8x8 Work vs. MiVoice Office Application Suite (Mitel Application Suite)

I believe that 8x8 Work is well-suited for any organization, whether it employs 1-2 users or thousands. It is so easy to deploy and use. We are mainly a MS Teams house, and we want our Users to use this for Meetings and Chats. The fact that 8x8 has the flexibility to disable this within the client, so that it forces our users to continue working in Teams for meetings and chats, and then use the phone element in 8x8 Work, is brilliant. Our company finds it extremely easy to use, and the fact that we have different departments using it, with each department having the ability to change their outbound CLI to reflect the area of the business they are calling from, is excellent.

Incentivized

Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.

Incentivized

• 8x8 Work manages roles and permissions well. It is very simple to create permission groups needed for certain roles that may even overlap teams needs.
• User management is fairly simple and straight forward.
• Analytics reporting is good quality for the higher tier licenses

Incentivized

• Call reporting
• Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
• Integrated with our email system.

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

• It would be nice if they had more documentation on how to do things within the system that was easier to find.
• The software has so many features that it can be overwhelming.

Incentivized

All our employees love this product. No one has ever had an issue, whether it be the phone or fax. Great during the winter when employees have to work from home because of the snow. Never had an issue with the phone app. Highly recommend this product

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

As mentioned before, we have not had an outage with the phone system per say, There was an issue with the call center where we did have an outage, but it was quickly and promplty handled by 8x8 support, they got us up and going again within 24 hours. The 8x8 hard phone and softphone side of things have been rock solid, I couldn't ask for anything more seeing we are in health care and it's exactly what we were looking for. When and if there is an issue 99% of the time it's user error

Incentivized

None of the features that are available slow down the application. The reports (even the ones with hundreds of records) complete very quickly and the web interface as well as the mobile application never struggle to load or complete a task. The analytics will sometimes take some time to reflect the online status of users but it is to be expected due to connection speeds.

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

Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.

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

online (video) training is good. No issues.

Incentivized

The implementation of 8x8 X was rather smooth. We had training prior to getting the system. The IT company did a good job on the training. The whole system is wonderful. Saves me so much time with the faxing, as i can just let it go by itself and not have to make sure pages don't get skipped, as with a regular fax machine.

Incentivized

I prefer 8x8 Work; it has the right number of features and modes for the communication I need. I much prefer 8x8 Work meetings to zoom meetings, as it is much, much easier to transition between devices when I am on the road. 8x8 Work is also easier to manage across multiple modes of communication.

Incentivized

In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management

Incentivized

At this time, we’re very happy with the pricing model that we have worked out and they have provided for us. Just be sure to do your homework, and use your comparisons to work out your cost with 8x8. They will be very straightforward with you on what they can
adjust for you.

Incentivized

The only issue was adding licences was not via a button click but through your account admin which seems bad practice in a SaaS world as the user should be able to sign up, amend and close their account with ease

Incentivized

PS had all the users etc. set up by our go-live date. All hard phones were activated and when we received them, all we had to do was set them up and punch in the activation code to activate them.

Incentivized

• Getting access to emergency voicemails left on our office lines when we are at home, on the weekend, or after hours.
• Texting clients from a dedicated office line portal, keep things private and organized.
• The ease of installation and helpful support when needed significantly limit the time wasted.

Incentivized

• Efficient, easy to use conference system for better communication
• Useful mobile app to allow employee presence while out of office.
• Global directory removed the need for employees to maintain one.

Incentivized