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Best product i've used by far
Updated May 11, 2022

Best product i've used by far

Steve Morin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 X Series

Since switching over to 8x8 from Broadview 8x8 is one of the best products I have used. Easy to learn and train people on. You can do everything within one. Support from 8x8 has also been great and responsive. They are prompt in getting back to us when support is needed. Most of the folks in our organization love the product.
  • Text
  • Calling is clear and crisp
  • Meetings are easy to join & establish
  • After using our previous product, 8x8 is such an improvement, I can't think of anything negative to say at this time
  • Uptime has been exceptional, the company as a whole has not been completely down since we acquired 8x8
  • People were hesitant to use at first, but once they got the hang of it, love it
  • communications are very clear and crisp
Every time I've opened a ticket with support, I usually get an immediate prompt response. Tickets are usually very quickly resolved. 8x8 support will follow up with you to make sure everything works as it should and confirm all is working correctly, The support team provides great customer service and satisfaction

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?

Yes

Did implementation of 8x8 Work go as expected?

Yes

Would you buy 8x8 Work again?

Yes

All functions are very intuitive and easy to use. Even the Admin page and setting someone up is straightforward, unlike the old systems where you had to configure everything individually, with the 8x8 Admin page, A few clicks here and there and the new user is created or in a call group etc.
PS had all the users etc. set up by our go-live date. All hard phones were activated and when we received them, all we had to do was set them up and punch in the activation code to activate them.
I cannot say too much on this subject because we are a none profit company and I was not included in all the details regarding billing and pricing
Before 8x8, scheduling a meeting you would have to click on a link, type in a bunch of numbers, and go through a vendor for face to face, now with 8x8 it's a one-click solution and everything is at your fingertips. When trying to reach someone in the company quickly, in the past we had to call them, with the texting feature, you can text them a quick message and they can get back to you just as quickly

8x8 Work Feature Ratings

7.7
User templates
8
Call reports
6
Directory of employee names
9
9.4
Answering rules
10
Call recording
9
Call park
10
Call screening
8
Message alerts
10
10.0
Video conferencing
10
Audio conferencing
10
Video screen sharing
10
Instant messaging
10
8.5
Mobile app for iOS
9
Mobile app for Android
8

Using 8x8 X Series

400 - It's a community health care environment. We have a call center that takes all incoming and out going outside calls. It's critical for our company's phone system to be stable and up and running all of the time to best serve the community and patients. With the exception of one time when we first went online, 8x8 was never the cause of our down time and has been rock solid since "Go Live"
4 - The people supporting our 8x8 platform consists of 4 people, these are the same people that support our IT needs. A basic knowledge of the software and the Windows Control panel is pretty much all that is needed. In the more complex issues, we would submit a request to 8x8 support
  • Up time
  • Clarity
  • Very stable across all our sites
  • Video conferencing
  • Plug in to Outlook to merge contact list
  • Easier than expected to support
  • Telehealth
  • Mobile phone accessible and usage
Everyone at the company now have the experiance needed to make phone calls, meetings, video conferencing. It's easy to use is unmatched in the industry. It's been a solid product throughout. The phone tree was easy to setup with the implementation team and they guided us throughout the process

Evaluating 8x8 X Series and Competitors

Yes - Broadview, They were terrible, On a weekly basis we needed to reboot the phones because they were in a suspended state or not working. They would loose network connections. It would take 2 of our guys hours to go around the company and reboot these random phones. It would not alway be the same ones. Support was not helpful as they were contacted several times
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
We are a none profit so we were able to get a good deal on the product that I know of. We did our homework before we did the transfer and 8x8 beat out the other choice due to it's simplicity of the product platform and the reviews were outstanding
Seeing we are satisfied with the product at hand, I don't think we would have to or need to change a thing. Either we got lucky, or 8x8 has a great product that rarely needs maintenance
8x8 Beat Ring Central price by a large margin and offered more than what we were looking for.

