8x8 Works, when it wants to
August 20, 2021
8x8 Works, when it wants to
Score 2 out of 10
Overall Satisfaction with 8x8 X Series
The 8x8 platform is being used across the entire organization. We are routing calls to local showrooms and then rolling over to our customer service queue in Illinois. Since changing from our old UCS system, employees have had the flexibility to work remote. Also, the IT department has started to use it when providing support to end users at remote locations. Being able to start a video meeting via our cellphones by one click is very helpful.
- Faxing is straight forward
- VM notifications
- Directory is easy to navigate
- Customer support needs some serious changes. The inability to email a ticket in is extremely frustrating. 60% of the time support technicians are quick to blame the customers environment for issues without adequate troubleshooting or review from the engineering team.
- Updates to the VoIP client need to be QA'd better. Making an update available that breaks features such as call forwarding, warm transfers and parking calls in unacceptable.
- Maintenances on 8x8 X Series infrastructure need to be done off-hours or on weekends. Pushing an update midday and causing an outage for either desk phones or the 8x8 app is unacceptable. We had several instances this quarter where one or the other would stop working only to have it resolve on its own 2 hours later.
- 8x8 mobile app has call echo more than 50% of the time. This occurs whether or not we are on wifi.
- Call quality
- Call queues and ring group functionality
- Voicemail review via app
- Customer frustration when. Speaking with consultants. Echo at times is unbearable.
- Unneeded stress for employees with dropped calls or one way audio.
- Ability to work remote is now possibility for customer service team
8x8 X Series had competitive pricing and we absorbed another environment that was already under contract. In an attempt to have a single unified ucaas we migrated to 8x8. Cisco UCM and 3CX were more involved when setting up but gave us the ability to do anything we wanted with our calls. We had more freedom and did not have forced obsolescence with our PC or wireless clients. 8x8 on the other hand was very easy to setup once we had our call routing and flow and requires us to constantly update.
Do you think 8x8 X Series delivers good value for the price?
Are you happy with 8x8 X Series's feature set?
Did 8x8 X Series live up to sales and marketing promises?
Did implementation of 8x8 X Series go as expected?
Would you buy 8x8 X Series again?
8x8 (non contact center edition) is well suited for smaller businesses that do not rely heavily on calls. If you need heavy reporting on queues or extension usage the basic x series licensing is not for you. Even with the x4 call analytics license assigned I find myself needing more when reporting.