8x8 Work vs. Vonage Business Communications

If you are a larger enterprise with a global span of offices equipped with a moderate to large IT department, you may prefer one of the more technically heavy/advanced solutions from others in this marketspace. The presumption there is that you may be looking for more customized, granular control of the application, its GUI and quite possibly- tinkering with certain coding or capabilities. You may also already have a large SaaS rollout already in place and 8x8 Work may either be redundant or lighter than the implementation you already have. If you are (i) a small to medium sized organization dependent on an outsourced IT and/or (ii) have a heavily non-IT user base who need access to more intuitive, end-user friendly tools that shorten the learning curve for them- without sacrificing strong security and data privacy compliance standards (US and EU standards); then this is a solution well worthwhile to consider adopting.

Incentivized

Vonage Business Communications excels in scenarios requiring seamless remote work, such as virtual teams and remote workers. It's also ideal for businesses needing reliable disaster recovery solutions. However, it may be less appropriate for very small businesses with minimal communication needs or those with limited budgets, as the comprehensive features might be more than necessary.

• 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

• Eliminates physical phone consoles that can be pricey and unnecessary for staff.
• Has a companion app that allows you to use your personal cell phone to check messages or make calls.
• The desktop application is easy to use and has a number of customizable settings so that the app can be minimized but alert you of incoming calls.

Incentivized

• 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.

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• The extension can only have three devices which is difficult if you work in multiple locations. Your cell phone is one of the three, so you really only get two. I have three office locations that I work out of and it would be nice to have my extension at each.

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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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I think it will be renewed as overall it is a midrange product that mostly does what we need it to

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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.

Incentivized

I thought it had very practical and useful usability. It has a clean and simple interface with large fonts that make it easy to read. It isn't particularly difficult, although figuring out some operations may be a bit challenging. For the most part though, it isn't very difficult to use

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.

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We hardly have any issues with it to where we need to call them. There was a point where our connections across the board were terrible and it held us up in production quite a bit but since then things have been pretty simple and streamlined.

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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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online (video) training is good. No issues.

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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

We believe Vonage Business Cloud is best for our organization over the AT&T and the Verizon platforms for several reasons including price, ease of use, connectivity, and other options. Since we have implemented this solution along with newer Polycom phones, we have had very few issues with our phones or our phone platform.

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.

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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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• Right now, we are experiencing a negative impact to our business due to the poor service surrounding our texting capabilities.
• When we are in a "status quo" mode, we experience a positive ROI due to the price point and structure of our agreement.
• The ease of using the mobile app certainly provides a benefit to the remote team member through ease of use and the updated technology.

Incentivized

• Cut down phone hardware expense since the soft phone is free and easier to use.
• Text is becoming a more important and effective way to reach clients. Some will not answer a call or accept voicemail but respond quickly to text messages.
• Allows me to work from anywhere with smart phone app saving hours at work.