8X8 needs some improvement
Updated February 03, 2021

8X8 needs some improvement

John Mendoza | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

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

I am using 8X8 as a VoIP phone. I can use the phone app, physical phone and virtual on my computer. It also integrates with Salesforce which is a great feature. I use the video conferencing and phone extent ion. The customer service has improved and response time as well.
  • Communication
  • Staff training
  • More video conferencing features
  • I like the video conferencing features.
  • There is no option for webinar presentation.
  • It stopped working with Salesforce.
I selected 8X8 because of the ease of using the VOIP system. Lot's of great features like adding additional phones from another location and to have all the phone answering options. However, the answering options are not user friendly and I normally need to call customer service. The voice quality is normally good.

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

Yes

Are you happy with 8x8 X Series's feature set?

No

Did 8x8 X Series live up to sales and marketing promises?

No

Did implementation of 8x8 X Series go as expected?

No

Would you buy 8x8 X Series again?

No

I like 8x8 for their ability to work with Salesforce. When I receive a call from a client that has ben inputted into the Salesforce CRM their information pops up on the screen and I have all their information to be able to help them better.

8x8 X Series Feature Ratings

Hosted PBX
Not Rated
User templates
6
Call reports
9
Directory of employee names
Not Rated
Answering rules
10
Call recording
10
Call park
10
Call screening
10
Message alerts
10
Video conferencing
10
Audio conferencing
10
Video screen sharing
10
Instant messaging
10
Mobile app for iOS
Not Rated
Mobile app for Android
10

Using 8x8 X Series (Formerly Virtual Office)

3 - administration and customer retention
I only use the online chat to work with 8x8 issues
  • phone integration with Salesforce
  • phone extension via voip
  • video conferencing
  • phone extension to other states
  • video conferencing for one on one meetings
  • more office extensions
  • group webinars
so far the benefits out weigh the issues

Evaluating 8x8 X Series (Formerly Virtual Office) and Competitors

  • Price
  • Product Features
  • Prior Experience with the Product
Salesforce integration
Be able to test each service

8x8 X Series (Formerly Virtual Office) Implementation

If you are integrating from another service it can be frustration getting everything correct
Yes - phone only and then salesforce integration followed by extension
Change management was minimal - not much to say. It has been the first service i used
  • Start up was smooth
  • Salesforce integration has been difficult at times
  • meetings also had some issued

8x8 X Series (Formerly Virtual Office) Training

Configuring 8x8 X Series (Formerly Virtual Office)

depends on the your knowledge on this type of service
Some - we have done small customizations to the interface - to answer calls and have a voicemail service. It requires tech support
No - we have not done any custom code

8x8 X Series (Formerly Virtual Office) Support

I have been having an issue getting 8X8 to follow up on issues that affect my business.
ProsCons
Good followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
I have the regular business 8X8 program and I am not sure if that is considered Premium
Yes - yes but it took a long time
Just recently with a compatibility issue with another program

Using 8x8 X Series (Formerly Virtual Office)

I like all the features of the phone and video conferencing and being able to record both. There is no time limit on the free video conferencing like with Zoom, and I haven't had security breaches so far. I would recommend this service to others. I do wish it had some more features like the background that Zoom offers
ProsCons
Like to use
Relatively simple
Well integrated
Feel confident using
Difficult to use
Requires technical support
Slow to learn
Cumbersome
Lots to learn
  • phone calls
  • phone call recording
  • meetings on video
  • some of the video meeting features
  • faxing
Yes - I works fine on my android

8x8 X Series (Formerly Virtual Office) Reliability

It integrates with Salesforce
it is pretty reliable
I like that it is compatible with Salesforce

Integrating 8x8 X Series (Formerly Virtual Office)

It has been a very useful tool for my business
  • Salesforce
some times there have been compatibility issues and 8x8 usually works them out
talk to the techs first

Relationship with 8x8, Inc.

they sold a good product
when I had issues they were not always available
do your research with other vendors

Upgrading 8x8 X Series (Formerly Virtual Office)