8x8 Express (discontinued) Reviews and Ratings

Rating: 3.1 out of 10

Score

3.1 out of 10

Reviews

8 Reviews

Using 8x8 for VoIP

Rating: 10 out of 10

Incentivized

June 14, 2023

Use Cases and Deployment Scope

We're a small software company that due to the pandemic is now working 100% remotely. We wanted to use our desk phones to keep work separate from home as much as possible, so we reviewed VoIP options and 8x8 had the best combination of features, usability, and price of the solutions we reviewed.

Pros

Easy to manage via intuitive UI.
We use Yealink phones and 8x8 configured them automatically.
Effective real-time communication across the desktop and mobile software, and hardware (desk phones).

Cons

We are just starting to use the platform and using limited features at the moment and 8x8 is doing everything we need it to do.

Likelihood to Recommend

We were focused on an easy to deeply and affordable VoIP platform that worked with our desk phones of choice, and 8x8 checked all those boxes.

Verified User

Executive in Corporate (1-10 employees)

Vetted Review

1 year of experience

8x8 helping to work from home or in the office...or anywhere else.

Rating: 10 out of 10

Incentivized

December 21, 2022

Use Cases and Deployment Scope

We started using 8x8 during a period of time when we started to work remotely. It was great that 8x8 was capable of forwarding calls to our mobile phones with a great app. The auto attendant has helped free up valuable time for our Office Coordinator to do other things besides direct calls. The Admin Console is easy to navigate and very user friendly. I found the webinars super helpful for training and the fact that they provide such webinars is great. Overall 8x8 provides a great service.

Pros

Auto Attendant function
Call forwarding to mobile device
Allows use of your computer to take calls vs the hand set

Cons

More frequent sales on equipment

Likelihood to Recommend

The 8x8 app is great and very user friendly and straightforward. Team Members can adjust their own setting as needed.

Verified User

Employee (11-50 employees)

Vetted Review

2 years of experience

The easiest way to communicate!

Rating: 9 out of 10

Incentivized

December 7, 2022

Use Cases and Deployment Scope

We use it for texting and calling customers. I love that you can use it on any phone and have the phone number from 8x8 Express. The biggest issue is that the voicemail fills up quickly. We also can go back and listen to phone calls if needed. I use it to communicate with customers as well as co-workers. It is nice to be able to just call an extension and all my co-workers are already in my contacts.

Pros

Texting
Recording calls
Using a different phone number
Keeping track of messages

Cons

Better voicemail
Dropped calls
Texting function could be easier to use

Likelihood to Recommend

It works very well for communicating! I don't know what else to say. The interface for the app is easy to use and easy to navigate. I cannot think of any reason it is not appropriate to use. I love having all my conversations at my fingertips when needed. This is a great VOIP.

Julia Urbanski

Licensing in Corporate at Momentum Solar (1001-5000 employees)

Vetted Review

3 years of experience

Does the job pretty well, data analytics and APIs can be better

Rating: 7 out of 10

Incentivized

December 7, 2022

Use Cases and Deployment Scope

8x8 Express solves the core problem of not having to issue a sim card to our team for calling and then having a centralized database of calls, their recordings, routing rules, and other related analytics

Pros

clean interface for calling
data looks accurate
extensive settings and rules available

Cons

do not have self service analytics
available reports seem to be too technical - not able to find simpler answers
too many products under 8x8 Express. difficult to choose what should be bought.

Likelihood to Recommend

As a support user, my main concern is data. Which I am not able to get my hands on very well.

The end users definitely experienced better levels of call reception and user interface and I do not think they have any major complaints with the tool. But as you add management layers, visualizing data becomes important.

Arpit Jain

Business Operations Manager in Customer Service at Renegade Insurance (201-500 employees)

Vetted Review

1 year of experience

View profile

Overall a good investment

Rating: 5 out of 10

Incentivized

December 7, 2022

Use Cases and Deployment Scope

We use 8x8 Express as our phone system. We use it for incoming customer calls, interoffice calling and voicemail. We previously used Comcast, but grew weary of ever-increasing costs. 8x8 Express costs have remained stable since the initial contract was executed. The auto attendant was the next main draw (behind cost) as it let the caller decide to where the call should be directed, not the first person who answered. We discovered some sales calls were being selectively cultivated for one sales person (that's management's call, not the receptionist's discretion).

