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8x8 Inc.

8x8 is a leading Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) provider. Combining...
4.3
San Jose, CA
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This is the first time I've used this software and it's amazing. Knowing how much I am needed in the front office not just to greet customers and guest but to get these calls coming in. It really helps that I can muliti-task and still be able to get these in-coming calls. Having meetings through video is also a neat tool.

I don't do the purchasing so, I'm assuming the price is good, being that we purchased this software.

Pros: So many features you can use. Love that you can travel away from your desk and get the call from your cell phone.
Cons: There are multiple drop calls. That would be the only done fall so far.
Would Recommend: Yes
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Look, I've been through all the options. 8x8 is the leader in the global industry for a reason.
Some of the reporting options PAY for the entire system for years when used in reengagement say on the abandoned call - CALLBACK!

The softphone is ridiculously EASY to use, yet VERY robust for anyone seeking more.

8x8 is simply, the best.

Pros: Too many to mention - feature set is unmatched.
Cons: needs to be more connective with other CRMS's.
Would Recommend: Yes
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Our company uses their services. I had a couple questions about making changes to the phone system such as greetings, forwarding calls, ring group and other. The two techs support I spoke to were awesome to work with. They were patient, answered all my questions and resolve all changes. It was a great customer service experience!

Would Recommend: Yes
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8x8 has great support for when I need some help, or if something goes wrong because things happen, but with a quick call to their support team, the issue is always quickly resolved. This service has been extremely reliable, and I definitely recommend it for anybody who needs a business phone number line.

Would Recommend: Yes
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T C.'s review for 8x8 Inc.

We have been using 8x8 for the last 9 years and they have continued to update thier platforms to stay current with supply and demand in this day and age ! we are a construction company and calling is not always great but with 8x8 we can get calls texts virtual email and so many items to help us with clients and vendors they have been a great help to us all this time.

Pros: Great clear phone calls.
Cons: None.
Would Recommend: Yes
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The phone service pricing is similar to their competitors… But if you factor in the faxing service and SMS service along with the ability to integrate with multiple CRMs… no competitor comes close
I have employees in multiple countries and do not have any type of technology issues. The service has been seamless.

Pros: Exceptional Services and value.
Cons: None.
Would Recommend: Yes
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Daniela G.'s review for 8x8 Inc.

It's a great platform overall, easy and quick to work with. You can access everything you need for your reports in a click. I'm a Data Analyst and I find 8x8 the most useful platform I've used so far as a DA and would have loved using it as an agent. It has made my journey as a DA and by making new reports for this new campaign so much easy.

Pros: Easy to access the information required, multiple ways to obtain the info, fast.
Cons: Exports do not include the exact hour interactions happened.
Would Recommend: Yes
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I must say, the call quality and support are absolutely top-notch. I particularly like utilizing the IOS app, which has proven to be very convenient. Additionally, using carrier minutes when the internet connection is down is a great feature that has come in handy more than once. Overall, my experience has been smooth and hassle-free.

Would Recommend: Yes
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As a PBX vendor I deal with a lot of different hosted companies. 8x8 has an excellent team behind them, providing prompt and meaningful support. I rarely see outages and the platform is feature rich. And this is coming from someone who works on multiple different platforms. Their portal is one of the easier to navigate. We continue to sell 8x8 to our high end customers.

Pros: Quick and easy support, intuitive self-service portal.
Cons: Haven't found any Cons yet.
Would Recommend: Yes
Visit Provider

In my opinion, the product is great, with few hiccups but overall user user-friendly and very reliable. The best part of the product is that the user has access to voicemail anywhere just from the app on the phone which many of our customers love. the only downside is if you do not have internet access you will not be able to use the application.

Pros: Access from anywhere with app.
Cons: Loss of internet = Loss of Phone.
Would Recommend: Yes
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Provider Overview

8x8 is a leading Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) provider. Combining these two business communication services into one, 8x8 recently announced its new deployment model, “XCaaS” (Experience Communications as a Service).

8x8’s XCaaS platform includes cloud-based contact center functionality, VoIP calling, SMS chat, team collaboration, and web conferencing.

The XCaaS platform is available at 6 pricing tiers. While only the top three tiers contain 8x8’s powerful CER (Chrome Enterprise Recommended) contact center solution, all plans include some level of contact center functionality.

A multi-level call attendant feature and call queues are available in all business phone system plans, except for 8x8 Express. Additionally, all 8x8 customers benefit from 8x8’s advanced, secure video conferencing and team messaging platforms.

Find out more about the key features of 8x8’s XCaaS platform, along with pricing, plans, customer service, and pros and cons below.

