8x8 Work vs. Universal Connectivity

International calls are included since the system is VoIP. The apps are straightforward to use, and our receptionist, who doesn't learn new technologies very well, has become very proficient. The chat system is great for all users to quickly send links and messages without having to email. The call queues and call loops are great for support and service departments.

Incentivized

Universal Connectivity didn't mind that we are a small company--they helped us get where we needed to be with our communication system, and I appreciate that.

• 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.

Incentivized

• Communications with the Universal Connectivity team are well communicated and presented in a non-technical way, making it so much easier to understand.
• The solutions offered are comprehensive and complete.

• 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.

Incentivized

• I wish I could use them at home!

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

Incentivized

I think this is a great platform, especially for larger organizations that either A) have a dedicated team member to oversee the product or B) can capitalize on available APIs to build the product into their systems. For small businesses, the lack of service and partnership negatively impacts usability when you can not utilize the product's full functionality.

Incentivized

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

Incentivized

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.

Incentivized

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.

Incentivized

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

Incentivized

online (video) training is good. No issues.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

• 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.

Incentivized

• The ROI has allowed us to stay in business during this COVID crisis. We are all working remotely and communications with each of our team members and our clients is mission critical. The Universal Connectivity team had maximum positive impact on our ROI.