Virtual Contact Center by 8x8 Software

Pros

Very versatile platform and features that are just perfect for a start-up or existing business. I've used the mobile app overseas without any issues and I'd highly recommend them.

Cons

sometimes (and it did happen) the phones that we've ordered failed within several months but they were replaced promptly. It's worth to invest in a better phone.

Pros

While I can’t say there is anything standout about this software, it works well for its purpose and always delivers the expected results.

Cons

My team has consistently reported non-responses or incredibly slow or unhelpful responses from the customer support team which seems to be disconnected completely from the tech and IT team.

It's pretty sad when the call center you contact for service can't get in touch with your account rep or his supervisor for over a week.

Pros

Decent service for internet calling. Web application is fairly easy to navigate unless you're looking for customer service or tech support.

Cons

Customer service/tech support department don't communicate with each other and so one doesn't know what the other is doing or has done. Sales Rep/Account Manager is very, very hard to get in touch with but that is who I am always directed to call...

Pros

Virtual Office by 8x8 allows the user to place and receive calls without requiring an actual telephone set. With VoIP, connecting employees that are mobile becomes that much easier.

Cons

As long as a user has Internet connection, they can get or receive calls from anywhere otherwise, you will be unable to use it.

Pros

Easy to set up and Manage. accessible on desktop and mobile devices. I can work remote and answer calls like I'm in the office without using my cell callerID

Cons

can only be logged in to one mobile device at a time. Can't easily switch from cell to tablet without logging in again.

Good idea but in all honesty I think it would have done a lot better probably a decade ago. I just don't see a reason to have this anymore in the face of global technology as it stands

Pros

The price is reasonable and the concept makes sense. It is a powerful communication tool if you lack access to other software. It's actually pretty easy to use when you get the hang of it

Cons

I have staff who is just as efficient without this by using desktop versions of WhatsApp and other types of messages. For voice calls conference calls we use Skype for business and it works just fine and now even FaceTime has multiple callers so I don't really see a need when most things are going mobile to have this type of app tied down to a PC or a Mac

small UI mistakes make it look bad, But overall a good product.

Pros

Best softphone services with multiple changeable numbers, Its the best virtual office with multiple features when compared to its competitors. It also provides visual voicemails, phone directory, corporate directory, instant messaging, presence, video calling, fax, call recording, web conferencing and many more.

Cons

There aren't many cons I faced. The con that I feel is with instant messaging.
When you and your colleague are using virtual office and there is a new update and if your colleague updates the software and if you didn't then neither of your would be able to communicate, until you both are on the same version of the software.
When you add a new unknown number to chat and didn't send any kind of text to that number and you suddenly switched to another chat, BOOM then you won't be able to find that number, you need to add that number again. (Only in New updated UI version)

These are some of the minor Cons I faced in my everyday usage

I work with a lot of different companies and help them choose a variety of software and technology vendors. Normally when we are replacing phone systems I look at 8x8 as one of my top three choices for each client. So far we have only had one client where it wasn't a fit due to the large number of lines they needed 8x8 to manage and the cost associated with that. Overall every client I have connected with 8x8 has ended up loving them. The service is excellent as long as you have stable Internet and their customer service is outstanding.

Pros

- Feature rich VoIP system for low monthly cost per line
- Get discounts the more lines you add
- Offers virtual soft phones for no additional cost
- Solid variety of physical office phones to choose from; phones come pre-programmed just plug them in and they work
- Call management and users can be edited from the portal easily
- Very reliable servers and service
- Offers free testing tool to see how well your Internet and network would handle their service
- Port your existing numbers and add new ones

Cons

- Completely dependent on your Internet connection; if you have bad or spotty Internet your phone call quality will be poor
- If you have a lot of numbers to port over (more than 100 or 1000 for a call center) their per number port fees are higher than other providers even at the discounts

Pros

We were able to all work remotely on some days and 8x8 allowed us to do that. We had ease of access to everyone.

Cons

We would have a lot of voicemail issues.
It was very hard for our office to access individual extensions.
It was a very long learning curve with this product.

Love the product!

Pros

The phone system is easy to use and has great support. We used this system in multiple locations and it worked well for us.

Cons

The only pitfall we found was the occasional internet outage. Generally we were not without phones for long, but it is still an inconvenience.

Pros

This product has made it easy to go in and run reports on days and time periods to determine when phone calls were made and the duration.

Cons

The layout of the website is not very user-friendly. Navigating the website takes some practice but once you have the hang of it and are familiar with it, it becomes easier.

We have used this service for over a year with over 150 users accounts. It has been terrible and unreliable, leadership has been unresponsive to requests to removes our many documented issues.

Pros

Seemless service, and that is it, but that is only when it works, which is 1 out of 10 times. very buggy.

Cons

It never works, and I mean never...app's are buggy, clients and customers do not care for s/w download to join a conference, its a large and clunky file.

Pros

Helps receive and monitor calls on mobile even after hours. This way you can do call backs to keep clients happy. Very good for small business with a lot of time on mobile, busy office or fieldwork.

Cons

Lag in call re-direct to mobile which may be frustrating to clients calling in as well as poor call quality.

Pros

Using the 8x8 desktop and Android application makes connecting with clients much easier, especially on the go.

Cons

The 8x8 desktop application freezes frequently, making it difficult to successfully complete an outgoing call.

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.