8x8 Work is a collaboration hub for phone, video, and messaging. It brings secure unified communication and collaboration experiences to every employee.
$24
per month
CallRail
Score 9.1 out of 10
N/A
CallRail offers phone call tracking, recording and analytics.
I had an employee that had long COVID and was sick quite a bit. We did not want her at the office. She worked from home a good bit, and that was a good thing. When she was too sick to answer the phone and take her own calls it was so easy to configure her number for me or someone else to take her calls.
This is great software for differentiating where phone traffic is coming from. Whether it's paid/organic search, you can see exactly where the calls are coming in from. I'd love to see them add text/SMS features in the future, but it does what it claims. I'd also like to see more CRM integrations, but not sure that other users share the same sentiment
Internal Communications/Team Chat options with robust attachment features and SMS Messaging.
Seamless transfer/"flipping" of a live call from mobile device app, to computer console, to deskphone.
Mix and match of service levels plans, allows smaller organizations to build the optimal mix of plans and features to fit the reality of your business/operating framework (e.g. supervisory and manager level plan features versus regular end user/general employees) to avoid incurring too many higher license costs of features the other licensed users are not intended to have access to.
Tracking phone calls first & foremost! Being able to have a running tally of the phone calls made and listening to the recorded calls throughout the month and providing that information back to our clients is vital!
Their UI is exceptionally easy to use & navigate. This is important when we have many clients running at the same time and we are able to always determine what report is for which client.
The ease of setting up a brand new client & their tracking phone number is fantastic! Saves a lot of time when it walks you through everything you need to know & do step by step.
A transcript of voicemails would be a great addition for those with auditory processing issues.
When a call comes in on my personal device and I choose to ignore it, the pop-up for the incoming call does not go away; I can continue using my device until the call ends.
The ease of communication with customer service could have been improved. It was not terrible, but it could have been more helpful.
The integration with Hubspot is not as seemless as I would have liked. We had an issue where a person who was already in Hubspot called in, and their contact information was not matched to the caller ID correctly which created some duplicate entries. A little bit of a bummer, but from what I understand they may have fixed this. We had to stop using them for a little while because our outsourced sales team was more confused by adding CallRail, so we'll be re-implementing this once our new sales team is fully trained. Hopefully the record miss-match issue gets fixed.
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
The 8x8 service has boosted productivity and allowed for a 100% remote work environment. Before 8x8, our phone system was more expensive and had fewer features, and it made employees dependent upon sending mass amounts of emails to each other for the simple task of ending a link or a message. The call queues and loops have made it easy for service and support departments to distribute calls evenly.
The platform is easy to use and we really don't have any complaints with using it so far. The information is invaluable for clients that rely on phone calls to drive more business. Not much negative to say about it at this point. We're actually really happy with it so far and the cost is manageable.
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
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.
We have had multiple negative experiences with our chat support, which has been non-responsive or failed to function as intended. In a particular incident, we encountered difficulty in receiving calls from a support call center, as it was unable to connect with our phones. Following several hours of back and forth, we were forced to resort to having them call our cell phone, but the issue remained unresolved. Even our 8x8 representative confirmed that they were aware of the inadequacies of their support service. I don't know if they provide varying levels of support to their larger clientele; however, our experience has consistently been subpar.
CallRail support normally gets back to us pretty quickly when we submit a ticket and they have a good knowledge base for common questions. I've heard mixed reviews from other local marketing agencies that use this tool, but overall in my experience, support has been knowledgeable and quick working through our problems.
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
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.
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.
Callrail has a very seamless and easy to use Dynamic Number Swap function. In other call tracking that we looked into the integration was either not as easy to use or required much more work to implement. Setting up CallRail has been so easy even our entry-level employees need very little training to master the platform.
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.
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.
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.
It is useful to monitor our calls weekly. We can give our employees feedback on the quality of the calls which helps our overall sales and conversions.
By knowing which campaigns perform best, we can shift our budget to target those campaigns specifically which saves us revenue and increases sales.
