8x8 was great. Now, not so much.
Andy Taylor | TrustRadius Reviewer
November 25, 2019

8x8 was great. Now, not so much.

Score 6 out of 10
Vetted Review
Verified User
Review Source

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

We use 8x8 X Series across the entire organization. We primarily use their VoIP telephone service. We previously used their fax service, but no longer do (we use RingCentral for fax services). They also have conferencing solutions, which we very rarely use. The VoIP service allows our attorneys to work remotely, whether that's from home, on the road, or at the courthouse.
  • The call quality of 8x8 is very good (nearly as good as an old-school phone system).
  • There is very little downtime (I actually can't remember the last outage).
  • The ability to mask your cell phone's number on caller ID (for outbound calls) is very helpful.
  • The iPhone app is powerful, but clunky.
  • The technical support (which was absolutely amazing when we first signed up with 8x8) is terrible now. The same goes for their customer service (that is, if there is a problem that tech support can't fix or doesn't handle well, and then you call customer service to complain, they'll just pat you on the head and tell you to go on your way).
  • The web interface is difficult to use, both from a user standpoint and an administrator standpoint.
  • Has helped us become more efficient by allowing us to work while on the road.
  • Has helped us save money as compared to using a landline PBX system.
  • Has helped us with the flexibility to easily move and change extensions.
We previously used RingCentral for our cloud-based VOIP system. The problem with RingCentral was that the call quality was not very good (there was a little bit of a lag time) and they had quite a bit of downtime. (This was several years ago, so this might have all changed by now.) I also appreciated that--at that time--all of 8x8's tech support was very good, while RingCentral's was not. Now, however, 8x8's tech support is on about the same level as RingCentral's was.
8x8's tech support is just really not that good. Besides the language barrier (which is worse on some calls than on others), the tech support representatives don't really seem to care about the problem. Once, 8x8 released our main telephone number into the pool, meaning we came to work one day and no one could call our number, and anyone could've grabbed our number for their own business. I was on the phone with tech support, and they honestly acted like they didn't really care about the problem (which, thankfully, was finally resolved after a bunch of missed calls).

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It is well suited for our situation. We must have good call quality, and we either don't really need or have other vendors for all the other bells and whistles (conferencing, faxing, etc.). Also, I am tech-savvy, so, fortunately, I don't need to call their tech support often. If any of this doesn't apply to you, then 8x8 is probably not the best solution.

8x8 X Series (Formerly Virtual Office) Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Not Rated
Call reports
Directory of employee names
Not Rated
Answering rules
Call recording
Call park
Call screening
Message alerts
Video conferencing
Not Rated
Audio conferencing
Not Rated
Mobile app for iOS
Mobile app for Android
Not Rated