Khoros Care vs. VirtualPBX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros Care
Score 8.3 out of 10
Enterprise companies (1,001+ employees)
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers: Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated platform to manage customer engagements at scale. Supporting the widest range of digital messaging channels, including; web chat, in-app, email, Facebook, Twitter, Instagram,…N/A
VirtualPBX
Score 8.6 out of 10
N/A
VirtualPBX is a VoIP solution that in addition to VoIP offers analog, smartphone, WebRTC, SIP Trunking & native calling options. It can also be used as a virtual contact center or virtual office solution.
$9
per month
Pricing
Khoros CareVirtualPBX
Editions & Modules
No answers on this topic
Starter
$9.00
per month per user
Flex
$18.00
per month per user
Pro
$24.00
per month per user
Premier
$34.00
per month per user
Offerings
Pricing Offerings
Khoros CareVirtualPBX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalOptional
Additional DetailsPricing is variable based on the needs of the customer.Discount available for annual pricing.
More Pricing Information
Features
Khoros CareVirtualPBX
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Khoros Care
-
Ratings
VirtualPBX
9.4
1 Ratings
14% above category average
Hosted PBX00 Ratings9.01 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.01 Ratings
User templates00 Ratings10.01 Ratings
Call reports00 Ratings9.01 Ratings
Directory of employee names00 Ratings10.01 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Khoros Care
-
Ratings
VirtualPBX
9.4
1 Ratings
12% above category average
Answering rules00 Ratings10.01 Ratings
Call recording00 Ratings10.01 Ratings
Call park00 Ratings9.01 Ratings
Call screening00 Ratings9.01 Ratings
Message alerts00 Ratings9.01 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Khoros Care
-
Ratings
VirtualPBX
9.8
1 Ratings
19% above category average
Video conferencing00 Ratings10.01 Ratings
Audio conferencing00 Ratings10.01 Ratings
Video screen sharing00 Ratings9.01 Ratings
Instant messaging00 Ratings10.01 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Khoros Care
-
Ratings
VirtualPBX
9.0
1 Ratings
9% above category average
Mobile app for iOS00 Ratings9.01 Ratings
Mobile app for Android00 Ratings9.01 Ratings
Best Alternatives
Khoros CareVirtualPBX
Small Businesses
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Score 9.5 out of 10
Medium-sized Companies
Zoho Desk
Zoho Desk
Score 8.9 out of 10
PanTerra Streams
PanTerra Streams
Score 9.4 out of 10
Enterprises
Desk.com
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Score 8.4 out of 10
Cisco Business Edition 7000
Cisco Business Edition 7000
Score 9.2 out of 10
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User Ratings
Khoros CareVirtualPBX
Likelihood to Recommend
8.0
(73 ratings)
10.0
(3 ratings)
Likelihood to Renew
8.0
(41 ratings)
10.0
(1 ratings)
Usability
7.3
(7 ratings)
-
(0 ratings)
Availability
9.0
(4 ratings)
-
(0 ratings)
Performance
9.0
(4 ratings)
-
(0 ratings)
Support Rating
7.0
(11 ratings)
-
(0 ratings)
In-Person Training
9.0
(2 ratings)
-
(0 ratings)
Online Training
7.3
(1 ratings)
-
(0 ratings)
Implementation Rating
8.0
(46 ratings)
-
(0 ratings)
Product Scalability
8.5
(38 ratings)
-
(0 ratings)
User Testimonials
Khoros CareVirtualPBX
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
Khoros Care is great for quick responses on Facebook, Twitter, and Instagram, which are our three most used platforms. Based on what I have seen, it would be better to have a more in-depth review module that allows for better response capability. Right now, it seems that Khoros Care only allows us a bird's eye view of sentiment and issues, versus handling all responses across various review platforms.
Read full review
VirtualPBX
We consider that it is a very complete internet call software that is worth having in all companies that want to increase their sales through customer service agents because, with all its tools, agents improve their workday by day.
