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

Use Cases and Deployment Scope

We use the system at over 200 locations throughout the Midwest. We liked the flexibility the system provided through the 8x8 Work Cell application. The system also records all our calls to the cloud, which allows our users to review calls to ensure order accuracy and our managers to review calls to ensure the customer support agents are doing and saying what they need to be successful. We have approximately 800 lines across 4 states and anticipate growing this.

Pros and Cons

The cell phone app, 8x8 work, is great and allows users not to be tied to their desks
The admin console is very robust and allows for a lot of changes
The call recording feature, even when using the cell phone app is fantastic

Customers can not order their own licenses, you have to go through a sales rep, which is very frustrating
Most of the support people are not native English speakers and it can be difficult to understand them at times
If you are a power admin, Tier 1 support will not likely be of any assistance and it can take time to get escalated to a tier 2
They often make you jump through hoops to get support to prove it is on their end, they assume it is something on your network.

Return on Investment

We take well over 50,000 calls a month and the system does a good job overall
We have less downtime than we did with POTS lines
The call recording has saved us several times when a customer tried to accuse us of getting their order wrong

Support Rating

The support has consistently gotten worse as the year has gone by. We used to have multiple people assigned to our account and would do anything to make sure we were successful. Now, we call an 800 number and get routed to some tier 1 tech who does not know as much as we do about the 8x8 product. Then we have to prove to Tier 1 that the problem is not on our end in order to get the case escalated, which is very frustrating.

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?

Yes

Would you buy 8x8 Work again?

Yes

Usability

The system works well, overall. There are some quirks and things that can be frustrating, but overall it is a solid product. We do not need support very often, but when we do, it can be frustrating. Our users like the call recording feature, but sometimes it can be difficult to search through all the calls because we take so many per day.

Likelihood to Recommend

The system works well in most cases, especially if you have a smaller, less complex company. When you start getting into complex call routing through multiple states using auto attendants, call queues, ring groups, etc. it can work fine, but getting a support person with enough knowledge to help can be challenging. Overall, we have a favorable outlook on 8x8, but the support has gotten worse as the years go by. We used to have several points of contact that were dedicated to us, but now we call an 800 number and hope for the best.

Good product, lacks great support

Overall Satisfaction with 8x8 X Series