A little difficult to set up, customer service is tough to reach, but 8x8 is 100% worth your time and money!
December 23, 2020

A little difficult to set up, customer service is tough to reach, but 8x8 is 100% worth your time and money!

Matthew Raspopovich | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

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

I have a total of four employees, including myself. As the business owner, 8x8 X Series (and the computer software 8x8 Work) has allowed me to have one employee work from home since the beginning of COVID-19 back in March. Unfortunately she was no longer able to work in the office because her kids had to stay home and do virtual learning. Having 8x8 Work allowed her to use a headset to make outgoing calls, receive incoming calls, listen to voicemails, send/receive text messages, and complete most of our communicative tasks from the comfort of her home.
  • Text messaging from the computer - so much easier to type out a text message on a computer keyboard. I can also send and receive images and files via text through 8x8 Work.
  • Making outgoing/receive incoming calls via a bluetooth headset connected to 8x8 Work's computer software.
  • Call recording to monitor employee performance and review conversations between my employees and prospective/current clients.
  • Fairly easy-to-use data analytics showing how long an employee has been on the phone and how many calls have been made/received by any particular employee.
  • TOO MANY different voicemail inboxes where it takes too long to listen to messages, set voicemail greetings (there is a busy greeting, a regular greeting, a vacation greeting, and a few more that I can't remember)...all of these different greetings are completely unnecessary!
  • Customer Service is tough to get a hold of. Using the online AI to ask a question is pretty useless. If you want to get help, you need to create a case and wait for 8x8 to call you whenever a service tech is available. This makes it difficult to nearly-impossible to handle an emergency situation if our phones were to have a major issue...luckily the last two years have been pretty smooth regarding the service.
  • There should be a beginner's guide to setting up phones in office as well as how to use the 8x8 Work functionalities. They currently have guides and help sections, but there is so much information that to filter through it all to find what you need is typically a waste of time...it's better to just call in. It would be nice to have the ability to do an online chat with a service tech within a minute or two and then to be able to have that service tech immediately get on the phone with the business owner/tech admin to resolve any potential issues and to walk someone through setting up phones/going over voicemail setup/explaining all of the services the business owner wants to know about.
  • Makes it easy to instantly text clients and prospects which streamlines our processes so much!
  • In my opinion, the phone service 8x8 provides was sold to me at a fair price and I don't ever remember them putting hidden charges/not telling me if the price ever does go up.
  • Allows me to instantly text my employees if I have a question for them and vice-versa.

Do you think 8x8 X Series (Formerly Virtual Office) delivers good value for the price?

Yes

Are you happy with 8x8 X Series (Formerly Virtual Office)'s feature set?

Yes

Did 8x8 X Series (Formerly Virtual Office) live up to sales and marketing promises?

Yes

Did implementation of 8x8 X Series (Formerly Virtual Office) go as expected?

No

Would you buy 8x8 X Series (Formerly Virtual Office) again?

Yes

It is VERY well-suited for those people who travel a lot. I have 8x8 Work on my cell phone, my laptop, and desktop computer at work. This makes me SO much more accessible than the typical insurance agent. Anyone who doesn't have a software program will never know that someone was trying to reach them over a weekend per se. I had one client who got into an accident, needed to make a claim and didn't know what to do. I saw that they called in on a Saturday morning and the call came right through to my cell phone when no one picked up at the office (since I am closed on weekends).

8x8 X Series (Formerly Virtual Office) Feature Ratings

Hosted PBX
Not Rated
User templates
Not Rated
Call reports
8
Directory of employee names
8
Answering rules
7
Call recording
10
Call park
8
Message alerts
7
Video conferencing
8
Audio conferencing
8
Video screen sharing
Not Rated
Instant messaging
8
Mobile app for iOS
Not Rated
Mobile app for Android
7