Item: 8x8 Work
Rating: 9
Author: Dave Kononen

Use Cases and Deployment Scope

We use 8x8 Work as the primarily UCaaS system for our Customer Support and Marketing teams, as well as business phone communication between employees and customers. We also utilize the ability to communicate with out POTS lines through adapters to provide alarms and elevator phones throughout our locations.

Pros and Cons

Easy routing-tree setup with tons of customization
Support for older POTS lines and analog equipment
Multiple license options to help avoid overspend on unused features for certain groups

Some of the line porting was more complicated and took longer than initially quoted
10-15 minute delay in the email integration feature caused us to look for an alternative option for ticketing. We need the ability to reply to our customers instantly
SMS and fax included in the lower licenses tiers like many competitors do

Return on Investment

Supports older POTS/Analog equipment, saving us from needing to purchase and overhaul our warehouse devices (paging, intercoms, alarms, elevators, etc)
Saved us from needing to use external vendor for paging/off-hours rules for Support
Guaranteed uptime and response time on SLA impact issues, keeps our customers happy with routing constantly working and knowing they can reach us successfully when needed.

Alternatives Considered

Five9, RingCentral Contact Center and Dialpad Ai Contact Center

As stated earlier, one major advantage was support for older equipment that other providers could not guarantee or were incompatible. 8x8 Work also seems to cater to our size and type of company where our call center is key to customer satisfaction and delivery. The deep level of customization on profiles and lines, ingratiation with our SSO/SAML tools, and dedicated rep to assist along the way, helped us decide on 8x8 Work for our organization.

Key Insights

Do you think 8x8 Work delivers good value for the price?

Yes

Are you happy with 8x8 Work's feature set?

Yes

Did 8x8 Work live up to sales and marketing promises?

Yes

Did implementation of 8x8 Work go as expected?

Yes

Would you buy 8x8 Work again?

Yes

Other Software Used

Teamwork.com, Xupervisor, Adobe Acrobat Sign

Likelihood to Recommend

8x8 support was one of the major deciding factors in moving away from our old system. We'd experience business impact issues with our routing systems and wouldn't hear back for days/week, if at all. With 8x8 Work, we have guaranteed SLAs depending on impact levels, this has been a great peace of mind when/if issues occur. We also onboard new locations containing older POT/analog equipment that our old provider were not compatible with. 8x8 saved us money in not needed to overhaul our older devices at this time.

The level of customization with 8x8 Work and support for older equipment is unmatched

Overall Satisfaction with 8x8 Work