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288 Ratings
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Top Rated
255 Ratings

8x8 X Series (Formerly Virtual Office)

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288 Ratings
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Score 7.2 out of 100

Salesforce Service Cloud

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Top Rated
255 Ratings
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Score 7.9 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

Salesforce Service Cloud

There are several components to Service Cloud which I will address: Cases, Knowledge, and Community. Each of these has various pros and cons, although the cons far outweigh the pros. It's become an albatross around our company's neck, and I'm requesting our company decision makers to move to a different platform ASAP.
  • Cases
Cases is the basis of Service Cloud, and once you get accustomed to the workflow and interface, it can be quite useful. You can search for knowledge articles, email responses, or use case comments. Out of the box, Service Cloud is terrible, and it will not do what you want. There is a large amount of configuration you will need to do, from setting up email templates, creating workflows to mimic what other platforms do out-of-the-box, and even then you will encounter issues that impede your ability to communicate effectively with your customer. Out-of-the-box email-2-case did not work because we had an Email Service class installed for something else, which rendered the default email-2-case completely useless. So we need to create a custom email handler for cases. This also meant some of the native functionality was no longer going to work. We would end up having to write a ton of customized code, Lightning components, workflows, etc.
  • Knowledge
Knowledge is rather nice at first, until you start using it and discover the limitations imposed by Salesforce. Articles are limited to 131,000 characters, and that includes the HTML markup hidden to the viewer. This means your articles will end up having to be abbreviated or broken up into smaller pieces. We tried to host these articles externally, but there is no option to embed these inside the Article object. You can embed videos hosted on YouTube, Vimeo or DailyMotion, but that's the extent. Anything else will require a fully customized solution for displaying knowledge articles. It's a very basic knowledge solution. Salesforce offers a really strong knowledge base of their own, but it's almost certainly not running using Articles, because Articles is terrible.
  • Community
Communities is where your customers can go to search knowledge articles, communicate with support, and even create records in your org. It is quite customizable, which is laudable and appreciated. The ability to update and manage the community is relatively easy and can be done without much code. Unfortunately, the issue comes up with Cases. There are components for displaying Cases, but unbelievably, there is no place for discussion of the case with the service agent. This is almost ludicrous. There are Case Comment related lists, but these are handicapped by artificial constraints. Customers can't view the entire case comment, because it is only a related list, and there's no ability to change this without creating your own Lightning component, which means additional development costs.Ultimately, the overall impression of Service Cloud is an extraordinarily half-baked product which is nowhere near enterprise-grade, despite carrying enterprise-level costs
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.0
Salesforce Service Cloud
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.1
Salesforce Service Cloud
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.7
Salesforce Service Cloud
User templates
8x8 X Series (Formerly Virtual Office)
6.9
Salesforce Service Cloud
Call reports
8x8 X Series (Formerly Virtual Office)
6.9
Salesforce Service Cloud
Directory of employee names
8x8 X Series (Formerly Virtual Office)
7.7
Salesforce Service Cloud

Call Management

8x8 X Series (Formerly Virtual Office)
7.6
Salesforce Service Cloud
Answering rules
8x8 X Series (Formerly Virtual Office)
7.3
Salesforce Service Cloud
Call recording
8x8 X Series (Formerly Virtual Office)
7.8
Salesforce Service Cloud
Call park
8x8 X Series (Formerly Virtual Office)
7.4
Salesforce Service Cloud
Call screening
8x8 X Series (Formerly Virtual Office)
7.3
Salesforce Service Cloud
Message alerts
8x8 X Series (Formerly Virtual Office)
8.0
Salesforce Service Cloud

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.2
Salesforce Service Cloud
Video conferencing
8x8 X Series (Formerly Virtual Office)
6.9
Salesforce Service Cloud
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.7
Salesforce Service Cloud
Video screen sharing
8x8 X Series (Formerly Virtual Office)
6.8
Salesforce Service Cloud
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.6
Salesforce Service Cloud

Mobile apps

8x8 X Series (Formerly Virtual Office)
6.2
Salesforce Service Cloud
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.1
Salesforce Service Cloud
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
5.4
Salesforce Service Cloud

Incident and problem management

8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.2
Organize and prioritize service tickets
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.3
Expert directory
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
6.4
Subscription-based notifications
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.1
ITSM collaboration and documentation
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.4
Ticket creation and submission
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.8
Ticket response
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.1

Self Help Community

8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.4
External knowledge base
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.5
Internal knowledge base
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.3

Multi-Channel Help

8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.8
Customer portal
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
6.7
IVR
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
8.5
Social integration
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
8.6
Email support
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.6
Help Desk CRM integration
8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
7.7

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

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

Cons

8x8 X Series (Formerly Virtual Office)

  • At times call quality with callers outside the 8x8 system at times is poor.
  • Voicemail boxes are not very large, and can fill quickly.
  • A means to mark all received faxes at one time as read within Virtual Office would be nice.
Christopher Alcumbrack | TrustRadius Reviewer

Salesforce Service Cloud

  • Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.6
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.
Daniel Herrera | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.7
Based on 13 answers
I have found both the use, and administration of 8x8 to be very straight forward. After a brief period of familiarization all of my users have found the use of the system quite simple. The system is scalable in some regards as it allows for simple use, or more broad usage of features. You can simply have a desk phone, and use the system like a simple phone. Or you can use the Virtual Office program and app to use all of the features offered.
Christopher Alcumbrack | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse | 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

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Performance

8x8 X Series (Formerly Virtual Office)

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.
Daniel Herrera | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 5.7
Based on 104 answers
Very easy to use. In this day of age, finding a company with a great product, competitive pricing and top ofthe line customer service is hard to do. We found it with 8x8 and look forward to using it for many years to come.We also will be happy to recommend it to anyone else who is looking for suggestions.
Tim Layton | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 7.1
Based on 15 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
Anonymous | TrustRadius Reviewer

Implementation Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.3
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.
Daniel Herrera | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

If I had a choice to pick otherwise, I would. I came into the company when they already had 8x8 and it is such an issue. The fact that you have to have the VO AND the VCC open at the same time, llike why? I would definitely not choose them over quite a few companies.
Josh Kim | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.
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

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • We were able to use desk phones we already had minimizing the initial investment.
  • It allowed us to transition to remote work seamlessly when the need arose.
  • Users required less training because the features were similar to other commonly used phone systems.
Bret Miller | TrustRadius Reviewer

Salesforce Service Cloud

  • We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
  • This led to faster delivery times and reduced errors as well as better knowledge retention.
  • We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
  • Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
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

Salesforce Service Cloud

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)
7.0
Salesforce Service Cloud
7.1

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.6
Salesforce Service Cloud
9.6

Usability

8x8 X Series (Formerly Virtual Office)
7.7
Salesforce Service Cloud
9.0

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.8
Salesforce Service Cloud

Performance

8x8 X Series (Formerly Virtual Office)
7.6
Salesforce Service Cloud

Support Rating

8x8 X Series (Formerly Virtual Office)
5.7
Salesforce Service Cloud
7.1

Online Training

8x8 X Series (Formerly Virtual Office)
Salesforce Service Cloud
9.0

Implementation Rating

8x8 X Series (Formerly Virtual Office)
8.3
Salesforce Service Cloud

Scalability

8x8 X Series (Formerly Virtual Office)
7.3
Salesforce Service Cloud

Add comparison