The below provides a quick overview of the user submitted reviews for 8x8.
|Service Provider||Number of Reviews||Average Rating||Recommended|
8x8 was founded in 1987 and are headquartered in San Jose, California. It went IPO in 1997 and has been a publicly traded company ever since. Today 8x8 services over 30,000 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.
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. 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 and mobile apps for iOS and Android devices that turn your smart phone into a work extension. The platform can support everyone from a small business up to the enterprise and government level.
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.
8x8 reviews are listed in chronological order. Use the summary table opposite to filter on review types.
#67 : OCT 15th, 2013 : Jorge
We just moved our office. Comcast was our VOIP provider for two years and the service was EXCELLENT. However, Comcast did not service our new building, so we chose 8X8 as their website implied that they are a large well-established company. Our office opened on September 30 and here it is October 15 and our 16 employees are running on personal cell phones as 8X8 does not function. Despite repeated pleas to 8x8 customer service, they insist that that it is our internet provider. Our internet provider has been here multiple times and insist that the connection is ample. 8x8 customer service appears to be overseas, has trouble communicating in English, and their customer service staff keep apologizing without fixing the problem. A DISASTER FOR OUR BUSINESS and NO ONE AT 8x8 CARES, and we cannot reach anyone at 8X8 who does care. STAY AWAY!!!
Jorge (10/16/2013) : After requesting to cancel yesterday, 8X8 escalated from Tier 1 to Tier 5 service. Tier 5 identified the issue as our two-week old high- end Cisco router not being approved to work with 8X8. Thus, we went out last night and bought an approved router. Four hours later paying $125 hourly to local IT company, the phones still do not work. You cannot call into anything but Tier 1 service directly, and Tier 1 appears trained to identify the issue as something else non-8X8, and then refer to other 8X8 Tier 1 staff who are equally clueless. The only path to get a call back from any level over Tier 1 is to call the sales rep and threaten to cancel. Then you may get attention from someone who might have a clue. Still, even Tier 5 appears impotent at getting our system operational.
Jorge (10/16/2013) : In reading other posters' comments regarding shoddy service, which we can relate to, we read some accusing 8X8 of unethical behavior and overcharging. Thus, we went through the 8X8 charges to our credit card. There were four which were authorized, plus an additional charge of $555.43 which was unauthorized. We called and they admitted that it was an "errant" double-billing and that they will credit back. However, if 8X8's propensity for overcharging was not brought to our attention, we would not have even noticed the extra charge.
#66 : AUG 12th, 2013 : Tim
The company is a fraud. No customer service, the quality of the phone is horrible. Worst choice I ever made in my business.
Comment by Brian on 9/25/2013: I have installed 8x8 4 times now for 4 locations - different clients. Phone quality is what you choose, you get what you pay for. 8x8 has phones that are practically free, to phones that cost several hundred dollars. I have not had any issues getting ahold of tech support or customer service. They have replaced phones quickly, without issue, upgraded hardware with discounts, and assisted with configuration or troubleshooting issues in a timely manner. I deal with customer service and support from over a hundred vendors, and I can say 8x8 gets a 'A' rating, or 9 out of 10. Why not 10 out of 10, hey, you have to be pretty incredible to score 10 out of 10. Not sure I have worked with customer service that scores that highly, but I know it is possible, I strive to deliver it every day to my clients.
#65 : JUL 27th, 2013 : Peter
Been using VOIP for 2 months now - really like the auto attendant. Lots of features to learn. Customer service has been great at helping me set it up.
#64 : JUL 26th, 2013 : Andy
We left RingCentral because they had so much downtime. In addition their technical support wasn't very good and even when the system worked it just didn't work that well. 8x8 was slightly more costly but well worth it. In fact after we left RingCentral they called to ask who we had switched to and I told them 8x8. The lady told me that she knows 8x8 might be cheaper but that I'd regret the decision. I told her that 8x8 was actually more expensive but worth every penny and I wouldn't regret it. I still feel that way to this day.
#63 : JUL 16th, 2013 : Michael
The site for setting up the phone system is a little confusing at first, but once you learn it, it is great.
#62 : JUN 19th, 2013 : GeoD
Pro-Very good pre-sales technical support. Very good sales support. Several iterations with both lead us to a cost effective, feature rich system that fits our business well. Good looking phones with very good audio quality. Easy to manage, web based administration. Their Virtual Office feature is great. The android app works great on my HTC Thunderbolt, Motorola XT557 and nexus 7. No more forwarding calls and it's seamless. Con- None as yet
#61 : MAY 15th, 2013 : Diane
I cannot recommend this provider. To make a REALLY long story short, we had two problems with our service. The first one their technical team insisted was on our end and had us change modems, routers, etc. (all while paying our IT guy) when in reality it turned out to be a technical glitch on their end. The second issue wasn't resolved until a tech support person ACCIDENTALY stumbled upon the solution after almost five months of back and forth. The tech support people have a set of steps to try to fix things that they stick with over and over again and their tier two support wasn't any better. We gave them 5 months and we are now looking to switch providers. Beware.
