Virtual Contact Center by 8x8 Software

Pros

The online app is so easy to use, everything that is needed is in one place, fax and call quality are unmatched for the price

Cons

Sometimes the call centers has issues and don't know how to solve problems that arise, some call center employees don't know how to fix all problems

Pros

Sound quality is excellent
Voice message is pretty easy to use and can do auto messages
Creating conferences is an excellent feature
recorder

Cons

The UX part of the software is not that eye catching, Need more enhancements
Addons- Need more addons to support various platforms

Pros

It is also affordable and flexible in terms of pricing. 8x8 is easy to operate and is very scalable. It integrates with a variety of office tools.

Cons

There is no 24/7 support and limited phone selection. The queing option is also limited. Other additional features can cost.

Pros

Used this product for a while and overall it worked well but wasnt as fully featured as some products

Cons

Other competitors products have more features and function better when combined with other softwares.

Customer service is off-shore and usually takes a day or two to solve the issue. However, they have been able to to correct every weird mishap, every time.

Pros

Our monthly costs have dropped dramatically with VoIP service through 8x8. The sound quality blows analog lines out of the water as well. They run promotions from time to time that give you an easy way to get brand new Polycom Phones at low or no cost.

Cons

They have transitioned to a new web platform with the X2/X5/X7 plans which gets you a different management portal than Virtual Office Classic. It is still rather buggy which is not something you want in a phone system. Weird error messages will appear, sometimes it takes several times for a feature change to implement. If they are able to improve it, I can see it being an excellent product.

Pros

The ease of using the virtual desktop app without the hassel that other phone systems have. Users are able to set their own caller id which is a huge help when needing to change numbers

Cons

The biggest con of all, is the difficulty to add or change virtual numbers. In a call center that has to change numbers often, it is a huge hassle to have to go through the sales rep every time there is a need to make a change.

Pros

The concept is great. The main thing I like is the ability to take calls from my laptop while I'm out.

Cons

I just didn't get it at first, and then I went a while without logging in, and now I can't login, and I have no idea how to get help.

Pros

Very easy to keep track of calls and viewing caller ID; also good for inter office message communications

Cons

It is runs on the internet so if the internet is out, then our phone system does not work. Also there will be some settings glitches sometimes.

Pros

Full featured. Great sound quality on laptop mic and speakers. Appears to inbound and outbound parties that you are at your desk. Same phone number with an internet connection.

Cons

A little on the finicky side. Little things like password/username requirements, and occasionally challenging configuration.

Pros

8x8 is easy to operate. Plug and play . It is also affordable and flexible in terms of pricing. It also work with other tools such as outlook and Netsuite.

Cons

There is no heads up display messaging option unlike what Fonality has. There is no 24/7 support and limited phone selection.

Pros

The app on the computer is great. Shows me calls coming in to different extensions. I am able to fax right from my computer with is amazing!!

Cons

The only con is not with the software itself. Customer support is can be a little difficult. Some of them understand others do not.

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.

Pros

easy to use as plug and play. can easily set up voicemails. can log in remotely even if outside the network

Cons

very limited features compared to Fonality. Does not have hud software where you can easily chat with other colleagues.

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.

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.

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.

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!

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.

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!

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.