8x8 Reviews and Ratings

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8x8 (4.3)
141 Reviews
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8x8 Review by WhichVoIP.com

8x8 was founded in 1987 and is headquartered in San Jose, California. It went IPO in 1997 and has been a publicly traded company ever since. Today 8x8 services over 35,000 customers and over 200,000 users with their Unified Communications platform and is a leading brand name in VoIP communications.

Frost and Sullivan ranked them as the number one Hosted phone provider in 2012. More recently, Infonetics Research ranked them number 1 in 2014 for hosted VoIP and Unified Communications in North America.

The Good

Unlike some providers that use third party technology to run their cloud service, 8x8 uses their own in-house platform and has 88 patents for their system. Their platform can support everyone from a small business up to the enterprise and government level.

8x8 has data centers in California and Virginia and this helps ensure optimal uptime for their customers.

Its current service portfolio includes cloud based phone service, SIP trunking, call center solutions, video and web conferencing solutions, and mobile apps for iOS and Android devices that turn your smartphone into a work extension.

Their Virtual Office VoIP service has multiple plan options to choose from, including an unlimited calling plan, a metered plan (where you pay for minutes used - good option if you only make a low volume of outbound calls), a global calling plan (great option if you make lots of International calls), and an annual option for the unlimited plan (at a reduced rate).

They also have a Virtual Office Pro series of service plans at a slightly higher price point. Available plans are as above with the addition of Internet faxing, call recording and online meetings (conferencing).

A great feature set is included with their plans, including all the standard calling features you expect (voicemail, caller ID, call waiting, call forwarding etc.) plus features like auto attendant, corporate directory, music-on-hold, ring groups and a conference bridge as examples.

On top of the great features they offer a mobile app for iPhone, iPad, and Android devices. This app allows you to use your mobile device as your business phone, including showing your business phone caller ID when making calls. Many features are available including IM presence, video calls, and call management. With the growth of smartphones this is a must have feature when you are comparing providers.

Many integrations are supported, including Salesforce, Netsuite, eAgent, SugarCRM, ACT!, Click2Pop web dialer and Microsoft Outlook.

Various optional features are available as add-ons for small monthly fees. One such option is a group of Fax plans (unlimited and metered) for connecting your fax machine. Several inbound number options are also available, such as virtual numbers (domestic and international), and toll free numbers (domestic and international). Other add-ons include features such as call queuing, switchboard, virtual receptionist, virtual attendants, overhead paging, and more.

8x8 also offer a wide selection of equipment to buy, including Polycom and Cisco IP phones (corded/cordless), conference phones, video phones, softphones, phone/fax adapters and accessories (headsets, webcams, routers, firewalls).

The support area of their website is neatly grouped into documentation (extensive setup guides), downloads (firmware/software downloads), plug-ins and APIs (for integrations), and FAQs (get all your questions answered here with over 300 entries). A toll free support line is available Monday through Friday between 5am and 9pm (PST), and on Saturdays between 5am and 5pm (PST). A live chat is also available through their website.

8x8 provide a 30 day money back guarantee on all their service plans. If you try their service and for some reason don't like it you can cancel within 30 days of signing up. They will refund your equipment and activation fees but you will be responsible for any usage charges (including monthly service fee). Shipping and handling charges are non-refundable. You need to send the equipment back before getting your refund.

The Bad

Termination fees may apply, depending on what plans you have. Month to month plans are generally excluded from these. Termination fees can range from $59.99 to $200, dependant on plan.

Most providers that have "unlimited" calling plans set a reasonable usage upper limit of monthly minutes (typically in the 3,000 to 5,000 minute range). There does not appear to be any upper limit set in their terms of service but it does mention reasonable business usage.

A one-time activation fee of $39.99 is required. Some providers include free activation.

The Bottom Line

  • Unlimited Extension: $29.99/mo per user. Includes unlimited calling to the USA, Canada, Puerto Rico, Guam, US Virgin Islands, France, Ireland, Italy, Spain and the UK (note that mobile phones and information service numbers are not included for the international destinations).
  • Metered Extension: $24.99/mo per user and includes 250 outbound minutes to the USA and Canada, and unlimited inbound minutes. Overage is charged at 2.9 cents per minute plus any additional rates for international calling.
  • Global Extension: $79.99/mo per user and includes unlimited calling to over 40 countries worldwide (does not include mobile phones and information service numbers). All other countries are charged at low international rates.
  • IP Phone Annual: $350/year per phone. This is the same as the unlimited plan except you pay in advance for a lower rate.
  • Pro Plans: The above plans are available but with online meetings, Internet faxing and call recording also included. Prices are between $20 and $25 higher than the standard plan rates noted above.

Overall Thoughts

8x8 are a long established service provider in the hosted VoIP industry with a large customer base. They have received awards from Frost and Sullivan and Infonetics Research in recent years. With their 30 day money back guarantee it's a great option to consider for your small to medium business phone system needs.

Not necessarily the cheapest option available but a solid feature set and available optional add-ons, along with their history make them worth considering for sure. Get the best pricing by submitting a quote request through WhichVoIP. Alternatively visit them directly by clicking on their logo to the right.

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Author: Michael


8x8 Overview

In terms of user reviews, 8x8 consistently receives good ratings from WhichVoIP.com visitors and has been reviewed on our site since 2008. Take a look at the user reviews below to see if it meets your expectations.

We have been using 8x8 as an organization for over 2 years and it has been a very wise decision to switch. Their customer service is much better than the local phone companies and we have much much more flexibility.

