8x8 review by new user
We just began using 8x8 as our main telephone provider. It has many more options than our previous provider for VOIP services and many …
Starting at $24 per month
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What is 8x8 Work?
8x8 Work is a collaboration hub for phone, video, and messaging. It brings secure unified communication and collaboration experiences to every employee.
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Popular Features
- Answering rules (348)8.989%
- Call recording (300)8.787%
- Directory of employee names (307)8.787%
- Message alerts (336)8.686%
Reviewer Pros & Cons
Video Reviews
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User Review: Small Business Uses 8x8 X Series To Keep Communication Flowing Between Employees
01:51
Pricing
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.8x8.com/products/plans-and…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $24 per month
Features
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Product Details
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- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is 8x8 Work?
8x8 Work is a collaboration hub for phone, video, and messaging. It brings secure unified communication and collaboration experiences to every employee.
8x8 Work gives business phones:
A modern cloud-based phone system.
Voice quality in the office or on the go, analytics, and a single administration platform to manage locations.
Integrated business apps, including Microsoft Teams and CRM system, with the cloud phone system.
Support for business continuity and resilience with 8x8's secure, fully redundant data centers.
8x8 Work Mobile and Desktop Apps consolidation of essential business communications in one simple app.
The 8x8 Work capabilities include:
Enterprise-grade cloud PBX with auto-attendant, voicemail, flexible call flows and global coverage
Collaboration from desktop and mobile devices with voice, video, private messaging, and team chat.
Frontdesk for Receptionists - a tailored experience to deliver efficiency and productivity for handling high call volumes.
Unlimited Calling, SMS & Fax
Multi-Level Auto Attendant
Call Recordings
Visual Voicemail
Local Number Porting & Direct Dial Number
Overhead Paging
Caller ID, Blocking, & Do Not Disturb
Call Forwarding & Transfer
Call Waiting & Parking
3-Way Calling
Ring Group
Call Monitoring
Call Queues
Role-Based Access Controls
Multi-Site Support
User Provisioning
Cost Center
Emergency Services
Administration capability on the go with an 8x8 Mobile App
Directory Assistance
Presence
Analytics & Conversation Insights
8x8 Work Features
Cloud PBX Features
- Supported: Hosted PBX
- Supported: Multi-level Interactive Voice Response (IVR)
- Supported: User templates
- Supported: Call reports
- Supported: Directory of employee names
Call Management Features
- Supported: Answering rules
- Supported: Call recording
- Supported: Call park
- Supported: Call screening
- Supported: Message alerts
VoIP system collaboration Features
- Supported: Video conferencing
- Supported: Audio conferencing
- Supported: Video screen sharing
- Supported: Instant messaging
Mobile apps Features
- Supported: Mobile app for iOS
- Supported: Mobile app for Android
8x8 Work Videos
8x8 Work Integrations
8x8 Work Competitors
8x8 Work Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
8x8 Work Downloadables
Frequently Asked Questions
8x8 Work is a collaboration hub for phone, video, and messaging. It brings secure unified communication and collaboration experiences to every employee.
8x8 Work starts at $24.
MiVoice Office Application Suite (Mitel Application Suite), Dialpad Ai Voice, and Jive are common alternatives for 8x8 Work.
Reviewers rate Multi-level Interactive Voice Response (IVR) highest, with a score of 10.
The most common users of 8x8 Work are from Small Businesses (1-50 employees).
Comparisons
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Reviews and Ratings
(721)Attribute Ratings
- 9.8Likelihood to Renew
- 9.2Availability
- 8.9Performance
- 9.4Usability
- 7.7Support Rating
- 8.8Online Training
- 9.1In-Person Training
- 9.1Implementation Rating
- 8.5Configurability
- 8.6Product Scalability
- 9.1Ease of integration
- 7.1Vendor pre-sale
- 7.1Vendor post-sale
- 8.8Professional Services
- 8.3Contract Terms and Pricing Model
Reviews
(151-175 of 408)Companies can't remove reviews or game the system. Here's why
April 28, 2022
Solid phone system
We are using 8x8 X Series as our digital phone for our customer success as well as sales staff for both inbound and outbound phone calls. Since we do not have nor need physical devices, it helps us to do our business related call via our laptops. We also like the round-robin functionality.
