8x8 X Series (Formerly Virtual Office) vs Twilio | TrustRadius

What users are saying about

Score 7.7 out of 10

Based on 364 reviews and ratings

Score 8.6 out of 10

Based on 84 reviews and ratings

Feature Rating Comparison

8x8 X Series (Formerly Virtual Office)

Twilio

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

8x8 X Series (Formerly Virtual Office)

Twilio

Answering rules

Call recording

Call park

Call screening

Message alerts

8x8 X Series (Formerly Virtual Office)

Twilio

Video conferencing

Audio conferencing

Video screen sharing

Instant messaging

8x8 X Series (Formerly Virtual Office)

Twilio

Mobile app for iOS

Mobile app for Android

8x8 X Series (Formerly Virtual Office)

Twilio

Agent dashboard

Validate callers

Outbound response

Call forwarding

Warm transfer

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 X Series (Formerly Virtual Office)

Twilio

Inbound call routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Verified User

Administrator in Information Technology

Mechanical Or Industrial Engineering Company, 51-200 employees

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Easy implementation. Just a few lines of code.
Custom numbers for area codes (we have one in each different city).
Cost effective. Very cheap not only for a number (about $1 or so per number per month) but also for sending out automated SMS.
Good overview dashboards to see activity, send rates, and deliverability.
Number verification (so the text that makes you input a code) something we haven't used but will be adding in in the near future.

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Chief Marketing Officer

DinelyInternet, 1-10 employees

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Cons

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.

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Verified User

Vice-President in Information Technology

Automotive Company, 1001-5000 employees

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There is some latency when calling international phone numbers.
You are charged for both incoming and outgoing calls so your costs can go up quite quickly depending on usage.
VoIP laws come into the picture depending on where you are located. You may need to get your IP whitelisted by your provider to allow VoIP calls within your location if this is the case for you. Would be great if Twilio could assist with this aspect.

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Verified User

Program Manager in Product Management

Human Resources Company, 11-50 employees

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Likelihood to Renew

8x8 X Series (Formerly Virtual Office) 6.3

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.

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IT Manager

MedTrainerInternet, 51-200 employees

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No score

No answers yet

No answers on this topic

Usability

8x8 X Series (Formerly Virtual Office) 7.6

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.

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Verified User

Executive in Other

Consumer Electronics Company, 1-10 employees

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Twilio 9.0

Based on 1 answer

It really cannot get much easier. Simply sign in, verify the device and off you go. I have found Authy to be very easy and almost identical across all the devices I use. I am disappointed about the slow update process. Authy could use some updating, but I have not seen it yet.

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Verified User

Manager in Information Technology

Higher Education Company, 51-200 employees

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Reliability and Availability

8x8 X Series (Formerly Virtual Office) 7.0

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.

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IT Manager

MedTrainerInternet, 51-200 employees

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No score

No answers yet

No answers on this topic

Performance

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.

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IT Manager

MedTrainerInternet, 51-200 employees

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No score

No answers yet

No answers on this topic

Support Rating

8x8 X Series (Formerly Virtual Office) 5.3

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.

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Verified User

Director in Information Technology

Apparel & Fashion Company, 11-50 employees

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Twilio 7.3

Based on 14 answers

I've never had to contact Authy's support. Of course, that's because Authy is so simple and easy to use that there hasn't been any need to. Authy correctly implements the time-based one-time password (TOTP) protocol, and becomes it conforms to the standard, it easily replaces Google Authenticator for your needs.

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Verified User

Engineer in Research & Development

Pharmaceuticals Company, 5001-10,000 employees

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In-Person Training

N/a. No in-person training.

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Office Manager

Servpro of Pompano BeachConstruction, 1-10 employees

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No answers on this topic

Implementation Rating

8x8 X Series (Formerly Virtual Office) 6.3

Based on 5 answers

I can only respond to this question with regards to transferring ownership of the account. that was easy and smooth.

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Office Manager

Servpro of Pompano BeachConstruction, 1-10 employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Verified User

Executive in Other

Computer & Network Security Company, 11-50 employees

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Google Authenticator — There's no contest here, Authy feels like a much better choice. It's much easier to recover from a lost phone, and it's one less Google app on my phone.1Password — This is actually the next product we plan to evaluate; it's more promising for sharing accounts across multiple users.

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Senior Digital Strategist

LullabotInternet, 51-200 employees

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Scalability

8x8 X Series (Formerly Virtual Office) 6.2

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.

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IT Manager

MedTrainerInternet, 51-200 employees

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No score

No answers yet

No answers on this topic

Return on Investment

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.

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Verified User

Executive in Corporate

Music Company, 11-50 employees

View all 215 answers on this topic

Our ROI was improved compared to our previous providers. Twilio Voice fees are very reasonable comparing with similar alternatives.
We can add easily new phone numbers for as little as US$1 for newcomers and offices, just with the click of a button inside Twilio admin console.

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Verified User

Manager in Information Technology

Computer Software Company, 51-200 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

8x8 X Series (Formerly Virtual Office) Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Twilio Editions & Modules

Edition

Local Calls	$0.013¹
Toll-Free Calls	$0.013¹
Browser / App Calls	$0.040¹

Per Minute

Additional Pricing Details

—

Rating Summary

8x8 X Series (Formerly Virtual Office)

Twilio

8x8 X Series (Formerly Virtual Office)

Twilio

8x8 X Series (Formerly Virtual Office)

Twilio

8x8 X Series (Formerly Virtual Office)

Twilio

8x8 X Series (Formerly Virtual Office)

Twilio

8x8 X Series (Formerly Virtual Office)

Twilio

8x8 X Series (Formerly Virtual Office)

Twilio

8x8 X Series (Formerly Virtual Office)

Twilio

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