All User Reviews (Page 1 of 15)

Summary
Total Number 141 5 Stars 91
Thumbs Up 116 4 Stars 23
Thumbs Down 25 3 Stars 9
Average Rating 4.3 2 Stars 10
More Providers 1 Star 8

8x8 reviews are listed in chronological order.

Terrible Experience

Overall rating (1)

#141 : JUL 27th, 2016 :

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I had three phones with 8x8 and wanted to move them to another carrier. The other carrier said it would be easy and they would handle it. Well it was not easy and in fact it was the most horrendous experience. I had to speak with ten or more agents in customer service and billing at 8x8 until my numbers were moved and my account was closed,or at least it should have been. After all my numbers were finally moved they continued to charge my credit cards. When I finally realized what they were doing I got on the phone and after being hung up on twice I was able to reach someone in the billing department. I was told I had not cancelled my accounts, even after weeks of speaking with them and being told it would all be taken care of. Even after having moved my numbers which took weeks, and having realized they were charging my credit card for months they added another 30 days of charges. They are crooks, stay away.

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Not good

Overall rating (1.2)

#140 : FEB 18th, 2016 :

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The sales person was nice but did not clearly explain the features. Very disappointing customer service, services and confusing language.

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Big Mistake

Overall rating (1.8)

#139 : FEB 18th, 2016 :

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We bought new phones, upgraded our bandwidth twice. The sound quality and system usability never measured up. We are now back on copper lines.

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Great service

Overall rating (4.3)

#138 : FEB 8th, 2016 :

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I did not set up the VoIP service originally, and was not very knowledgeable of it's features. The 8x8 staff has been very patient, helpful, and professional as I learned the technology.

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Dodgy Customer Service

Overall rating (1)

#137 : JAN 29th, 2016 :

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I canceled my 8x8 service because I could never trust it. I always needed a land line as back-up which defeated the purpose. I'm not sure they should get 100% of the blame on this as it ultimately could have been an issue on my end. What really upset me is that after a while they just ignored the cases I submitted to try and fix the problem. Furthermore, when I canceled the account they tried to stick me with a bill for a full month of service even though my service ended two days after that billing cycle. No offer to prorate it or anything and they stood by their actions by referring to their Terms and Condition. Seems like a total racket to me. They finally reversed the charges after a big fight so be prepared for one if things go wrong with billing. Just bad form 8x8. I've always believed one should shine when things go bad, not the opposite. No one wants to be ripped off.

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Great choice

Overall rating (5)

#136 : NOV 18th, 2015 :

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We had an old phone system for the longest time and once someone introduced us to the 8x8 system, I knew it would help us in a major way. It simply provides us with the ability to always be connected to our office phones. The system and app works so easy that some of the older people in our company were able to understand the system in a heartbeat. A lot of us are in and out of the office so having the phone ring while I am out helps me not miss any major calls, plus when I head home, I simply log off and I dont have to worry about being disturbed. Its a great system and I highly recommend it!

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Perfect Solution

Overall rating (4.8)

#135 : NOV 18th, 2015 :

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8x8 is the best choice for our business because it's everywhere we are. Integration into Salesforce.com, mobile apps, browser, desktop phone systems. The ease of use and quality is something we haven't been able to experience with any other provider for years. It's the game changer for our business we were looking for.

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Powerful Business tool that saved us a lot of money

Overall rating (5)

#134 : NOV 17th, 2015 :

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We had an old Verizon phone system in our office about 3 years ago which worked fine in our then one location. When we decided to split our business into 2 separate offices and the old phone system could not handle it. Now, thanks to 8X8, when someone calls our main number they don't even realize when they press X1 it transfers them to a completely different town than X2 for instance. Another great plus is that the newer technology allows me to use my cell phone as not only an extension of the office phone but the office itself. Wherever I am, I get calls, faxes, messages right on my cell. Truly a great and powerful business tool - oh and did I mention that we save about $6,000 per year on phone costs now?

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Awesome Upgrade

Overall rating (5)

#133 : NOV 12th, 2015 :

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We just migrated our VoIP services from another provider, who shall remain nameless, because of constant stability and customization issues; we were always waiting for the other shoe to drop and for our communications system to crumble. Although it seemed a daunting task, the crew at 8x8 made our transition seamless even in the face of a very specific set of demands. It seems like everyone I talked to knew their stuff and was willing to go the extra mile to make things work. Now, we don't even worry about whether or not the system will implode and the voice quality is above and beyond our expectations. Thanks, 8x8!!

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Great Service!

Overall rating (4.8)

#132 : NOV 12th, 2015 :

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Set it and forget it! Decisions aren't always about money but that certainly applies in this case. Moving to the cloud certainly resulted in significant savings. But what good is saving money if the product doesn't live up to expectations. In the case of 8x8, all expectations were not only met but exceeded. We are a simple business with basic needs. So, after a very brief learning curve we were up and running, customized what we needed to and let 8x8 do the rest. The rest is history!

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Disclaimer: The opinions, views and ratings expressed in these VoIP Reviews are those solely of the reviewer who submitted the review. Whichvoip.com does not necessarily agree with any of the expressed opinions, view or ratings.

Summary

Total Number 141 5 Stars 91
Thumbs Up 116 4 Stars 23
Thumbs Down 25 3 Stars 9
Average Rating 4.3 2 Stars 10
More Providers 1 Star 8
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