Virtual Contact Center by 8x8 Software


 

For small to midsized call centers seeking a comprehensive hosted solution, 8x8 Virtual Contact Center offers an agile contact center system.

In addition to call center functionality, this solution also supports other popular interaction mediums: voicemail, email, web callback, web chat and more, all accessible from an interface that is entirely browser-based.

Its cloud-based architecture can support agents regardless of their location. It also integrates directly with several leading customer relationship management (CRMs) and can be configured to interface with other enterprise applications. 

The universal queue assigns interactions via skill-based routing. This directs customers to agents with the correct skill set, reducing transfers. Call center operations can be monitored in real time, with historical data accessible for metrics analysis.

With IVR, CTI and voice recording and logging, call centers remain on the leading edge of technology necessary to a successful center.

 

Virtual Contact Center by 8x8 - Home
 
  • Virtual Contact Center by 8x8 - Home
    Home
  • Virtual Contact Center by 8x8 - Agent service dashboard
    Agent service dashboard
  • Virtual Contact Center by 8x8 - Queue dashboard
    Queue dashboard
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

63 Reviews of Virtual Contact Center by 8x8

 

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Software Advice Reviews (37)
More Reviews (26)

Showing 1-20 of 37

Meryl from Friendly Care Home Health
Specialty: Healthcare
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Very buggy mobile app

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Would love for the app to be optimized.

Pros

Really like the convenience of being able to take my office phone with me where ever I am. Useful in that aspect.

Cons

The app is very buggy. It goes offline after each call and if you don't restart the app, the next call that comes in will freeze on the screen. I've also noticed that the calls that come through on the app are delayed. The phone will ring twice in the office before my cell phone rings which causes a lot of missed calls if I'm not able to answer right away. Especially if the app doesn't respond quick enough.

 
 

Analise from Dynasty Home Health Care Agency
Specialty: Healthcare
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Mobile App is very Glitchy

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

We use 8x8 for our office and we typically don't experience issues with our in office phones. The service is pretty reliable for in office phones.

Cons

The mobile app is SO glitchy. There is a large delay from when a call is received in office versus when it starts ringing from the mobile app. It causes a lot of our calls to be missed. Sometimes, the app won't open fully in order for us to hit the answer button. It will freeze a lot and requires a lot of forcing close and reopening the app so it will function properly.

 
 

Josh from Nexus eWater
Specialty: Manufacturing
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Suited for everyone, from small businesses to large companies

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

This product offers pretty much everything you'd expect from a high-end VoIP without the high-end price, including call recording and faxing. For most the faxing functionality is just a "nice to have" but for us, it was a feature we were specifically looking for. It also integrates with Salesforce and Microsoft Outlook, so old timers in the office will be more comfortable using it over some of the other VoIP options out there.

Cons

Not to be particular, but the interface is pretty ugly and clunky. Think login web portals in the mid-2000s.

 
 

Alfredo from Stanislaus County PAL
Specialty: Nonprofit
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Great product/service at a very affordable price.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I am with a Non-Profit Organization and started to use 8x8 after dealing with a very old phone system. All I can say that is that we get great customer support, great service, up to date technology and best of all very affordable. I definitely recommend this company to anyone.

Pros

Up to date technology, great customer service, very affordable, many options to keep in communication with your clients and customers.

Cons

None that I can think.

Advice to Others

8x8 is truly a great solution for small business and large business.

 
 

Meier from Locksmith Plus Inc
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2016

November 2016

Great Product, CS needs improvement!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Switched to 8x8 from another popular VOIP system, due to profit loss issues with other system, and great recommendations from trustworthy business connections. I overall love the experience and the system, how easy it is to use and navigate. However it was a bit overwhelming at first, you get used to how its used fairly fast! If you need help from customer service though, be careful it could become a headache and a lot of wasted time and frustration really quickly!

 
 

Carl from Pyro-Comm
Specialty: Professional Services
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Behind the curve on features and below par on customer service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

As a manager for an inbound tech support call center, 8x8 did a decent job accomplishing most of what we needed. It allowed us to answer calls, manage queue schedules and priorities, etc. The agent interface was easy to use, but the admin interface was fairly difficult and required some sort of a programming background to make full use of it. The biggest problem with 8x8 is its lack of features such as: automated reporting and live metric dashboards. Also, the email client was difficult to use and was very glitchy sometimes resulting in losing emails. The customer service was also below par. Most of the times that I called in, the agent on the other side, did not know the answer and took way too much time to get back to me (if they did). In a span of 6 months, I was assigned 3 different customer success managers making it confusing on who my go-to person was. We eventually stopped using 8x8 and went with a newer competitor that was in front of the pack in terms of features and quality.

