Not great, but hopefully getting better?
September 07, 2021

Not great, but hopefully getting better?

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with 8x8 X Series

8x8 X Series is utilized by our entire organization as a soft-phone option. We utilize it as the primary support telephone as well. While we have been with 8x8 [X Series] for over 10 years we have become increasingly frustrated with the product. Constant required updates and dropped calls have been an expected distraction at our organization. Unfortunately, our support documentation and infrastructure [have] maintained the relationship. There was a recent update which we hope will improve the performance issues.
  • 8x8 [X Series] is easy to install and pop up notifications work well.
  • Voicemail works well, and recording options are simple.
  • Controls are simple when using the app via phone or Mac.
  • Calls are frequently dropped, or connections are unstable despite quality wifi connection. Improving the parody between 8x8 vcc and soft phone would drastically improve our [functionality].
  • The recent update created multiple disruptions in service despite the email notification.
  • US based support, or people who speak english more clearly would benefit our company greatly.
  • Reliability
  • Accurate date reporting
  • Reporting exports being simple and easy to read
  • 8x8 [X Series] has been a staple for our organization for years, while it has worked, it has become dated and requires a massive update.
  • The latest update took us offline for 72 hours. Despite adhering to the instructions given in the update email.
  • Mobile and desktop apps do not function properly. The "Helper Tool" does not work and is a nuisance.

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

No

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

No

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

I wasn't involved with the selection/purchase process

Did implementation of 8x8 X Series go as expected?

No

Would you buy 8x8 X Series again?

No

8x8 [X Series] has consistently been a good option for internal calls, however, with daily dropped calls through our support line and constant needs for closing and restarting the application we've become frustrated as an organization.

We are cautiously optimistic that the latest update will resolve our struggles. In the event that we continue to utilize 8x8 [X Series] for our VCC and soft-phone option moving forward and see what we've come to expect, we will likely pursue another solution.

8x8 X Series Feature Ratings

Hosted PBX
4
User templates
5
Call reports
8
Directory of employee names
9
Answering rules
1
Call recording
10
Call park
1
Call screening
1
Message alerts
9
Video conferencing
1
Audio conferencing
1
Mobile app for iOS
5
Mobile app for Android
8