8x8 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 50,000 customers and boasts more than 1 million business users worldwide with their Unified Communications platform and is a leading brand name in VoIP communications.

Frost and Sullivan awarded them the 2018 Competitive Strategy Innovations and Leadership award. They were named a Leader in the 2019 Gartner UCaaS Magic Quadrant (8th year in a row), as well as 2018 Magic Guadrant for CCaaS for 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 many 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.

The current Hosted VoIP solutions (UCaaS - Unified Communications as a Service) includes an Express plan aimed at small businesses and their X series of plans providing options for small business to enterprise level companies (whether 1 employee or 1,000). It is these services that this review will be focused on. They also provide a Contact Center solution (CCaaS - Contact Center as a Service).

Let's start with the Express plan which is their newest option aimed at the single office market. Priced at just $12 per user per month it includes unlimited calling in the US and Canada. It also includes the basic call handling features as well as voicemail, audio and video conferencing, business SMS and texting, one-on-one and group chat, mobile/desktop Apps, and G Suite and Office 365 integrations. A 30-day free trial is available for the Express plan so it is a good place to start if you are considering their service.

The X Series plans aimed at the SMB market include the X2, the X4 and the X6. If you have less than 100 users the pricing is set at $25 for the X2, $45 for the X4 and $110 for the X6. This is per user per month pricing. The X2 plan includes all of the Express plan features plus includes unlimited calling within 14 countries, an advanced auto attendant feature, advanced call handling features, voicemail transcription, CRM integrations, call recording feature (1GB storage), unlimited Internet fax service, and cross-platform team messaging. The X series plans also include NetSuite, Salesforce, Zendesk and many more integrations, plus 8X8 service and implementation support.

The X4 plan builds on the X2 plan with the addition of unlimited calling in 47 countries, barge-monitor-whisper, Operator switchboard, analytics and call quality reporting, and an increase to 10GB storage for the call recording feature. The X6 adds further technology features such as Interactive Voice Response (IVR), queued and web callback, post call survey, and contact center reporting and analytics, along with 4,000 contact center calling minutes. The X series plans include compliance and certifications with GDPR, HIPAA, and ISO27001. If you have a business in the medical area then HIPAA certified partners are often required.

You can still find some of the Virtual Office plans on their website, which were the plan names before the X Series were introduced. The "Classic" ones include the Unlimited Extension plan, the Metered Extension plan and the Global Plus Extension plan. The newer Virtual Office editions appear to be part of the X Series now. The X2, priced at $25 per user per month has a similar feature set to the one described above. It does not include call recording but does have a 1GB media storage feature.

The X5 Virtual Office plan is $35 per user per month. It includes 32 countries in the calling plan, 5GB of media storage, as well as call recording. The X8 edition includes the same as X5 but with 47 countries included in the calling plan and the addition of some contact center features and minutes, and some analytics features.

For those that want more professional sounding auto attendant, voicemail greeting, messages on hold, or music on hold recordings are in luck as 8X8 have an audio production store you can visit online.

8x8 also offer a wide selection of equipment to buy, including Polycom, Cisco and Yealink IP phones (corded/cordless), conference phones, video phones, softphones, phone/fax adapters and accessories (headsets, webcams, routers, firewalls). Buying hardware up front can be expensive so they have introduced a Flex Hardware Program where you can basically choose phones and pay monthly for them.

An extensive support and knowledge base area is available on their website. They also have a Training area that provides free online training and courses for instruction on how to best use their platforms. A Resources section can be accessed which includes whitepapers, data sheets, infographics, case studies, webinars, videos and useful tools. If you cannot find the information you need then you can contact technical support by creating a case, using web chat, or calling their toll free support line (24/7).

The Bad

If you are considering the Express plan just be aware that live assisted technical support is not included.

Be aware that if you get hardware through their Flex plan then you will be responsible for the remaining financial cost of the phones if you cancel your services.

Also be aware that if you exceed your call recording storage you will get charged an additional $5.99 per GB you use.

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). The reasonable Busines Use policy notes a limitation of three times (3X) the average monthly usage of all customers of that service plan.