- Round-robin
- Selecting multiple phone numbers
- User management
- User interface & usability could be improved.
- Admin view is rather complex.
- Integration with HubSpot and other CRMs can be improved.
April 28, 2022
8x8 X Series is powerful and very easy to deploy
Our current on-premise phone system was already over a decade old and still utilizing PRI lines which is a big overall cost. We still had to maintain PBX hardware in various locations throughout the United States where we may not have IT support. When telco lines are having issues, we basically cannot receive or make calls and did not have the ability to re-route incoming calls to other PRI trunks. After looking at various cloud-based UCaaS solutions, we found that 8x8 X Series was the most cost-effective solution for us, providing the simplicity and flexibility that we were looking for. We also gained a lot of functionality that we did not have with our old phone system.
- The 8x8 admin portal is very simple and powerful to use.
- Users can receive and make calls through an app on their smartphone or through a regular handset.
- Users can easily change their preferences through the app or portal.
- Call detail reports do not show the details as other on-prem system can do.
- No ability to add/remove/change licenses via the admin portal.
- Cannot connect directly to the 8x8 reporting API from Microsoft PowerBi to make custom reports.
April 28, 2022
Works ok...when it wants to
8x8 X Series gives our company the portability need, especially with COVID-19 and the fact that most of our employees are working from home offices. Setup was fairly easy. We purchased phones, set up our network internally, and finished setup with 8x8 within a few hours. I have deployed all 8x8 products to our workers - from physical phones, mobile soft phone apps, and applications that are available on Mac and PC. One gripe I do have about 8x8 X Series is the new X-Series administrative console. [From my experience] the learning curve is steep and we were not offered any training before it was rolled out to us. I have had to contact support on issues that used to be relatively straightforward. I'm slowly getting the hang of it, but hopefully, there will be an overhaul to the X-Series platform soon.
- Ease of use
- Portability
- Reliability
- [The] 8x8 X Series admin console is confusing.
- Simple tasks in the old portal became unnecessarily complex in the new console.
- Training should've been provided before it was rolled out to us.
April 26, 2022
Lovin my 8x8 X Series
I use the 8x8 X Series by answering, transferring, and taking messages for Spectrum Health Care Organization on a daily basis.
- texting and faxing patients and other companies
- the voicemail
- transferring calls
- answering more than one call at a time
- The option for a bilingual (Spanish Language) greeter.
April 21, 2022
I'm not in love
We are a residential cleaning company. We have 2 people that answer the phones to book maid services. We like the ring queue that we set up through 8x8. It is easy to route phone calls after hours. The software is a bit complex to set up in my opinion. That is all.
- Call routing
- Call recording
- After hours routing
- Software
- Customer Service
- Help Desk
April 12, 2022
8x8 X Series Experience
We use the 8x8 X Series system across 14 Branches located in the New England Area. We have problems with running the 8x8 X Series Desktop app and the actual desktop phone while using a headset. We find that only some calls can be answered via computer and others need to be answered by desktop phone the flipped (which is a nice backup feature). We also find that putting callers on hold on the 8x8 X Series desktop app put people on a different extension and does not flip back to the phone call lines. We have had to put my service calls in to help resolve but these types of situations don't seem to be able to be worked through.
- The 8x8 X Series desktop app has a great feature to have the option of receiving a text which is helpful for when you need to verify the accounts you are trying to log into and they request to send a code.
- We like to be able to use our headsets to be hands-free to accomplish our work in a more timely fashion than fumbling with one hand.
- Being able to use our mobile app also to be able to answer calls while someone is on the road is extremely helpful for our outside sales representatives.
