What users are saying about
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207 Ratings
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Top Rated
205 Ratings

8x8 X Series (Formerly Virtual Office)

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207 Ratings
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Score 7.5 out of 100

Talkdesk

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Top Rated
205 Ratings
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Score 8 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

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.8
Talkdesk
Hosted PBX
8x8 X Series (Formerly Virtual Office)
7.9
Talkdesk
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
8.0
Talkdesk
User templates
8x8 X Series (Formerly Virtual Office)
7.1
Talkdesk
Call reports
8x8 X Series (Formerly Virtual Office)
7.5
Talkdesk
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.5
Talkdesk

Call Management

8x8 X Series (Formerly Virtual Office)
8.6
Talkdesk
Answering rules
8x8 X Series (Formerly Virtual Office)
8.4
Talkdesk
Call recording
8x8 X Series (Formerly Virtual Office)
8.7
Talkdesk
Call park
8x8 X Series (Formerly Virtual Office)
8.3
Talkdesk
Call screening
8x8 X Series (Formerly Virtual Office)
8.9
Talkdesk
Message alerts
8x8 X Series (Formerly Virtual Office)
8.9
Talkdesk

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
8.1
Talkdesk
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.8
Talkdesk
Audio conferencing
8x8 X Series (Formerly Virtual Office)
8.4
Talkdesk

Mobile apps

8x8 X Series (Formerly Virtual Office)
7.5
Talkdesk
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.6
Talkdesk
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
7.4
Talkdesk

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Talkdesk
8.5
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.6
Validate callers
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.6
Outbound response
8x8 X Series (Formerly Virtual Office)
Talkdesk
9.1
Call forwarding
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.8
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.5
Warm transfer
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.6
Predictive dialing
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.1
Interactive voice response
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.6
REST APIs
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.2
Call scripts
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.5
Call tracking
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.7
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.3
CRM software integration
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.2

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Talkdesk
8.7
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.8
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
Talkdesk
9.1
Recording
8x8 X Series (Formerly Virtual Office)
Talkdesk
9.2
Quality management
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.6
Call analytics
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.4
Historical reporting
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.8
Live reporting
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.7
Customer surveys
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.2
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
Talkdesk
8.2

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

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta | TrustRadius Reviewer

Cons

8x8 X Series (Formerly Virtual Office)

  • 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.
Andy Taylor | TrustRadius Reviewer

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. | 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

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.6
Based on 5 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

Talkdesk

Talkdesk 8.8
Based on 16 answers
It's simple to use. A classic phone digit call-bar and a clear reporting page which displays call progress and agent status. The call-bar automatically populates ZenDesk tickets for all on-file numbers. Unknown or unassociated emails can be easily copied and referenced or applied to a new contact slot. Nothing fancy, as it should be.
Colby Seifert | TrustRadius Reviewer

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.7
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

Talkdesk

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

Talkdesk

No score
No answers yet
No answers on this topic

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.7
Based on 45 answers
They are fully functioning and easily manageable, crucial to our company as we have dispatch and office administration and are a medical facility. If our phone lines go down, people could be impacted by it in a very negative way.
Hallie Gonzales | TrustRadius Reviewer

Talkdesk

Talkdesk 9.1
Based on 73 answers
Support is extremely well delivered in a timely manner. I have not had any situation where I have felt not supported by the team of Talkdesk. The support is there, and it makes the whole experience so much nicer, unlike other platforms were you feel isolated once you have purchased the product.
Clara Rizzo | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

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

Talkdesk

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

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

We only did a web search for other companies and found this service to fit all our needs, especially being able to get a BAA to help our HIPPA and HITECH compliance. It was over three years ago so I do not recall what others we looked at, but we did a general web search.
Jeffrey Weist, MSW, LICSW | TrustRadius Reviewer

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton | 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

Talkdesk

No score
No answers yet
No answers on this topic

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • 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.
Renee Allard | TrustRadius Reviewer

Talkdesk

  • So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
  • During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
  • Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.
Sanaz Salmassi | TrustRadius Reviewer

Pricing Details

8x8 X Series (Formerly Virtual Office)

General

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

Talkdesk

General

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

Rating Summary

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)
7.7
Talkdesk
8.1

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
8.4
Talkdesk
10.0

Usability

8x8 X Series (Formerly Virtual Office)
8.6
Talkdesk
8.8

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.7
Talkdesk

Performance

8x8 X Series (Formerly Virtual Office)
7.7
Talkdesk

Support Rating

8x8 X Series (Formerly Virtual Office)
6.7
Talkdesk
9.1

Implementation Rating

8x8 X Series (Formerly Virtual Office)
8.2
Talkdesk
7.0

Scalability

8x8 X Series (Formerly Virtual Office)
7.3
Talkdesk

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