Labor intensive for the low price
May 08, 2020

Labor intensive for the low price

Adrienne Robinson | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

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

We use 8x8 X Series for VOIP services in our agency and the virtual office is used for virtual meetings for staff. It helps us to work from anywhere and this is especially an asset during the stay-at-home order in my state during this COVID-19 pandemic we are experiencing. I also like the voicemail options it offers with either voice or text.
  • Virtual Meetings
  • Number Porting
  • Voice over internet (VOIP)
  • Voicemail Options
  • Customer Service
  • Live Representatives to speak with
  • Easier examples of how to set up a phone system
  • Clearer handoff between sales and implementation
  • User-friendly scenarios to assist those that are not tech-savvy
  • Institute a white-glove service to help new users
  • Just takes a lot of time and phone calls to set up
  • The setup time needed has probably negatively impacted my sales
  • The number porting process went faster than expected
I selected 8x8 X Series from a referral from another agent. The price fit my budget and they gave 2 months' free on the installation. Hopefully, the initial frustration I experienced with the long installation and back and forth calls will eventually pay off with sales for my business now that the system seems to be working.
The support was lackluster. I thought my sales rep was going to set up the phone system for me and it took several weeks of going back and forth and then being handed off to an implementation person who helped a great deal, but overall there was an impatience on both the part of sales and implementation with the number of calls that were needed to understand and set the system up. They both told me they were admonished by their management for spending too much time with me on my calls. I tried the chat feature, tutorials, and webinars, but ultimately needed a live person to help me with the final questions needed to set everything up.

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8x8 X Series is well suited for tech-savvy individuals that want to "do-it-yourself." However, for those that are less tech-savvy, 8x8 should think of a more hands-on approach or white-glove service to help new business owners get started. Oftentimes when you are starting a new business you need as much hand-holding as possible. It is good to have the tutorials and webinars to reinforce learning but it is not realistic to throw someone out there with limited support or access to customer service phone numbers for assistance.

8x8 Work Feature Ratings

Directory of employee names
Answering rules
Call recording
Call screening
Message alerts
Video conferencing
Audio conferencing
Video screen sharing
Instant messaging
Mobile app for iOS
Mobile app for Android