Overall a good investment
December 07, 2022
Overall a good investment
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Express
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).
- Keeps costs low
- Provides accountability for call management
- The administrative dashboard is fairly intuitive
- 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.
- low cost
- auto-attendant
- simple dashboard
- Helped us better manage our expenses
- We have had much less down time than with previous vendors
- Comcast Business VOIP (VoiceEdge)
Call quality is a little better with Comcast
Do you think 8x8 Express (discontinued) delivers good value for the price?
Yes
Are you happy with 8x8 Express (discontinued)'s feature set?
Yes
Did 8x8 Express (discontinued) live up to sales and marketing promises?
Yes
Did implementation of 8x8 Express (discontinued) go as expected?
Yes
Would you buy 8x8 Express (discontinued) again?
Yes