Pros

It's a cloud solution allowing you to employ remote call center agents

Cons

The worst part was the lack of support especially when things were down. Most of my agents used the word 'hate' when it came to the email interface.

Advice to Others

Seek out newer solutions which use apps making it easier to integrate with your CRM and other tools you may use. Also, try to find a solution which combines everything you need in it, such as ticketing, self-help sites (forum/FAQs/Etc), chat, and more.

 
 

Cheryl from Joy Jay Inc.
Specialty: Healthcare
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

Why Broadband Phones for Offices?

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Why do I like this company? Not only do I like this company I have a great relationship with working from my office phones and using this wonderful broadband phone company. Now wait, no landlines in my office. No landlines. I was able to work with this team and duplicate my office phones and place them in my home as well. I do a lot of cloud technology for our Dental office and it is important to have a phone system that can pull the load.

I love the fact that I have an automated attendant that can play any message I record on it. I can custom fit it to our office and place any message I want our patients to hear. Now lets get down to the flexibility of this phone system. Ready?

I can answer calls from a phone, on the computer, on an app on my cell phone anywhere. This company has the ability to track any call that comes in. If a patient does not leave a message I can still get in touch with them to help them out. New people calling in also can get a call back even if they do not leave a message. Now you say if you had a big staff you would not need to have to call them back you would answer the phone. True, but I save on staff salary, and possible lack of staff motivation this way. I roll the money back into the practice. If I am doing office work in another location and it is after hours I am still able to monitor the calls and call them right back. If it is an emergency they can get scheduled very quickly.

The team at 8x8.com can customize your phone needs for any size office. They were able to help me out when I needed a fax machine very quickly lets, say in the next two hours. I still remember that day that I called my sales rep out in the West Coast about 6:30 am and he went far and beyond to help our company set up a broadband fax machine. He grabbed his coffee and within 2 hours my fax machine was up and running. This helped our patient with keeping an appointment that they need to go to and not have to reschedule. The office that sprang the surprise on us was quick to note how fast our team came threw. 8X8.com is part of our team because I feel that we are on the same team.

You will not get a better team working for you when it comes to your phone needs. This team is BAA compliant for medical and dental offices. Also not just medical and dental but for insurance companies, accountants and many other offices that fit into HIPPA compliance. Love working with their technology team when I need to change anything on my phone system. These guys are great to work with and I guess that is why we have been going strong with them now since 2014.

Pros

The 8x8 team is the best. Great technology and great customer support!

Cons

Our office has been with 8x8 from February of 2014 and has had no reason to change to another company.

Advice to Others

This team will save your company time and money. They are well worth having them join your office and working with them continues to be a great joy!

 
 

Daniel from Capitalogix
Specialty: Finance
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

8x8's inability to get our service running

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

When I signed up for 8x8 my company was in the process of moving all of their employees to one centralized office. As soon as we signed our lease I began signing up for services such as 8x8. Initially, I really liked 8x8. Their reviews were solid, my account manager was friendly and I thought I'd made the right choice. Unfortunately, when it came time to set up all of our phones, I felt mislead. I was told it would take approximately 10 minutes to get each phone up and running. It's been about a month now and our phones still cannot receive incoming calls. 8x8 has diagnosed the problem as an systematic malfunction with our (and all) Gateway router. I am dissatisfied because we had subscribed to 8x8 before we chose our router. If I knew this, we might have purchased a different router. I believe we'll be able to solve this issue once we've picked the IT company we'd like to outsource this to but this problem is going to end up costing countless dollars and man-hours. I feel like it was avoidable.

Pros

Price, domestic customer service, features.

Cons

Lack of transparency about their systems limitation.

Advice to Others

Don't chose this service if you have a Gateway router.

 
 

Irving from 1insur
Specialty: Other

September 2016

September 2016

Overall good. Please take into account your old network equipment.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

The ability to answer calls through your deskphone, cellphone, and computer. Also, the free long distance to the UK, Europe and other countries on their list.

Likes Least

Call back with an engineer can take a while (hours, if not a day). The quick service you get during setup is not the same service you will get onces you're done with your setup.