 

Jump to ↓

 

8x8 Key Features

Some of 8x8’s key features are listed below.

 

Video Meetings

All 8x8 XCaaS customers have full access to 8x8 Meet, 8x8’s feature-rich HD video conferencing platform. Users can host as many meetings as they’d like to per month, and all meetings can last for an unlimited length of time.

The Express Plan allows up to 100 participants while all other plans allow up to 500. For larger events, 8x8 meetings can be live streamed on YouTube.

Participants can join an 8x8 meeting using a desktop browser, iOS or Android mobile app, or through the 8x8 platform. There is also an option to dial in from over 50 countries. 8x8 plans include up to 11 toll-free numbers that can be sent to participants for dial-in purposes.

8x8 video

 

8x8 video conferencing has all of the essential features needed for effective business meetings, including:

  • Screen sharing
  • Virtual backgrounds
  • Foreign language support
  • Dedicated meeting link
  • Calendar integrations
  • Video/audio/desktop recording
  • Branding

8x8 also includes some unique features like advanced content sharing capabilities, which allow users to share videos on Youtube and audio clips directly to avoid any lag. 8x8 Meeting analytics offer insight into connection issues, participant information, and engagement levels.

8x8’s video conferencing really shines when it comes to security.

8x8 offers a number of advanced security features such as moderation controls, meeting lock, participant lobby, and participant permissions. Moreover, optional end-to-end encryption is available for any meeting. If end-to-end encryption is turned on, only participants with a shared key will be able to join the meeting.

 

Team Chat

8x8’s native team chat platform is included in all plans and connects employees across your organization with an intuitive, robust collaboration space. Employees in the company directory are automatically added to the Team Chat, and those outside the organization can join in the conversation too via third-party integrations with other chat platforms, like Slack.

8x8 team messaging

 

Other 8x8 Team Chat features include:

  • One-click video and audio calls
  • 1:1 direct instant messaging
  • Private and public channels
  • File sharing of both documents and images
  • Chat history search function
  • @mention colleagues
  • Customized notification settings

in line replies

 

One unique time-saving feature of 8x8’s Team Chat is in-line replies. This feature allows team members to respond directly to a notification without having to open the app. Team members will receive a notification when they are tagged by a colleague using the @mention feature.

 

8x8 Omnichannel Routing

8x8’s Omnichannel Routing is a contact center feature that automatically routes customers to the agent best equipped to help them, no matter what communication method the customer uses.

With 8x8’s omnichannel communications solution, you can add all of your customer’s favorite communication channels such as WhatsApp, Facebook Messenger and SMS into a unified interface. Agents can toggle back and forth between these digital channels in order to reach a fast resolution with customers.

8x8 omnichannel routing

Agents also have the ability to add call notes and other customer information directly into the business VoIP phone service interface. This way, when a customer has to move to a different agent or even a different department, they don’t have to repeat their history or issue.

8x8’s Omnichannel Routing system also allows for long-term custom care. Designed to capture as much data as possible on each of your customers, organizations using 8x8’s virtual office solution are empowered to provide their customers with customized follow-ups and relevant offers.

 

8x8 Quality Management and Speech Analytics 

8x8’s Quality Management and Speech Analytics system (QM/SA) allows organizations to implement relevant and tailored coaching for agents in a hybrid or fully remote environment.

This system, also known as “Conversation IQ”, uses Artificial Intelligence to analyze 100% of contact center conversations across channels, evaluating for compliance, proficiency, and customer sentiment in real-time.

Call center supervisors use an intuitive dashboard to search conversations, @mention employees to provide coaching, create automated workflows for themselves or their employees, perform post-call survey classification, and create a library of best practice phone calls and snippets that are available to all agents on-demand. 8x8’s AI is advanced and has the ability to distinguish between speakers in recordings, filter for hot topics, and detect sentiment.

8x8 WEM

 

In addition to the aforementioned features, with Conversation IQ, supervisors have the ability to set multiple consistency goal thresholds for agents.

Support call quality is measured by adding up the number of times an agent met their goal and then dividing that by the total number of evaluations they have received, expressed as a percentage. For example, if an agent passes 5 out of their 10 evaluations, their consistency would be 50%. Setting multiple consistency goal thresholds allows supervisors to track how their agents are doing over long periods of time. They can set one threshold to see which agents hit their goal, another threshold to see which agents were close to hitting their goal, and a third threshold to see which agents had average or poor performances.

Finally, with QM/SA, managers can delegate tasks to other team members by assigning role-based permissions in the softphone app.

