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8x8 X Series

8x8 X Series

Overview

What is 8x8 X Series?

8x8 XCaaS aims to erase the boundary between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) to help organizations deliver modern communications experiences. With one integrated platform for customer and employee communications, businesses can…

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 16 features
  • Call recording (287)
    9.0
    90%
  • Answering rules (334)
    8.9
    89%
  • Message alerts (322)
    8.7
    87%
  • Directory of employee names (292)
    8.7
    87%

Reviewer Pros & Cons

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Video Reviews

1 video

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User Review: Small Business Uses 8x8 X Series To Keep Communication Flowing Between Employees
01:51
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Pricing

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X2

$24

Cloud
Per User/Per Month

X4

$44

Cloud
Per User/Per Month

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
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Features

Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

8.7
Avg 8.2

Call Management

Customized phone system settings

8.6
Avg 8.3

VoIP system collaboration

Team collaboration via cloud phone system

8.8
Avg 8.2

Mobile apps

Apps are compatible with mobile devices.

9.3
Avg 8.3
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Product Details

What is 8x8 X Series?

8x8’s Experience Communications as a Service (XCaaS) brings customer and employee experience together with contact center, voice, video, chat, and APIs on one cloud-native platform. The 8x8 eXperience Communications Platform™ is a XCaaS platform that optimizes omnichannel customer experience with data-driven insights while enabling employee engagement in a work-from-anywhere world.

8x8 XCaaS aims to erase the boundary between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) to help organizations deliver modern communications experiences that drive revenue, cut costs, and optimize operations for the new world of work.

  • An omnichannel contact center solution supporting inbound/outbound interactions for all voice and digital channels.

  • A conversational AI solution for automated self-service experiences with turnkey integrations to other systems to optimize the level of personalization during interactions.

  • A suite of Workforce Engagement Management applications that include native Quality Management and Speech and Text Analytics.

  • Enterprise-grade PBX features that include auto-attendant, voicemail, flexible call flow rules, and number coverage in over 100 countries.

  • Business SMS/MMS and internet fax.

  • End-to-end encrypted video meetings for up to 500 participants for deeper collaboration, supporting a global workforce.

  • Support for informal call queues, such as internal help desks for HR or IT.

  • 1-1 or team chat and private or public chat rooms for faster collaboration between employees.

  • Access via a wide variety of desk phones, mobile and desktop apps, or any web browser.

  • In-depth reporting and robust analytics across all communications for IT admins and lines of business.

  • Unified administration capabilities for license management, number porting, provisioning, and configuration.

  • Streamlined workflows with a shared integration framework to embed communication features into productivity tools like Microsoft Teams or business apps like CRM and service management systems.

  • An API library with no-code and low-code technology used to customize digital channels to engage with customers.

  • Composed, personalized experiences for key organizational roles, such as contact center agents, supervisors, IT administrators, and receptionists, to boost user productivity.

  • Progressive, multi-modal communications with a financially-backed 99.999% uptime SLA for UCaaS and CCaaS.

8x8 X Series Features

Cloud PBX Features

  • Supported: Hosted PBX
  • 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 X Series Video

8x8 X Series Integrations

8x8 X Series Competitors

8x8 X Series Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android

Frequently Asked Questions

8x8 XCaaS aims to erase the boundary between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) to help organizations deliver modern communications experiences. With one integrated platform for customer and employee communications, businesses can respond to customer inquiries faster while maintaining the context and content of each engagement as it progresses through the customer journey.

8x8 X Series starts at $24.

MiVoice Office Application Suite (Mitel Application Suite), Dialpad Ai Voice, and Jive are common alternatives for 8x8 X Series.

Reviewers rate Multi-level Interactive Voice Response (IVR) highest, with a score of 10.

The most common users of 8x8 X Series are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(683)

Attribute Ratings

Reviews

(1-25 of 139)
Companies can't remove reviews or game the system. Here's why
November 03, 2023

Zero Customer Support

MP
Mike Peiser
Project Manager
Couvrant LLC (Design, 1-10 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
1
In my opinion, there is no way of getting someone to contact you at all, the chatbot sends you to a webpage where you struggle a lot and probably you get no answer at all. No phone number to contact and always in an infinite loop between the chatbot and the webpage.
October 13, 2023

8x8 Great features & Cost Effective

Mitch Harris | TrustRadius Reviewer
Mitch Harris
Owner
Harris & Associates Consulting (Retail, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
3
Communication issues about 80% of the time, sometimes takes extended explanations to get the problem across to the tech. That "Otto" is worthless about 90% of the time when searching, nothing comes up. Pretty easy now to reach a live person, at first it took a long time.
July 25, 2023

Excellent Phone Service!

