What users are saying about

8x8

Top Rated
32 Ratings

Twilio Voice

5 Ratings

8x8

Top Rated
32 Ratings
Score 8 out of 101

Twilio Voice

5 Ratings
Score 8.9 out of 101

Add comparison

Likelihood to Recommend

8x8

We were using another VoIP service before and we constantly have to restart meetings due to sound quality. After 2 hours of conferences, the sound would completely go out and you couldn't understand anyone.

After switching over to 8x8, that never happens. 4-5 hour calls are now bearable.

Twilio Voice

Twilio is well-rounded for almost any company that doesn't require much in terms of voice automation (smart IVR, call center forwarding, etc). It can hold its own on as many phone numbers as you like, and the voice quality is very clear most of the time (some countries' destinations might experience issues such as light noise, just as with a normal landline). You can even develop a reasonably complex IVR platform with TwiML and PHP, but the maintenance on this case is your own, so you'll need to evaluate this option if you're running heavily automated interactions with your customers.

Feature Rating Comparison

Cloud PBX

8x8
8.8
Twilio Voice
8.0
Hosted PBX
8x8
9.8
Twilio Voice
9.0
Multi-level Interactive Voice Response (IVR)
8x8
9.1
Twilio Voice
7.0
User templates
8x8
9.2
Twilio Voice
Call reports
8x8
8.1
Twilio Voice
8.0
Directory of employee names
8x8
7.6
Twilio Voice

Call Management

8x8
8.8
Twilio Voice
8.3
Answering rules
8x8
9.5
Twilio Voice
8.0
Call recording
8x8
9.3
Twilio Voice
8.5
Call park
8x8
9.3
Twilio Voice
8.0
Call screening
8x8
6.8
Twilio Voice
9.0
Message alerts
8x8
8.9
Twilio Voice
8.0

VoIP system collaboration

8x8
8.2
Twilio Voice
8.0
Video conferencing
8x8
8.0
Twilio Voice
Audio conferencing
8x8
8.3
Twilio Voice
8.0

Mobile apps

8x8
8.4
Twilio Voice
8.5
Mobile app for iOS
8x8
8.7
Twilio Voice
8.0
Mobile app for Android
8x8
8.1
Twilio Voice
9.0

Pros

  • Portability! Having an "office phone" built into my laptop is unbelievably convenient. I can be at a coffee shop, on the road, at home, etc. and never miss a call.
  • Reliability. Bugs in the software seem to be VERY few and far between.
  • Customer service. When we had to reach out to 8x8 when I worked in support, the reps we worked with were very responsive and always available. That's always a huge plus when working with software.
  • Flexibility: Twilio uses a pseudolanguage known as TwiML, in XML format, with which we can develop anything from simple IVRs to complex skill-routing call engines on a variety of common languages, such as Ruby, Javascript, PHP and Python.
  • Modularity: You can build up with Twilio, from phone numbers up to entire logic handling solutions, and even interconnect with your existing infrastructure.
  • Portability: Twilio is entirely in the Cloud; it's an SaaS communications platform. You don't need to deploy anything onsite to make it work, besides accessories such as softphones (although you can develop your own if you wish), so you have immediate access to Twilio's entire infrastructure from anywhere in the world.

Cons

  • Outdated UI. Aesthetically, 8x8 is not overly impressive. If you told me nothing about the software and only showed me some screenshots, I might venture to guess that it's a software from the mid 90s.
  • Lacking intuitive UX. I'm someone that typically picks up a software very fast. When I first started with 8x8, I recall stumbling through my first couple of weeks of interaction. That tells me that the UX could use some work.
  • The Twilio Studio. It's perhaps the most powerful feature on Twilio, with the ability to build full-fledged IVRs with little to no development on our side, and other advanced functions such as auto-SMS and chat bots. However, it's somewhat expensive at the moment. Though there is a free tier, it comes with several restrictions.
  • The handling of stale SIP sessions. When a user connects via softphone to his/her Twilio SIP account, it sometimes loses connectivity and resets it by opening the softphone again; sometimes this causes a second (current) session to be opened. Twilio gets confused with this, since it sees two sessions (it lacks the logic to take the most recent one), and generates an error.

Likelihood to Renew

8x85.1
Based on 2 answers
Based on their poor customer service and lack of warranty replacement, I would not recommend or use 8x8.
No score
No answers yet
No answers on this topic

Alternatives Considered

GFI Faxmaker/Mail Essentials 14 is more reliable and has better customer support than using the Cisco SPA-122 and Cisco SPA-8000 devices with 8x8, when you send out 200-500 faxes daily. 8x8 costs significantly less than GFI Faxmaker/Mail Essentials 14
We previously used Skype for communications, however the price per minute or second per call was more expensive, and it didn't give us the flexibility of integrating calls with our CRM (Vtiger), allowing our sales force to initiate a call with a prospect just by clicking on its opportunity's phone number.

Return on Investment

  • It has successfully exceeded our objectives of smoother, bright, and straightforward communication platform for distributed teams. Ability to support customers from within their time zone.
  • Our ROI was improved compared to our previous providers. Twilio Voice fees are very reasonable comparing with similar alternatives.
  • We can add easily new phone numbers for as little as US$1 for newcomers and offices, just with the click of a button inside Twilio admin console.

Pricing Details

8x8

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Twilio Voice

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details