8x8 Review: Satisfied overall, recommend oveall, Improvements made, Improvements needed
November 29, 2020

8x8 Review: Satisfied overall, recommend oveall, Improvements made, Improvements needed

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

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

8x8 X Series [(Formerly Virtual Office)] was used by our entire organization, but we have scaled back. There was greater usage when we were in the office and had desk and conference rooms phones, but usage dropped significantly when we switched to working from home during the pandemic. Some employees were not accustomed to using the phone app on their computer and preferred their cell phone. Some found that third party participants had difficulty with video conferencing, so they switched to other platforms such as Zoom and Teams. One recurring complaint was the difficulty in scheduling meetings using the smartphone app, which Zoom makes very simple. The cost of the plans is somewhat high, so we decided to reduce the number of plans in light of the decreased usage and park the unused numbers. Their customer service agents are very professional, but my experience with our assigned sales representative has been not satisfactory when we opted to reduce our usage.
  • Configuration of the system is very easy.
  • The desk phone offers work well and are an excellent value.
  • The computer application is easy to use, even better than using the desk phones.
  • It is very difficult to schedule meetings in the future in the smartphone app.
  • The smartphone app should add the ability to temporarily disable incoming calls on the smartphone when someone is working in their office.
  • It would be nice to have better ways to configure assistants to manage the phone calls of their executives. There were limitations and the workarounds were not ideal. We did come from a Cisco Call Manager system offered much more functionality.
  • The system has overall had a fairly positive impact because its services are easier to manage without the need for an IT employee well versed in Cisco level services.
  • The negative impact has been cost and low adoption due to operability problems for some of its features.
8x8 [X Series (Formerly Virtual Office)] was more flexible with regards to having a mixed environment than RingCentral. It is less expensive and requires less IT skill than operating a Cisco phone environment. It offers better traditional desk-based and computer based phone functionality than Microsoft solutions.
The desk phone functionality was pretty good, especially when compared against the Cisco system. The computer app is excellent and the smartphone app is very good. There are definitely plenty of areas of improvement on all fronts.
I had very good interactions with the general support staff, whether it was over the phone or using the support portal. They are very responsive and do their very best to answer my questions to my satisfaction. My experience with follow-up by our sales representative has been below expectations, especially when it came to modifying our account.

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

Yes

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

Yes

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

Yes

Did implementation of 8x8 X Series go as expected?

Yes

Would you buy 8x8 X Series again?

Yes

8x8 X Series [(Formerly Virtual Office)] is well suited for small organizations with limited IT staff, as it is relatively easy for people to set up with limited IT experience. It is well suited for organizations that like to use softphone applications over desk phones. It is less appropriate for organizations with many assistants who need to manage calls for other senior employees.

8x8 X Series Feature Ratings

Hosted PBX
8
User templates
7
Call reports
7
Directory of employee names
7
Answering rules
5
Call recording
8
Call park
5
Call screening
5
Message alerts
5
Video conferencing
6
Audio conferencing
6
Video screen sharing
5
Instant messaging
7
Mobile app for iOS
5
Mobile app for Android
5