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360 Ratings
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Top Rated
341 Ratings

8x8 X Series (Formerly Virtual Office)

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360 Ratings
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Score 7.7 out of 100

NICE inContact CXone

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Top Rated
341 Ratings
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Score 8.3 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

NICE inContact CXone

NICE inContact CXone is good for a team doing any sort of calling. It makes calling, managing calls, holding, transferring, conferencing, scheduling, organizing, and things of that nature very easy, thus making the process of work very seamless and easy.It also helps with scheduling, and communication between team membersIt wouldn't be well suited for teams who don't do calling, although some features would be helpful if calling is not being done.
Anthony Castellanos | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.3
NICE inContact CXone
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.4
NICE inContact CXone
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.5
NICE inContact CXone
User templates
8x8 X Series (Formerly Virtual Office)
7.5
NICE inContact CXone
Call reports
8x8 X Series (Formerly Virtual Office)
7.3
NICE inContact CXone
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.0
NICE inContact CXone

Call Management

8x8 X Series (Formerly Virtual Office)
7.6
NICE inContact CXone
Answering rules
8x8 X Series (Formerly Virtual Office)
7.4
NICE inContact CXone
Call recording
8x8 X Series (Formerly Virtual Office)
8.0
NICE inContact CXone
Call park
8x8 X Series (Formerly Virtual Office)
7.5
NICE inContact CXone
Call screening
8x8 X Series (Formerly Virtual Office)
7.0
NICE inContact CXone
Message alerts
8x8 X Series (Formerly Virtual Office)
7.9
NICE inContact CXone

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.6
NICE inContact CXone
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.6
NICE inContact CXone
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.8
NICE inContact CXone
Video screen sharing
8x8 X Series (Formerly Virtual Office)
7.3
NICE inContact CXone
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.8
NICE inContact CXone

Mobile apps

8x8 X Series (Formerly Virtual Office)
7.0
NICE inContact CXone
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.7
NICE inContact CXone
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
6.2
NICE inContact CXone

Contact Center Software

8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.1
Agent dashboard
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.3
Validate callers
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.3
Outbound response
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.2
Call forwarding
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.3
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.5
Warm transfer
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.5
Predictive dialing
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
7.5
Interactive voice response
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.0
REST APIs
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
7.8
Call scripts
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.0
Call tracking
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.3
Multichannel integration
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
7.9
CRM software integration
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
7.9

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.3
Inbound call routing
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.5
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.3
Recording
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.5
Quality management
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.5
Call analytics
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.4
Historical reporting
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.3
Live reporting
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.4
Customer surveys
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
7.9
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.0

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

NICE inContact CXone

  • Through automation, we are able to effectively monitor trends and provide in depth information to our customers.
  • Efficiently manage inbound and outbound call queues.
  • Allows team members to monitor each others status so that we can coordinate breaks, lunches and meetings without overlap.
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

NICE inContact CXone

  • The auto reports it generates are really ugly and not so easy to digest. While the team can find what they need and there is little fluff, I think the auto generated reports can look nice like some of the other data available. Spreadsheets are boring and some color will add some excitement.
Richard Rowland | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.5
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

NICE inContact CXone

NICE inContact CXone 8.6
Based on 14 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.7
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

NICE inContact CXone

NICE inContact CXone 8.5
Based on 268 answers
I give it this rating because just a baseline 5/10 would be call routing to customers in a timely manner out of the box. When you add to the baseline intelligent routing, great hold music, easy callback features, ability to overflow and reroute, seemingly transferring, and on and on, the extras should be 10/10. The reason it falters is just that the website crashes, or there's some maintenance from the provider too often.
Anonymous | TrustRadius Reviewer

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.1
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

NICE inContact CXone

NICE inContact CXone 7.7
Based on 3 answers
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Anonymous | TrustRadius Reviewer

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

NICE inContact CXone

NICE inContact CXone 9.0
Based on 3 answers
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Anonymous | TrustRadius Reviewer

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 5.5
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

NICE inContact CXone

NICE inContact CXone 7.5
Based on 6 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

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

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
Anonymous | TrustRadius Reviewer

Online Training

8x8 X Series (Formerly Virtual Office)

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.5
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

NICE inContact CXone

NICE inContact CXone 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

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

NICE inContact CXone

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

Scalability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.3
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

NICE inContact CXone

NICE inContact CXone 7.3
Based on 3 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

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

NICE inContact CXone

  • After the initial learning curve, we have found our agents are able handle calls more quickly and efficiently. The average time to answer is down and our wait times are down during peak times due to calls being handled better.
  • The ability of our managers to monitor the agents and supervisors through the app and dashboards has allowed them to spend more time focusing on other areas of their jobs. The visibility has allowed them to be more productive in other areas.
  • The issues we have had with managers and supervisors taking calls has led to negative customer experiences and frustrated employees.
Anonymous | TrustRadius Reviewer

Screenshots

8x8 X Series (Formerly Virtual Office)

Pricing Details

8x8 X Series (Formerly Virtual Office)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NICE inContact CXone

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)
7.4
NICE inContact CXone
8.3

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.5
NICE inContact CXone
8.6

Usability

8x8 X Series (Formerly Virtual Office)
7.7
NICE inContact CXone
8.5

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.1
NICE inContact CXone
7.7

Performance

8x8 X Series (Formerly Virtual Office)
7.4
NICE inContact CXone
9.0

Support Rating

8x8 X Series (Formerly Virtual Office)
5.5
NICE inContact CXone
7.5

In-Person Training

8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
9.0

Online Training

8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
9.0

Implementation Rating

8x8 X Series (Formerly Virtual Office)
6.5
NICE inContact CXone
8.2

Scalability

8x8 X Series (Formerly Virtual Office)
6.3
NICE inContact CXone
7.3

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