Recommendations

Please be aware that there are VOIP settings that need to be configured on your end in order to make sure that call quality is consistent. Also, dated equipment, such as routers and switches may be an issue with this, but the settings and older equipment (7 to 10 yrs old in my case) may be an issue for any VOIP service that you choose and not limited to 8x8.

 
 

Stacey from Stacey's Virtual Services, LLC
Specialty: Professional Services

September 2016

September 2016

Extremely easy and efficient software to use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Likes Best

8x8 is a very efficient and reasonably priced solution for Call Centers. They have everything you need in one place. 8x8 helps me run my business more smoothly than any other services I have used before. It's very easy to setup and use and help is there when you need it.

Likes Least

I can honestly say that I have nothing that I am unimpressed with with this company. So far they have lived up to their standards.

Recommendations

Use this software to the fullest. Use every aspect of it.

 
 

Martin from Oregon Human Development Corporation
Specialty: Nonprofit

September 2016

September 2016

Great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Easy to use. . Intuitive. Great support when you need it.

Likes Least

Pretty straightforward ..hard to pick an area for improvement.

Recommendations

Making sure your staff get trained on how to use it to take advantage of the efficiencies it offers.

 
 

Maulik from TS Consulting International
Specialty: Professional Services

September 2016

September 2016

Good product, but bad connection quality.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Its a Virtual phone service, that way can accessed from anywhere with a phone app and laptop.

Likes Least

Very bad connectivity. We have a decent internet connection and we still have call drops or loss of connection. if not that call will echo.

Recommendations

Check with the sales rep. About all features and costing as they tend to over sell things and not mention about additional cost.
try to see if you can use it for trial period for a week.

 
 

Jeanette from National Care Home Health
Specialty: Healthcare

August 2016

August 2016

Great phone system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Provides unique features. We really like the consistency of the service and the texting feature is very useful for our business when it works.

Likes Least

We've have had issues with the texting. We rely pretty heavily on that feature and it shut down on us 3 times and we were unable to get it working again. Customer support could not figure out the issues either.

Recommendations

Consistent service with little to no interruption other than the texting.

 
 

John from Think Smarter Inc.
Specialty: Professional Services

June 2016

June 2016

I'm a big fan of Virtual Office and here's why

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Virtual office provides so much value for my company. At first, I thought it may be out of my price range but once I started it up and tried it out, I realized it's a steal for everything they offer.
Not only does the Virtual Contact Center work as a medium between the customer and whoever can get to the phones at that time, it frees up so much of the middle-man work and the cost I would be spending on someone to be a greeter can go to more lucrative programs.
The Contact Center sure is valuable, but the real value comes from the Virtual meetings office software. I say this because my team does a lot of off-site work as well as hiring freelancers for shorter jobs. Being able to meet with a whole room of people in any country and time-zone is so valuable for my business!

Likes Least

Like I described in the top paragraph, I initially had doubts about the cost. These doubts were crushed when I saw all of the value that this product adds, however it could always be cheaper.
The only other qualm I have is that it definitely seems to be more positioned to larger companies. I have a smaller business with fluctuating team sizes so Virtual Office isn't quite as agile as my team.

Recommendations

Virtual office provides a suite of valuable features for just about any business. But they do certain things very well for medium sized businesses. Make sure your business size and vision are aligned with the features that Virtual Office offers; if your are aligned then you'll have a great product, if you're not aligned, you'll still have a great product, but one you'll be paying too much for the features you need.

 
 

Nilda from Texas Brain and Spine Center
Specialty: Healthcare

June 2016

June 2016

8x8 Review

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

This product is user friendly. I was able to start using it successfully with little training.

Likes Least

Sometimes I do not get the info of when the message was left so I'm not sure how old the message is.

Recommendations

make sure it has all the functions necessary like rewind, skip, and pause when listening to messages

 
 

Tammany from Texas Brain and Spine Center
Specialty: Healthcare

June 2016

June 2016

User Friendly

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

What I liked about this product is that I am notified via email about voicemail messages. I often neglect the blinking light on my actual office phone due to not knowing if the voicemail is specifically for me or for another department.

Likes Least

Not quite sure how fast the email notification come in after voicemail has been received.

Recommendations

Definitely will recommend to have email notification on real time when the voice mail messages are left. Pause feature while listening to voice mail message will help as well.

