8x8 X Series (Formerly Virtual Office) vs Kixie

• 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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• Kixie integrates seamlessly with our CRM (Zoho), meaning it updates call notes directly on the customer's CRM profile.
• The one-click dialing feature directly through our CRM is a great feature. It's so simple; just search for a name, one-click, and you are on the phone.
• The local presence feature is a nice touch for cold calls. It provides a local area code when cold calling to increase the likelihood of an answer to the call.

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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 is a big price difference between Kixie's limited minutes and unlimited minutes calling plans. I was expecting a price increase for unlimited minutes, but I didn't expect it to be that large of an increase (almost double the price).
• The minutes for the limited calling plan is set at 300 minutes a month. For my organization that makes a lot of calls, this is a very low amount, which forces us to upgrade to the unlimited calling plan.
• It's easy to get started with Kixie by signing up for their free trial. However, the pricing that was advertised during the free trial period turned out to be quite different for my organization when it was actually time to purchase the service after the trial period was over.

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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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• Kixie has made our sales team more productive by freeing up their time for more calls and customer engagement.
• My sales team has also become more organized by using Kixie. We are able to be more systematic and strategic with when we are calling and the frequency of our calls. This has improved our success ratio in getting leads into our pipeline.
• The reporting features on Kixie has allowed my organization to better identify members of my sales staff that are having call success and reward them for their efforts.

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