8x8 Review: Innovate, Integrate, Communicate

At a Glance

Founded in 1987 and headquartered in San Jose, California, 8x8, Inc. is a well-known provider of cloud-based communication solutions. With over 30 years of expertise, 8x8 specializes in phone, video, chat, and contact center solutions seamlessly integrated into a single global cloud communications platform. Their objective is to change business communication by enabling global workforces to communicate quickly and effectively.

Over the years, 8x8 has been recognized for their creative contributions to the field. They have been featured in Gartner’s Magic Quadrant for Unified Communications as a Service (UCaaS) several times, demonstrating their position as market leaders. The company’s dedication to quality and client happiness is apparent in their extensive and dependable service offerings, which include cutting-edge features such as AI-driven analytics and strong TLS security. The company extends their capabilities through strategic acquisitions such as Wavecell to improve their cloud communications footprint and MarianaIQ to strengthen their AI capabilities. These advancements demonstrate 8x8’s dedication to staying at the forefront of technological innovation in the communications sector.

Features

Multi-level auto attendant: This feature allows businesses to set up self-service routing menus that guide callers to the appropriate department or agent through multiple interactive voice response (IVR) menus.

Ring groups: Multiple agents can share inbound call responsibilities. Businesses can configure ring patterns such as simultaneous ringing, cyclical rotation, or repetitive cycles.

Call queues: Organize agents into specific groups or departments, each with its own call queue, custom hold music, and one-click callback options.

Call monitoring: Supervisors can listen to live calls, provide whispered guidance to agents, or take over calls if necessary, ensuring quality and performance.

Video conferencing: This service supports video meetings with up to 500 participants, offering features like calendar integrations, screen sharing, live transcription, and chat during meetings.

Team chat and collaboration: The desktop and mobile apps enable seamless collaboration among team members by supporting 1:1 and group chats, file sharing, internet fax, breakout rooms, one-click audio and video calls, and push notifications.

Analytics and reporting: The company’s customizable dashboards and reports track call center metrics, agent performance, and call quality, providing insights for supervisors to improve operations.

Mobile app: The 8x8 Virtual Office mobile app allows users to manage communications from anywhere, access contacts, make calls, and use messaging features.

Integration with third-party providers: 8x8 integrates various CRM, ERP, and productivity apps, such as Salesforce, Microsoft Teams, Slack, and Zendesk, enhancing workflow and productivity.

Voicemail to email: 8x8 offers a voicemail-to-email feature that sends notifications and audio files directly to users’ email inboxes. This allows users to access their voicemails conveniently from their email, whether through a link or an attached audio file.

Plans & Pricing

The company does not disclose their pricing publicly, requiring potential customers to request a quote. However, they offer five distinct service plans to choose from, which include:

X2

The X2 Plan from 8x8 is tailored for small teams and growing businesses. This plan offers unlimited voice calling to 14 countries, making it suitable for companies with international reach. Additionally, it includes SMS, MMS, and Team Chat capabilities, ensuring comprehensive communication across multiple channels. The X2 plan supports video and audio conferencing for up to 500 participants and integrates seamlessly with tools like Microsoft, enhancing productivity and collaboration​.

X4

The X4 Plan is designed for mid-sized businesses with more advanced communication needs. Building on the features of the X2 plan, it expands the unlimited international voice calling to 48 countries, providing broader international connectivity. This plan introduces front desk receptionist capabilities and supervisor analytics for effective call management. Furthermore, the X4 plan includes call recording and monitoring, allowing businesses to maintain great customer service and compliance standards.

X6

The X6 Plan is ideal for businesses focused on customer support. It includes all of the X4 plan’s capabilities as well as enhanced call routing and queuing, both of which are required for handling huge call volumes seamlessly. The X6 plan integrates with CRM systems, improving the capacity to track and manage client interactions. It also provides post-call surveys and customer path mapping, which provide helpful information about customer experiences, unlocking opportunities for development.

X7

The X7 Plan is a great option for businesses requiring extensive customer engagement across multiple channels. This plan includes all the features of the X6 plan and introduces omni-channel support for social media, chat, email, SMS, and video. The unified interface ensures seamless and consistent customer experiences across all communication platforms. Additionally, the X7 plan supports co-browsing, which allows for enhanced collaboration and customer support by enabling agents to interact directly with the customer’s browser​.

X8

The X8 Plan is the most advanced offering from 8x8, tailored for large organizations with complex contact center needs. It includes all features of the X7 plan and provides quality management tools, allowing supervisors to assess and improve agent performance. Additionally, it offers speech and text analytics, providing deep insights into customer interactions that help refine strategies and enhance service quality. The X8 plan is designed for businesses that require a comprehensive and detailed approach to managing their communication and customer service operations​.

