I have been using 8×8 for ten years, but my recent experience with technical support was so bad that I am now evaluating other service providers. I am literally astonished with how ignorant and unqualified the technical support representatives were that I recently interacted with…not only incompetent, but demonstrated very little regard for me, the longtime 8×8 customer.
8×8 Inc. Verified Reviews & Ratings
They provide features that others…
They provide features that others charge for or don’t even have available such as the recording of the conversation. The tech support I’ve personally experienced has always been great in providing the right answers. Installation I usually forget a step but they are very cordial in working with us. There only two things our folks would like. One is a faster way to change the message like when going on vacation. And the second would be an HTTP PUT to initiate a call that could be put into our software.
My only complaint is that the features…
My only complaint is that the features are not the same as when we first joined. When we first joined you could set business hours to stop call calls from coming in after a certain hour. This feature stopped working and I had to call to find out why, but support did not give me a clear answer as to why this was no longer available.
I switched my professional office phone…
I switched my professional office phone service to 8×8 over 10 years ago from Verizon Business land lines, and have saved a significant amount of money in that time.
Is it perfect? No, but for the cost, it’s “perfect enough.” There are improvements that could be made, but those aren’t major enough to get me to drop the service.
It’s a great system. As a first-time…
It’s a great system. As a first-time VoIP user, I like the capabilities – relatively easy changes, mobility, etc. I just don’t know whether I’m taking full advantage of the system. And I haven’t figured out the best way to use system support. Whenever I do connect to someone and ask questions, that’s been great. Maybe I need a consultant to review what I do and make recommendations.
After being with 8×8 for 5+ years…
After being with 8×8 for 5+ years, I needed a new phone number add to my system with a 602 area code (Phoenix, AZ). 8×8 responded with sorry, we can not give you a local area code the best we can do is give you a Tucson, AZ area code. Their reasoning was because there are no more local Phoenix area code numbers available to anyone through any company. This statement was untrue. I did some homework and I found a lot of different VoIP phone systems that had additional 602 area code numbers. When I alerted 8×8 they said they can not provide those numbers. I told them that was unfortunate and I would need to move to a different company that could meet my needs. After I cancelled, they informed I would have a $619.56 early termination fee for cancelling my account. I tried to explain to them that I had been a customer for 5 years and it did nothing but fall on deaf ears.
The only attempt to resolve this matter was to offer a discount on bogus charges. 8×8 couldn’t even offer an apology.
Unfortunately, they left me with my last option of pursuing them through the courts which is a time waster for myself, 8×8 and the local court system.
Before signing on with 8×8, keep in mind that you will have a large cancellation bill regardless of how long you have been with their company.
Easy to use. Very Reliable. Support is…
Easy to use. Very Reliable. Support is very friendly and helpful. Only con is some features that used to be available seemed to have gone away after purchasing. For example, I was able to set limits on office hours so the phones would stop ringing after 5pm, his stopped working and when I called support they said this was not an feature.
I have used 8×8 for over 10 years…
I have used 8×8 for over 10 years. The quality of the service is great. Support is always pleasant and they take time to explain the updates and new features. We currently use 4 extensions on Cisco phones. These connect easily to the internet when traveling. I highly recommend there service and products.
We have been very happy with 8×8…
We have been very happy with 8×8 overall. The ability to have a professional phone number that integrates with existing mobile device is great. The setup and online instructions are very confusing. I think that should be simplified and outdated instructions removed. However, your support is excellent and helpful to guide you through setup and troubleshooting.
My office calls follow me everywhere so…
My office calls follow me everywhere so it appears that I’m calling from and in the office. Cell phone signals or bandwidth sometimes don’t work in your favor. When I’ve tried making changes in the past, I can never find the documents online with instructions so I have to call in every time which takes time away from making sales. Telephone customer service has been good so I would recommend them for a startup company. I just wish that for the price I pay every year that I would have a custom booklet just for my phone type telling me how to forward calls, change groups or rings or voicemail and such.
Basic service is great most of the…
Basic service is great most of the time. Long calls sometimes drop while still connected. Mobile and Desktop apps much improved. Fax usually works on app. Knowledge base not inclusive enough for feature set-up. Most tech support people are knowledgable.
One dislike is the email support request. Sometimes they ans and make sense and sometimes they don’t ans or didn’t understand the issue.
From the point of sale through…
From the point of sale through implementation 8 X 8 is fantastic. The support staff is patient, knowledgable, and very helpful.
I’ve had very little need for them, because the dashboard is easy to navigate, but the training tutorials help a lot when you’re stuck.
We are a small office with 6 lines, but the functionality we receive on our Polycom phones compare with any large company I’ve been affiliated with.
The support staff is amazing! They help…
The support staff is amazing! They help me navigate through any issues I may have! The virtual office app gives us the opportunity to communicate with our customers through text and never have to use our personal cell phones which is so very nice! I don’t want my personal phone number out there and the app allows me to remain private!
My company has been an 8×8 partner for…
My company has been an 8×8 partner for the last three years and we’ve used 8×8’s system ourselves internally for longer (if we sell it, we use it internally so that fully understand how to sort issues).
It is true that the service from the 8×8 service desk can be frustrating, so, if you are looking at 8×8, please go through an 8×8 Partner as they can shield you from the majority of the issues you’d face from dealing directly.
If you’ve already got 8×8 and you’re having issues, it’s unlikely to be much that a review of your firewall config or a bit of back-end work that Partners can do that you can’t directly. Silence at the beginning of a call was a major bug-bear but it’s a simple fix when you’ve been installing these systems across a variety of sites / Internet connections and firewalls for a while.