#60 : MAR 27th, 2013 : Chris
We knew we needed to switch over to VoIP service to stop wasting money on Traditional service. After talking to reps from many other VoIP providers, we went with 8x8 for best features @ best price & they delivered as promised.
#59 : MAR 19th, 2013 : Joseph
I think our issues are the same with all VOIP, the occasional dropped call. On the upside, we don't have to deal with the expensive low quality aspects of land line providers. Overall, VOIP is fantastic for our company because we have 6 offices in 3 states... all connected to one account. If staffing in one office is low we can direct the phones to ring in another office. Great stuff.
#58 : FEB 27th, 2013 : Raymond
8x8 provided an excellent price incentive to be come a customer. The follow up with installation and from their tech support has been excellent. The service and features have been fine. After 3 months of use everything is going fine. I'm glad we made the switch from Comcast.
#57 : JAN 28th, 2013 : Earl
Buying via the internet & phone might not be the best method for many. I still have to read a lot of small print to determine how to get the phones to operate with the features provided and, all of it in their websight. It's a whole new experience for us & frankly, we are more than a little stumped & making a lot of calls to the tech people.
Comment by Richard at 8x8 on 6/28/2013 : I am an account manager at 8x8 and would be glad to assist you if you are still having issues. (866) 617-4583
#56 : JAN 25th, 2013 : Jake
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. I would recommend the 8x8 VOIP service to any company looking to upgrade their phone system.
#55 : JAN 9th, 2013 : Stephen
The biggest pro is the complete package, including web meeting features at one low price. I wish they had native integration with Microsoft Lync, since we are already using that software, but we can still leverage the 8x8 teleconference features with Lync.
#54 : DEC 30th, 2012 : Gary
I hired 8x8 to implement a VoIP and call center solution for my company. The sales, demo, and list of companies they have provided services for was great and the options vs cost very reasonable However when it came time for moving the project forward they fell apart. To start, their first project manager had no idea what the project was or how to implement the project. Contacted the sales manager and a new project manager was provided. Second project manager was as bad as the first with no idea what the project was or how to implement. I was able to start the implementation myself and when I ran into issues I contacted support. Not good, support for VoIP did not understand VoIP systems and when I asked about call center they sent me to another group. When I asked about the business side at the call center support they sent me back to the first support group. After bouncing a few times I called the sales manager back and was provided another project manager. This one had some idea of what was going on until I asked about cut over time frames from my old PRI to 8x8 for my DID's and 800#. I was told I would be given a window of about 15 days when it would happen but could not and would not be able to tell me the time or day it would occur, it will just happen. I cannot have this when running a call center. I contacted the sales manager and informed him they were being released from the project. From that point I had the COO, support manager, and other manager types on a conference call asking for another chance. I told them I would listen if they came up with a game plan for the project. After 2 days I received their game plan which was a generic project plan and not specific to my project with no thought put into the the presentation detailed to my project. From the managers of the company I expected more. I finally informed the "C" levels I was terminating the project and requested a release from 8x8 which I received a generic "Automated" release. I never received a release as requested and promised by the sales manager, support manager, and COO specific to my company needs. No email or letter from the management team with their regrets for the incident which they agree was a multiple "dropping of the ball" on their part. 8x8 is not a professional company nor are they a professional VoIP solution for business, avoid this company and do not make the same mistake I originally made and hire them. The positive side is I ended up with a professional VoIP and call center solution which provided a project manager which took us from start to finish and provided a clean hand over to a professional support group.... one support group for all services. Check out your potential provider before attempting to implement. By all means, by-pass 8x8, they are not a viable solution for a business.
Comment by Matt on 9/20/2013 : Who did you wind up going with?
#53 : NOV 29th, 2012 : Charlie
I have used several other providers and in my experience 8x8 is by far the best when considering customer service, reliability and call quality. They provide great service at a very competitive price.
#52 : JUN 27th, 2012 : Bradford
#51 : APR 24th, 2012 : Chris
#50 : MAR 23rd, 2012 : Ken
Great marketing, poor execution. Voice quality is extremely random considering I have a 26Mb pipe. Front line tech staff will say just about anything to get you off the phone. Even if it's not true. They have a new VP of customer service. I hope he can turn it around.
#49 : MAR 5th, 2012 : Novica
Relationship terminated in ugly way after 8 years. I was billed for services even my number was transferred to other company previous month. Service representatives would repeat how they are sorry but i agreed on terms and conditions more than 8 ears ago. You are charging me $25 for what services, after my phone number was ported? In my opinion unfair business practice. After this experience I feel sorry for years spent as your customer.
#48 : FEB 1st, 2012 : Randy
8x8 sales was first to contact, most agressive on follow up, and a pleasure to talk to. Also they discounted the equipment to get the business. So I was pleased. Still some quality issues. Echo which they weren't able to eliminate. But like voice mail emailed, and fax captured and emailed.
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