Competitive, but needs work
May 29, 2019

Competitive, but needs work

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Virtual Office

We are using 8x8 at three out of our sixty branches across the country. We do basic routing, including Hunt Groups & Queues. The total number of users on the system is around thirty. Most of the business in our industry is conducted over the phone, and it is important for the branches to have a stable Phone service.
  • Easy to use interface.
  • Well categorized settings.
  • Built on custom code/environment.
  • Plugins/APIs/Integrations.
  • The support Center/Ticketing system need to be improved.
  • We've had constant issues of things not taking effect under the user portal.
  • Cheaper than the previous solution.
  • The cloud service is a plus.
  • Little to no maintenance needed.
RingCentral is well worth looking into if you're looking for a contact center with the possibility of integration into hundreds of other platforms. Great support and a very user-friendly platform.
Genesys is much more expensive and requires an MPLS circuit if you're using the PureConnect service. It is not a fully cloud-based solution, but has many more options and settings if you're looking for an Enterprise Contact Center solution.
8x8 is well suited for non contact center environments. I would not use the product as a Contact Center solution, as it is very limited to the things it can do with APIs and Integrations. Also, built on their custom platform, 8x8 requires special projects for all needs that are not out of the box, which costs extra.

8x8 X Series Feature Ratings

Multi-level Interactive Voice Response (IVR)
User templates
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Call screening
Message alerts
Audio conferencing
Mobile app for iOS
Mobile app for Android