8x8 Express (discontinued)

Score4 out of 10

26 Reviews and Ratings

What is 8x8 Express (discontinued)?

8x8 Express was a cloud-based phone system that included unlimited calling within the U.S and Canada, HD video conferencing, business SMS and team chat, pre-configured. As of March 2023 8x8 Express is end of sale and no longer available.

Categories & Use Cases

Media

Mobile app for iOS
App for iPhone and iPad
Category average: 8.7
Mobile app for Android
Android app
Category average: 8.5
Participant roles & permissions
Administrators can grant users different levels of access to conferences, as moderators, presenters, attendees, or participants. Permissions can be set for individual users, or based on user role/group.
Category average: 8.8

Hosted PBX
Hosted telephony infrastructure obviated the need for local PBX hardware
Category average: 8.6
Team document sharing
Documents can be shared with other team members.
Category average: 8.5
Call and meeting analytics
Analytics and reporting are available about both calls and meetings.
Category average: 8.3

Diana Padgett

Director of Finance in Finance and Accounting at COMMUNITY ENTERPRISE DEVELOPMENT SERVICES (11-50 employees employees)

Use Cases and Deployment Scope

8x8 Express is our VOIP telephone provider, including voicemail and auto attendant

Pros

So easy to use!
Voicemail - can be accessed anywhere, includes transcription of the voicemail and an email message with the recording
Telephone services without all the fees of a landline service
Auto attendant, offering recordings of our messages

Cons

None, so easy for us to use
Very responsive the one time we had a billing issue

Most Important Features

Ease of use of system
Ease of use of website
Cost is quite reasonable and beats business landline services

Return on Investment

Positive impact - pricing is right, service is easy to use.
Especially during the pandemic, clients who would normally just pop by the office had to call in. 8x8 Express made that so easy as we could transfer calls to our cell phones, but also received emails when a voicemail was left with an audio recording of the message. We didn't miss a beat!
We use some contractors that are not even in the same state as us, but our clients wouldn't know it as autoforwarding calls is super simple and seamless

Other Software Used

Grammarly, Slack, Airtable

Julia Urbanski

Licensing in Corporate at Momentum Solar (1001-5000 employees employees)

Use Cases and Deployment Scope

We use it for texting and calling customers. I love that you can use it on any phone and have the phone number from 8x8 Express. The biggest issue is that the voicemail fills up quickly. We also can go back and listen to phone calls if needed. I use it to communicate with customers as well as co-workers. It is nice to be able to just call an extension and all my co-workers are already in my contacts.

Pros

Texting
Recording calls
Using a different phone number
Keeping track of messages

Cons

Better voicemail
Dropped calls
Texting function could be easier to use

Most Important Features

recorded calls
texting
voicemail

Return on Investment

Being able to listen to phone calls when there is a discrepancy
Keeping the honest honest by knowing we can listen to calls
Easy to communicate internally, been very helpful and time saving

Alternatives Considered

Vonage Business Communications

Other Software Used

Vonage Business Communications, Microsoft 365, ChromeOS

Arpit Jain View profile

Business Operations Manager in Customer Service at Renegade Insurance (201-500 employees employees)

Use Cases and Deployment Scope

8x8 Express solves the core problem of not having to issue a sim card to our team for calling and then having a centralized database of calls, their recordings, routing rules, and other related analytics

Pros

clean interface for calling
data looks accurate
extensive settings and rules available

Cons

do not have self service analytics
available reports seem to be too technical - not able to find simpler answers
too many products under 8x8 Express. difficult to choose what should be bought.

Most Important Features

simple interface
low call drops
rule based routing

Return on Investment

positive impact - low call drops
negative impact - still low visibility on KPIs

Alternatives Considered

Fuze

Tim McCafferty, MBA, MSL View profile

General Manager/Training Manager in Corporate at Leaf Enterprises, Inc. (1-10 employees employees)

Use Cases and Deployment Scope

We use 8x8 Express as our phone system. We use it for incoming customer calls, interoffice calling and voicemail. We previously used Comcast, but grew weary of ever-increasing costs. 8x8 Express costs have remained stable since the initial contract was executed. The auto attendant was the next main draw (behind cost) as it let the caller decide to where the call should be directed, not the first person who answered. We discovered some sales calls were being selectively cultivated for one sales person (that's management's call, not the receptionist's discretion).

Pros

Keeps costs low
Provides accountability for call management
The administrative dashboard is fairly intuitive

Cons

The quality of the phones is poor (we had half of the phones we purchased broke within the first two years).
Calling customer service is painful. Anytime I must make a call, I plan on losing at least 90 minutes of my day. The reps restate and clarify EVERY sentence (gets really annoying).
Front-line customer service agents usually do not have the skills or permissions to correct issues on the first call. Often, my issues are escalated to a Tier 2 support agent. I request callbacks between 1-3 Eastern time and I usually get calls either right at 5 PM or after closing.

Most Important Features

low cost
auto-attendant
simple dashboard

Return on Investment

Helped us better manage our expenses
We have had much less down time than with previous vendors

Alternatives Considered

Comcast Business VOIP (VoiceEdge)

Other Software Used

OMS Office Master System, Adobe Acrobat Reader DC, QuickBooks Desktop Enterprise

Luke Sullivan

Owner in Corporate at Pinnacle Fitness (1-10 employees employees)

Pros

Being able to forward calls to my cell phone when I am out of office.
So much functionality. So many options.
One set price instead of a bunch of add-on fees.

Cons

Setup is a pain.
Transferring numbers take a long time.

Return on Investment

We are still learning all the nuances but we miss much fewer calls.
Transitioning calls to the appropriate person is much easier.
Ease of use.

Jive

Grasshopper

RingEX

8x8 Express (discontinued)

What is 8x8 Express (discontinued)?

Categories & Use Cases

Media

Key Features

Top Performing Features

Mobile app for iOS

Mobile app for Android

Participant roles & permissions

Areas for Improvement

Hosted PBX

Team document sharing

Call and meeting analytics

Reviews

Use Cases and Deployment Scope

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Cons

Most Important Features

Return on Investment

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

Pros

Cons

Return on Investment

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