Item: 8x8 Work
Rating: 2
Author: MITCH HARRIS

Overall Satisfaction with 8x8 Work

Use Cases and Deployment Scope

We use it at our main store and our satellite stores. It replaced our conventional phone system from the telephone company. It was less costly and provided us with more features and capabilities. It also allows me to program and access the system from my phone or home computer which is very convenient and efficient.

Pros and Cons

Pros

Many features for users.
Very flexible
Easy to use.
Ability to move your calls from your phone to desktop to cell phone easily.
Reporting is excellent

Cons

Contacting tech support goes from somewhat easy to extremely difficult. Thankfully things run pretty smoothly for the most part.
Inability to reach customer support in a timely manner, you used to be able to call in and someone would come on the line within a few minutes. You can't call in now, you have to go online and fill out a ticket that asks you numerous questions THEN you have to look at pictures and click on what they want to prove you are a human when you have already put in your contact information. I HATE THIS! This was my original complaint, 8x8 seems to change things back and forth to being able to call in and reach someone and then other times, you must log in and get a call back which is a pain.
We have very high internet speeds of 500mbps but I still have calling cutting in and out from time to time.. Not all the time, but many times and this shouldn't happen.
You can't reach anyone in management when you have an issue! Then if someone does call you back, they aren't much help at all.

Return on Investment

We put phone in all of our locations for less than we were paying monthly for just one location.
Very cost effective for multiple phones and lines.

Usability

Works well, easy to move calls from desk phone, to computer or to cell and answer your phone from any of those. Features are way better than the phone company can give you especially if you are on land lines. VOIP is the way to go as long as you have good internet. I really to like this system even if at times it's hard to reach tech support. However in the 3 or 4 years we have had this, it only went out once for a short time (not a fault of the internet)

Alternatives Considered

Ooma. 8x8 has more features and is more "business-like" than Ooma.

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, Parallels Desktop for Mac

Likelihood to Recommend

It's a great concept for anyone that needs to use a phone! If you are a business and you need phones there is no reason not to go VOIP as long as it's less costly. However, tech support is VITAL and the ability to reach tech support is VITAL as well. The support people are usually good when you can get one!

8x8 Work Feature Ratings

Using 8x8 Work

Users and Roles

50 - Clerical, management, clerks, maintenance all employees that use a phone use 8x8 here

Support Headcount Required

1 - I do the programming myself as needed. We don't have anyone dedicated, I make changes, etc. as needed, takes minimal time.

Business Processes Supported

Communication
Phone Meetings
Voice messages

Innovative Uses

We use the auto attendant during the holidays to play store hours as we can't answer calls during holidays.

Future Planned Uses

No clue

Likelihood to Renew

We plan on staying with 8x8, it's economical and it works

Evaluating 8x8 Work and Competitors

Products Replaced

Yes - Land lines from the phone company

Key Differentiators

Cloud Solutions
Ease of Use

Features and price

Evaluation Lessons Learned

No, I like 8x8, I've learned how to use the features and programming and will stick with them.

8x8 Work Implementation

Implementation Rating

We did use a 3rd party to do the main install but after that was done, I was able to add extensions, and program myself.

Implementation Details / Implementation Partner

Third-party professional services

I'd rather not say as I have parted ways with that company.

None

8x8 Work Training

Training Types Used

Online Training
In-Person Training

In-Person Training

The trainer did what we asked and then there were dismissed.

Online Training

Always good to be able to find instructions andtraining online

8x8 Work Support

Support Rating

Once you get someone, they have been pretty good 8 out of 10. They just need to make it easier to reach someone.

8x8 Work Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Support understands my problem Support cares about my success	Difficult to get immediate help

Premium Support

No, not paying for premium support

Exceptional Examples of 8x8 Work Support

I have had good support but I can't say anything exceptional.

Using 8x8 Work

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Transferring calls from desk phone to computer to cell phone
recording calls
Having the app on my phone and computer is great so I can answer from anywhere.

Difficult Tasks

Reaching Tech support sometimes is challenging
Their "Otto" I think is horrible and never can answer a question for me.

Mobile Interface Availability and Impressions

Yes - You can easily transfer calls or answer your phone from your cell phone.

Comments

Please log in to join the conversation

Lauren Williams
(Vendor Representative) commented 5 years ago
Hi Mitch – Thank you for your review, your feedback is important to us. We apologize for the difficulty you’ve had reaching support - please share your account details and the specific issues you need resolved with reviews@8x8.com and someone will be in touch ASAP. Thanks!