8x8 Virtual Office

8x8 Virtual Office

Global cloud communications & phone system

3.9/5 (194 reviews)

8x8 Virtual Office Overview

8x8 Virtual Office is a multi-channel cloud contact center includes IVR, routing, queueing, supervisor tools, CTI, call recording, workforce optimization, chat, reporting & more. Using VoIP technology, 8x8 aims to deliver business solutions that extend traditional phone services to powerful unified communications. With advanced capabilities like web conferencing, internet faxing, smartphone integration, and an online dashboard that gives users call management controls, 8x8 Virtual Office is designed to connect businesses with the people that matter.

8x8 Virtual Office aims to deliver superior voice quality, HD Audio, industry-leading routing, compression technology, and a rock-solid network performance, in order to provide a complete communications solution that works exactly the way businesses want it to.

The complete cloud system provides a range of features, mobile apps, messaging, and collaboration tools in order to help teams stay connected with one another, as well as with their customers. 8x8 Virtual Office facilitates instant messaging in both one-on-one and group format, and users can add attachments such as photos, videos, and web links, to easily share information with colleagues.

Pricing

Starting from
US$25.00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Australia, Canada, Europe, Germany, United Kingdom, United States

Supported Languages

English, French, Japanese

8x8 Virtual Office Reviews

Overall rating
3.9/5
72% positive reviews
71
Excellent
69
Very good
34
Average
14
Poor
6
Terrible
Verified Reviewer

Good VOIP phone service, but support has turned to garbage and apps are laggy

Used Daily for 2+ years
Reviewed on 26/01/2019
Review Source: Capterra

Sadly, after many years of use, I can't recommend it anymore due to the problems described above with support and their poorly-written apps. Their core technology is good though and it would be possible to return to good service and bring in some good talent to fix these issues, but who knows if that will happen. Why don't companies learn how much customers HATE the terrible off-shore support experiences that they have to deal with in so many industries these days?

Pros

We use desktop VOIP phones, the mobile app, and the desktop app. They offer a "call park" feature that other system don't, allowing a parked call to be picked up from any other phone in the office, as opposed to other systems where you only put a call on hold and can then only pick up from the same line. The call quality is good, regardless of which access method used.

Cons

TERRIBLE support. Years ago, support was US-based, fast answer, easy to understand (native English), and always had the right answer. Reps used and knew the system. In the past years it has all shifted to Singapore where they are hard to understand, hardly understand your question, and don't seem to know the answer to anything without putting you on hold and going somewhere to look it up. Obviously a cheap off-shore call center.

I tried their support chat last time and it was worse - on hold forever and huge delay between replies while they obviously worked other chats.

The desktop app is pretty poor. They gave it a facelift, but its super slow to open and use - not sure what language they wrote it in. Half the time I use it to try to play back a voicemail, I have to hit the play button multiple times as it's unresponsive. The "new message" indicator never seems to clear.

I use their web interface to play back call recordings for training. Most of the time they won't play through their antiquated web interface, giving only a spinning "wait" cursor. Instead, I have to select a batch to download as a ZIP file and play them locally. Even when the web interface does work, there's no area for taking notes or anything to attach to the recording for future reference.

A colleague with a Mac can't even use the client anymore because it won't work on newer versions of macOS. Their support was unable to solve. He gave up.

I can no longer recommend 8x8.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

5.0/10
Cheryl L.

Why Broadband Phones for Offices?

Used Daily for 1-5 months
Reviewed on 17/10/2016
Review Source: SoftwareAdvice

Why do I like this company? Not only do I like this company I have a great relationship with working from my office phones and using this wonderful broadband phone company. Now wait, no landlines in my office. No landlines. I was able to work with this team and duplicate my office phones and place them in my home as well. I do a lot of cloud technology for our Dental office and it is important to have a phone system that can pull the load.

I love the fact that I have an automated attendant that can play any message I record on it. I can custom fit it to our office and place any message I want our patients to hear. Now lets get down to the flexibility of this phone system. Ready?

I can answer calls from a phone, on the computer, on an app on my cell phone anywhere. This company has the ability to track any call that comes in. If a patient does not leave a message I can still get in touch with them to help them out. New people calling in also can get a call back even if they do not leave a message. Now you say if you had a big staff you would not need to have to call them back you would answer the phone. True, but I save on staff salary, and possible lack of staff motivation this way. I roll the money back into the practice. If I am doing office work in another location and it is after hours I am still able to monitor the calls and call them right back. If it is an emergency they can get scheduled very quickly.

The team at 8x8.com can customize your phone needs for any size office. They were able to help me out when I needed a fax machine very quickly lets, say in the next two hours. I still remember that day that I called my sales rep out in the West Coast about 6:30 am and he went far and beyond to help our company set up a broadband fax machine. He grabbed his coffee and within 2 hours my fax machine was up and running. This helped our patient with keeping an appointment that they need to go to and not have to reschedule. The office that sprang the surprise on us was quick to note how fast our team came threw. 8X8.com is part of our team because I feel that we are on the same team.

