Item: 8x8 Work
Rating: 1
Author: Josh Kim

Overall Satisfaction with 8x8 X Series

Use Cases and Deployment Scope

We use 8x8 as our phone service. Without 8x8 we would not be able to function because we need to make calls. 8x8 is actually a terrible service, and I would not recommend this to anybody to be honest. 90% of our issues stem from 8x8's application (8x8 Work). The VCC seems to be okay until it starts to take random options away from you.

Pros and Cons

Pros

Good call quality
Stable
App works

Cons

Everything
Random call drops
Lower tiered customer service reps are not helpful

Return on Investment

Without 8x8 we would not have as many issues.
They enable us to function, I guess?
Allows us to make calls.

Alternatives Considered

If I had a choice to pick otherwise, I would. I came into the company when they already had 8x8 and it is such an issue. The fact that you have to have the VO AND the VCC open at the same time, llike why? I would definitely not choose them over quite a few companies.

Key Insights

Do you think 8x8 Work delivers good value for the price?

Are you happy with 8x8 Work's feature set?

Did 8x8 Work live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Work go as expected?

Would you buy 8x8 Work again?

Other Software Used

Microsoft Office 365, VNC Connect, Slack

Likelihood to Recommend

Honestly, I would suggest going with Cisco, or Avaya. Dealing with 8x8 the past 2 years has been stressful to say the least. Our chat system (Microsoft Teams) is constantly filled with issues such as (calls dropped, 8x8 randomly putting me on break, 8x8 accept/reject box doesn't show up) I could really go on for hours. I guess 8x8 could be well suited for smaller companies (10-50), but when working with a larger quantity, you will go through many, many issues.

8x8 Work Feature Ratings

8x8 X Series Support

Support Rating

8x8 Customer service is worse than ATT and Xfinity combined. There has been several times where we have had to wait longer than a day for an issue that should be solved within minutes. There has been times where we have almost waited a week. The customer service disregards any time that we put in for them to call back. And when we select the option to have them email back, they will call us back instead. We have had to let go of a few employees because we were waiting for a reply for our tickets. I absolutely loathe having to deal with 8x8 customer support. It seems like they just want to clear out the ticket with no real solution. A serious, serious problem. Our rep Melissa is wonderful. If she could work with us every single time that would be amazing.

Comments

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Jeremiah Mercado
(Vendor Representative) commented 5 years ago
Good day Josh, Sorry you are having this issue with customer service. It is not the experience we like our customers to have. Is there any particular case ID that you'd like us to check ? Please write send us on reviews@8x8.com together with your account information and we will escalate internally. Thank you
Josh Kim
(Vendor Representative) commented 5 years ago
Joemar, we’ve had SEVERAL tickets open with you guys before. Crazy that it takes a bad review to get some kind of good answers. #C3468108 is an example of 8x8’s crazy service. A coworker and I were talking last Friday (7/2) about 8x8 and one of members of your tech team, Kyle, decided to email us letting us know that he’s working hard and he’s just as frustrated as we are about this issue. I would totally buy that if the ticket wasn’t already TWO MONTHS OLD… absolutely ridiculous the premium price we paid for not premium service. My coworker has been emailing non stop because this is a BIG issue and it is still not fixed. We can’t even get a reasoning as to why it happened. 2 months and no fix.. We’ve switched providers before we could get our issue fixed. Isn’t that just a little insane?

8x8: Honest Review