Stagnant inflexible intransigent oversellers
April 03, 2023
Stagnant inflexible intransigent oversellers
Score 2 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 X Series
We needed UCAAS and CCAAS as part of our response to the Covid 19 situation, although we had started evaluating these products at an earlier date we had to expedite the procurement and implementation which we were able to do with the provider. Unfortunately once the product was live and in use the holes started to show and the support and development was seriously lacking. Responses to improvement requests essentially being derided and laughed at with a high turnover of account managers who could only really apologise that they couldn't meet the most basic of requirements.
- They have put a lot of work into their softphone, we hardly use it but if we did then I think it might be pretty good
- they are fully cloud based
- they own their own Intellectual property
- the analytics are really inflexible and they have made it hard work to export the data into Power BI or similar,
- Report data is spread across several different sections - e.g. Quality monitoring and Customer experience are not part of analytics
- the SIP connections are really poor and require outstanding internet connection and high quality routers - so our homeworkers are constantly experiencing poor connections when other VOIP solutions are much more capable with average connections
- There is no established and measurable route for improvement/development requests. There are so many absolutely fundamental gaps in their product that it would be incredibly easy to fix but they simply have no interest in listening to their customers
- We have been mostly stagnant due to the reporting difficulties
- We were able to move our staff to WFH
- We have lost money due to being unable to allocate excessive call costs to relevant departments/cost codes
Do you think 8x8 Work delivers good value for the price?
No
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