Item: 8x8 Work
Rating: 7
Author: Bret Miller

Use Cases and Deployment Scope

8x8 X Series is our current phone system. We use it with Polycom VVX 601 desk phones in the office and with the Windows, Android, and IOS apps. We use an auto attendant for our home office phone number, user accounts with DID access for our home office users, and Ring Groups for departments and member, donation and technical support.

Pros and Cons

Both desk phone and application support
Works great for working at home scenarios like the current pandemic
Voice mail notification to email

Inclusion of ring groups in dial by name directory
Auxiliary entries for dial-by name, like when you want to list the president but route the calls to his assistant instead.
When call using mobile device is enabled, route inbound calls to the mobile device
Allow using any available DID for user outbound caller ID when set by admin

Return on Investment

We were able to use desk phones we already had minimizing the initial investment.
It allowed us to transition to remote work seamlessly when the need arose.
Users required less training because the features were similar to other commonly used phone systems.

Alternatives Considered

MiCloud Connect (formerly ShoreTel) and Skype for Business (formerly Lync)

8x8 offers similar features to the ShoreTel system we used before we relocated. Not all of the features stack up to the quality of the ShoreTel system, but with the price point as low as it is for 8x8, it provided the features we required without a major investment in system hardware. Between ShoreTel and 8x8, we tried Microsoft Skype for Business with their "phone system." While some of the features were present, they were disorganized and many of them worked only intermittently. Users could not perform basic voicemail tasks on desk phones as you would expect with a phone system. That's why we decided to move to a different provider, choosing 8x8. 8x8 had better features that actually worked and allowed users to return to using their desk phones as most of them prefer to do. We chose 8x8 because it was well-reviewed, had a low cost of entry and ongoing cost of ownership, and had the features we needed.

Support Rating

8x8 support has been very responsive, except for one issue we have outstanding. As an international organization, we need to be able to call most countries in the world. 8x8 has blocked calling to countries where scam is rampant. Unfortunately, we have staff in some of those countries and although we have tried to get the countries unblocked, support has basically ignored our request to do so. So users have had to use their mobile phones to make those calls at higher calling rates and get reimbursed for them.

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

Microsoft 365 Business, iMIS, Microsoft Dynamics GP

Likelihood to Recommend

8x8 X Series is particularly well suited for smaller businesses where users need both desk phones and "softphone" abilities concurrently. It is especially helpful for users who must work remotely at home while needing integrated access to the office phone system. It is very cost-effective for the number of features it offers. It offers features of advanced phone systems like ring groups, auto attendants, and call queues at a low price point.

Full-featured phone system at a low price point

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