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8x8 Work

Score8.5 out of 10

824 Reviews and Ratings

What is 8x8 Work?

8x8 Work is a collaboration hub for phone, video, and messaging. It brings secure unified communication and collaboration experiences to every employee.

Read more details.

Categories & Use Cases

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8x8 Work Key Features

Learn about the best (and worst!) features 8x8 Work has to offer, as determined by TrustRadius' reviewers.
Based on 824 ratings of 8x8 Work's features
View all 8x8 Work features

Top Performing Features

  • Hosted PBX

    Hosted telephony infrastructure obviated the need for local PBX hardware

    Category average: 8.6

  • Answering rules

    Ability to enter rules to route calls to main number or other extensions in case of absence

    Category average: 8.6

  • Call screening

    Ability to block numbers or send calls directly to voicemail

    Category average: 8.7

Areas for Improvement

  • Directory of employee names

    Voice directory of all employees for self-service dialing

    Category average: 8.3

  • Call park

    Ability to hold calls in virtual location and subsequently access from any phone in system

    Category average: 8.4

  • Message alerts

    Receive SMS and email message notifications for voice and fax messages

    Category average: 8.4

Who Buys & Uses 8x8 Work

8x8 Work Reviews

What users are saying about 8x8 Work.
View all 8x8 Work reviews

Reliable and intuitive platform

Incentivized
Verified User
Manager in Product Management (1-10 employees)

Use Cases and Deployment Scope

We use 8x8 Work as our primary communication platform for all client interactions and internal business calls. It serves as our main business phone system, allowing us to efficiently manage incoming and outgoing calls, route calls to the appropriate departments, and ensure smooth communication across the organization. The platform helps us separate departments with dedicated extensions and call flows, provides call forwarding to ensure no calls are missed, and supports voicemail management for each team member and department. We also use it to maintain a professional and unified presence for our business line, whether employees are in the office or working remotely.

The main business problems 8x8 addresses for us include:

-Improved client communications through a centralised phone system
-Improved responsiveness with call routing and forwarding features
-Supporting flexibility and remote work by allowing access from any device
-Enhancing organisation and professionalism with voicemail and departmental call handling

Pros

  • call forwarding
  • ring groups
  • business hours and availability
  • remote - work compatible

Cons

  • contact management - updating details across organisation

Return on Investment

  • client responsiveness: centralising all communications—calls, voicemails, and call routing—we’ve reduced missed calls
  • operational efficiency through the ability to automatically identify phone numbers and streamline contact information
  • team productivity: call forwarding and remote access have enabled our staff to work effectively from anywhere, maintaining service levels even during remote work periods

Usability

Other Software Used

Microsoft Teams, Canva, ShareX

8x8 is a great asset to our office

Incentivized
Verified User
Administrator in Professional Services (1-10 employees)

Use Cases and Deployment Scope

I use 8x8 for my direct line, every employee has they own direct line as well as internal extensions for quick access. I am able to track each lines call information several times a day to send out in a report so each employee knows how many call they've made plus the amount of time they have talked.

Pros

  • Extension Summary
  • phone number of each employee
  • quick internal extension numbers

Cons

  • transferring calls internally
  • checking voicemails from my phone
  • ways to delete extensions from the summary

Return on Investment

  • ROI with 8x8 vs. traditional landline is more with 8x8

Usability

Other Software Used

Microsoft 365 Copilot, Adobe Acrobat Sign, ZoomInfo Marketing

Use 8x8 Work for remote working

Incentivized
Matt BrookesView profile
Principle Consultant in Human Resources at Fandango Hospitality (1-10 employees)

Use Cases and Deployment Scope

I use 8x8 Work for my main phoneline. The app works on my mobile and allows me to work anywhere using a London number. I used the app on my Thai phone (Samsung) while working remote in Thailand for 2 years - without any issues. I was even able to set it up from outside the UK and deal with my UK clients from there. The cost was really low and it only took a few hours to provision a number.

Pros

  • Mobile Voip
  • Fast set-up
  • customer service from people not just bots
  • simple to learn message retrieval
  • Low pricepoint
  • fair late-payment procedure (don't cut you off)

Cons

  • It provides everything I need
  • Maybe it could be cheaper

Return on Investment

  • The service allows me to work anywhere
  • I would have no business without the phone number so the ROI is virtually immeasurable

Usability

Other Software Used

Azure SQL Database

Accomplish more than you expect for a lot less money with 8x8 Work

Incentivized
Matt McShane
President in Corporate at Sunflower Bake Shop Inc. (11-50 employees)

Use Cases and Deployment Scope

We use it for our main phone system, IVR (auto attendant), as well as several extensions, fax management, meetings (dont like zoom), and some SMS. without 8x8 Work our calls would just come in without being filtered and not to the correct person we also map calls differently based on schedules, day and time. this allows us to be efficient and professional. We now have a presences that gives us legitimacy. They have the ability to provide very complex workflows for the phone system, all included for the rate, unlike others which you pay for every feature. Great for the small business and robust enough to handle large contact centers. Their customer support was very helpful when we needed them. Once up and running we've never had an issue with their servers, phone audio smooth and full, calls never drop. Great value for the cost, they have different packages that have unlimited long distance to a selection of countries. you can have different packages for different phone lines, which is great as we have some lines that need Asian countries and others just Canada and US which reduces costs.

Pros

  • Routing calls, hold music and/or ads
  • good pricing
  • integrate with CRM

Cons

  • better compatibility with phones, had a bunch of Yealink and couldnt use them. Id like to use them now if they became compatible.
  • more billing options payment methods, like e-transfer etc.
  • easier to use interface, just entering the control panel or billing area (which are separate) can be confusing.

Return on Investment

  • All calls from same central phone system, so calls have our outbound caller ID
  • if employee leaves we have access to all call records

Usability

Alternatives Considered

Vonage Business Communications

Other Software Used

Odoo, Apple Numbers, OneDrive, Google Sheets

8x8 Work For Big and Small Alike

Incentivized
Austin Eliante
CEO in Corporate at Nationwide Payments (51-200 employees)

Use Cases and Deployment Scope

For large and small businesses alike, 8x8 Work creates a feel of professionalism without the need for complicated systems. As a company with staff and agents all over the US we are connected like we are cubicles apart in everything from phone extensions to company chat. Make your large company feel intimate and your small company feel large.

Pros

  • Company chat
  • Phone call records and easy searching
  • Switch between your office line to talking on the go with your cell phone instantly
  • Switch seamlessly between the mobile app to your cell phone for on-the-go contact no matter your level of cell signal

Cons

  • Improving caller ID
  • Integrating Calendly or similar services to not have calls come in when on meetings
  • Integrate work phone SMS to allow users to text from phone and show texts from phone for seamless communication with clients

Return on Investment

  • Starting from scratch with a company of 1 and growing, it helped us grow to up to 80 agents in less than a year just by helping us show the world we were professional
  • Even though I cannot show numbers for this, having group and inter-staff chat has helped save time instead of arduous emails

Usability

Other Software Used

Proposify, Calendly, Zoom Workplace, EspoCRM

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