8x8 Work vs. Rakuten Viber

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Work
Score 8.5 out of 10
N/A
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
Rakuten Viber
Score 7.8 out of 10
N/A
Viber, now from Rakuten (acquired 2014) is an instant messaging and cross-platform VoIP software solution designed for personal use and available for both desktops and as a mobile app. It includes features such as video and audio calls, instant message, and unlimited-member group chats. Users can also make paid international calls.
$0.02
Per Minute
Pricing
8x8 WorkRakuten Viber
Editions & Modules
No answers on this topic
USA
$0.019
Per Minute
UK
$0.019
Per Minute
Offerings
Pricing Offerings
8x8 WorkRakuten Viber
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
8x8 WorkRakuten Viber
Top Pros
Top Cons
Features
8x8 WorkRakuten Viber
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
8x8 Work
8.3
351 Ratings
4% above category average
Rakuten Viber
9.5
13 Ratings
18% above category average
Hosted PBX8.4197 Ratings9.56 Ratings
Multi-level Interactive Voice Response (IVR)7.754 Ratings9.78 Ratings
User templates8.3218 Ratings8.87 Ratings
Call reports8.2278 Ratings9.89 Ratings
Directory of employee names8.7316 Ratings9.78 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
8x8 Work
8.5
398 Ratings
3% above category average
Rakuten Viber
9.3
15 Ratings
12% above category average
Answering rules8.9357 Ratings9.59 Ratings
Call recording8.7309 Ratings9.79 Ratings
Call park8.8287 Ratings8.84 Ratings
Call screening7.2273 Ratings8.89 Ratings
Message alerts8.6345 Ratings9.814 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
8x8 Work
8.7
290 Ratings
9% above category average
Rakuten Viber
9.5
13 Ratings
18% above category average
Video conferencing8.5182 Ratings9.513 Ratings
Audio conferencing8.6249 Ratings9.713 Ratings
Video screen sharing8.9128 Ratings9.05 Ratings
Instant messaging8.7188 Ratings10.09 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
8x8 Work
8.9
344 Ratings
10% above category average
Rakuten Viber
10.0
18 Ratings
21% above category average
Mobile app for iOS8.8280 Ratings10.017 Ratings
Mobile app for Android9.0227 Ratings10.017 Ratings
Best Alternatives
8x8 WorkRakuten Viber
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 WorkRakuten Viber
Likelihood to Recommend
8.4
(417 ratings)
9.6
(18 ratings)
Likelihood to Renew
9.7
(26 ratings)
-
(0 ratings)
Usability
9.3
(55 ratings)
-
(0 ratings)
Availability
8.9
(10 ratings)
-
(0 ratings)
Performance
8.9
(10 ratings)
-
(0 ratings)
Support Rating
7.6
(139 ratings)
9.4
(7 ratings)
In-Person Training
9.1
(3 ratings)
-
(0 ratings)
Online Training
8.9
(4 ratings)
-
(0 ratings)
Implementation Rating
9.0
(13 ratings)
-
(0 ratings)
Configurability
8.5
(8 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.6
(9 ratings)
-
(0 ratings)
Ease of integration
9.1
(6 ratings)
-
(0 ratings)
Product Scalability
8.7
(10 ratings)
-
(0 ratings)
Professional Services
8.7
(7 ratings)
-
(0 ratings)
Vendor post-sale
7.4
(7 ratings)
-
(0 ratings)
Vendor pre-sale
7.4
(7 ratings)
-
(0 ratings)
User Testimonials
8x8 WorkRakuten Viber
Likelihood to Recommend
8x8, Inc.
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.
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Rakuten Group
As mentioned previously, it is easy to use and access since the you can chat, send voice memos or stickers in a conversation. So in overall it's very entertaining. But throughout that, the audio quality can seem to be a bit off. (Could be personal headset issue) Overall that is the only issue that is present or consistent.
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Pros
8x8, Inc.
  • 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.
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Rakuten Group
  • Viber is a cross platform product. It does not matter if someone uses Android or iOS device, it will work exactly the same.
  • Also the desktop version is very good. You can switch between the desktop and mobile versions within a conversation and see updates right away.
  • It's a very international product. It has been available for very long time, which makes it very wide spread - it has a good user base.
  • You can see the status of your messages.
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Cons
8x8, Inc.
  • 8x8's emails with billing info or auto-payments does not attach a pdf copy of the invoice for reference; you have to log in to your dashboard and navigate through several links to obtain a copy of your invoice, which is frankly just inconvenient.
  • While 8x8 is very feature rich, a lot of it appears to be oriented towards call centers and therefore may not be required or useful for small offices (like ours).
  • While 8x8 is very responsive to issues affecting its system, the frequent update alerts can become distracting.
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Rakuten Group
  • When someone sends a file in Viber, the program automatically saves it in your phone memory. This means that you must delete them manually and it really annoys me, as it takes a lot of time to do that.
  • It contains enormous amounts of adds.
  • There is file sharing limit.
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Likelihood to Renew
8x8, Inc.
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
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Rakuten Group
No answers on this topic
Usability
8x8, Inc.
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.
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Rakuten Group
No answers on this topic
Reliability and Availability
8x8, Inc.
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
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Rakuten Group
No answers on this topic
Performance
8x8, Inc.
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.
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Rakuten Group
No answers on this topic
Support Rating
8x8, Inc.
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.
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Rakuten Group
I have not frequently used the support for Viber as I have not had many problems with it on my phone. I did use support one time for problems with the computer application and used the forums to solve my problems. They were fairly easy to follow and I appreciated the online help in that format.
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In-Person Training
8x8, Inc.
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
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Rakuten Group
No answers on this topic
Online Training
8x8, Inc.
online (video) training is good. No issues.
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Rakuten Group
No answers on this topic
Implementation Rating
8x8, Inc.
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.
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Rakuten Group
No answers on this topic
Alternatives Considered
8x8, Inc.
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
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Rakuten Group
End-to-end encryption scrambles my messages and delivers them as a scrambled code to my friend's device, whether mobile or desktop, so that only their device can decode them into plain text. If my friend's phone is turned off or they don't have access to the internet, my message will be stored on Viber's servers (for a limited time) until their device is ready to receive it.

Because Viber can't access or read my private conversations in the first place, Viber can't sell them.
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Contract Terms and Pricing Model
8x8, Inc.
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.
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Rakuten Group
No answers on this topic
Scalability
8x8, Inc.
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.
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Rakuten Group
No answers on this topic
Professional Services
8x8, Inc.
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.
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Rakuten Group
No answers on this topic
Return on Investment
8x8, Inc.
  • It's been amazing. We used to have so many complaints about call quality, phone calls cutting in and out, tons of calls where it was dead air, dropped calls etc. Since switching back to 8x8 we have not had one complaint, which is great for business! Being able to communicate with our clients is the only way for us to have a positive ROI!
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Rakuten Group
  • Viber saves me financially since I am now able to communicate with my international clients for free.
  • Viber helps keep my clients engaged by the fact that I can so easily share photos, which is important as a freelance photographer.
  • Viber allows me to make my messages to clients appealing in a visual way, which I have noticed helps drive actions of my clients, such as remembering to book their next session or pay for their photo order.
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ScreenShots