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254 Ratings
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Top Rated
88 Ratings

8x8 X Series (Formerly Virtual Office)

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254 Ratings
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Score 7.3 out of 100

NICE inContact CXone

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Top Rated
88 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)

Any business that has workers in multiple locations or workers who are based out for the office for significant periods of time will really benefit from the 8x8 cloud-based system. Your direct line follows you around, but because of the Virtual Attendant, office hours and out of hours can be configured so that you only receive calls when you're "at work."
Andrew Steven | TrustRadius Reviewer

NICE inContact CXone

Well suited if you take different type of calls & have a big team. You can, via the IVR options, split the calls & then can decide in Central who in your team will be receiving which calls. It is really good once you are familiar with Studio as you can update your options yourself without calling professional services. You can be reactive & proactive depending on your needs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.4
NICE inContact CXone
Hosted PBX
8x8 X Series (Formerly Virtual Office)
7.2
NICE inContact CXone
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
8.0
NICE inContact CXone
User templates
8x8 X Series (Formerly Virtual Office)
6.7
NICE inContact CXone
Call reports
8x8 X Series (Formerly Virtual Office)
7.1
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)
8.1
NICE inContact CXone
Answering rules
8x8 X Series (Formerly Virtual Office)
7.9
NICE inContact CXone
Call recording
8x8 X Series (Formerly Virtual Office)
8.1
NICE inContact CXone
Call park
8x8 X Series (Formerly Virtual Office)
7.8
NICE inContact CXone
Call screening
8x8 X Series (Formerly Virtual Office)
8.2
NICE inContact CXone
Message alerts
8x8 X Series (Formerly Virtual Office)
8.5
NICE inContact CXone

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.3
NICE inContact CXone
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.1
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)
6.8
NICE inContact CXone
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.3
NICE inContact CXone

Mobile apps

8x8 X Series (Formerly Virtual Office)
6.9
NICE inContact CXone
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.2
NICE inContact CXone
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
6.7
NICE inContact CXone

Contact Center Software

8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.2
Agent dashboard
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.3
Validate callers
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.2
Outbound response
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
7.1
Call forwarding
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.1
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
7.1
Warm transfer
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.2
Predictive dialing
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
7.9
Interactive voice response
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.5
REST APIs
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.6
Call scripts
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.5
Call tracking
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.7
Multichannel integration
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.4
CRM software integration
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.6

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.4
Inbound call routing
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
9.0
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.6
Recording
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.2
Quality management
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.1
Call analytics
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.3
Historical reporting
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.1
Live reporting
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
7.6
Customer surveys
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.8
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
NICE inContact CXone
8.5

Pros

8x8 X Series (Formerly Virtual Office)

  • 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.
Robbie Mancl | TrustRadius Reviewer

NICE inContact CXone

  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.
Hans Hong | TrustRadius Reviewer

Cons

8x8 X Series (Formerly Virtual Office)

  • Ability to integrate multiple businesses onto a single desk phone (or possibility this is a lack of familiarity with the system).
  • Have had no follow-up from the sales rep following the initial onboarding to ask if everything is alright. Would appreciate this.
  • Hardware delivery was somewhat slow, but there's this thing called coronavirus which may have impacted normal delivery times so not sure.
Jonathan Harris | TrustRadius Reviewer

NICE inContact CXone

  • The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
  • The way to create "categories" or "topics" is more cumbersome than with other platforms.
  • They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

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.
Daniel Herrera | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.7
Based on 6 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.
Daniel Herrera | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.4
Based on 57 answers
The software is pretty user friendly and intuitive. On the CXone's Max Agent platform, the auto-answer feature has incrementally reduced our answer times, and therefore, increased our ability to answer more calls in the same time. The drag and drop use of Studio makes designing or change a call script a breeze.
daniel jolly | TrustRadius Reviewer

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.8
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.
Daniel Herrera | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Performance

8x8 X Series (Formerly Virtual Office)

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.
Daniel Herrera | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.2
Based on 82 answers
The support was lackluster. I thought my sales rep was going to set up the phone system for me and it took several weeks of going back and forth and then being handed off to an implementation person who helped a great deal, but overall there was an impatience on both the part of sales and implementation with the number of calls that were needed to understand and set the system up. They both told me they were admonished by their management for spending too much time with me on my calls. I tried the chat feature, tutorials, and webinars, but ultimately needed a live person to help me with the final questions needed to set everything up.
Adrienne Robinson | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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)

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

NICE inContact CXone

No answers on this topic

Implementation Rating

8x8 X Series (Formerly Virtual Office)

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.
Cindy Pierre | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

As far as capabilities and ease to use, they all seem about the same. If you are not technologically savvy this all can be a bit difficult to set up by yourself. Nextiva had great customer service, but the service was not cost-effective and call texting was ridiculously complicated. If I could have access to tech support via chat it would be a lot less time-consuming.
Guillermo Paxton | 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) 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.
Daniel Herrera | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • 8x8 has cut down total monthly phone system cost by approximately 25%.
  • We can now work remotely without missing important calls and messages.
  • We can run many more reports than we could before as to who is calling and when.
  • Auto-attendant allows office personnel to not always have to answer if only basic information is needed by the caller.
William Perdue | TrustRadius Reviewer

NICE inContact CXone

  • CXone has allowed us to analyze metrics and reporting in a way that we weren't able to with our previous software. This allows us to hold our employees accountable with hard data.
  • Issues with Personal Connection have slowed us down when we have to manually dial, but overall the tool has allowed us to work quickly and efficiently.
  • We've been able to explore different agentless dialing and answering machine detection tools that ramp up our numbers and the number of clients we can reach a day.
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)
7.5
NICE inContact CXone
8.5

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
8.4
NICE inContact CXone
5.7

Usability

8x8 X Series (Formerly Virtual Office)
8.7
NICE inContact CXone
8.4

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.8
NICE inContact CXone

Performance

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

Support Rating

8x8 X Series (Formerly Virtual Office)
6.2
NICE inContact CXone
7.5

Implementation Rating

8x8 X Series (Formerly Virtual Office)
8.2
NICE inContact CXone
7.0

Scalability

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

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