Series (Formerly Virtual Office)

Fuze

Mobile app for iOS

Mobile app for Android

Pros

The control panel is great and gives us full flexibility over how our system is configured.
The customer support at initial setup was superb and we had a dedicated account manager who ensured that we were fully configured and working the way we wanted before handing over to the ongoing support team.
The smartphone app is great and is just like having your fully-functional desk phone in your pocket.

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IT Director

GTMatrixLogistics and Supply Chain, 1-10 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 mobile app is good but can be too much at times, almost taking over the phone.
It would be nice if there was a way that when a voicemail is sent via email that it could mark it as listened to once the email has been opened.
The setup for the auto attendant is very intuitive, granted it works well once set up.
It would be nice if a call placed on hold could be picked up by another extension

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Project Manager

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

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Responses to customer issues are often poor, This is mainly directed to billing-related issues but to a customer reporting a problem they do not care what department is causing the delay, it's just an issue that they have opened that needs to be sorted out.
There seems to have been several changes regarding the direction the product is moving in certain areas which have caused confusion and frustration. Areas that are very important to our business which we were told were planned have been jettisoned.
More transparency should be given regarding the roadmap and direction.

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Verified User

Manager in Information Technology

Information Technology and Services Company, 501-1000 employees

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Likelihood to Renew

8x8 X Series (Formerly Virtual Office) 6.3

Based on 8 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 3.3

Based on 15 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) 7.8

Based on 21 answers

The actual 8x8 and user portion work great, the administrative side of things, not so much. Things are not user-friendly as an admin and make it difficult for me to navigate and understand what is going on. Also, in the switch from the previous system to the new one, things didn't switch over correctly, creating more work for myself. Also, there have been issues with accessing for some users.

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Technical Specialist

Peak Dental ServicesHospital & Health Care, 201-500 employees

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Fuze 6.6

Based on 9 answers

Very easy to use. You log in with your organization credentials. You can choose which device you want to use it on. If it needs to be embedded to SalesForce, then you have to stick to Windows. As for mobile units, you can install it on iOS or Android and make calls easily.

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Technical Support Engineer

Zebra TechnologiesInformation Technology & Services, 5001-10,000 employees

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Reliability and Availability

8x8 X Series (Formerly Virtual Office) 7.9

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 8.0

Based on 2 answers

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) 7.6

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 8.0

Based on 2 answers

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) 5.6

Based on 112 answers

I very rarely rate 10 as I believe there is always room for improvement. With that having been said, 8x8 customer support has been outstanding each and every time I have had to use it. They are quick in taking action, and quick in finding a solution to my problem

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Christopher Alcumbrack

Information Technology Administrator

Champion Manufacturing Inc.Medical Device, 51-200 employees

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Fuze 6.7

Based on 87 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

No answers on this topic

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) 8.4

Based on 4 answers

This was already in place before I joined the organization but given that we're still satisfied with it, I would say that the implementation was a success across the board.

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IT Manager

MedTrainerInternet, 51-200 employees

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Fuze 7.3

Based on 88 answers

I am very well satisfied with the Fuze implementation at our company. It is really easy to set up. It's a straight up process and requires very minimal oversight. I will also like to say that the implementation was fairly quick. Also the UI is very easy to go around. You can easily find any feature in particular that you were searching for.

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Information Security Analyst

Absolute SoftwareComputer & Network Security, 201-500 employees

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Alternatives Considered

We previously used the Allworx on-site VOIP system. Having migrated away from Allworx, we are finding the administration of 8x8 very similar, so we came from a background of VOIP administration. Using that experience, helped us transition to 8x8 very easy. Also, not being tied to internal hardware made for a better, more flexible deployment.

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IT Admin

Walter E. Smithe FurnitureRetail, 201-500 employees

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WebEx seems to be a top contender against Fuze, but because it's more meeting based than for just individual calls we decided to disregard it as a solution as a replacement for our traditional phone system. Skype for Business on the other hand is also good and has the features we need, but it was too expensive.

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IT Helpdesk Analyst

Absolute SoftwareComputer & Network Security, 201-500 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 6.0

Based on 2 answers

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

For me - the ROI is being able to close business much faster. I love being able to receive electronic faxes while I’m out of the office as I receive purchase orders and know they have arrived with the email update.

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Sales Representative

POS supplySolutionsRestaurants, 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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