You will not get a better team working for you when it comes to your phone needs. This team is BAA compliant for medical and dental offices. Also not just medical and dental but for insurance companies, accountants and many other offices that fit into HIPPA compliance. Love working with their technology team when I need to change anything on my phone system. These guys are great to work with and I guess that is why we have been going strong with them now since 2014.

Pros

The 8x8 team is the best. Great technology and great customer support!

Cons

Our office has been with 8x8 from February of 2014 and has had no reason to change to another company.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Joel H.

I Recommend 8x8 All the Time!

Used Daily for 2+ years
Reviewed on 17/08/2018
Review Source: SoftwareAdvice

I work with a lot of different companies and help them choose a variety of software and technology vendors. Normally when we are replacing phone systems I look at 8x8 as one of my top three choices for each client. So far we have only had one client where it wasn't a fit due to the large number of lines they needed 8x8 to manage and the cost associated with that. Overall every client I have connected with 8x8 has ended up loving them. The service is excellent as long as you have stable Internet and their customer service is outstanding.

Pros

- Feature rich VoIP system for low monthly cost per line
- Get discounts the more lines you add
- Offers virtual soft phones for no additional cost
- Solid variety of physical office phones to choose from; phones come pre-programmed just plug them in and they work
- Call management and users can be edited from the portal easily
- Very reliable servers and service
- Offers free testing tool to see how well your Internet and network would handle their service
- Port your existing numbers and add new ones

Cons

- Completely dependent on your Internet connection; if you have bad or spotty Internet your phone call quality will be poor
- If you have a lot of numbers to port over (more than 100 or 1000 for a call center) their per number port fees are higher than other providers even at the discounts

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

Quickly improving to be a solid calling tool

Used Daily for 2+ years
Reviewed on 18/01/2019
Review Source: Capterra

Pros

8x8 checks all the basic boxes. It's easy to use for people who don't want to spend a lot of time getting to know the bells and whistles, but powerful enough to meet the needs to super users. Cross-platform functionality is good and the experience between desktop/mobile has recently been brought into alignment with updates 8x8 has made. The company clearly cares about it's customers too as they are happy to come onsite for training and driving user adoption.

Cons

While the applications have drastically improved, a few small and large things annoy users. First, some of the interface screens still have not been updated to a high-definition visual, resulting in certain screens (like the login screen) leaving the application feeling out-dated and slightly disjointed. Second, and perhaps the biggest concern, is call quality can sometimes suffer, even with an excellent internet connection. If users experience a call breaking up, they are inclined to default back to personal phone lines and bypass 8x8 to ensure a solid call experience. This quickly erodes confidence that 8x8 can deliver a seamless call. To be fair, the call quality has been improving drastically and this issue plagues the mobile app less and less.

Rating breakdown

Ease of Use

Likelihood to recommend

7.0/10
Joel P.

Simple to use phone system management

Used Daily for 2+ years
Reviewed on 07/11/2017
Review Source: Capterra

The biggest benefit gained is simple incoming and outgoing call management. I have over 70 clients who could call at any given time and it is important to be able to easily view any missed calls/voicemails/text messages so that I can return the calls. I've found 8x8's service to be more than satisfactory, especially considering the price point.

Pros

The visual layout of this application is intuitive and easy to use. It is easy to mange incoming and outgoing phone calls from my desktop. I also appreciate how easy it is to add contacts as they call in. The application provides handy desktop notifications which allow me to stay on top of any missed calls/voicemails/text messages I missed while I am away from my business phone.

Cons

This application can be a bit of a resource hog. My computer is a few years old already and runs it just fine but anything older would cause me concern. If you do not restart your computer periodically, the application can start to have issues showing notifications. I've begun restarting my computer every 3-4 days (for reasons including 8x8 software and more) and have not seen the issue since.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

8x8 Virtual Office Pricing

Starting from
US$25.00/month
Pricing options
Free Trial
Subscription
Value for money

Virtual Office X2 Edition: $25/user/month - includes unlimited calling to 14 countries and 1GB of media storage

Virtual Office X5 Edition: $35/user/month - includes unlimited calling to 32 countries and 5GB of media storage

Virtual Office X8 Edition: $55/user/month - includes unlimited calling to 46 countries and 10GB of media storage

8x8 Virtual Office Features

  • API
  • Activity Dashboard
  • Chat
  • Contact History
  • Instant Messaging
  • Monitoring
  • Real Time Monitoring
  • Reporting & Statistics
  • Third Party Integration