8x8’s QM/SA platform is a robust and powerful tool that is constantly being updated and improved. Although it’s only included with the highest-priced plan (X8), it can be purchased as an add-on for every plan except Express.

 

Intelligent IVR

8x8 Intelligent IVR (IIVR) uses the latest conversational AI technology to enable customer self-service, capture and report on analytics, and route callers to the most suitable agent quickly without forcing them to hang up and dial another phone number.

IIVR must be purchased as an add-on feature, and it’s not available at all for Express, X2, or X4 users. However, for a contact center with heavy call volume, it could be a game changer.

8x8 IVR new

 

Standard IVR, which is included in the X6, X7, and X8 plans, let admins set up basic call flows using a drag-and-drop editor (for example, “press 2 for sales”) and gain insight with advanced reporting and customer experience analytics.

Intelligent IVR goes even further, allowing businesses to create more complex, nuanced, and “human” speech-enabled call flows using Conversational AI. These call flows can be set up and modified via a graphic drag-and-drop interface.

8x8’s IIVR allows for the creation of robust self-service options. Using CRM integrations, data dips, speech recognition, and Natural Language Processing, IIVR can quickly identify issues that are best handled via self-service and direct customers accordingly. Common inquiries can be completely automated, saving customers time and reserving live agents for only the most complex issues. When an agent is needed, IIVR correlates subject matter, agent proficiency, and availability to find the best fit.

Using Automatic Speech Recognition (ASR) and Natural Language Processing (NLP), IIVR captures detailed data from customers and provides rich analytics that can be used to identify where adjustments need to be made in the customer journey.

 

8x8 Plans and Pricing

 

8x8 pricing

 

8x8’s XCaaS suite (the X series) is available at 6 different pricing levels: Express, X2, X4, X6, X7 and X8. The first three levels (Express, X2 and X4) include essential voice, chat, video and collaboration functionality while the X6, X7 and X8 plans add in advanced contact center functionality and analytics. See the chart below for a full breakdown of pricing and features.

8x8 Express X2 X4 X6 X7 X8
Annual price $15 per mo./user $24 per mo./user $44 per mo./user $85 per mo./user $110 per mo./user $140 per mo./user
Month-to-month price $15 per mo./user $32 per mo./user $57 per mo./user X X X
Unlimited domestic dialing, video conferencing, and chat
On-Hold Music
99.999% uptime SLA across UCaaS and CCaaS X
Number of Countries in Unlimited Telephony Calling Zone U.S./Canada only 14 48 48 48 48
Visual Voicemail
Advanced Call Management with call routing, business hours, etc.
Number Porting (self-service or managed)
Auto Attendant (Basic)
Auto Attendant (Multi-Level) X
Call Handling (Caller ID, Call Forwarding, Transfer, Park, Hunt Groups, Ring Groups, 3-way calling)
Call Queues X
Barge, Monitor and Whisper X X
HD secure Voice, Hot Desking X
Mobile and Desktop app or Browser-based Access
Presence Detection
Voicemail with Transcription
Web-Browser Click-to-Call X
Cross Platform Team Messaging with File Sharing
HD Video Conferencing with screen sharing, recording and transcription Up to 100 Active Participants Up to 500 Active Participants Up to 500 Active Participants Up to 500 Active Participants Up to 500 Active Participants Up to 500 Active Participants
Branded Video Conferencing with customized background, logo and vanity URL
Advanced Moderator Controls of Audio and Video Meetings X
Out of the Box Integrations X
8x8 Voice for Microsoft Teams Add on included
UC Media Storage (unlimited capacity) for meetings and UC Call Recording X 30 Days 130 Days 130 Days 130 Days 130 Days
CC Media Storage (unlimited capacity) for CC Call Recording X X X 30 Days 30 Days 30 Days
Unlimited Internet Fax X
8x8 Frontdesk tailored experience for receptionists X X
Conversation IQ add-on provides speech analytics and quality management X $ $ $ $
Screen recording and real-time multi-screen monitoring X X X X X
Call Activity Analytics X
Supervisor Analytics X X
8x8 Agent Workspace delivering a tailored and intuitive experience for contact center agents X X X
8x8 Contact Center for Microsoft Teams Solution Certified X X X
Chrome Enterprise Recommended (CER) Contact Center Solution X X X
Omnichannel routing of voice, chat, email, SMS, social media and messaging apps X X X X
Skills-Based Routing X X X
CX Journey Mapping X X X
ACD and Basic IVR X X X
Intelligent Interactive Voice Response (IVR) X X X $ $ $
Queued and Web Callback X X X
Post Call Survey X X X
Contact Center Reporting and Analytics X X X
8x8 Secure Pay X X X $ $ $
Co-Browsing X X X X
Auto-Dialer Preview, Progressive & Predictive X X X $ $
Quality Management X X X $ $
Interaction Analytics X X X $ $
Enterprise Grade Security
Compliance and Certifications (GDPR, HIPAA, ISO27001, 9001 etc.)

