8×8 Reviews: Insights Into Features, Support, & Reliability

If you’re searching for a unified communications platform that can handle voice, video, messaging, and contact center operations all in one place, you might have 8×8 on your radar. 8×8 is one of the longest-standing UCaaS providers in the market, and it’s known for offering enterprise-grade features at competitive pricing.

While 8×8’s features and its global reach can seem appealing, customer reviews tell a more complicated story. Many users report frustrating experiences with customer support, disputes over billing, and issues with reliability that can disrupt business operations.

So, who is 8×8 right for, and who should look elsewhere?

In this post, we’ll explain how 8×8 works, break down its pricing model, assess the pros and cons, and highlight real customer reviews to help you determine whether 8×8 (or one of its competitors) is the best choice for your business.

What 8×8 Is and How It Works

8×8 is a UCaaS platform that offers voice, video, messaging, and contact center capabilities in a single solution. It allows you to manage all of your organization’s communication channels through cloud-based software.

8×8’s business phone system offers unlimited domestic calling, SMS messaging, and fax, along with three-way calling, availability features, and visual voicemail functionality.

The platform is accessible through desktop and mobile apps, desk phones, and browser clients. This flexibility means your team can stay connected whether they’re working from the office, at home, or on the go.

8×8 markets its platform as an enterprise-grade, global solution with analytics and APIs that can integrate with your existing business tools. It’s designed to replace multiple communication systems with one unified solution, giving you a business phone system, virtual meeting platform, and messaging tool all in one.

Market position

8×8 has been in business since 1987, making it one of the longest-standing UCaaS vendors in the industry. The company competes directly with major players like RingCentral, Nextiva, and Zoom.

8×8 is known for carrying out aggressive expansion and strategic acquisitions over the years. However, its reputation varies significantly by region, and customer experiences can differ dramatically depending on where your business operates. We’ll discuss this more in the next section.

What Reviews Tell Us About 8×8 Features

Customer reviews provide invaluable insight into what it’s really like to use a platform on a day-to-day basis. To get a solid understanding of 8×8’s unique pros and cons, we combed through feedback from platforms like G2, Trustpilot, Capterra, and even forums like Reddit.

Let’s explore what real customers had to say.

Ease of use

Multiple reviewers praised 8×8 for its user-friendly and intuitive setup, which includes simple navigation. Many users liked the platform’s cross-device functionality and mobility, noting that both desktop and mobile apps were useful.

Some reviews, however, indicated that there was a steep learning curve for the more complex CCaaS products, which could impact successful adoption.

Communication experience

The majority of reviews reported that 8×8’s VoIP system had clear voice quality and that its video conferencing was reliable. The platform also has a documented ability to connect globally with multiple devices.

However, there are some complaints of dropped calls or call quality issues. Some users also noted that there were latency issues when switching their status from available to online and that call transferring wasn’t always seamless.

Reliability and performance

Plenty of reviews from long-term customers note stable uptime, which is a good indicator of performance. However, there are also notable reviews and online discussions that report regular dropped calls, availability issues, or app crashes.

Ultimately, reliability is often tied to network quality, which can expose weaknesses in the platform’s overall support. This brings us to our next section.

Customer support

When it comes to 8×8’s assistance, some customers report positive experiences with responsive account managers.

However, a fair number of negative reviews cite concerns like unresponsive support tickets, reps being based offshore, and long wait times. Some users also report being trapped in chatbot loops without the ability to reach human agents.

Features and functionality

8×8 offers a solid feature set that includes functionality like call recording, voicemail, IVR, and analytics. It also has a decent number of integrations with common tools that you may already have in your tech stack.

That said, 8×8’s analytics is considered more limited than newer CCaaS and UCaaS platforms, which can work against larger and support-heavy businesses.

The platform also lacks some AI-driven features, which are becoming more commonplace with tools like Nextiva. With 8×8, these features are available only by upgrading to premier pricing tiers.

Pricing Contracts and Billing Transparency

Understanding the total cost of ownership is critical when evaluating any new tools for your tech stack, including a UCaaS platform. While 8×8’s pricing can seem competitive on paper, customer reviews cited several concerns around the billing experiences.

Pricing model

8×8 offers competitive per-user monthly rates compared with other enterprise-centric platforms, like RingCentral and even Zoom. The company provides varied plans for both UCaaS and CCaaS functionality, allowing businesses to choose the features they need.

However, 8×8’s pricing structure can be unclear. Pricing isn’t disclosed transparently on its site, and some users reported confusion over what’s included in different tiers and what features may be required as add-on costs.

Billing complaints

Trustpilot, in particular, is full of reviews citing disputes around unexpected charges, overbilling, and early termination fees. One customer even claims they were charged $1,400 in early termination fees after the hassle of getting their numbers ported over.

In addition, some users said they didn’t get reminders about upcoming auto-renewals or the end of initial free periods, which could lock customers into multi-year terms. Others reported difficulty in canceling, even within free trial periods.

Value assessment

The competitive pricing and access to most essential VoIP features can make 8×8 attractive for SMBs with global communication needs. However, businesses of all sizes may be frustrated by confusing costs or billing issues, and enterprise companies likely can’t afford inconsistent value delivery.

Administration, Deployment, and Scalability

Beyond features and pricing, you need to consider how easy it is to adopt and use 8×8. This will affect implementation and can ultimately impact long-term scalability potential.

Admin experience

Some users thought the administrative portal was intuitive, while others said they found it confusing or the lack of API access frustrating.

