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8x8 X Series Experience
April 12, 2022

8x8 X Series Experience

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 X Series

We use the 8x8 X Series system across 14 Branches located in the New England Area. We have problems with running the 8x8 X Series Desktop app and the actual desktop phone while using a headset. We find that only some calls can be answered via computer and others need to be answered by desktop phone the flipped (which is a nice backup feature). We also find that putting callers on hold on the 8x8 X Series desktop app put people on a different extension and does not flip back to the phone call lines. We have had to put my service calls in to help resolve but these types of situations don't seem to be able to be worked through.
  • The 8x8 X Series desktop app has a great feature to have the option of receiving a text which is helpful for when you need to verify the accounts you are trying to log into and they request to send a code.
  • We like to be able to use our headsets to be hands-free to accomplish our work in a more timely fashion than fumbling with one hand.
  • Being able to use our mobile app also to be able to answer calls while someone is on the road is extremely helpful for our outside sales representatives.
  • Linking the group call pickup lines to be able to be answered on my desktop app.
  • To be able to park a call on my desktop phone from my desktop app and have that option of sending it to a call park button so that others who do not like headphones and are not using the desktop app will have the option to pick up their call.
  • When going into our contract we were promised the first 2 months would be free but it was deceiving because the setup of getting everything running properly took that long and we not fully utilizing the phone before that time span had ended so we felt that we didn't get our two-month credit.
  • Being able to link the phones to both the computer and the mobile app has been very helpful for our outside salespeople throughout all of our branches.
I feel that our service requests are answered in a timely fashion but accomplishing fixing the problem may take a couple of weeks. For example one of our branches is experiencing this: when a call comes in it interrupts what she is working on her computer and she has to click back to continue to work which can be stressful when in the middle of doing something.

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

Yes

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

No

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

No

Did implementation of 8x8 Work go as expected?

Yes

Would you buy 8x8 Work again?

No

8x8 X Series has been friendly and easy to work with. I feel, at times, that 8x8 X Series has more good features that outweigh the bad.
I deal directly with it and he submits ticks and I see that we are serviced pretty quickly but at times we do not resolve immediately.
I didn't help to purchase this product but wish I were involved to see what other options were out there due to not being completely satisfied.
I feel that the 8x8 X Series work desktop app should be able to tie into being capable of sending to desk phone in a better manner. I am finding that some features need to be upgraded for more flexibility like being able to park a call from my computer to my phone call buttons. I love the fact that we can search for an employee within the company to contact them from our 8x8 X Series work desktop app but I don't like the fact that the directory can not be loaded into our desk phone directory so I find I use the computer app so much more.

8x8 Work Feature Ratings

8.8
Hosted PBX
10
User templates
10
Call reports
10
Directory of employee names
5
9.0
Answering rules
10
Call recording
10
Call park
5
Call screening
10
Message alerts
10
10.0
Video conferencing
10
Audio conferencing
10
Video screen sharing
10
Instant messaging
10
10.0
Mobile app for iOS
10
Mobile app for Android
10

Using 8x8 X Series

250 - Our employee's Job Titles are Drivers, Warehouse, Counter Sales, Inside Sales, Outside Sales, IT, and Admin.
3 - The 8x8 X Series console is the easiest platform that I have worked with. It offers reporting and recording features and call tracking also. We have the option of creating lines at our fingertips using the Admin Platform.
  • Transferring calls.
  • Answering calls in a timely fashion.
  • Being able to use all services together.
  • The option to use 8x8 X Series for meetings is a great feature.
  • I am not sure that our company is happy enough to continue its use of 8x8 X Series but that is in the hands of its dept and our president.
I have heard way too many negative things about the 8x8 X Series services and how people wish that we had never changed providers.