The Bottom Line

  • Express Plan: $12 per user per month. A very low cost option for the single office with a 30-day free trial available. Note that live assisted supported is not included.
  • X-Series Plans: Pricing is per user per month, $25 for X2, $45 for X4, and $110 for X6. The X2 plan will be sufficient for most small businesses.
  • Virtual Office: Older plans still available, starting at $25 per user per month.
  • IP Phones: Mainly Cisco, Polycom and Yealink phones supported. Flex plan for phone payment available.
  • Extensive support and knowledge base information online, as well as 24/7 live assisted support.

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 Gartner in recent years. With their 30 day free trial it's a great option to consider for your small to medium business phone system needs.

A solid feature set 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.


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 13)

Summary
Total Number 125 5 Stars 92
Thumbs Up 117 4 Stars 23
Thumbs Down 8 3 Stars 5
Average Rating 4.6 2 Stars 3
More Providers 1 Star 2

8x8 reviews are listed in chronological order.

Great System if setup correctly

Overall rating (5)

#125 : : SEP 5th, 2019

Recommended: Yes

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I built my own phone system in 1990 so I tried RingCentral to see if they could replicate my old phone system in 2010. Unfortunately RingCentral didn't work so I tried 8x8, and was able to duplicate my old PBX functions and gain more features while saving on my phone bill. I was impressed with the 8x8 system that I started recommending and setting up the 8x8 phone system for my clients. I now have over 1,000 happy users using 8x8. Any VoIP system is only as good as the network it resides on, which was the main cause why my 8x8 customers had call quality issues. I've experienced every scenario that made the 8x8 phone fail, but 99.99% of the time it wasn't the 8x8 system that was the problem. Unfortunately sales people of any VoIP company are not technical enough to know the requirements to make VoIP systems work. I pre-qualify my customers network for 8x8 before I sell it to them. Sometimes I find no firewall or router that is compatible with VoIP, slow internet, or incompatible data cables. If you don't have a technical person that understands how to setup VoIP, you may have a bad experience. Sometimes the system may work for years and suddenly issues occur because the network was not setup for 8x8 correctly in the beginning. Most of my 8x8 customers never have an issue after I install their phone system and setup their network. I've had many customers switched from RingCentral, Vonage, Nextiva, Comcast, and all major phone companies to 8x8. 8x8 pricing is clear up front. No hidden fees unlike other companies. The largest taxi company in my area was paying over $1500 a month to AT&T for phone service. When I switched them to 8x8, I got their phone bill down to $135 a month while giving them more features and phone lines. A medical office said 8x8 was $100 more expensive than Vonage, but after 2 months with Vonage they switched to 8x8, because their Vonage bill doubled from using features that were charged by usage instead of a flat rate fee like 8x8. Most VoIP companies are do it yourself with remote support only. Many times you need someone onsite who understands your network and can modify it for VoIP. I know what questions to ask my customers. I have them send me pictures of their equipment so I know what to order to make their overhead paging and phone system work. My only complaint with 8x8 is their sales/tech support staff can't keep up with their engineers. Many times I will see a new feature in the system and the sales and tech staff have no idea how to use it until weeks later. I too cannot keep up with the 8x8 upgrades. 8x8 will be the last phone system you will buy!

Comment on this review >>

Great service

Overall rating (4.3)

#124 : : FEB 8th, 2016

Recommended: Yes

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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)

#123 : : JAN 29th, 2016

Recommended: No

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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)

#122 : : NOV 18th, 2015

Recommended: Yes

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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)

#121 : : NOV 18th, 2015

Recommended: Yes

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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)

#120 : : NOV 17th, 2015

Recommended: Yes

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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)

#119 : : NOV 12th, 2015

Recommended: Yes

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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)

#118 : : NOV 12th, 2015

Recommended: Yes

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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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Convenient

Overall rating (3.8)

#117 : : NOV 11th, 2015

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We love the fact that we can keep a centralized location for our faxes and phone messages in one place. We also love the convenience of the easy access and notifications. It is so easy to use and so easy to share.

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Mobile Connectivity. Great!

Overall rating (4)

#116 : : NOV 11th, 2015

Recommended: Yes

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Mobile connectivity. I love that our phone calls also ring on our cell phones and we can IM via the 8x8 app on our phone eliminating the need to give out our personal cell phone numbers.

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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 125 5 Stars 92
Thumbs Up 117 4 Stars 23
Thumbs Down 8 3 Stars 5
Average Rating 4.6 2 Stars 3
More Providers 1 Star 2
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