- Linking the group call pickup lines to be able to be answered on my desktop app.
- To be able to park a call on my desktop phone from my desktop app and have that option of sending it to a call park button so that others who do not like headphones and are not using the desktop app will have the option to pick up their call.
April 08, 2022
8x8 Hospital Usage
We use 8x8 for our Hospital. I work in the centralized scheduling department and we take incoming phone calls for Doctors' appointments and also make outgoing phone calls to make Doctors' appointments and radiology testing. I also manage people under me in the Call Que that we use and we also use a ring group that I manage as well. I can see when people are on the call and how many calls are waiting in the Que to be answered. There are 5 people in my area alone that I manage. We mainly use the call Que for our incoming calls so they can have the option to wait for the next available person.
- Call Ques are very helpful
- Phone system can be used anywhere
- Good Analytic reporting
- Has a lag on some phone calls
- Picks up calls when typing and not wanting to answer call
- The phone does not ring but says missed a call. The missed call was from 20 minutes prior to seeing the missed call
April 08, 2022
8x8 X Series and Customer Service
The only issue that I faced so far is learning the program. Being a new admin with 8x8 X Series, I have had a lot of questions and needed help figuring stuff out. They have great customer service. Every page on the admin portal they have a chatbot. When you need help you can click on the chatbot and right away you are either directed to helpful documents or a customer service rep.
- Customer services
- Documentation
- Webinars
- Maybe just having on the admin portal adding pictures of users
March 30, 2022
Ring! Ring! 5/5 Stars for this Phone System!
I use 8x8 as phone service to help with incoming calls and transfer those calls to the correct employee. This helps the company run smoothly by making sure residents and clients can speak directly with the correct person so long as they are in the office. It also helps when employees are not in the office by leaving clear voicemails with the easy ability to call them after.
- We have Caller ID set up and that helps us tremendously by reducing spam calls
- There is an easy ability to transfer calls back and forth if need be
- Parking the call if needed has come in handy many times
- The warm transfer ability is great to let others know what the incoming call is about
- I would love the ability to decline an incoming call instead of having to let it ring if I am busy
March 30, 2022
Missed calls, tracked!
We are mainly using 8x8 for customer service and sales department. The main struggle is we wouldn't know if all missed calls are successfully returned within our given SLA for each agent as we want to ensure that all missed calls are returned. Also, we're not sure if there's a way to manage text messages on 8x8 and ensure that all customers have been responded.
- call queue
- conference calls
- All missed calls tracked and returned
- Manage agent calls/texts quality
March 29, 2022
Needing some help
I've been confused with this phone system since the day we have installed it. I use it on a daily basis. I wished I could have more training.
- I love the fact that I have my own number.
- Training.
March 29, 2022
Health company
2 lines for 2 physical clinic locations. Using auto-attendant and having administrative support answering calls for both clinic locations. One clinic sometimes doesn't have in-person front desk support so the other location can take calls for PTs.
- Email forwarding voicemail alerts when calls unanswered.
- Moves calls to other line if unanswered.
- Allows for scheduling call hours.
- Sometimes forwarding is not accurate and calls bounce in an unanswered loop.
- Trouble hooking up polycom phone purchased from 8x8 X Series.
February 28, 2022
Good product, lacks great support
We use the system at over 200 locations throughout the Midwest. We liked the flexibility the system provided through the 8x8 Work Cell application. The system also records all our calls to the cloud, which allows our users to review calls to ensure order accuracy and our managers to review calls to ensure the customer support agents are doing and saying what they need to be successful. We have approximately 800 lines across 4 states and anticipate growing this.
- The cell phone app, 8x8 work, is great and allows users not to be tied to their desks
- The admin console is very robust and allows for a lot of changes
- The call recording feature, even when using the cell phone app is fantastic
- Customers can not order their own licenses, you have to go through a sales rep, which is very frustrating
- Most of the support people are not native English speakers and it can be difficult to understand them at times
- If you are a power admin, Tier 1 support will not likely be of any assistance and it can take time to get escalated to a tier 2
- They often make you jump through hoops to get support to prove it is on their end, they assume it is something on your network.
