Item: 8x8 Work
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

The 8x8 X Series is used by the whole organization and our members. The primary business function it supports is facilitating communication with our 1,500 members, including the use of the very flexible Auto Attendant. The extremely reliable system is also used all day, every day to facilitate internal and external staff communications. Audio quality is high and the system is feature-rich.

Pros and Cons

Auto Attendant features numerous configurable options that allow us to fine-tune its operation to meet our needs.
Telephone instrument configuration is also very simple to administer and provides many useful features.
Configuration via the web interface makes it easy to administer from anywhere.

Issue #1: we've experienced intermittent failures to upload Auto Attendant Greetings, resolved by tech support each time.
Issue #2: The process to replace a failed portable handset is cumbersome and should be simplified.
Nothing else comes to mind—overall we're very pleased with the system.

Return on Investment

Reliable, easy to administer and use communications infrastructures to supports all member programs.
The phone system replaced by 8x8 was problematic in many areas. The 8x8 system poses no problems!
Staff and Member satisfaction have increased substantially since implementing the 8x8 system.

Alternatives Considered

We narrowed the field to Ooma Office, Ring Central, Vonage and 8x8 based on features sets and costs. We performed onsite evaluations of the two least expensive options which were Ooma Office and 8x8. The 8x8 system was the clear favorite of our staff, it has a much broader feature set with superior configurability and I felt very comfortable with the remote management features.

Support Rating

8x8 Technical Support has been able to resolve the two issues we've had during the three years the system has been in service. We've had a couple of instances in which we've been unable to upload new recorded Auto Attendant greetings. In the first, the problem was resolved quickly. In the second, they were unable to resolve the website issue but accepted the audio file via email and enabled it for us on their end, so they get a "10" for that. We haven't had that issue again. We had a portable handset fail and found the replacement process very cumbersome, so that drops the score down to an overall "8.".

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?

Yes

Did implementation of 8x8 Work go as expected?

Yes

Would you buy 8x8 Work again?

Yes

Other Software Used

FrontStream Panorama, QuickBooks Desktop Premier, Microsoft Office 2016, Synology DiskStation

Likelihood to Recommend

It's a very well designed, reliable, flexible system suitable for most business scenarios. Reliance on the Internet makes some prospective customers hesitant, but we've experienced practically no downtime during the three years our primary system has been operational. I can't think of any small to medium-sized organization that has requirements beyond what the 8x8 system offers.

8x8's VoIP Service Has Been Excellent!

Overall Satisfaction with 8x8 X Series (Formerly Virtual Office)