What users are saying about
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364 Ratings
84 Ratings

8x8 X Series (Formerly Virtual Office)

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364 Ratings
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Score 7.7 out of 100
84 Ratings
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Score 8.6 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

Twilio

If you've ever gone to use a multi-factor authenticated app, and not had your authentication device nearby, but had another device on-hand, Authy is for you. Authy makes it easy to turn any of your devices into your second factor for authentication, ensuring that your codes are always at hand. Even if you don't want to use multiple devices, users will appreciate the ability to back up their authentication codes, so that if their authentication device is ever lost, they can easily recover the codes to a new device, without having to re-register the new device with their applications.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.3
Twilio
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.3
Twilio
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.4
Twilio
User templates
8x8 X Series (Formerly Virtual Office)
7.4
Twilio
Call reports
8x8 X Series (Formerly Virtual Office)
7.3
Twilio
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.0
Twilio

Call Management

8x8 X Series (Formerly Virtual Office)
7.4
Twilio
Answering rules
8x8 X Series (Formerly Virtual Office)
7.3
Twilio
Call recording
8x8 X Series (Formerly Virtual Office)
7.9
Twilio
Call park
8x8 X Series (Formerly Virtual Office)
7.4
Twilio
Call screening
8x8 X Series (Formerly Virtual Office)
6.8
Twilio
Message alerts
8x8 X Series (Formerly Virtual Office)
7.8
Twilio

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.6
Twilio
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.6
Twilio
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.7
Twilio
Video screen sharing
8x8 X Series (Formerly Virtual Office)
7.3
Twilio
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.8
Twilio

Mobile apps

8x8 X Series (Formerly Virtual Office)
6.9
Twilio
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.7
Twilio
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
6.1
Twilio

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Twilio
8.8
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Twilio
9.2
Validate callers
8x8 X Series (Formerly Virtual Office)
Twilio
9.2
Outbound response
8x8 X Series (Formerly Virtual Office)
Twilio
8.4
Call forwarding
8x8 X Series (Formerly Virtual Office)
Twilio
8.0
Warm transfer
8x8 X Series (Formerly Virtual Office)
Twilio
6.1
Interactive voice response
8x8 X Series (Formerly Virtual Office)
Twilio
9.2
REST APIs
8x8 X Series (Formerly Virtual Office)
Twilio
9.5
Call scripts
8x8 X Series (Formerly Virtual Office)
Twilio
9.2
Call tracking
8x8 X Series (Formerly Virtual Office)
Twilio
9.2
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Twilio
8.6
CRM software integration
8x8 X Series (Formerly Virtual Office)
Twilio
9.5

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Twilio
10.0
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Twilio
10.0
Recording
8x8 X Series (Formerly Virtual Office)
Twilio
10.0
Quality management
8x8 X Series (Formerly Virtual Office)
Twilio
10.0
Call analytics
8x8 X Series (Formerly Virtual Office)
Twilio
10.0
Historical reporting
8x8 X Series (Formerly Virtual Office)
Twilio
10.0
Live reporting
8x8 X Series (Formerly Virtual Office)
Twilio
10.0
Customer surveys
8x8 X Series (Formerly Virtual Office)
Twilio
10.0
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
Twilio
10.0

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

Twilio

  • 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.
Evan Laird | 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

Twilio

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

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.
Daniel Herrera | TrustRadius Reviewer

Twilio

No score
No answers yet
No answers on this topic

Usability

8x8 X Series (Formerly Virtual Office)

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.
Anonymous | TrustRadius Reviewer

Twilio

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.
Anonymous | TrustRadius Reviewer

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

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.
Daniel Herrera | TrustRadius Reviewer

Twilio

No score
No answers yet
No answers on this topic

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

Twilio

No score
No answers yet
No answers on this topic

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 5.3
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.
Anonymous | TrustRadius Reviewer

Twilio

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.
Anonymous | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

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

Twilio

No answers on this topic

Implementation Rating

8x8 X Series (Formerly Virtual Office)

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.
Cindy Pierre | TrustRadius Reviewer

Twilio

No score
No answers yet
No answers on this topic

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

Twilio

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.
Jeff Eaton | TrustRadius Reviewer

Scalability

8x8 X Series (Formerly Virtual Office)

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.
Daniel Herrera | TrustRadius Reviewer

Twilio

No score
No answers yet
No answers on this topic

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

Twilio

  • 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.
Anonymous | 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

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

Additional Pricing Details

Twilio

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
  1. Per Minute
Additional Pricing Details

Rating Summary

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)
7.3
Twilio
8.6

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.3
Twilio

Usability

8x8 X Series (Formerly Virtual Office)
7.6
Twilio
9.0

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.0
Twilio

Performance

8x8 X Series (Formerly Virtual Office)
7.4
Twilio

Support Rating

8x8 X Series (Formerly Virtual Office)
5.3
Twilio
7.3

Implementation Rating

8x8 X Series (Formerly Virtual Office)
6.3
Twilio

Scalability

8x8 X Series (Formerly Virtual Office)
6.2
Twilio

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