Item: 8x8 Work
Rating: 6
Author: Verified User

Overall Satisfaction with 8x8 Work

Use Cases and Deployment Scope

I mainly use 8x8 to allow my offshore team based in the Philippines to make calls in Australia via a local Australian mobile number. I also use 8x8 to create a landline number and forward those calls to my mobile phone. In both cases, 8x8 was quick and efficient in getting australian numbers.

Pros and Cons

Pros

Offshore calling
Redirecting calls
Monitoring staff calls
Recording sales calls

Cons

Lag at the beginning of calls from Philippines to Australia
Call logging functionality not always reliable
Recording functionality not always reliable

Return on Investment

Savings on payroll (offshore staff)
Simplified quality monitoring
Allowed cold calling in Australia

Usability

8x8 answered my business needs and setup was fairly smooth. I just wish the engagement was shorter (2y contract) and some of the bugs with call logging and recording were better. Connection lag is also a big issue which gives customers a hint that this is a distant call (call center), hence many hang up too early.

Alternatives Considered

RingCentral Contact Center

8x8 staff was much more responsive than Ring Central, however Ring Central did not ask for a minimum period of engagement. As both products are quite similar, in retrospect, I would have chosen RingCentral. The delay at the beginning of each call is also slightly better on RingCentral and we did not face technical issues like customer not hearing us either.

Key Insights

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

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?

Other Software Used

Microsoft Teams, HubSpot CRM, Zoom Contact Center

Likelihood to Recommend

8x8 is great for businesses who need to offshore their sales calling team. Many Australian businesses use staff based in the Philippines for example. This way the offshore staff appears as if they are Australia-based to the customer (if we ignore the connection delay at the beginning of most calls which should be improved).

8x8 Work Feature Ratings

Comments

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Alison Stewart
(Vendor Representative) commented a month ago
Dear Customer Thank you for your feedback Were glad 8x8 supports your offshore operations. Your comments on call quality reliability and flexibility are valuable as we continue enhancing our service experience.

8x8 for offshore calling in Australia