8x8 X Series (Formerly Virtual Office) vs West Unified Communications Services (InterCall) | TrustRadius

What users are saying about

Score 7.4 out of 10

Based on 389 reviews and ratings

Score 7.7 out of 10

Based on 18 reviews and ratings

Feature Rating Comparison

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

Answering rules

Call recording

Call park

Call screening

Message alerts

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

Video conferencing

Audio conferencing

Video screen sharing

Instant messaging

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

Mobile app for iOS

Mobile app for Android

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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Large conference calls
Reliable calling technology
Easy to call in with no confusion

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Jonelle Lippincott

IT Support Specialist

Resource AmericaInvestment Management, 201-500 employees

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Cons

Customer support needs some serious changes. The inability to email a ticket in is extremely frustrating. 60% of the time support technicians are quick to blame the customers environment for issues without adequate troubleshooting or review from the engineering team.
Updates to the VoIP client need to be QA'd better. Making an update available that breaks features such as call forwarding, warm transfers and parking calls in unacceptable.
Maintenances on 8x8 infrastructure needs to be done off hours or on weekends. Pushing an update mid day and causing an outage for either desk phones or the 8x8 app is unacceptable. We had several instances this quarter where one or the other would stop working only to have it resolve on its own 2 hours later.
8x8 mobile app has call echo more than 50% of the time. This occurs whether or not we are on wifi.

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IT Manager

BBJ LinenEvents Services, 201-500 employees

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Hold music is normally loud and not pleasant

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Jonelle Lippincott

IT Support Specialist

Resource AmericaInvestment Management, 201-500 employees

View all 1 answers on this topic

Likelihood to Renew

8x8 X Series (Formerly Virtual Office) 6.7

Based on 10 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) 7.5

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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No score

No answers yet

No answers on this topic

Reliability and Availability

8x8 X Series (Formerly Virtual Office) 7.8

Based on 4 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) 8.1

Based on 4 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) 4.3

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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No score

No answers yet

No answers on this topic

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) 6.4

Based on 6 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

The global availability of 8x8 [X Series (Formerly Virtual Office)] was critical to our company wide adoption, ensuring Kaseya can use the platform regardless of geography and with no call degradation or issues. Historically we have found other providers with global exposure have their systems hosted in the US or EMEA exclusively leading to poor telephone quality in the APAC region.

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General Manager APAC

KaseyaInformation Technology & Services, 1001-5000 employees

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We only use intercall and always have, our in house phone system is Cisco.

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Jonelle Lippincott

IT Support Specialist

Resource AmericaInvestment Management, 201-500 employees

View all 1 answers on this topic

Scalability

8x8 X Series (Formerly Virtual Office) 7.3

Based on 4 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

Mobility very helpful in dealing with the pandemic.
We don't measure ROI, but up front costs are much less than traditional pbx.
Not a true SaaS solution - you can buy more licenses, but you can't reduce licenses during contract period. Very disappointing.

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Verified User

Vice-President in Information Technology

Automotive Company, 1001-5000 employees

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It does cost our company money so we try to give out numbers only when needed

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Jonelle Lippincott

IT Support Specialist

Resource AmericaInvestment Management, 201-500 employees

View all 1 answers on this topic

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

Edition

8x8 Express	$12¹
X2	$24¹
X4	$44¹

Per User/Per Month

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

West Unified Communications Services (InterCall) Editions & Modules

—

Additional Pricing Details

—

Rating Summary

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

8x8 X Series (Formerly Virtual Office)

West Unified Communications Services (InterCall)

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