Verified User
Administrator in Information Technology
Insurance Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
We have only had to call support once or twice and that was only to reach out to our rep to add more toll free numbers. It was an easy process and took place all in once day
July 21, 2023

Great product for a corporate environment

Verified User
Technician in Information Technology
Education Management Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
I'm giving them a 10 because of the top of the line support that they have assisted me with in the past. I had a user who's number was not working correctly and after speaking with Customer Support they immediately understood what was going on with the extension and they explained to me that the extension had to be rebuilt. Once that was done the customer was back in working order.
February 20, 2023

Perhaps great for call centers, dissapointing for a small business setting.

Geoffrey Hennies | TrustRadius Reviewer
Geoffrey Hennies
Co-founder
Lowthian Design Works (Non-Profit Organization Management, 1-10 employees)
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
2
We have had multiple negative experiences with our chat support, which has been non-responsive or failed to function as intended. In a particular incident, we encountered difficulty in receiving calls from a support call center, as it was unable to connect with our phones. Following several hours of back and forth, we were forced to resort to having them call our cell phone, but the issue remained unresolved. Even our 8x8 representative confirmed that they were aware of the inadequacies of their support service. I don't know if they provide varying levels of support to their larger clientele; however, our experience has consistently been subpar.
December 19, 2022

Reliable. Confidence Provoking. Honest.

EB
Erika Buncom
Executive Assistant
JCinternational (Think Tanks, 1-10 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
7
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.
December 16, 2022

8x8 is great

Verified User
Manager in Other
Renewables & Environment Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
I have had to reach out a few times when first learning the system. I feel like that process could have been a little smoother. But overall I have no major complaints. I went through all the youtube videos, and some I found helpful, and some I did not find helpful. I know that each business is going to be different, and the way that they need 8x8 can vary and that is why I kept the rating at 9.
May 11, 2022

Best product i've used by far

SM
Steve Morin
IT specialist
CHC (Medical Practice, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Every time I've opened a ticket with support, I usually get an immediate prompt response. Tickets are usually very quickly resolved. 8x8 support will follow up with you to make sure everything works as it should and confirm all is working correctly, The support team provides great customer service and satisfaction
April 26, 2022

Lovin my 8x8 X Series

Tomiko Surenler | TrustRadius Reviewer
Tomiko Surenler
Patient Service Coordinator
Spectrum Health Care (Hospital & Health Care, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
My reason for this particular rating is because I have not had any issues with 8x8 X Series and I have been in the medical field for over 25years it is the first phone system that I have come across that has an enormous impact on answering the phones.
April 12, 2022

8x8 X Series Experience

Verified User
Manager in Human Resources
Wholesale Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
7
I feel that our service requests are answered in a timely fashion but accomplishing fixing the problem may take a couple of weeks. For example one of our branches is experiencing this: when a call comes in it interrupts what she is working on her computer and she has to click back to continue to work which can be stressful when in the middle of doing something.
April 08, 2022

8x8 Hospital Usage

Verified User
Supervisor in Other
Hospital & Health Care Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
It is fairly simple to figure out and navigate. I like that I can use it anywhere. I like the messaging and video aspects of the phones. I also like the call queues and ring groups and being able to manage the call queue and see who is on the phone and how many people are waiting in the queues.
April 08, 2022

8x8 X Series and Customer Service

Verified User
Administrator in Information Technology
Environmental Services Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
I have had nothing but great experience using 8x8 X Series. I have used Mitel in the past, and it was confusing, and their customer service was awful. They hardly had anything on the web about how to do stuff, unlike 8x8 X Series which makes it a lot easier to deploy new phones. When setting up a new phone or a new user it is easy. It makes it great that they allow themselves to sink to AD.
February 28, 2022

Good product, lacks great support

Verified User
Manager in Information Technology
Construction Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
5
The support has consistently gotten worse as the year has gone by. We used to have multiple people assigned to our account and would do anything to make sure we were successful. Now, we call an 800 number and get routed to some tier 1 tech who does not know as much as we do about the 8x8 product. Then we have to prove to Tier 1 that the problem is not on our end in order to get the case escalated, which is very frustrating.
February 26, 2022

Success with 8x8 for SMB business with hybrid workforce.

Verified User
Professional in Sales
Telecommunications Company, 11-50 employees
Score 10 out of 10
Vetted Review
ResellerIncentivized
Support Rating
8
Working with our 8x8 VAR partner has greatly improved the level of customer service as the first point of contact for questions or support and was glad to have that as an option rather than a different support person in a contact center every time. Most of the easy day-to-day questions are no longer even questions due to the ease of use and simplified experience on 8x8. The support and responsiveness on the porting process at the go-live left a little more to be desired.
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