February 28, 2022
8x8 X Series addresses all your phone needs
We use 8x8 Series for our phone system. We are a medical office with 50+ employees and several different departments. 8x8 Series is configured to meet each department's needs.
- Auto attendant can be modified to suit your business needs.
- The use of ring groups makes your staff more accessible.
- Reporting
- Dash board with real time.
- Perhaps the need to assign so many numbers to a user or devise. It gets confusing at times.
February 26, 2022
Success with 8x8 for SMB business with hybrid workforce.
We use the 8x8 Work UCaaS phones for employees to address a hybrid/flexible work environment since it just works anywhere we have an internet connection via a desk phone, mobile app, PC App, or web app. Supporting and managing the technology around collaboration and communication is no longer an issue or something we even need to think about. With previous on-premise systems, we have to purchase one-time licenses, add hardware and support, and have many things to go wrong (VPN, on-premise hardware, additional complex programming, etc). The product is easy to use, flexible and scalable for our needs.
- Remote workers.
- Integrating into existing business applications.
- Scalability
- Ease of use.
- Uptime/Availability
- Ease of updating voicemail greetings from Mobile app.
- US Based support.
- Speed of porting numbers.
February 26, 2022
8x8 is a Great Resource!
I use 8x8 in almost every aspect of my job. It is my main point of contact with my teammates and with outside businesses and customers. I use the fax function daily. Because it works so well, I don't know how I would manage without it. I know that 8x8 will receive every incoming and outgoing call, text, and fax. It makes my work easier, as I can access 8x8 in its entirety via my cell phone when I am away from my desk.
- Sends confirmations that faxes are sent successfully
- Customer service is top notch and fast!
- High level of settings customization. I love how I can automatically record all calls
- I can use 8x8 on my cell phone with out any lapse in quality.
- When I start typing numbers to dial, I would love to see suggestions based on what I've called previously (outside of the company)
- I would like to copy previous messages sent via fax on the cover note. There is no option to copy so I have to type everything over if I have to resend the fax.
- I don't have a third suggestion.
This is our main phone system. It rings to the receptionist who uses the platform to park, transfer, etc. She uses the desktop app for VM management. We all use it for messaging. We use both the mobile app at home and physical phones in the office.
- Fields phone calls in a very high volume office
- Allows team to quickly communicate
- Customization of VM, ring times, park/transfer options, etc.
- App improvement - connectivity issues
- Base level training - new employee handbook/training
- Simplify steps on an overwhelming dashboard. Maybe the ability to set up quick links for functions we do often- to update VM is many, many steps.
- Customer service when placing a ticket - we have had many issues with them not taking the time to understand our question/problem.
February 25, 2022
Great product for the price!
I use X series every day. I like the X product as it provides me the capability to keep an eye on my staff and also have the ability to barge, whisper, and listen in on their conversations. This allows me to easily assist my staff while also providing a fast and simple way to speak to a customer if necessary.
- Good software.
- Whisper, barge, listen in.
- Better presence information.
- More customization for ring groups.
February 22, 2022
"Solid and Great Business relationship"
We implemented 8x8 cloud PBX to replace our aging on-site current PBX's and servers and other call center equipment. This allowed us to retire all the site equipment and remove the
high cost of licensing & maintenance.
Because we have multiple sites across the region, now we can
do Ext. to Ext. dialing within the office.
- There is a very reliable cloud-based solution. We are a service provider to our customers and our call centers must stay up and running!
- Are very helpful to assist you in setting up your cloud-based PBX and get you up and running, or turn you loose and let you do as much as you would like to use cloud-based 8x8 portal tools.
- Adding more call center features for the agents, supervisors, and queues that we had before with the old Nortel system.
