Likelihood to Recommend
8x8 has proven to have excellent quality and service. When we briefly explored a different company for our phone system, the service levels left much to be desired. We would go a week or more without hearing from our account manager on issues we were having, they would schedule calls and then not make them. 8x8 has been the exact opposite, they are on top of things when we need them, we no longer have dropped calls or complaints about call quality, and the system is so easy to transfer calls and direct them where they need to go
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It's great to be able to call a client or other coworkers through my computer and not have to worry about where my phone is and if it's charged. I wish the texting functionality was more robust. I would like to see past chat or call history when searching a number before calling again, instead, it only pops up after the call has begun.
Read full review Pros 8x8 it very easy to use and navigate. 8x8 works well with the app as well so I can use it on my personal phone and on the go. 8x8 is good at communicating and sending me emails whenever there is a new service on the program that is available. Read full review The auto call record features works great The Auto transcript using the VI is a cool feature The built in caller ID and previous call history all in a glance. Setting status for availability or next availability. A number of integration to other internet services. BTM is one of them. Always updating and adding new features Read full review Cons Some Reporting can be done better, not easy to create a group or role Does not display all the accounts at once, must scroll down to be able to run report When we sync 8x8 with teams, it is often slow. No readily available API to use with our automation software Read full review The transcript of Voice intelligence AI works good but can be improved When a recording is being played it doesn't sync well with the transcripts. Not a big issue but can be improved Sometimes I encountered Voice delay even when with good internet connection Rest everything seems fine. Dialpad has everything we need. Read full review Likelihood to Renew
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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We love using Dialpad and will continue to use it
Read full review Usability
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.
Read full review Reliability and Availability
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
Read full review Performance
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.
Read full review Support Rating
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.
Read full review In-Person Training
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
Read full review Online Training
I was paired with a solutions advisor that taught me everything I needed to know for my company to use 8x8.
Read full review Implementation Rating
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.
Read full review Alternatives Considered
8x8 beats out all the other players in quality, reliability, and ease of configuration. They are not the lowest cost, but they are comparable for the basic features. Once you jump into enterprise features, you pay for what you get- and you get quality and ease of configuration, with professional guidance when using features for medium to large enterprise.
Read full review Google Voice
is more affordable but has fewer options for customization. We needed Dialpad Sell to be able to route calls appropriately and the price was better for our needs.
is great for a one-line, one-number account to have a business line on your same personal cell phone so it separates out who is calling from where.
Read full review Contract Terms and Pricing Model
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. Read full review Scalability
We've had periods where our organization has grown a considerable amount and we have had no issues in scaling our communications with 8x8. The number of possible extensions that we can use is far more than we expect to go through in a very long time. The only complaint that I have is a very minor inconvenience for me where I have to download activation codes for each phone. I would prefer to have the phones automatically activated as soon as they are plugged in.
Read full review Professional Services
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.
Read full review Return on Investment 8x8 makes dialing out to all my clients so much easier than just using my phone, making it more speedy and efficient. 8x8 does have a lag, however, and sometimes my clients get frustrated at the delays. The search function on 8x8 allows me to find conversations quickly and efficiently. Read full review It has made management of my team easier by showing me who is available for calls and real-time analytics of my call queue and metrics I have a better sense of the issues people are calling about since I can read along with the call and look out for potential widespread issues Read full review ScreenShots