8x8 Work vs. Avaya Aura

8x8 Work is an ideal communication platform for intra-organization communication; it is very easy to find any employee at my firm and quickly ascertain their availability. I don't like for outside clients to know my direct line, so I would like to be able to mask my number in outgoing texts/display our general reception number so that those clients are not confused on how best to call in to me.

Incentivized

Avaya Aura is secure and reliable; in our case, for customers that looking for stable solutions on voice, Avaya Aura is that solution fit. In a scenario where our customer is looking for digitalization, I think Avaya Aura is less appropriate.

Incentivized

• Direct calls to the extensions.
• Callers were able to either talk to our individual staff members or leave a message.
• We loved having a record of every single call that came in for CRM purposes.
• We loved being able to collect our messages from the console.

Incentivized

• So one of the things it's done well is it's stable. It's networked at all the sites. We have five-digit dialing everywhere, and one of the features we like is the crisis alert feature. So if somebody calls 911 at a particular school, it sets an alarm off on the phones upfront and displays the extension number and the room number of who called 911. So they can respond and they know where to send first responders. So it's pretty cool.

Incentivized

• The auto attendant has built in text-to-speech, but this same engine should be put to use for individual and ring group voicemail messages.
• Call forwarding in the mobile app should be relocated for easier access. Instead it's buried somewhere under the generic "account settings"
• The default user template disables voicemail text transcription. Why???
• One fax number should be accessible by app for more than 1 user. Responsibility for faxes is usually distributed among a few people in a typical small office setting.
• Ability to receive and send SMS messages from a shared "main company number" would be awesome. Ability to assign this to certain users would rock!

Incentivized

• The length of time to get an engineer's schedule needs to improve, especially when we're having service-impacting issues.
• At times, some of the engineers have language issues which make it difficult for some of our team to work with, despite the knowledge of the engineer.

Incentivized

Everyone at the company now have the experiance needed to make phone calls, meetings, video conferencing. It's easy to use is unmatched in the industry. It's been a solid product throughout. The phone tree was easy to setup with the implementation team and they guided us throughout the process

Incentivized

We are happy with this product since we have used until now around 10 years.

Incentivized

I'm not using it to its full capacity like a Zoom or teams Workspace. I use the service for phone calls, hate application on my cellphone and the voicemail apparatus. This we like because it gives us the feel of a large firm when we aren't.

Incentivized

Avaya Aura is extremely complex. Now that AI has come into the fold, Avaya needs to apply AI processes and tools to help identify and resolve issues with an installed platform. In addition, proactively identify potential issues. Ayaya has had some financial difficulties over the last few years. This may be why they outsource their expensive support. Our customer experience would benefit by having access to Avaya knowledgeable Engineers for questions about products and services as needed.

Incentivized

In the time I have used 8x8 Virtual Office, the core system has been up and running almost flawlessly though we do have a slight performance degradation from time to time as is expected of cloud software. The one recurring issue for us is that the fax connection is not always functional for outbound messages. We usually have to retry three or four times to get the fax to connect reliably to the destination machine. Once connected, it's smooth sailing.

Incentivized

No problems with performance, Pages load as they should. I can't answer on the reports side as only a handful of our Admins ( call center ) currently use that side of the software. It does intergrate very well with Office for meetings and conferences. Sometimes there is a slight lag or static when users are talking, but we found this to be a cause of a users computer had not restarted in a while, Once the user restarts thier computer the problem is resolved, So this is not an issue with 8x8

Incentivized

We are a USA based organization. Support was refreshingly quick (callback via phone or email, online live agents). Agents are knowledgeable, thorough in their explanations, and extremely patient when dealing with end-users at various levels of the ICT knowledge spectrum.

Incentivized

The person giving the training was very engaged, He also listened and answered all the questions. He created a video for our company while he was training in case we needed to reference it again in the future. The questions he could not answer were answered within 24 hours via an email to the IT support staff here so we could share the answers with the rest of the group

Incentivized

Good and Simple Training Module, also Certification is available.

Incentivized

We had a third party implement and set up the system the way we wanted it - after that I do all changes or additions. The vendor was very knowledgeable and had it up and running in less than an hour.

Incentivized

8x8 Work offers all we need in an easy-to-use format. Zoom seemed to have too many features that are not required and can be overwhelming to Users who are not the most Tech-Savvy. The price point of 8x8 is great, too. Get everything we need at a low cost.

Incentivized

So I've seen the Cisco product out there. I've seen the old Nortel products, Mitel, I've been doing this for a long time. I've seen a lot of other products. And Avaya, Nortel were the Western Electric and Northern Electric of the world way back when. So pretty much the grandparents of all the other stuff that's out there. So their foundation is really strong. So I think this product stacks up amazing, especially for places that are mission critical, like hospitals, maybe the military, and stuff like that. They have the app, if you need an app, they do stuff on mobile devices, and that you can have remote workers. So I think they stack up really well against the other companies. The problem is probably advertising and the schools that are teaching this stuff are promoting a particular product and that's where the other products have the advantage. They're in the schools and it's, I call it indoctrination, but they're in the schools and they're teaching the people. The other product, their competitors are teaching in the schools, their product line. And that's how they can do promotion better.

Incentivized

8x8 100% suits Business needs to connect with from anywhere and everywhere. The Softphone features is very light and very easy to use also very reliable with Zero Downtime. Can also be set personal Voicemail over softphone at anytime and logs everything is very easy to find.

Incentivized

• Moving to 8x8 Work helped us consolidate our soft phone and IVR needs with our contact center platform and save thousands in the first year alone.
• All of the 8x8 Work products I've worked with have great integration options from CRMs like Zoho/Salesforce to Google and Microsoft Office.

Incentivized

• Incremental cost saving so far, not seeing a huge difference between individual setup and onboarding an individual group on the central system.
• See some overall collective benefits in terms of support for the groups already onboarded.
• The increase risk of have a centralized system, wherein a single issue could impact each individual.

Incentivized