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Pros
Khoros (Formerly Spredfast + Lithium)
  • Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
  • Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
  • Khoros Care helps our social media manager manage and monitor our teams.
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VirtualPBX
  • Customizable auto attendant
  • Reliability
  • Personalized phone conferencing
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Cons
Khoros (Formerly Spredfast + Lithium)
  • More options to customize the default templates for the smart views in analytics or the pre-made one for work queues and agents
  • Automated and customized exports from analytics without the need to use APIs
  • More granular priorities or prioritization methods (like a point system)
  • More metrics to prioritize conversations with, like answer speed of the author, time waited since last answer, custom attributes, etc.
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VirtualPBX
  • Integration of the application and virtual management features in that area such as High Availability
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Likelihood to Renew
Khoros (Formerly Spredfast + Lithium)
I don't see any reason why we would not renew. We have had a great overall experience, and other than some support concerns, everything has run smoothly. In addition to the platform, our experience with the bot has been really good. We average between 25-30% of our volume handled by the bot, while still maintaining easy-to-use offramps for customers.
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VirtualPBX
Once it works and has retain ROI.....keep it going
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Usability
Khoros (Formerly Spredfast + Lithium)
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
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VirtualPBX
No answers on this topic
Reliability and Availability
Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review
VirtualPBX
No answers on this topic
Performance
Khoros (Formerly Spredfast + Lithium)
No issues.
Read full review
VirtualPBX
No answers on this topic
Support Rating
Khoros (Formerly Spredfast + Lithium)
Khoros [Care (Formerly Spredfast + Lithium)] has made several improvements to its support and engagement for clients. Response times have improved and the need to seek support has drastically reduced, highlighting the improvements in the experience to reduce customer pain.
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VirtualPBX
No answers on this topic
In-Person Training
Khoros (Formerly Spredfast + Lithium)
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
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VirtualPBX
No answers on this topic
Implementation Rating
Khoros (Formerly Spredfast + Lithium)
The implementation was very easy! They work diligently to ensure that everything that you want to monitor is put into one place eliminating the worry of missed interactions and as needs change the ability to edit what's being searched for is quick and easy to set up.
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VirtualPBX
No answers on this topic
Alternatives Considered
Khoros (Formerly Spredfast + Lithium)
We previously used Hootsuite. Hootsuite was very clunky for Customer Service, and oftentimes it would end up that agents would accidentally step over each other, send out multiple responses, or struggle to identify posts to work. Hootsuite was more intended for marketing and struggled at times with response. However, Khoros Care is a good balance of both, and also has tools specific to marketing versus customer service. Additionally, Khoros now has far more platforms than we previously had in Hootsuite.
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VirtualPBX
Auto attendant and voice conference capabilities are a good value for SOHO users that need to make a positive impression upon their customers.
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Scalability
Khoros (Formerly Spredfast + Lithium)
I see the Khoros team bringing on new employees and different expertise as their platform grows to more brands. They are dedicated to ensure they are growing with their customers and building new products to fulfill the needs of their customers request
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VirtualPBX
No answers on this topic
Return on Investment
Khoros (Formerly Spredfast + Lithium)
  • Less overheads due to automated features in the tool.
  • Stopped using external survey tools and used care CSAT surveys, this resulted in cost-cutting.
  • Saving time by responding to customers quicker.
  • Ability to manage different channels in one platform and unified reporting.
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VirtualPBX
  • We have been able to improve greatly with this software, our communications and interactions with customers improved, and agent performance and productivity improved, which translates into higher profits for the company. It is easy to use this program, so it did not take us long to adapt to it and its functions.
Read full review
ScreenShots

Khoros Care Screenshots

Screenshot of Lithium ResponseScreenshot of Keep agents focused with a single, prioritized to-do listScreenshot of Unify multiple channels in a single engagement hubScreenshot of Increase efficiency with advanced workflows and operational insights