 
 

Bill from Honor's Builders, LLC
Specialty: Professional Services

June 2016

June 2016

Reasonable platform for business phone systems

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

Virtual Office by 8x8 definitely delivers a lot of value in the product as well as resources outside of the the system alone.
This includes an 8x8 academy that teaches basic users all the way to admins how to set up and run the platform so there's never a question. This was a brilliant move on their part as i'm sure it cuts down on all of the smaller businesses like me going to contact their support team for help.

Likes Least

I didn't have this system for long because I felt like I was nickel and dimed the whole way through it. While they have every service I would need in a traditional PBX, and at a much cheaper price than a traditional price, I've found other SaaS offer pretty much the same product at a better value for the small team I have.
I've noticed a couple of other services I've tried are fairly plug-in-play, meaning quick and easy setup with straightforward prompts to get you going in no time. With a service this large and comprehensive, I don't blame them for this, but it wasn't necessarily a fit for my team's needs.

Recommendations

I could see 8x8's product being much more valuable to larger teams who have bigger needs regarding training and the support they have to offer. If you don't require a lot of the background services they have to offer, then you'll be paying a premium for a product you're not using entirely.

 
 

Kristen from Texas Brain and Spine Center, PA
Specialty: Healthcare

June 2016

June 2016

Small Office, Big Image

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The helped with setup with all questions that we had. Ease of use with mobile handsets, real phones, or "phones" using your computer.

Likes Least

Dependent on internet connection. If your internet connection is slow, this may not be the solution/program for you.

Recommendations

If you need HIPAA compliant phone system and voicemail storage, make sure that you ask about HIPAA compliance and what settings you need to use to be complaint.

 
 

Josh from TS2 Recruit
Specialty: Professional Services

March 2016

March 2016

It's an alright softphone

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The customer service is pretty good, at least they are honest. They definitely over-sold us on the functions, which half of what they promised us do not work.

Likes Least

Some of the functions that were promised do not work, and sometimes I get dropped from my call.

Recommendations

Evaluate your needs first and see if they are able to do that immediately. If they can't I would suggest testing other softphones

 
 

Vanessa from TS2 Consulting
Specialty: Other

March 2016

March 2016

An okay phone service

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

I like that 8 by 8 allows you to stay focused on your computer screen while also allowing you to see the in's, outs and missed calls of your days.

Likes Least

This product is pretty good, I would say it needs to be paired with a good headset or it may cause problems with connection and volume.

Recommendations

I would advice for making sure your audio is well connected, sometimes I need to continue checking the audio is on the right setting for me to hear my call.

 
 
 
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Showing 1-20 of 26

Cassandra from Miracle Ear
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Using this product was great. I never had any bad issues with the software.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I benefited by not having to worry about doing my job on a daily basis because the software was so reliable.

Pros

I liked the fact that it was easy to use and did not give me any problems. I would definitely recommend this software to a company that has a high volume of customer service calls.

Source: Capterra
 

Jacob from TimeSaver Home Services
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Our VOIP Provider

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

- Easy to use online interface.
- Can make changes to the phone system via web portal - updates deploy immediately.
- A lot of good features for the price.

Cons

- Terrible customer service; if you have to call, you'll most likely get a support rep from overseas.
- The Android app has major problems, it seems every update gets worse not better and they don't seem to really care that it doesn't work properly.

Source: Capterra
 

Keegan from Generations Home Care
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Good, but cumbersome and under-supported

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

- The ability to fax electronically. Being able to have updates emailed in about received faxes come was helpful for my HR team and having faxes come in as .PDF's made them much more malleable with our paperless systems.

Cons

- I have had numerous people comment on the horrible audio quality while talking over the mobile app (Android).
- The limit of one account in the organization with the ability to fax was highly annoying. It limited the potential for the application in our use (Windows).
- The GUI could have been organized more intuitively. It always seemed more complicated to change Forwarding settings than it needed to be to get the set up I needed (which was complex, but not the reason for the problems I was experiencing). (Windows and Android)

Source: GetApp
 


February 2017

February 2017

Fairly Decent

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Use this every day to make and track my calls made. Currently in a sales role where the number of calls made it tracked and used to measure performance. There have been many times when 8x8 doesn't accurately depict what was actually done. Also, I get their idea to make it sleek and simple, but there isn't enough info on the home page you help you easily navigate.

Pros

Gets the job done I suppose.

Cons

Takes significant time to figure out use, been using it for 6+ months and still trying to figure aspects of it out. Not intuitive.

Advice to Others

When given training, pay EXTRA CLOSE ATTENTION.

