Item: 8x8 Work
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

It is used across our organization. We usually use MS Teams internally, but keep the virtual phone so we can have an office number for our remote work situation. We only really use the phone and the fax, we don't use all the other features. We really just keep the account for the main number and ability to make outside calls with our caller ID info.

Pros and Cons

Multiple platforms (desktop and app)
Supports remote work environment
Interface is easy to use

The admin settings are confusing. If I make changes to the call system, I need tech support.
The contract terms aren't readily available to reference (renewal dates, etc.).
The billing date and the usage date are a little confusing on the bill.

Return on Investment

We can have a main number.
We like having a conference line.
We like having a fax number.

Alternatives Considered

RingCentral

We chose 8x8 because the price was lower. We also used to have hard-line phones, but when our company went remote, that didn't make sense anymore. I don't remember what company that was. They didn't have a good VOIP service and the prices were very high. We chose 8x8 for the price and positive ratings.

Support Rating

It's not too difficult to get someone on the phone. I'm usually not on hold for too long. I usually get straight answers. I like that we have an account manager and I'm able to email him if I have a question about the account. The chat feature for tech support is helpful too. I called tech support first, but the automated system told me my 8x8 number was wrong. Then the system hung up on me. I tried again and it said it would transfer me to a tech person, but then the automated system told me to use chat and hung up. I wonder if there wasn't really a tech support phone option available.

Usability

There are too many updates. Every week there is a new software update. I find that the updates often cause problems. I will have to restart 8x8 twice in order for the program to work again. If the desktop app isn't functioning properly, I only find out when I try to make a call. I want it to notify me more clearly when incoming calls aren't being accepted because the program has an error.

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 (formerly Office 365), Adobe Acrobat DC, Zoom

Likelihood to Recommend

It is well suited for remote employees, but it was confusing to set up. Most of our employees don't really use their 8x8 accounts. We keep their users so they have the option, but usually, they just use their cell number. I think the cell phone seems easier to them so they don't have to remember to log in. I find the app drains my mobile battery.

Meets Our Needs

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