Braodview was just a terrible product from our expierience, Always had issues with the phone and support. Knowing we are a health care company, and were supposed to have Gold support, They would always go past thier SLA's to get back to us. Several times they needed to reset the "Sill" on thier side for our phones to function correctly

8x8 X Series Implementation

None that I can think of, Besides the call tree which can get complex, the problems we ran into were not a sticking point seeing the project as a whole was such a great success. One would expect more issues to arise when implementing a whole new phone infrastructure in a company this size
  • Implemented in-house
Yes - Talking with the implementation support team on 8x8 side was simple, we told them the structure we wanted to use ( call tree etc. ) and they build it on their side, Once that was done they shipped us all the phones and we purchased headsets. We had a staging area with the activation number to match per user. Each phone was activated using the activation code for each user and the phones were deployed at each site where the user would reside. Once the phones booted up there was no issues at all with any of the configurations, a very smooth process. We had two conference rooms set aside for user training and the training was very well received. Everthing from the start went very well. No hiccups that i know of which can't be said for many projects.
  • only 2 users didn't match the activation code properly, but that was fixed immediately
  • Call Tree had to be changed a few times to include other languages in different parts in the options menu as they were forgotten to be added, Miscommunication

8x8 X Series Training

  • in-person training
The person giving the training was very engaged, He also listened and answered all the questions. He created a video for our company while he was training in case we needed to reference it again in the future. The questions he could not answer were answered within 24 hours via an email to the IT support staff here so we could share the answers with the rest of the group

Configuring 8x8 X Series

At first the call tree configuration seemed complex, but after a few questions answered and 8x8 support implementation team helped us along we were able to complete most of it, but we did go back and forth a few times to get the phone tree correct and completed for use
If your implementation team rep is willing to work with you, take advantage of their help, their knowledge goes a long way when trying to complete this project. They were there every step of the way. This was by far the most difficult area of deployment, but once it was done with thier help, it worked like a charm
No - we have not done any customization to the interface
No - we have not done any custom code
No additional customization or customization were done

8x8 X Series Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes, because we are in the Health care industry and it is crucial that we are to be up and running at all times. It could be a matter of life and death in certain situations
At one time, our call center was going through issues where the call in the queue could not be answered and there was a call stuck in the queue for over 24 hrs. 8x8 Support were keeping us udated with all they did, It took about 2-3 days to finally get the fix, but this was a first time they had seen this happen on thier side. Not sure what the issue was as they were able to fix it and we were given a workaround to keep the calls coming and going

Using 8x8 X Series

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • User creation
  • Making phone calls
  • Administration
  • Creating the call tree
  • Adding Voice messages etc. to the call tree
Yes - The intergration of 8x8 work X series on mobile devices is quite easy and people that have it installed on their phone love the hand off feature

8x8 X Series Reliability

We did have some issues getting different Office platforms to work with 8x8 at first, At the time of implementation many users were still on Office 2007 & 2010, Once we got rid of these platforms and only used 2013, 2016 & Office365 everything seems to mesh much better now without a hitch
As mentioned before, we have not had an outage with the phone system per say, There was an issue with the call center where we did have an outage, but it was quickly and promplty handled by 8x8 support, they got us up and going again within 24 hours. The 8x8 hard phone and softphone side of things have been rock solid, I couldn't ask for anything more seeing we are in health care and it's exactly what we were looking for. When and if there is an issue 99% of the time it's user error.
No problems with performance, Pages load as they should. I can't answer on the reports side as only a handful of our Admins ( call center ) currently use that side of the software. It does intergrate very well with Office for meetings and conferences. Sometimes there is a slight lag or static when users are talking, but we found this to be a cause of a users computer had not restarted in a while, Once the user restarts thier computer the problem is resolved, So this is not an issue with 8x8

Relationship with 8x8, Inc.

They explained to us pretty much everything in a step by step basis, Our Sales rep ( forgot his name ) was very up front and honest with us and made the process much easier. We were weary at first as many times with other vendors they like to ice the cake and make things much better than what they are. I was pleasantly surprised with 8x8 sales team, no surprises, Everything they said they lived by. This goes a long way with customer service etc.
I might have mentioned before, Even when our "Go Live" date came and went, there was a point we weren't clear on a few things, They went the extra mile to help us out when they really didn't need to. We had a few support questions and the implementation team actually took care of it after the hand off. Again, I applaude thier team for a job well done
I don't have any insight here as this was taken care of by our CIO
Expect freindly support, They will call you back within the time expected within the SLA, they usually will try calling us directly and if we are not reachable, they will email us.

Upgrading 8x8 X Series

Yes - Yes, the process was seamless. Most of our users never realized we had upgraded
  • More options to make changes withing the system
  • Channel rerouting
  • Didn't know what really what to expect
  • More added features and options