 

8x8 Integrations

8x8 is somewhat limited in integrations when compared to competitors, but it does offer a decent selection of key integrations to enhance team collaboration, customer relationship management (CRM) and productivity.

These integrations can be accessed in any of the X series plans except Express.

8x8 integrations include third party team collaboration platforms such as Teams, Slack, and GroupMe, security tools such as Okta, CRMs such as Salesforce, Zendesk, Freshdesk, and Hubspot, and productivity tools such as Google, Outlook, and NetSuite.

 

8x8 CRM

In addition to integrating with third-party CRMs, 8x8 includes a native CRM. 8x8 CRM is included in all contact center plans (X6, X7, and X8). It consolidates all customer data and 8x8 contact center tools into one unified interface to increase agent productivity while reducing customer frustration.

8x8 CRM

8x8 CRM automatically displays customer records at the beginning of every interaction. Information can be added directly by agents or funneled in from other systems. As a native tool, every department has equal access to customer histories, eliminating data silos.

8x8 CRM can also route calls to the most suitable agent. It includes advanced customer experience analytics such as detailed customer journey maps and a targeted search function to identify pain points.

 

8x8 Pros & Cons

Below are some of the pros and cons of 8x8’s platform.

8x8 Pros 8x8 Cons
Enterprise-Grade security for all plans and 99.999% uptime SLA included with almost every plan Hidden fees for advanced contact center features such as Intelligent IVR, Speech Analytics, Secure Pay, Auto Dialers, etc, which are not included and must be purchased as an add-on for most plans
Unlimited Calling to 14 countries in the X2 Plan and 48 countries in X4 and higher plans Not as many integrations as competitors
Video Conferencing is available in all plans with up to 500 participants in the X2 plan and above Lack of user-friendly setup plus a steep learning curve, especially since many many advanced features aren’t useful to startups and SMBs

 

8x8 Customer Support

8x8’s  24/7 live customer support team (voice and live chat) is available to all business customers with an X series plan, with the exception of the Express plan.

For Express plan users and those that prefer self-service, 8x8 has a knowledge base with tutorials and FAQs that can be accessed here: https://support.8x8.com/.

The knowledge base includes articles and user guides organized by product and topic. There is also an 8x8 community where users can connect with each other for assistance, view customer questions and answers, and join virtual live product demos. Finally, there is a chatbot/virtual assistant called Otto, which customers are encouraged to interact with before calling customer service. If Otto is unable to help, he can transition customers to a live chat rep.

8x8 customers can also open up a customer support case online or through the 8x8 Application Panel.

 

Is 8x8 Right For You?

8x8 is a secure, reliable, and feature-rich platform that’s an excellent choice for high-volume contact centers.

Advanced contact center features such as queued callback and post-call surveys, along with cutting-edge AI-powered features like Intelligent IVR and Quality Management, are most valuable to large enterprises with global and hybrid teams.

The main 8x8 drawback, however, is its price.

With contact center plans ranging from $85-$140 per mo/user, 8x8 isn’t cheap compared to other VoIP providers. Plus, the most cutting-edge AI features must be purchased as add-ons. Still, it’s a solid investment for large/global contact centers that need to streamline operations, improve CX, and gain deeper insight into customer behavior.

On the other hand, the 8x8 Express plan is a great value for startups and SMBs.

The Express plan is only $15 per month/user, and it comes with powerful voice features like voicemail transcription, call routing, ring groups, team collaboration tools, and unlimited video conferencing for up to 100 participants.

For some small businesses, however, these features are overkill–and the lack of live customer support on the Express plan doesn’t help. They may wish to consider popular 8x8 alternatives known for their ease of use, like RingCentral, Ooma, and Dialpad.

For SMBs that are looking to scale, 8x8 might be a perfect fit, as they can gradually move through the X-Series plans and choose add-ons as needed, taking advantage of 8x8’s flexibility and customization.

Screenshots
  • Virtual Office General Settings
    Virtual Office General Settings
  • Account Manager Dashboard
    Account Manager Dashboard
  • 8x8 Call Forwarding
    8x8 Call Forwarding
  • 8x8 Agent Console
    8x8 Agent Console
  • 8x8 Template Editor
    8x8 Template Editor
  • 8x8 Salesforce Integration
    8x8 Salesforce Integration

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