Promises not delivered on lacking a lot of functionality on the back end
March 10, 2026
Promises not delivered on lacking a lot of functionality on the back end
Score 3 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Work
Some decent customization options regarding auto-attendant and ring/hunt groups that can round-robin to assigned numbers within a group. The Contact Center feature also allows for tiered levels of support by assigning a "strength score" for various types of call groups. The 8x8 Work mobile app can work in conjuction with an office phone and allows for simultaneous ring, plus the option to set certain hours for calls to be received on the mobile device.
Pros
- Great sound quality
- Mobile app works in conjuction with desktop app and eliminates need for call forwarding
- Support provides quick responses
- Service outages are minimal
Cons
- What is the point of 8x8 support asking for information about incidents and then never read it? In our experience, they don't pay any attention to contact method, hours of operation, or details about an issue, resulting in missed contact attempts and excessive repeating of information.
- Unidirectional call handling between physical and softphone: Calls answered on physical phone can switch to 8x8 Work app but not vice-versa.
- 8x8 Work and Voicemail do not have the same options! Voicemail offers numerous status types, voicemail greetings, etc.. 8x8 Work honors none of this: The greetings are saved only to the Work app and not to the phone number itself.
- During phone calls, unable to minimize the rather large call display on-screen. Constantly have to move it around to be able to function within other windows.
- Device, phone, user data is ONLY searchable by exporting reports and not visible in one central hub.
- Phone numbers mysteriously blocked despite none in the blocked caller list -and- migrated phone numbers to 8x8 Work suddenly now display as Possible Spam to outside callers.
- In our experience, Hot desk requires additional licensing and phone numbers cannot have an assigned primary number
- Deleted phone accounts do not delete off the phone itself unless rebooted -- and still actively will call out despite no assigned phone number
- No ability to remote reboot a phone
- Spare phones cannot dial out to 911 if no phone account is assigned by MAC ID -- especially a problem when Hot Desk licenses are assigned
- Decreased customer trust when our phone numbers began displaying out as Potential Spam, resulting in lost business
- In our experience, highly increased spam call traffic
- In my opinion, not a great look when our account managers kept quitting the company throughout our migration to 8x8 Work
MS Teams integration was required as part of our joining with 8x8 Work We purchased phones at 8x8 Work's recommendation, only to be told they are not compatible with Teams. Again, speaking to the lack of detail their customer service agents show when dealing with issues or business. 8x8 Work can't even integrate properly with its own voicemail system. Why is 8x8 Work lacking in so many options -- have a completely separate greeting system, for example -- than the phone accounts?
In our experience, workflows have only degraded since departing ShoreTel for 8x8 Work.
It has not increased operational efficiency.
- 8x8 Contact Center, 8x8 Work and MiCloud Connect
Mitel from a user standpoint in superior in every single way to 8x8 Work, with the exception of faxing and their mobile app. I cannot speak from an infrastructure side.
Do you think 8x8 Work delivers good value for the price?
Not sure
Are you happy with 8x8 Work's feature set?
No
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?
No
Would you buy 8x8 Work again?
No
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