Pros

Keeps costs low
Provides accountability for call management
The administrative dashboard is fairly intuitive

Cons

The quality of the phones is poor (we had half of the phones we purchased broke within the first two years).
Calling customer service is painful. Anytime I must make a call, I plan on losing at least 90 minutes of my day. The reps restate and clarify EVERY sentence (gets really annoying).
Front-line customer service agents usually do not have the skills or permissions to correct issues on the first call. Often, my issues are escalated to a Tier 2 support agent. I request callbacks between 1-3 Eastern time and I usually get calls either right at 5 PM or after closing.

Likelihood to Recommend

8x8 Express is best suited for small companies looking to save money while having a full-featured phone system. I think 8x8 Express is not well-suited for large companies, simply because of the issues with customer service as detailed in previous responses.

Tim McCafferty, MBA, MSL

General Manager/Training Manager in Corporate at Leaf Enterprises, Inc. (1-10 employees)

Vetted Review

4 years of experience

View profile

Advanced Voip features for a low cost per head.

Rating: 7 out of 10

Incentivized

December 6, 2022

Use Cases and Deployment Scope

Cloud-hosted VoIP solution that offers advanced features for a low cost, with no need to maintain on-site hardware. Softphones allow flexibility for remote workers which was a major requirement during the pandemic that switched our company to home working. Ability to implement auto dialing and a full IVR system with voicemail. Flexibility to redirect calls.

Pros

Well Priced.
IVR
Softphone / Hardphone support.

Cons

Support is not the most reactive.
GUI can be rather complicated.
No SMS support.

Likelihood to Recommend

Was a great solution to have during the pandemic, gave us the flexibility to just pick up equipment and work from home, very little was required to reconfigure it to carry on working. Gives users the options between having a desk phone or using a softphone. Click to dial speeds up the process for support staff.

Verified User

Consultant in Information Technology (201-500 employees)

Vetted Review

5 years of experience

8x8 Express rocks!

Rating: 10 out of 10

Incentivized

November 29, 2022

Use Cases and Deployment Scope

8x8 Express is our VOIP telephone provider, including voicemail and auto attendant

Pros

So easy to use!
Voicemail - can be accessed anywhere, includes transcription of the voicemail and an email message with the recording
Telephone services without all the fees of a landline service
Auto attendant, offering recordings of our messages

Cons

None, so easy for us to use
Very responsive the one time we had a billing issue

Likelihood to Recommend

Business telephone/voicemail services. This has enabled us to no longer need a receptionist, the system handles it all for us. We have been able to route callers easily to the party they need to speak with. This includes virtual mailboxes and auto forwarding which were very useful during the pandemic. Working remotely was seamless with the help of 8x8 Express. We were able to forward calls to our cell phones easily. We can write out a greeting message and they will record it and it sounds great. It's easy to update on an as-needed basis.

Diana Padgett

Director of Finance in Finance and Accounting at COMMUNITY ENTERPRISE DEVELOPMENT SERVICES (11-50 employees)

Vetted Review

4 years of experience

8x8 - easy peasy!

Rating: 10 out of 10

Incentivized

August 11, 2020

Use Cases and Deployment Scope

We are currently using it in our sales department, trainers and reception area. It is an invaluable resource. We get calls throughout the day and if we don’t answer we lose sales. This enables us to connect with each call and the call forwarding option has been particularly useful so we don’t miss a beat.

Pros

Being able to forward calls to my cell phone when I am out of office.
So much functionality. So many options.
One set price instead of a bunch of add-on fees.

Cons

Setup is a pain.
Transferring numbers take a long time.

Likelihood to Recommend

For the price, having all of these features is amazing. If you have separate divisions and want to not have a ton of crossover with calls this is a great setup. It isn’t a great setup if you need only one phone since it doesn’t make sense since you won’t use most of the features.

Luke Sullivan

Owner in Corporate at Pinnacle Fitness (1-10 employees)

Vetted Review

1 year of experience

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