Source: GetApp
 

Vince from Hear Here
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Very happy with 8x8

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have been very happy with 8x8. We serve clients that use lots of other VoIP options and we get to see inside when we provide service...and what I see makes me like 8x8 even more. 8x8 has proven to be very reliable. The call quality is great and managing our settings is super simple. I have referred 8x8 to several of our customers that have also grown to love it.

Pros

Great call quality. Easy to use. Overall good value.

Cons

Can't upload your own custom voicemail greeting via the user portal. You have to send it though their customer service department, but it's usually pretty quick.

Source: Capterra
 

Ariel from PartnerHero

January 2017

January 2017

8x8 phone system.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

So far, we've been using 8x8 as our phone system for the past 2 years. What I like about 8x8 is that is easy to adapt to the client's need and is friendly to use. (you don't need to be an expert in communication to make a call). However, a long this time, we've been always struggling with 8x8 in regarding outage or bugs on it. it either takes a time to log in, or it simple crashes. the last update they made only the users that posses logitech headphones are able to listen to their recording. any other brand of headphones are useless.

Source: Capterra
 

Fabiana from PartnerHero

January 2017

January 2017

Ease of use!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

I use 8x8 on a daily basis and at my organization, it's integrated with salesforce and there is no smoother way of tracking calls, offline time and a number of employees on a specific project than 8x8. I love recording the calls and having a specific time set to save them.

Cons

Not easy to use at the very beginning. It's hard to get the hang of it as an admin

Advice to Others

Really helpful for the call center industry

Source: Capterra
 

Nathan from SPS Commerce
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

High End

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Works very well. I use 8x8 on a daily basis for work and it has simplified my job tremendously. The ease of having the app on your phone is fantastic.

Pros

They built a top of the line app to use.

Cons

The missed calls that pop up on the app don't go away.

Advice to Others

Use this, download the app.

Source: GetApp
 


December 2016

December 2016

Daily 8x8 Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I think it is a very intuitive app that allows you to bring your business anywhere. A ton of features differentiate this app from others like it. Definitely something I would recommend to others

Pros

Being able to park your calls on your phone to conference lines, or any other lines was a key feature personally.

Cons

Working better with new IOS updates on the iPhone.

Advice to Others

Would absolutely recommend!

Source: GetApp
 

Danny from CWIE
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2016

December 2016

Cloud based PBX and contact center.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Our company recently moved from an on-prem system to 8x8 as a full cloud based solution for phone services. We were able to move all our services, and port over all our numbers with no impact to our clients.

Pros

Flexibility and mobility of deployment anywhere.
Single dashboard to report on usage per user or per line
Compatible with our existing phones
Mobile App

Cons

The PBX solution is very easy to use and convenient. The contact center while its easy to use it is managed through a web browser. This took a new learning curve for our staff to get used to and be able to properly use the system.

Advice to Others

8x8 fits the bill for a lot of companies that require phones to perform the daily tasks and business. However for some companies it does not make sense to hire dedicated staff to manage and maintain these systems. 8x8 Will take care of that management so you only have to worry about what is important to your organization.

I would recommend to do a full POC on the contact center part of 8x8 to understand the features and benefits. For standard PBX this system has everything that we had before plus more.

Source: GetApp
 

Nathan from SPS Commerce
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

One service instead of many.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Key differentiator for me is that it allows unification of service and abilities. I can be just as productive ( maybe more so ) at home or in the field as I am in the office with the 8x8 app! Also, being able to text from my work number has been a big differentiator and a key capability for some of my customers!

Pros

Allows for easy integration and is device agnostic.

Cons

Sometimes gets confused on phones after software updates.

Advice to Others

Being able to text from my work number has been a big differentiator and a key capability for some of my customers!

Source: GetApp
 

Anthony "Tony"

December 2016

December 2016

Best VoIP

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

We have started a landscape and hardscape business in Houston recently. Just a small family owned organization with big dreams. In researching a phone option, I found 8X8 to be the exact match that we were looking for. The cost was low and keeps us going, but the features are the best. In the world of cellular phones, I have a personalized 8X8 auto-attendant message answering calls, and with a press of one button, customers and vendors get connected to the person or department that they need. No more answering and hanging around the phone at the office. Voice mail messages are emailed to me. I can listen and forward the voice mail to whom I need to handle the situation. They don't have to dial in or anything. The message is an attachment. Also, I get to set business hours, set messages, and control the phone system from an app and the website. The app also allows me to answer the lines and monitor things from anywhere with internet service or cellular internet. A great option and system for my company and I.

