Likelihood to Recommend The 8x8 app is great and very user friendly and straightforward. Team Members can adjust their own setting as needed.
Read full review In our experience, customer service is "ok" if it is a quick fix item. Anything that requires multiple touches turns into a nightmare for us. For example, an account rep mistakenly added a toll-free line instead of a standard local line. It took multiple follow-ups and weeks before seeing the adjustment in our system. Another situation is related to external texting. As a small business, we do not have a dedicated IT person. We have been attempting to move through the process to have our outbound texting campaigns approved so that we can effectively communicate with our clients who choose and prefer this type of communication. In our experience, follow-up and response are non-existent, forcing us to create additional service tickets because our "escalation request" goes unresponded. They then mark the new case as a "duplicate" and refer you back to the original case, where you receive no response. As a small business, this is impacting our ability to service our clients effectively and is having a direct impact to our business. Especially when I have been told other providers are working with companies like mine and have been able to move through this process more effectively or without any lifting on behalf of the user.
Read full review Pros So easy to use! Voicemail - can be accessed anywhere, includes transcription of the voicemail and an email message with the recording Telephone services without all the fees of a landline service Auto attendant, offering recordings of our messages Read full review Automatically routes incoming calls to the available agent with the appropriate skills, ensuring that customers are served promptly. Integrates with email systems to provide a unified view of customer interactions. Allows sales representatives to share their screens with customers and prospects, demonstrating products and services effectively. Read full review Cons We are just starting to use the platform and using limited features at the moment and 8x8 is doing everything we need it to do. Read full review 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 Read full review Likelihood to Renew All our employees love this product. No one has ever had an issue, whether it be the phone or fax. Great during the winter when employees have to work from home because of the snow. Never had an issue with the phone app. Highly recommend this product
Read full review Usability Again for a large call center with many needs, and full time people to manage this may be a good system, but for a small business needing a phone system in my opinion it is overly complicated and difficult to manage without multiple calls on support.
Read full review Reliability and Availability As mentioned before, we have not had an outage with the phone system per say, There was an issue with the call center where we did have an outage, but it was quickly and promplty handled by 8x8 support, they got us up and going again within 24 hours. The 8x8 hard phone and softphone side of things have been rock solid, I couldn't ask for anything more seeing we are in health care and it's exactly what we were looking for. When and if there is an issue 99% of the time it's user error
Read full review Performance 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.
Read full review Support Rating If you get less than 4 phones you fall into the online only customer service. There were a couple of times that I could have used more assistance but figuring it out online was a bit of a hassle.
Read full review 8x8 support can be phenomenal. After getting in touch with a support member, all of my problems are either solved right away or throughout a small time frame, fine-tuned to my circumstance/issue. Whether they are following up via phone call or email, I have full confidence and faith that any matter will be resolved. Trying to contact the support team is where things get a bit tricky. Raising an issue in the chat can be taxing as we are mostly referred to the general FAQ section of the site. Although it may be helpful to some, it does nothing for those of us that have very specific problems. If each account holder can receive access to a customer service line that differs from non-member account holders, I think we'd have a higher level of trust and a lower level of frustration.
Read full review In-Person Training The person giving the training was very engaged, He also listened and answered all the questions. He created a video for our company while he was training in case we needed to reference it again in the future. The questions he could not answer were answered within 24 hours via an email to the IT support staff here so we could share the answers with the rest of the group
Read full review Online Training online (video) training is good. No issues.
Read full review Implementation Rating The implementation of 8x8 X was rather smooth. We had training prior to getting the system. The IT company did a good job on the training. The whole system is wonderful. Saves me so much time with the faxing, as i can just let it go by itself and not have to make sure pages don't get skipped, as with a regular fax machine.
Read full review Alternatives Considered 8x8 has a much lower cost that avaya for the same features. 8x8 is a bit more user friendly than some other larger well established brands. It still uses industry standards in terminology and call flows to for anyone with voip experience its a pain free switch to make over.
Read full review Hands down 8x8 is superior to the Spectrum Ring Central that we had tried. Interestingly, they supplied the same phone hardware but were unable to suggest an adapter for wifi for the phones. Cost wise very similar but customer experience very different. Above all else, the quality of customer service has made all the difference
Read full review Contract Terms and Pricing Model At this time, we’re very happy with the pricing model that we have worked out and they have provided for us. Just be sure to do your homework, and use your comparisons to work out your cost with 8x8. They will be very straightforward with you on what they can adjust for you.
Read full review Scalability 8x8 100% suits Business needs to connect with from anywhere and everywhere. The Softphone features is very light and very easy to use also very reliable with Zero Downtime. Can also be set personal Voicemail over softphone at anytime and logs everything is very easy to find.
Read full review Professional Services PS had all the users etc. set up by our go-live date. All hard phones were activated and when we received them, all we had to do was set them up and punch in the activation code to activate them.
Read full review Return on Investment Being able to listen to phone calls when there is a discrepancy Keeping the honest honest by knowing we can listen to calls Easy to communicate internally, been very helpful and time saving Read full review 8x8 has consistently performed well for our office, which allows us to focus on our work rather than having to fix it from time to time. 8x8 hasn't significantly increased its cost since we started with it 5 years ago, which has been helpful. Read full review ScreenShots 8x8 Express (discontinued) Screenshots