Likelihood to Recommend
8x8 works well for our Call Center because it allows us to easily log into all or some call queues and it distributes incoming calls between whomever is currently logged in. It also works well for our corporate team, who uses it to make calls to others within and outside of the company, especially if they prefer to not use their own cell phone number. We also use it to message individuals or groups within the company.
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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.
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 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. Read full review Cons Caller ID is good when calls come in, but caller ID doesn't show up in call history. We don't know which number belongs to anyone. The caller ID I see when calls come in is gone in the history Too many clicks when using Front Desk from caller to recipient The shortcut keys are too elaborate! I changed the shortcut keys for answering and hanging up calls, but there is no ability to simple place a call on hold only using a shortcut - and I can't change any of the shortcut keys except for the first 3 and only 2 of them are ones I use most. The 8x8 app crashes in mid-call sometimes and has to be restarted. Having to "park" a call to pick up another call coming in is a hassle. Too many clicks! Again the shortcut keys are too elaborate to use efficiently. The screen color is too stark and hard on the eyes. The ability to change the background color would be amazing. Conference calling is unavailable because the 8x8 app doesn't interface with users with Teams Integration and not everyone uses a handset phone. Why doesn't 8x8 work with the physical phone? Sometimes I don't want my earpiece in and I can't use the 8x8 app and the phone together. Also, when a call is transfered on the poly phone, there is no caller ID attached if a caller leaves a voicemail. Read full review I wish I could use them at home! 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
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 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
I think 8x8 offers better connectivity with very few lags. Also, those services are not as smooth when it comes to calling regular phone numbers. The phone integration of 8x8 is excellent. It is like using your cell phone instead of an application such as
or zoom. Also, 8x8 seems more like a complete solution whereas the others seem to offer unique solutions only.
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 We have used several other VOIP companies and 8x8 has had the best pricing and service compared to the ones we have used in the past. We experienced 40-55% savings with 8x8 from our previous companies. The previous companies didn't offer comprehensive mobile apps like 8x8. If our internet or power is off at the office we still have the ability to answer calls which was not a capability with the other companies we have used. The 8x8 system has been the most user friendly which saves a significant amount of time on an administrative level during set up or maintenance. Read full review 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. Read full review ScreenShots