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

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

Use Cases and Deployment Scope

Currently we have two Polycom phones, being used in two home offices. We have an Auto Attendant with 3 virtual numbers, one fax and one toll free. We have other employees, but they dont need to have the physical hard line yet so they are using the soft phone system with their numbers being forwarded from the auto attendant.

Pros and Cons

Pros

Everything is pretty automated. You can do almost everything you need to from the dashboard.
The auto-attendant is extremely intuitive and if you set it up right, can do a lot.

Cons

Issues I have are with trying to point certain numbers to certain places and it being the more difficult process in the dashboard and I always have to call.

Return on Investment

Easy and best example is that on two separate occasions, the call recording feature was the difference between me having to pay someone a lot of money and them having to refund us a lot of money. Being able to login and download the entirety of a 4 hour call and go through it, really did save me.

Support Rating

They've never not been able to fix my issue in a relatively quick amount of time.

On one occasion, the rep spent probably four hours with me trying to figure out how we could code a wireless handheld that they did support, but that had been hardcoded to be used by Cisco or through Cisco. He even worked on it from home that evening because we were both intent on making it work because we had spent that much time.

Typically though, calls are only a few minutes and my issues are usually a little more complicated. The easy stuff takes seconds and we're done.

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

GitHub, Adobe Acrobat DC, Adobe XD

Likelihood to Recommend

I've referred easily a dozen companies and helped them setup their phone systems. I've used this as an employee of a company starting in 2005 and still deploy it today.

8x8 Work Feature Ratings

8x8 X Series (Formerly Virtual Office) Support

8x8 Work Customer Support Pros and Cons

Pros	Cons
Quick Resolution Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

No - Dont need it.

Bug Resolution

Exceptional Examples of 8x8 Work Support

I elaborated on this in my main review, but I talked about the time when I tried to get my wireless handheld onto the platform, even though it wasn't issued through 8x8. The rep and I spent over 4 hours trying to get it to work and he even worked on it on his own at home and provided me with a solution the following day. He didn't have to do that mainly because that phone wasn't supported any longer and it wasn't listed on their website as an acceptable use case.

Using 8x8 X Series (Formerly Virtual Office)

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Auto attendant is very easy to use
Call recording is simple and can be a life saver

Difficult Tasks

None for me...

Mobile Interface Availability and Impressions

Yes, but I don't use it

Usability

It's really easy to use. You don't have to be technical at all to figure it out, you just have to be able to read and follow directions otherwise you will not set the system up properly and you'll need to call support. The system has so many checks and balances it's near impossible to screw it up.

Comments

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Jeremiah Mercado
(Vendor Representative) commented 4 years ago
Thank you so much for you 5-star review! Have a nice day to you

8x8 - A company that I've been using since 2005 (as an employee) and now through 2020 as a business owner. Services for the cost is unbeatable.