Perhaps great for call centers, dissapointing for a small business setting.
February 20, 2023

Perhaps great for call centers, dissapointing for a small business setting.

Geoffrey Hennies | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 X Series

8x8 provides a phone system and voicemail for 2 locations with 4 users at each location. My client needs to be able to tranfer calls, use ring groups and check voicemail. A few users take advantage of the mobile app to answer calls while away from their desk. One of the users has been using it to take SMS orders from customers.

Pros

  • Voicemail management
  • Application based management
  • Ring group management

Cons

  • Support
  • Ease of use and configuration
  • Sometimes settings are wrong and calls are not answered
  • Too much time has been spent trying to get support.

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

No

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Work go as expected?

No

Would you buy 8x8 Work again?

No

I suspect 8x8 is a good solution for call centers and larger use cases where a person can be dedicated to managing the system. I however feel they have not been a good solution for a smaller use case such as my clients. Im my experience, we have found configuration cumbersome, support difficult to reach and work with. The user interface may be well designed for a call center with a dedicated person to manage the system and settings, but for a small business needing a reliable phone system it has been lacking. Things like recipeints of calls getting messages "this is likely a scam" and calls getting missed because of misconfigured settings have made it fall short of expectations, especailly for the price. So if you are a call center, disregard this review, but if you are a small business looking for a phone system be prepared for a frustrating experience.

8x8 Work Feature Ratings

Hosted PBX
10
Call reports
10
Directory of employee names
6
Answering rules
8
Call recording
10
Call park
Not Rated
Call screening
Not Rated
Message alerts
3
Video conferencing
Not Rated
Audio conferencing
Not Rated
Video screen sharing
Not Rated
Mobile app for iOS
Not Rated
Mobile app for Android
4

8x8 X Series Support

We have had multiple negative experiences with our chat support, which has been non-responsive or failed to function as intended. In a particular incident, we encountered difficulty in receiving calls from a support call center, as it was unable to connect with our phones. Following several hours of back and forth, we were forced to resort to having them call our cell phone, but the issue remained unresolved. Even our 8x8 representative confirmed that they were aware of the inadequacies of their support service. I don't know if they provide varying levels of support to their larger clientele; however, our experience has consistently been subpar.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
If it was available I was not made aware of it, however I would not have encouraged my client to spend any additional money with 8x8.
Yes - No, see previous response.
We have had some good customer support agents, but the tech support has never lived up to expectations.

Using 8x8 X Series

Again for a large call center with many needs, and full time people to manage this may be a good system, but for a small business needing a phone system in my opinion it is overly complicated and difficult to manage without multiple calls on support.
ProsCons
None
Do not like to use
Unnecessarily complex
Difficult to use
Requires technical support
Slow to learn
Cumbersome
Feel nervous using
Lots to learn
  • Picking up the phone, the phones themselves seem to work fine once configurd.
  • Web based management of calls, SMS and voicemail.
  • Setting up ring groups
  • Finding where settings for specific aspects are
  • Too many screens in configuration process.
Yes - It works ok, sometimes calls can be missed but that may be settings in the phone.

Comments

  • Jeremiah Mercado | TrustRadius Reviewer
    Dear Geoffrey, we regret the inconvenience caused. To help us understand the problem in detail, please don't hesitate to reach out to us and share your contact details at reviews@8x8.com. We would be more than happy to assist you.

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