- When we have big problems, having to set up a call with an 8x8 engineer from the UK, to help us get a fix.
- Porting over TF numbers or getting new TF numbers from South American country's, in a timely turnaround time.
December 16, 2021
Pretty good for the basics but if you want more, shop around
We use 8x8 for our phone system. Overall I say it's good and works, but there is definitely room for improvement. In our business model, we have incoming calls try 2 different receptionists; if neither answer it goes to an auto attendant in which gives them an opportunity to leave a VM in a general inbox or dial by name. This is not a typical dial by name in that they can type in a name, but I have to make many sub-menus because there are only 8 slots per menu- so I have to say for last names beginning with A-D press 1, and so on. Changing the sub-menus isn't the most user-friendly out there, for example when we gain or lose an employee and need to change the order of the list (press 1 for John, press 2 for Jane) and transfer to external numbers. You are not able to name the menus either, so when you start getting sub-menu after sub-menu it's a lot harder to know which one you are at. I actually keep a spreadsheet so that I can make sure the audio and transfer numbers are correct since you also cannot name the external numbers. When trying to rearrange the external number order, (when someone belongs in the middle of the list) it messes completely with the current order and numbers and it's better to just start over and enter them in again.
- Incoming calls - they rarely get lost.
- Transferring calls.
- Sub menus in the auto attendant.
- VM to text for the hearing impaired.
December 10, 2021
Every Day User of 8x8
I use 8x8 X Series daily to make outbound calls, receive calls and send texts. It has made it easy to make calls from my computer no matter where I am so it is always coming from the same phone number. There is also the ability to forward calls to my cell during certain hours to make it easy to never miss a call.
- Makes calling from my laptop and from the number my customers are used to, very easy.
- I love being able to text from the same number as well.
- Easy layout makes use very simple.
- I have had trouble getting the app on my phone. It says I need a code from the admin but we can't seem to find it.
- I wish it would detect when my desk phone is on the same network. I have answered calls from home, and not changed it to the computer output, and it makes me look very unprofessional having to hang up and change the setting to call again.
- I wish the transfer was easier instead of making me search the name. Give me a list right as I hit Transfer.
December 09, 2021
Great, affordable phone service
We receive several calls from our financial institutions. The 8x8 X Series integration allows us to populate the company profile when the call comes in and allows us to transfer or join lines as needed.
- Ability to transfer call and join lines.
- Ability to populate the company profile as the call comes in.
- Allows call recording which is beneficial for training and reviews.
- No issues at this time to report.
December 05, 2021
Best service at the best rate
8x8 X Series is our primary phone system and it has worked perfectly for all [our] needs. 8x8 X Series is easy to use and we especially like the integration of SMS messaging. As the owner, I enjoy the ability to access the system virtually via my personal cellphone and am able to make changes from [anywhere].
- SMS messaging
- Phone application
- Reliability
- Initial setup can be a little difficult
November 29, 2021
Everything you need for remote work from a physical office
We were looking for a VOIP solution that would be easy to set up and would allow us to use physical phones in the office while also allowing for remote work away from the office. Right off the bat, 8x8 X Series was super easy to set up, and they've got really great customer service that was always easy to reach and to work with. Having the ability to answer phone calls coming into the office while at home or elsewhere has made things much easier for us, and the virtual assistant/routing options are great as well!
- Customer service.
- Easy setup
- Reliable service.
- Some of the online dashboard features can be a little difficult to figure out, but they've improved this over the years that we've been using them.
- Setting up the different lines and numbers can be complicated, but it'll really depend on your particular setup.
November 24, 2021
Functional but quirky
I use 8x8 X Series at [the] office and on [my] laptop and cellphone for remote access. Can usually access outside of office
- Allows remote access
- Phone and fax use
- Visual voicemail
- Voicemails usually stop after 30 seconds
- No way to silence phone ringing
- Loses connection at times