8x8 Work vs. MiVoice Office Application Suite (Mitel Application Suite)

8x8 is well suited for our small private practice. Even though we are close to each other, it makes managing and transferring calls effortless. Concurrent calls are also a strong suit. Even if two people are logged into the same user account, being able to answer two lines at the same time and flip between devices is a great feature to have.

Incentivized

Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.

Incentivized

• 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

• Call reporting
• Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
• Integrated with our email system.

Incentivized

• 8x8's emails with billing info or auto-payments does not attach a pdf copy of the invoice for reference; you have to log in to your dashboard and navigate through several links to obtain a copy of your invoice, which is frankly just inconvenient.
• While 8x8 is very feature rich, a lot of it appears to be oriented towards call centers and therefore may not be required or useful for small offices (like ours).
• While 8x8 is very responsive to issues affecting its system, the frequent update alerts can become distracting.

Incentivized

• It would be nice if they had more documentation on how to do things within the system that was easier to find.
• The software has so many features that it can be overwhelming.

Incentivized

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

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.

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

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.

Incentivized

Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.

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

Hands down 8x8 is superior to the Spectrum Ring Central that we had tried. Interestingly, they supplied the same phone hardware but were unable to suggest an adapter for wifi for the phones. Cost wise very similar but customer experience very different. Above all else, the quality of customer service has made all the difference

Incentivized

In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management

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

• It's been amazing. We used to have so many complaints about call quality, phone calls cutting in and out, tons of calls where it was dead air, dropped calls etc. Since switching back to 8x8 we have not had one complaint, which is great for business! Being able to communicate with our clients is the only way for us to have a positive ROI!

Incentivized

• Efficient, easy to use conference system for better communication
• Useful mobile app to allow employee presence while out of office.
• Global directory removed the need for employees to maintain one.

Incentivized