Item: 8x8 Work
Rating: 9
Author: Darren Woods

Overall Satisfaction with 8x8 Work

Use Cases and Deployment Scope

We switched from an on premises phone switch to 8x8 Work in the cloud. This product has been so successful in all aspects of our business. It is so much easier to maintain and configure than the Cisco phone system. I would recommend any company to make the switch to 8x8 Work. It took our users a little bit to get used to it, but now they love it.

Pros and Cons

Pros

Setting up call groups
Setting up auto-attendants
Creating and maintaining users for the system
The messaging feature is something we use very often

Cons

We have some uses that are on thin clients and the call quality could be a little better for those users
If our current phones were one model newer they would work with 8x8 Work, so I would say make the program more compatible with older phones
The reporting features were limited at first but they keep improving at least every other month or so

Return on Investment

As I mentioned earlier- we were not able to use our current desk phones because of the compatibility.
Most users chose to use their mobile phone app as a backup in case there was poor reception with their computer app.
The ability to change the messages on the auto-attendant makes it easy for anyone in the company to do it regardless of their technical background.

Usability

Everything from answering calls, replying to messages, setting up voicemail and marking a user status is just one click away and once again regardless of a user's technical background everyone finds this app/program very easy to use and manage. It is so much easier than an on premise phone server.

Alternatives Considered

Zoom Phone

I did a demo of Zoom Phone and it was much more complicated than 8x8 Work to setup, configure and maintain. 8x8 Work has many more features that come standard with the product. It looked to me like there were many more steps when creating a new user and assigning them a phone number and extension.

Key Insights

Do you think 8x8 Work delivers good value for the price?

Yes

Are you happy with 8x8 Work's feature set?

Yes

Did 8x8 Work live up to sales and marketing promises?

Yes

Did implementation of 8x8 Work go as expected?

Yes

Would you buy 8x8 Work again?

Yes

Other Software Used

Datto RMM, KnowBe4 Security Awareness Training, Microsoft Teams

Likelihood to Recommend

Creating and maintaining users in the system is very straightforward and make sense logically. Also configuring the security for each users is very easy as well. The ease of which to add or remove a user or change their extension or direct number is impressive. Every company should be able to do this with such ease.

8x8 Work Feature Ratings

Using 8x8 Work

Users and Roles

75 - Everything from Sales to Customer Service to Technical Support - We also have warehouse staff and the Finance department using 8x8 Work. Everyone in the building that uses a phone uses 8x8 Work. Even our remote sales staff and our branches spreadout across the United States uses 8x8 Work for their phone service and it works great with everyone and keeps us all connected on the same platform.

Support Headcount Required

2 - We have 2 IT support specialists who maintain the 8x8 Work systems and it is fairly easy to learn.

Business Processes Supported

Phone Calls
Setting up meetings
Sending SMS messages
Creating Call groups

Innovative Uses

Setting up meetings
Using the videoconferencing
Using call groups in order for someone to always be available

Future Planned Uses

Running reports to monitor the calls incoming and outgoing
Using the system for company wide meetings

Likelihood to Renew

I would say it is a given that we will be renewing our contract as soon as it expires - it makes so much sense to use this option as opposed to using an on premises phone switch.

Comments

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8x8 Work - A great solution for VOIP