  • Automatic Notifications
  • CRM Integration
  • Customizable Branding
  • Email Integration
  • Knowledge Base
  • Multi-Channel Communication
  • Prioritizing
  • Social Media Integration
  • Surveys & Feedback
  • Ticket Management
  • Workflow Management

Additional information for 8x8 Virtual Office

Key features of 8x8 Virtual Office

  • 3-Way calling
  • Activity dashboard
  • Advanced call forwarding
  • Automated attendant
  • CRM/contact integration
  • Call center management
  • Call recording
  • Call routing
  • Call transfer
  • Call transfers
  • Call waiting
  • Caller ID blocking
  • Caller ID with name
  • Chat
  • Collaboration tools
  • Conference bridge
  • Contact database
  • Contact history
  • Contact management
  • Customer service analytics
  • Customizable reporting
  • Data storage management
  • Extension dialing
  • Fax management
  • Group intercom paging
  • HIPAA compliance
  • Hosted PBX
  • Instant messaging
  • Live / video conferencing
  • Mobile integration
  • Monitoring
  • Multi-channel management
  • Online dashboard
  • Personalized voicemail
  • Real time monitoring
  • Reporting & statistics
  • Request routing
  • Ring groups
  • Routing options
  • SMS integration
  • Single sign on
  • Summary reports
  • Third party integration
  • Two-way audio & video
  • Visual analytics
  • Voice mail
  • Voicemail to Email
  • Web conferencing

Benefits

  • Security: TLS/SRTP encryption ensures that calls are secure and not intercepted.

  • Hosted technology: 8x8 hosts all telephony equipment in their own data centers, so users don’t have to.

  • Unlimited calling zones: Benefit from unlimited calling support for up to 45 countries.

  • Instant messaging: Collaborate and communicate with team members and customers with one-to-one or group chats.

  • Operator switchboard: Manage calls from the online switchboard which automatically transfers callers to the relevant team or employee.

  • GetApp Analysis

    8x8 virtual contact center is a cloud-based call center solution that fully covers the modern communicational needs of a small to mid-size company at a fraction of the cost of traditional call center solutions. The software acts as a solid customer service platform that adds to the experience of your clients and renders your contact center and sales more effective and efficient. 8x8 can also be used for internal communication purposes between employees, increasing your workflow efficiency while lowering the running costs.

    8x8 VCC advanced security features guarantee that the content of any communication remains private or under controlled sharing with particular members of a company, while its ease of set-up and use relieves the need for extensive employee training periods and their corresponding costs. 8x8’s VCC wide integrations abilities makes it rapidly deployable in companies that use the most popular cloud based CRM, QM and VFO vendors.

    8x8 VCC overview screen

    What is 8x8 Virtual Office?

    The purpose of 8x8 VCC is to completely replace the traditional customer service solutions, lowering the cost while expanding the capabilities of customer support departments. 8x8 VCC allows you to stay connected with your colleagues, employees, collaborators and customers, no matter where each one is based in the world.

    The benefit of using the software stems from its advanced call center features like the skill-based routing that allows customers to get connected with certain agents, the multimedia queuing that consolidates email, phone, chat and voicemail under the same operations platform, and the ability to monitor activity and acquire related stats in real-time. All this is done securely as 8x8 solutions comply with the industry’s most complete set of security and privacy regulations, including FISMA, HIPAA and PCI-DSS.

    8x8 Virtual Office Main Features

    Skills-Based Routing

    This feature is about increasing the efficiency of your services by directing your customer calls to the appropriate agent according to the skill set and expertise level required by each particular case. This allows you to minimize re-transferring calls instances, reduce operating costs by handling resources more efficiently and offer call-priority services to special customer categories.

    You can set priority levels for all your customers through the use of data such as account numbers or zip codes, assign different number of agents for each category and monitor the efficiency of your settings on the queue view screen.

    Skill-based queue list

    Multi-Channel Management

    With 8x8’s multi-channel management feature, you can have all available modern means of communication under the same configurable and monitored communication platform. Customers can reach you via email, chat, voice mail or phone call, and they are dynamically arranged in queues for better time management.

    The intuitive view of the multi-channel queue list allows agents to quickly determine the type of communication, the defined priority and the employees enabled to serve each channel, and thus can efficiently focus their work time where is needed the most.

    Multi-channel management queue list

    Real-Time Monitoring

    Being able to monitor an agent’s work in real-time and to view history statistics, provides a unique ability to evaluate your agents efficiency and ensure the high quality of your customer services. Supervisors can seamlessly monitor all interactions remotely, even when using mobile platform devices like tablets and smartphones.

    Additionally, there is also a “barge-in” feature that allows supervisors to intervene to a call or chat session if such an action is needed, offering their advice or suggestion in demand and without the need of any kind of re-direction.

    Monitor queues, agents and interactions from anywhere.