Also, we’ve configured our system to automatically redirect calls to any number we specify (such as the MD’s mobile) in the vent that our Internet connection goes down. Same can be done for any individual extension.
Polycom phone integration isn’t great but there are ways around.
Overall, a really good system that needs the support of Partner to leverage the full power of the system.
Neil Pittaway. Stonemere IT Limited
If you sign up with this company it…
If you sign up with this company it will be a nightmare to cancel your account. All they want to do is attempt to charge you outrageous fees even if you have given them their required cancellation notice. Keep everything in writing as you will need it. Once they have you they will do whatever they can to keep. Even telling you your account is cancelled when it fact it is not and they continue to keep billing you. Customer service/support is a joke and account managers are snakes. Buyer beware.
8×8, Inc. offers highly affordable voice, video, mobile and unified communications solutions for small to medium businesses, as well as largely distributed enterprises. Featured is their 8×8 Virtual Office phone solution, broken down into multiple Editions best suited for different business needs. Business services of 8×8 integrate advanced phone services, web conferencing, powerful online productivity tools, flexible service plans, and easy setup and use. All their technology is homegrown, cutting costs and improving overall services.
8×8, Inc. backs their products through a live technical support system, onsite assistance, and over 25 years in the industry. In 2010, Deloitte’s Technology Fast 500 ranked them as one of the fastest growing companies in North America. Infonetics Research has also named them one of the top five hosted VoIP providers for the fourth consecutive year.
8×8 Pricing and Services
Virtual Office X2 Edition – $25 per user, per month
- Phone Number and Virtual Extensions
- Unlimited Calling to 14 Countries
- Unlimited Internet Fax
- 1GB Media Store
- Mobile and Desktop Apps
- Virtual Office Analytics Essentials
- Business SMS
- Instant Messaging and Presence
- Auto Attendant
- Call Queuing
- HD Voice
- Secure Voice
- Single Sign On
- Audio and Video Conferencing With Meetings for 5 participants
- Salesforce, Zendesk & Netsuite CRM Integration
Virtual Office X5 Edition – $35 per user, per month
- All Virtual Office X2 features, plus
- Unlimited Calling to 32 Countries
- 5GB Media Storage
- Audio & Video Conferencing with Meetings for 25 participants
- Call Recording
- Operator Switchboard
Virtual Office x8 Edition – $55 per user, per month
- All Virtual Office X5 features, plus
- Unlimited Calling to 47 Countries
- 10GB Media Storage
- Audi & Video Conferencing with Meeting with 50 Participants
- Salesforce Analytics
- Virtual Office Call Quality Reporting & Analytics
- Virtual Office Analytics Supervisor
- Inbound Contact Center
- Outbound Contact Center
- 2000 Contact Center Minutes
- Contact Center Call Recording Storage for 3 months
- Contact Center Visual IVR
- Contact Center Reporting & Analytics
Unlimited Calling Zone Countries
X2 Edition – 14 Countries
Australia*, Canada, France*, Germany*, Italy*, Ireland*, Netherlands*, New Zealand*, Puerto Rico, Spain*, Sweden*, Switzerland*, United Kingdom, United States
X5 Edition – 32 Countries
Includes the 14 countries from X2 plus – Belgium, Brazil*, China, Denmark, Guam, Hong Kong, Hungary, Israel, Luxembourg*, Malta, Mexico, Norway, Poland*, Portugal*, Romania, Slovakia, South Korea, Taiwan*
X8 Edition – 47 Countries
Includes the 32 countries from X5 plus – Argentina*, Chile, Cyprus*, Dominican Rep, Finland, Greece, India, Indonesia, Japan*, Malaysia, Peru, Singapore, South Africa, Thailand, Turkey*
*Excludes Mobile, Special and Premium Numbers
Editor’s Bottom Line of 8×8
Consistently ranked as a Leader on Gartner’s UCaaS Magic Quadrant, 8×8 compelling platform has been recognized has one of the strongest industry options. 8×8 has expanded their market coverage beyond North America into global markets, including Asia and Pacific coverage. Despite a traditional focus on SMB organizations, the vendor has since grown their footprint to offer Enterprise grade solutions, including a complete Inbound and Outbound Contact Center platform. In fact, a major selling point is how 8×8 includes their complete Contact Center solution with their top tier Virtual Office X8 Edition plan.
If your team is simply looking for a complete Business VoIP platform, then even 8×8’s entry level Virtual Office X2 Edition includes all the necessary features, plus some extra bells and whistles. In fact, 8×8’s unlimited calling to multiple countries is a strong selling point — even the X2 Edition plan can place calls to 14 different countries, including European countries, along with Australia and Canada. Both unlimited phone numbers and extensions are also a great addition, as 8×8 does not limit the extensions a plan can have, or charge for the adopting extra phone numbers. And of course, looking beyond VoIP and calling functionality, all of 8×8’s Virtual Office plans include both audio and video meeting functionality, with even 5 participants for the X2 Edition plan.
Overall, 8×8 offers a total and complete Unified Communications solution that not only outfits your organization with a competitive and compelling Business VoIP solution, but advanced meeting and collaboration functionality as well like Business SMS, Instant Messaging and even Presence Indicators. 8×8 also ensures their solutions meet the heavy security requirements of most Enterprise organization, with features like Single Sign On and Secure Voice. The entire platform is mobile friendly as well, of course, with an intuitive and well designed mobile app enabling teams to stay connected even when they’re on the go.
When searching for a complete platform, 8×8 is a very strong option. Not only does your team gain access to a fully functional and comprehensive Business VoIP solution, but additional features as well like team collaboration and even a complete Contact Center platform.