I started a recruitment company in February 2016 and unfortunately when setting up I signed up to 8×8’s services. In the 3 years of owning my own business, I have been fortunate enough to grow it to 12 members of staff – all of which have use of a VOIP Polycom handset. I can honestly say that everyone you speak to at 8×8 in the customer services team is completely unqualified to be giving technical advice. What’s worse is, that in the small print everytime you order a new phone for a new member of staff you are tied into another 2-year contract. Joining 8×8 has been the most frustrating decision we have made so far. I have no issues with any other service provider that we use for a variety of things. Every time a phone or the service goes down we are left to the devices of their awful customer services who quite honestly do not have a clue and cannot solve the smallest of problems. I have tried to cancel our contract several times through pure frustration and they want to charge me £4K. When you try to escalate what seems an unfixable situation they are never able to put you through to a manager. This is a truthful review and the only reason I write this is to warn you before joining them IT WILL BE A BIG MISTAKE!
8×8 Inc. Verified Reviews & Ratings
I would not recommend 8×8 VOiP service…
I would not recommend 8×8 VOiP service to even my worst enemy. Reliability is the most important feature of a phone system, and that is one area this service suffers, and often. We constantly have issues with delay during phone calls and accidentally talking over people in a call (this is bad business and extremely frustrating). We have done extensive analysis on our network to create a perfect and clean environment for these phones to operate (set up QoS, 8×8 support has remoted in to our computers and tried countless settings in our router, upgraded our internet package to the highest speed possible, etc) and we are unable to escape these call quality issues. They come and go, usually when you’d expect “peak” load on 8×8’s servers.
Not only is their phone system junk in terms of reliability, but their software itself is also unreliable. Sometimes the admin section of their site (where you would go to configure the architecture of the phone system and all of its features) very often gives server errors, meaning for a fraction of the week, we can’t even change our phone system’s settings. The structure of the software is also very clumsy, this system would not be ideal for a good chunk of businesses out there due to the way it routes calls and such.
The hardware is another frustrating subject. I have two cordless DECT phones that have to be TOTALLY UNPAIRED FROM THE BASE STATION in order to change settings like the ringer volume. You are stuck on full volume, or whatever the last setting was, until you get into the settings of the cordless phone and make the phone forget the base station, lower or raise the volume per your wishes, then you have to train the phone back to the base again. When the phone is live again, you CANNOT adjust ringer volume due to a “software bug that they are aware of and currently working on”. Been this way for almost a year with no fix.
There are countless other extremely annoying little holes in their software related to general usability that makes this system less capable than an old fashioned PBX system. For exmaple, the home screen of the desk phones do show all other lines in the office with status indicators, but when a call rolls in, a popup showing the incoming caller’s caller ID info blocks your view of the status indicator for all the other lines, so there is NO WAY TO SEE WHO IS CURRENTLY USING THE PHONE and who is free as a call is rolling in. My boss likes to pick up the phone when he sees that I am on a call and knows I won’t be picking up the new call rolling in, but with these phones he has no way of knowing.
The customer service this company offers is a total slap in the face. Of course you can expect outsourced call center grade support with almost anyone, but every issue you throw at these people turn into a ticket and a phone call back (never) until you forget about the issue and it disappears into the ether. Not only that, they employ a community of other 8×8 end users to provide you support, and the quality of their suggestions are usually very low and most of the time not even relevant to your issue.
I would love nothing more than to bail on this company and go with a competitor, but the early termination fee is basically just paying out the entire rest of your contract’s service fees (over $1400 for us, 7 months remaining times $200), so we are prisoners to this garbage system for the long haul. I could really go on for days about how frustrated I am with this company. Make sure you see the features a company advertises WORKING in your demo before signing a contract, and use the tar out of your phone system while you are still able to cancel your contract in the first month.
I submitted a request for a quote on…
I submitted a request for a quote on their website twice and received no reply. I emailed a complaint and was assigned a rep a week later. He made an appointment to demo the software and didn’t show up. I said, fine, just send a quote. It took a month for him to send me the quote and it was for the wrong plan and had exorbitant setup fees. I asked for a corrected quote… three weeks ago. He has yet to respond. I emailed his manager.. no response. I contacted their Facebook and requested a new rep.. no new rep. Basically I’ve been sitting in my hand with my credit card waiting to give them money for 3 months. We’re only going to buy like 10 licenses but come on.. if you don’t want our business, say so, don’t just blow us off.
As my firm’s account manager…
As my firm’s account manager I don’t need technical help often but when I do I almost enjoy calling in. 8×8 has the most available, attentive and effective technical service I have encountered in 35 years of management. In a world where you often struggle to simply understand a service provider, 8×8 maintains a staff that grasps problems quickly, actually suggests preventative management tips, and never talks in unexplained company jargon. An illustration: One night I asked a question that stumped the techie, was asked to hold, and then heard in the background what must have been her colleagues filling her in. The urgency of those muffled voices and the eagerness with which the techie delivered the answer… It made me very happy to have selected 8×8.
When we started out a year ago…
When we started out a year ago, things seems decent. Getting in touch with implementation team seemed easy and responsive. Fast forward a year later when we need help with basic setup and integration with salesforce. It is nearly impossible to get ahold of anyone not in sales. My “rep” who is the point person I’m supposed to work through ignores my calls and emails now. He cannot give me the contact info of any of the “managers” he has to talk with to get things resolved.
Tried getting help one weekends and after hours and all I get is a call center overseas that then has to call someone who actually knows the system. Those folks only work weekdays during business hours and you’re lucky to get a call back in three days.
This company really went downhill.
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.