Item: 8x8 Work
Rating: 9
Author: Carlos Bolanos

Overall Satisfaction with 8x8 Work

Use Cases and Deployment Scope

Regular telephone communications with internal and external partners. We also use the phone service as a way to contact the clients or to bring them support through the contact center. We also use the report tool to have a clear view of the number of calls received per month, bringing a full picture of where additional resources are needed.

Pros and Cons

Pros

Stablishing calls with external numbers
Giving accurate reports of the phone usage.
Providing an easy to understand and configure auto response system
Having an easy to understand interface for the user.
Giving excellent support when required.

Cons

Caller ID configuration not always work as expected.
Having a better documentation of how to use each feature.
provide guides to the users on how each feature relates to others.

Return on Investment

increased number of answered calls from 43% to 75%
Improved customer experience.
Extended reach of the company to new clients.

Unified Platform

yes

The platform is easy to understand and use, so by combining all the features it offers, it increases the efficiency of the service provided. The contact center tool allows us to coordinate the users in such a way that there is always someone available to answer the call, the voice and video have good quality, and the chat works as expected.

Efficiency

The report tool and the contact center platform have helped greatly to reduce the number of unanswered calls as well as to increase customer satisfaction. Additionally, the reach of the calls has also helped to get to new potential clients and increase the value of the brand, which translates to increased revenue.

Usability

It's easy to use and very helpful in the day-to-day work.

Alternatives Considered

Cisco Hosted Unified Communications Services and Cisco Unified Communications Manager (Call Manager)

The implementation doesn't usually require an on site speciallyzed hardware, and the platform is easy to use.

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?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Work go as expected?

I wasn't involved with the implementation phase

Would you buy 8x8 Work again?

Yes

Other Software Used

Microsoft Teams, WhatsApp Business

Likelihood to Recommend

In my opinion, 8x8 works better for large-scale sites with multiple users, since the interface is easy to use, users are easy to add, and the softphone can be updated easily. For smaller sites, it will also work, but is not taken as much advantage of as for larger sites. For sites that require analog implementation, I would not recommend it, as it is not as easy to connect those devices with the 8x8 platform.

8x8 Work Feature Ratings

Comments

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Alison Stewart
(Vendor Representative) commented 14 days ago
Hi Carlos, thank you for the detailed feedback! We’re thrilled to see your answered call rate jump from 43% to 75%. We’ve noted your comments regarding caller ID and documentation; we're committed to refining those areas to ensure our features are as seamless as our interface.

A very manageable tool