Item: 8x8 Work
Rating: 9
Author: Kris Mackey

Overall Satisfaction with 8x8 Work

Use Cases and Deployment Scope

We use 8x8 Work as a soft phone and for some queue needs. We use Users, Ring Groups, Call Queues and Auto-Attendants. The largest use case is just soft phones that act as virtual desk phones. The majority of our providers and staff use 8x8 Work regularly for external communications.

There are a few teams that have queues tied to dedicated phone lines and/or are destinations from our auto-attendants/IVR menus.

Pros and Cons

Pros

8x8 Work manages roles and permissions well. It is very simple to create permission groups needed for certain roles that may even overlap teams needs.
User management is fairly simple and straight forward.
Analytics reporting is good quality for the higher tier licenses

Cons

Some other VoIP providers allow lines to be dual use (Fax and call). This would be nice in cases where large teams need this functionality and do not want a dedicated fax only line.
Improve the method an end user manages their own external caller ID, when permission is granted. Right now this can only be done in the web console instead of in the app where all the other settings are.
More granular access controls for call recordings. Right now access is granted site wide but cannot be drilled down any further.

Return on Investment

Moving to 8x8 Work helped us consolidate our soft phone and IVR needs with our contact center platform and save thousands in the first year alone.
All of the 8x8 Work products I've worked with have great integration options from CRMs like Zoho/Salesforce to Google and Microsoft Office.

Usability

The desktop app and admin console are fairly straight forward to use. I you have any questions you can usually connect to a chat agent without about five minutes. Users can self manage many settings, but you can control their access to most key configurations such as external caller ID, SMS and more.

Alternatives Considered

RingEX

8x8 Work and RingCentral EX have similar features available. 8x8 Analytics is a little better at summarizing data and creating dashboard visuals. Other than that they are both great products. I prefer the admin console confirmation for 8x8 Work over RingCentral. Things seem to be organized in a way that allows you to navigate and find your settings quickly. 8x8 Work is surely a major competitor to RingCentral EX.

Key Insights

Do you think 8x8 Work delivers good value for the price?

Yes

Are you happy with 8x8 Work's feature set?

Yes

Did 8x8 Work live up to sales and marketing promises?

Yes

Did implementation of 8x8 Work go as expected?

Yes

Would you buy 8x8 Work again?

Yes

Other Software Used

ManageEngine Endpoint Central, Trend Micro Worry-Free Services Suite, Google Workspace, 8x8 Contact Center, Atlassian Jira, Atlassian Confluence, KnowBe4 Security Awareness Training, KnowBe4 Compliance Plus, Virtru, athenaOne

Likelihood to Recommend

Great for virtual desk phones and light queue work. Has nearly all the tools you could possibly want, although you sometimes need to be creative to create your own vision of workflows. 8x8 Work support is generally well suited to help if your desired outcome is well defined. In my experience 8x8 Work can be managed by even admins with less experience with VoIP platforms while also offering a good amount of features at a competitive price.

8x8 Work Feature Ratings

Comments

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Alison Stewart
(Vendor Representative) commented 5 months ago
Dear Kris Thank you for your detailed review Were delighted that 8x8 Work effectively consolidates your communication needs and provides substantial cost savings. Your feedback on the simplicity of user management and advanced analytics is valuable. We appreciate your choice and support of 8x8 as a competitive option in the VoIP space.

8x8 Work Is A Competitive VoIP Solution