Advantages & Pros

Unlimited international calling across 100 countries: If you opt for higher-tier plans, the company allows you to choose a local number in one of the 100 countries they operate in. The basic X2 plan also includes unlimited calling to 14 countries, making it an excellent option for small businesses with international reach.

Extensive integrations: 8x8 integrates with various tools and platforms, including CRM systems like Salesforce, Microsoft Teams, and Zendesk. This ensures that businesses can streamline their workflows and enhance productivity by connecting their communication tools with other business applications.

Advanced analytics and AI: 8x8 leverages analytics and AI to provide valuable insights and enhance communication efficiency. Features such as Supervisor analytics, Call activity analytics, and Conversation IQ use real-time data to monitor performance, evaluate call quality, and improve agent interactions.

High security and compliance standards: 8x8 is committed to maintaining high security and compliance standards, holding certifications such as GDPR, HIPAA, ISO27001, and ISO9001, among others. These certifications ensure that 8x8 adheres to strict data protection and privacy standards.

Multi-level auto attendant: This feature allows businesses to create sophisticated self-service routing menus that help customers navigate to the appropriate department or service. The multi-level auto attendant enhances customer experience by providing efficient call handling and reducing wait times.

24/7 support: 8x8’s round-the-clock customer support ensures that businesses can get help whenever needed. This is crucial for maintaining seamless operations and quickly resolving any issues.

Free trial: 8x8 provides a 30-day free trial for their VoIP services. This trial period enables firms to evaluate the service, ease of use, and features before making a commitment. During the free trial, customers can try out 8x8’s different communication features, including phone calls, video conferencing, texting, and more.

Disadvantages & Cons

Lack of transparency: 8x8's lack of transparency, particularly when it comes to pricing details, is considered to be a significant drawback. Potential customers might find it difficult to understand the total costs involved, including any hidden fees for equipment or additional features.

Call recording not included in the basic X2 plan: Another disadvantage is that the basic X2 plans do not feature call recording. This means that businesses looking to use call recording for compliance, training, or quality assurance must upgrade to a higher-tier plan, which can significantly increase costs. This might push small firms or startups that require this functionality away from 8x8's services.

8x8 Customer Reviews

8x8 has received a mixed range of customer reviews across various platforms. On the Better Business Bureau (BBB), 8x8 holds an A+ rating but has a 1 out of 5 user rating. Trustpilot rates the company at 2.1 out of 5, while G2 gives them a 4 out of 5. Reviews show a balance of positive and negative feedback, with many users appreciating the service, though others point out specific issues. While the overall sentiment tends to lean positively, notable criticisms do exist.

Positive reviews

Customers had many good things to say about 8x8 VoIP, often highlighting the company’s extensive features and reliable performance. Many appreciate their comprehensive communication tools, such as call recording, call forwarding, and directory assistance, which make it easy to stay connected regardless of location. For example, one happy customer mentioned that their company experienced no downtime while switching to 8x8’s system. They also noted that the services helped their business become more efficient. Another client praised the cost-effectiveness and scalability of 8x8, noting that they allowed their small business to manage communications effectively without breaking the bank.

Negative reviews

On the other hand, negative reviews frequently focus on issues with customer service and unexpected charges. Many users have reported difficulties in resolving billing disputes and long wait times for tech support. One customer expressed frustration over being billed for services they never received, describing the experience as dealing with a “scam” and highlighting the lack of transparent communication from the company. Another review detailed a situation where the user was charged a hefty cancellation fee despite their business closing due to the COVID-19 pandemic and criticized 8x8 for their lack of empathy and unreasonable policies.

How Can I Contact 8x8?

If you’re interested in 8x8’s services, you can easily fill out a form to schedule a personalized trial. You can also call their headquarters' sales team at 1-866-879-8647 for a quote or use the live chat feature on their website to connect with their support team. Follow them on YouTube, Facebook, X (Twitter), LinkedIn, and Instagram for updates. Lastly, if you require more information about their international offices, visit their Contact Us page.

Conclusion

In summary, 8x8, Inc., established in 1987 and headquartered in San Jose, California, is an established provider of cloud-based communication solutions. Their platform offers a suite of services, including voice, video, chat, and contact center services. Renowned for creativity, 8x8 has often ranked in Gartner's Magic Quadrant for UCaaS. Advanced features like AI-driven analytics, robust security measures, and strategic acquisitions like Wavecell and MarianaIQ bolster the company’s offerings. Their plans cater to businesses of all sizes, ensuring reliable and seamless communication worldwide. Despite some criticisms regarding pricing transparency, 8x8’s integrations, multi-level auto attendant, and 24/7 support make it a strong contender in the communication solutions market.

To make an informed decision about your business communication needs, check out our comparison tool to evaluate how different providers perform against each other. Visit our blog page for insights and updates on the latest trends in business communication. Lastly, explore our curated list of the best business phone providers to find the perfect fit for your company.

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