Pros

Ease of use, and I can adapt it to my needs whenever I want. The list is long: Record your voice mail message for different situations. Set your auto attendant to direct calls to your employees. Voice mail messages emailed to you. Forward voice mail through email. Make changes through the app or online. Answer your phone thorough the app...You don't have to be in the office to answer the office phone. We have bus, ness cards with one number and let the auto attendant direct the call. Best cost I found for office systems. And you can expand it.

Cons

I have found none. The system works great and gives me access to things like voice mail messages emailed to me. So, I can listen to voice mail right then and there. No need to call in and punch numbers to get a voice mail message.

Advice to Others

Get this system for cost savings, great staff, and ability to use and modify for your needs.

Source: GetApp
 

Alicha from ELEAD
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

A perfect 10

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

I've had the pleasure of interacting more with 8x8 over the last year, after submitting my story for last year's contest. I have to say that I do not have a vendor that accepts and gives as much feedback as this one does. I run a team of account managers who are given company laptops and cell phones to be available after hours. Thanks to the 8x8 software and app, we are able to keep up with all communications, even when we're not in the office. This ability is absolutely invaluable to us. On top of this, as a manager I use the 8x8 reporting tools to show my leadership team how productive my agents are. Being able to show value in my department's work is invaluable to me as a leader. All in all, I am neither highly technical nor IT; but as an end user, I can truthfully say that I truly appreciate this company and its product. I and my team would not be able to do our jobs without it.

Pros

Ease of use; ease of access; remote access

Cons

I have honestly not found anything I dislike about this app

Advice to Others

Never be afraid to reach out - these guys are serious about taking care of their customers

Source: GetApp
 


December 2016

December 2016

Cool Admin Features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

8x8's account manager gives me the ability to easily set-up, change and perform general administrative functions for the phone system. All kinds of cool features - reporting, recording virtual faxing, ring groups etc...

Pros

Ease of changing membership of ring groups
Virtual fax can route to up to 5 emails
ease of conference call set-up

Cons

Skill of customer support reps. varies widely
Pro bundle features cost too much for the value they add
Would like to be able to record conference calls set up through conference bridge

Advice to Others

Encourage your users to install and run the virtual desktop app.

Source: GetApp
 

Henry from Providence Health & Services
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2015

December 2015

Outsource VoIP Trouble

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

8x8 has a combined phone and contact center solution that can do it all: provide inbound and outbound calling, live agent chat, click-to-call, and live routing options. It’s a one-stop shop for all our needs.

Pros

8x8 Virtual Contact Center Helps Software Developer Deliver Support Excellence

Cons

The total united communication integration still got a lot of work to do.

Source: GetApp
 

Trisha from KEMP Technologies
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2015

September 2015

Better than Avaya

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Our company used this for awhile before switching to Avaya. It was easy to use and install. We didn't experience half of the issues we have had with Avaya

Pros

Easy to use and install

Cons

Nothing comes to mind at this time

Source: GetApp
 

Cherri Jenkins, The AHI Group

December 2013

December 2013

It's a win-win

Product Quality

Product Quality
Quality

With 8x8, our employees can use their cell phones to take business calls without giving out their cell phone numbers. The Mobile app makes their Droid or iPhone look like their 8x8 office phone. It's a win-win because it enables us to be more responsive to clients while protecting our employees' privacy.

Source: GetApp
 

Diana Hsien, Yew Chung International School (YCIS)

December 2013

December 2013

Perfect solution

Product Quality

Product Quality
Quality

With 8x8, everything's in the cloud—so all you need is an Internet connection. When we got to the new location, all we had to do was plug in our phones! 8x8 saved us a substantial sum just on the move alone.

Source: GetApp
 

Jason

January 2013

January 2013

By far best VoIP provider

Product Quality

Product Quality
Quality

Most reliable, feature rich and easy to use VoIP solution

Source: GetApp
 

Patrick

January 2013

January 2013

I would recommend them to anyone

Product Quality

Product Quality
Quality

My company handles nearly 3,000 phone calls a day with a staff of only 15 people. 8x8 has created a system for us to handle these calls in a timely and organized manner. I would recommend them to anyone with a business that includes a staff of 1 or 10,000. The phone's are slick, new and never cut out. Since we have started using 8x8 our customers have commented repeatedly about how our calls are being handled in a much more expedited manner

Source: GetApp
 
 
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