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8×8 Phone System Review

August 9, 2018

12:40 pm

8x8logo tech.co
  • Established: 1987
  • HQ: San Jose, CA
  • Cloud Solutions Only
  • Comprehensive Training
  • Highly Scalable

A well established provider that can accommodate businesses from small to large

With high profile clients, including McDonalds, UFC and Shimano, 8×8 is able to offer VoIP based services to industries of all backgrounds, adaptable to their own needs.

8X8 can also set up virtual call centers to align businesses that work across multiple sites but want to present on unified environment to its customers.

  • Solutions for any sized business – Small, Medium or Large
  • Integrates with Salesforce, Zendesk & others
  • Supplies Polycom & Cisco phones

8×8 specializes in modern cloud-based phone solutions, so won’t suit those businesses looking for in-house traditional telephone systems. However, for those looking to upgrade an older system, it can work with your existing phone handsets and replace on-site hosting. It is highly scalable and can meet the demands on a company of any size.

8×8’s pricing structure is based on the number of employees but can easily be adapted should the business requirements change.

As well as offering VoIP telephone systems, 8×8 can also assist with setting up virtual call centers to consolidate all of your employees across multiple sites, and can even accommodate home-based agents.

Its solutions can be fully integrated with essential business systems such as SalesForce, Zendesk, Outlook and countless others.

Read our 8×8 review for more details about the service.

8×8 Telephone Services: Core Features

Virtual Office

8×8’s main offering is Virtual Office, the company’s cloud-based system that offers a complete business phone service. It comes in three different plan types to suit the needs of your business.

Virtual Office X2

Smaller businesses will probably want to opt for the X2 suite, although to refer to it as basic would be a misnomer. With this package you get mobile and desktop apps to help manage and oversee your phone system, as well as accompanying analytical software.

Call queuing and auto attendant are included at this price level, so you won’t have to worry about dropping any calls if an agent isn’t immediately available.

The package also includes unlimited calls to 14 countries, including major territories in the Americas and Europe, meaning your business can be truly global.

Also as standard is integration with Salesforce, Zendesk and Netsuite CRM.

8x8 review UI - tech.coVirtual Office X5

The next suite, X5, offers all of the above as well as a handful of extra features. It expands the number of countries that can be contacted free of charge from 14 to 32, taking in key locations in Asia, as well as more in Europe.

You’ll also get access to call recording, essential for those looking to keep track of calls or use for training purposes.

Audio and video conferencing abilities in this package extend to 25 participants, from the 5 of the X2 suite.

Virtual Office X8

The X8 package is for those businesses that are looking for a virtual phone system that offers complete control and reporting. It includes all the features of the X5 suite, but adds a much more complete analytical package, so businesses can really drill down into the minutiae of its Virtual Office set up.

It also includes Interactive Voice Response (IVR) to ensure that calls are routed to the best agents automatically.

In the X8 feature set, 46 counties can be called toll free, and the number of audio and video conferencing participants is 50.

Virtual Contact Center

8×8 can consolidate your staff across a multitude of locations into one virtual contact center, giving customers a seamless experience.

The Contact Centre package comes in three types. Standard covers voice only, but includes CRM integration, both native and third party, as well as queued callback and web callback systems. Customer experience analytics come as standard, and a post-call survey helps you and your employees hone their service.

Historic and real time reports are also available, and an internal chat function for agents and supervisors aids business communication.

The Pro level package includes voice, but also email and chat systems for customers. The IVR solution is also enhanced, and capable of more technical requests than that of the Standard suite.

Ultimate comes with everything as above, as well as quality management tools to monitor staff and maximize agent efficiency. You’ll also get wallboards that can display up to the minute reports clearly and efficiently to keep on top of call volumes minute by minute, second by second.

Handset Integration

What 8×8 phones are available? 8×8’s phone service is compatible with any handset. You can purchase a range of handsets, including models by Polycom, Yealink and Cisco, from 8×8, or use your business’s existing hardware. Calls can also be ported to mobile devices, as well as desktop PCs for total flexibility for your staff.

Customer Testimonial: Mcdonald’s
8×8 has no shortage of customer testimonials available, a sign that they’re making all the right moves for their clients, who in turn can make all the right ones for theirs.

One such client is a McDonald’s franchisee with 20 restaurants, looking for a fully hosted solution with reasonable monthly costs and reliable systems. After switching from its previous supplier to an 8×8 phone system, the franchisee reported a 35% lower bill and downtime has been drastically reduced.

Set Up and Customer Support

8×8 packages give users access to comprehensive and thorough training tools, including 24/7 online training that can be completed at the employees own pace, with topics that cover everything a new member of staff would need to know.

This is coupled with virtual, trainer led courses at convenient dates for your business, in various time zones, which offer blended learning bonus modules for new systems administrators.

There is also an 8×8 certification system which will contribute to your system administrator knowledge.

Support & Training

Support options

  • Phone: 1-408-687-4120
  • Email: support@8X8.com
  • Live chat support
  • 24 hour support line

Training options

  • Online training videos
  • Online training manuals
  • Virtual live courses
  • Certification scheme

8×8 Plans and Pricing

8×8’s offers a comprehensive, but not overwhelming selection of packages, all of which are scalable to your business needs, be it large or small.

The pricing will depend on the size of your business and the suite that you are interested in. The quickest way to get a bespoke quote for your company is to use our price comparison form today.

Final Verdict

A well established business, with a wide range of clients, 8×8 is a safe pair of hands for your business telephone needs. It may not offer in-house solutions, but the virtual systems it can kit out your business with are comprehensive with a large selection of tools and features.

As explained in this 8×8 review,  packages on offer from 8×8 mean that it can scale with you as your business grows, helping you offer your customers a seamless experience, whether you’re picking up the phone to 10 people or 10,000.

See how much your business could save on a new phone system
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Jack is a senior writer at Tech.co with over a decade's experience researching and writing about consumer technology, from security and privacy to product reviews and tech news.

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