The below provides a quick overview of the user submitted reviews for 8x8 business VoIP phone service.
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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 GoodUnlike 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 BadTermination 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
Overall Thoughts8x8 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.
Author: Mike Bragg
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.
#70 : JUN 16th, 2014 : Ron
Like many small businesses involved in the retail supply chain, my company began struggling with the major consolidations in the industry during the 2000's. By 2008, we had to start downsizing, and we moved to smaller office facilities and reduced personnel. We had a PBX system we had purchased some years before, and told our local phone company to move it to the new location for us, never even thinking about the cost. They charged us almost $2500 just to install our system, which had been purchased from them! 2 years later, our office building was sold, and we were forced to move again. This time, however, instead of moving our PBX system and phones, we walked away and left them behind, because we discovered 8x8. For less than $1,000, we bought our equipment and set up the new system in a matter of a few hours. We also slashed our monthly bill, and with a flat rate, it became a predictable fixed cost instead of a variable cost. We now have a host of new features the old system did not have, and a portable platform that is continually enhanced to grow with us instead of deteriorating toward obsolescence.
#69 : JUN 13th, 2014 : Raymond
8X8 has lived up to all of their promises and my expectations. I am very happy with my choice of this company.
#68 : FEB 20th, 2014 : Charles
We were with 8x8 for nearly a year. After countless dropped calls, horrible customer service, large amounts of staff time devoted to trying to fix the problem, involving outside vendors, we finally fired them. Truthfully I should have dumped them long ago. I can't even get them to give me the rebate money they promised me for purchasing new phone sets from them. I wouldn't recommend 8x8 to anybody. I don't recall a worse experience in dealing with a vendor.
Darci (April 29th, 2014) : So my question is, who did you go to after dropping 8x8? We are having this same issue!!!
#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.
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