    Desktop Sharing

    Having to deal with customers that want to buy your product but are too inexperienced with online sales platforms is not uncommon. 8X8 VCC provides a solution to similar issues by allowing agents to directly take control of the customer’s system and help with sales or transactions, perform installations, or configure related software.

    This helps companies considerably decrease the time to diagnose and solve problems, while increasing the first-call resolution rates, making their customers happier.

    Interactive Voice Responding

    Interactive voice responding is a feature that helps companies automatically streamline their consumer flow. IVR can offer information through self-service functions, identify the client, give caller access to information during non-business hours and lower the cost by automatically answering common or frequently asked questions.

    You can change the IVR settings remotely and on the fly, and you can create custom schedules for holidays and special events. IVR can also draw data from integrated CRM solutions regarding the identity and type of request and automatically point callers to the right agents.

    8x8 Virtual Office Integrations

    Integrating your virtual call center with your customer relationship management system is of critical importance to the success of your business and 8x8 VCC offers reliable, scalable and easy to use integrating techniques for a wide spectrum of popular CRMs.

    8x8 Virtual Contact Center is integrated with leading on-demand CRM services such as Salesforce.com, NetSuite, hosted Microsoft Dynamics, Zoho, Zendesk. It can also work flawlessly with Teleopti WMF and the KnoahSoft call center management system.

    SalesForce integration

    8x8 Virtual Office Pricing

    VCC is priced on a monthly basis per agent, and with different pricing levels based on the provided functionality. 8x8 provides different solution packs and pricing according to your needs or business size. For the size there are seven categories: Home Office, Small Business, Medium Business, Larger Business, Government, Education, Healthcare.

    You can also choose your desired feature pack from the 8x8 features pool that contains: domestic phone solutions, international calls, web conferencing, cloud-based call center, telecommunication, internet phone service, video conferencing.

    8x8 Virtual Office Bottom Line

    • Versatile virtual call center, suited for a wide variety of applications and businesses.
    • Increases Customer Service efficiency and effectiveness.
    • Lowers domestic and international phone and video conferencing costs.
    • Allows for intuitive real-time or historic statistics reviewing.
    • Secures and conserves your communication data under a reliable rigid platform.

    8x8 Virtual Office FAQs

    Below are some frequently asked questions for 8x8 Virtual Office.

    Q. What type of pricing plans does 8x8 Virtual Office offer?

    8x8 Virtual Office offers the following pricing plans:

    Starting from: US$25.00/month

    Pricing model: Subscription

    Free Trial: Not Available

    Virtual Office X2 Edition: $25/user/month - includes unlimited calling to 14 countries and 1GB of media storage

    Virtual Office X5 Edition: $35/user/month - includes unlimited calling to 32 countries and 5GB of media storage

    Virtual Office X8 Edition: $55/user/month - includes unlimited calling to 46 countries and 10GB of media storage

    Q. What are the main features of 8x8 Virtual Office?

    8x8 Virtual Office offers the following features:

    • 3-Way calling
    • Activity dashboard
    • Advanced call forwarding
    • Automated attendant
    • CRM/contact integration
    • Call center management
    • Call recording
    • Call routing
    • Call transfer
    • Call transfers
    • Call waiting
    • Caller ID blocking
    • Caller ID with name
    • Chat
    • Collaboration tools
    • Conference bridge
    • Contact database
    • Contact history
    • Contact management
    • Customer service analytics
    • Customizable reporting
    • Data storage management
    • Extension dialing
    • Fax management
    • Group intercom paging
    • HIPAA compliance
    • Hosted PBX
    • Instant messaging
    • Live / video conferencing
    • Mobile integration
    • Monitoring
    • Multi-channel management
    • Online dashboard
    • Personalized voicemail
    • Real time monitoring
    • Reporting & statistics
    • Request routing
    • Ring groups
    • Routing options
    • SMS integration
    • Single sign on
    • Summary reports
    • Third party integration
    • Two-way audio & video
    • Visual analytics
    • Voice mail
    • Voicemail to Email
    • Web conferencing

    Q. Who are the typical users of 8x8 Virtual Office?

    8x8 Virtual Office has the following typical customers:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does 8x8 Virtual Office support?

    8x8 Virtual Office supports the following languages:

    English, French, Japanese

    Q. What type of pricing plans does 8x8 Virtual Office offer?

    8x8 Virtual Office has the following pricing plans:

    Subscription

    Q. Does 8x8 Virtual Office support mobile devices?

    8x8 Virtual Office supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does 8x8 Virtual Office integrate with?

    8x8 Virtual Office integrates with the following applications:

    Microsoft Dynamics CRM, NetSuite, NetSuite, Office 365, Salesforce Sales Cloud, Salesforce Service Cloud, SugarCRM, Tenfold, Zendesk, Zendesk

    Q. What level of support does 8x8 Virtual Office offer?

    8x8 Virtual Office offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials