8x8 X Series (Formerly Virtual Office) vs Google Hangouts (Classic)

• We love the conference calling since many users are working from home.
• The fact that we can reprogram it on the fly without having 8x8 do it is a big plus.
• Being able to take the phones with us using the app on our cell phones is a bonus.

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• One tool, many uses: chat, audio call, video call, interact with Meet or any other Google tool, perfectly integrated.
• One tool, any platform.
• Cell phone? No problem.
• Tablet? No problem.
• PC? No problem.
• No matter what OS you're using, you can Hangout.
• One tool, many people to connect: almost everybody I know has a Google account, or even the other way around, I think I don´t know anybody without a Google account, so they're all a potential Hangouts contacts.

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• 8x8 really struggles with ring groups. Usually they work, but too often they exhibit odd behavior that support is unable to resolve.
• Support is mediocre at best. Opening a ticket is straightforward, but response time is unacceptable (usually about 24 hours). Response is often from someone with poor English who clearly hasn't read and understood the ticket. Often they don't have a solution anyway and suggest deleting and recreating the object. It's 50/50 whether that resolves an issue.
• Do you need a few extra numbers to accommodate future growth? They are ridiculously priced at $1/month each. Most carriers charge a few bucks for 20.
• Programming some functionality that should be straightforward has to be done with goofy work-arounds.

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• With many people on a Hangout on a mobile screen I felt that things were harder to track and manage. If people are thoughtful it is easier.
• I found it difficult to track the chat and the video at the same time. If people were typing into the chat window it wasn't obvious what that conversation was while a Hangout was occurring.
• Google Meet has taken over some of the space the Hangouts previously has done for us. If you are looking at alternatives it does have some similar features and is a robust product.

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• The functionality of call recording and remotely accessing has facilitated training in customer service and sales skills.
• Voicemails delivered via email has improved customer service by allowing my managers to hear time-sensitive customer requests outside of operating hours so they can respond quickly. This has improved customer satisfaction.

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• If we can get it to work for us it will improve our customer service offerings in an industry that is very visual.
• It will improve communication with our suppliers and cut down on shipping of samples back and forth.
• It will save us time.

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