Some reviews also noted that provisioning new numbers and managing queues or workflows often requires support intervention, which can be time-consuming and ultimately impact scalability.

Implementation

The length and complexity of implementation will depend on the size of your business and the system you’re adopting.

If you’re using relatively basic features and have a small team, quick deployment is certainly possible. Larger rollouts, however, may face some integration challenges or delayed onboarding experiences.

Scalability

Based on the reviews we read, 8×8 seems to work well for small and medium businesses as well as for mid-market organizations. The platform is reliable enough for most of their needs.

Enterprise organizations requiring deep customization or global support, however, may struggle to scale efficiently with this platform, especially with reports of needing assistance from support or account managers to add additional lines.

Security Compliance and Trustworthiness

Security shouldn’t be an afterthought when choosing a UCaaS platform for any business, and it’s particularly critical if your business operates in a regulated industry like finance or healthcare.

8×8 protects your organization’s communications with the industry-standard security measures most businesses have come to expect, including:

• TLS/SRTP encryption
• Secure APIs
• Compliance with regulations like HIPAA, GDPR, PCI, SOC2, and NIST

However, obtaining the necessary documentation and assurances to meet TCPA regulatory requirements can be more challenging than anticipated. Some compliance features, like long-term call recording storage, detailed analytics, and specific contact center tools, may also only be available in higher-tier plans.

Summarizing the Review Pros and Cons of 8×8

There are plenty of positive and negative reviews (as well as everything in between). Let’s take a closer look at the most significant pros and cons of 8×8 that you should consider.

The pros

• Plenty of customer reviews note a reliable call quality in many markets.
• The platform offers intuitive cross-device use, which is a major perk for overall usability.
• There are affordable pricing tiers, increasing accessibility for businesses on a tight budget.
• You can unify UCaaS and CCaaS features in a single platform.

The cons

• Multiple reviews document a history of poor customer support experiences.
• There may be opaque billing or contract terms, which can lead to frustrating cancellation or renewal processes.
• Plenty of reviews note frequent glitches and dropped calls, impacting call quality and potentially the business’s reputation.
• The platform offers more limited analytics and AI features compared with other competitors.

Who 8×8 Is Best For

Despite some of the challenges, 8×8 can be a good solution for certain types of businesses. Let’s look at who might benefit most from choosing this platform.

SMBs with remote teams

8×8 is largely praised for its affordability and global mobility features. As a result, it’s a good option for small and medium businesses that have distributed teams.

If your team works across different locations and needs consistent access to a unified communication tool, 8×8’s uptime and cross-device functionality can work well.

Organizations needing unified UCaaS + CCaaS

If you’re looking to combine voice, video, chat, and potentially contact center operations into a single platform, 8×8’s unified approach can be a good choice. You won’t need to manage multiple vendors, so this may be a good option for businesses that want to simplify their tech stack.

Who Should Consider Alternatives

While 8×8 works for some businesses, many organizations will likely want to consider other options. Let’s examine who should look elsewhere.

Enterprises requiring predictable billing

Enterprise companies and call centers that require predictable billing may want to consider an 8×8 competitor.

If your business needs clear, transparent pricing without surprise charges or aggressive auto-renewal practices, 8×8’s billing history should give you pause. The numerous complaints about unexpected fees and difficult cancellation processes make it a risky choice for organizations needing predictable budgets.

Companies prioritizing support quality

Inconsistent customer service is a deal-breaker for businesses that rely on their phone system for critical operations. You don’t want to worry about whether you’ll be able to get the help you need during an outage.

If downtime or technical issues could directly impact revenue or customer satisfaction, the widespread reports of poor support make 8×8 a questionable investment.

Teams needing deep analytics and AI

Organizations that need to optimize agent performance or analyze customer sentiment will likely be disappointed by 8×8’s limited analytics.

If advanced analytics, AI-driven insights, or sophisticated reporting are important to your business, 8×8 probably isn’t the tool for you. The platform’s reporting capabilities lag behind competitors like NICE and Nextiva.

Top Alternatives to 8×8

8×8 is a solid platform, but it isn’t the right choice for every business. If you’re considering an alternative, let’s look at the top 8×8 competitors that may be better suited for your business.

Nextiva: The best overall alternative

Nextiva is the best overall alternative to 8×8, offering a comprehensive UCaaS and CCaaS platform that prioritizes reliability, functionality, and customer support.

Standout features include:

• Clear, transparent pricing with no hidden fees or surprise charges
• An award-winning 24/7 support team based in the United States
• All-in-one UCaaS and CCaaS platform with 99.999% uptime as a VoIP service provider
• Exceptional call quality that businesses can rely on
• Advanced, real-time analytics and AI-powered features for optimizing performance
• A user-friendly and scalable solution that grows with businesses
• Complete CRM integrations with platforms like Salesforce and HubSpot for full 360-degree customer visibility
• A VoIP solution that includes essential features like auto attendants, intelligent call routing, customizable ring groups, and IVR
• Cloud-based collaboration-centric features, including team messaging, video meetings, and integrations with tools like Microsoft Teams

Unlike 8×8, Nextiva’s customer support consistently receives high marks, and the platform’s billing practices are straightforward and transparent. It’s a scalable solution that works for businesses from SMBs to large enterprises and everything in between.

RingCentral

RingCentral is a widely recognized UCaaS and VoIP provider that’s popular among some enterprise organizations. Its VoIP phone service is reliable and has solid global reach.

Some standout features include:

• Customizable workflows and call navigation paths
• Phone call monitoring capabilities for coaching opportunities
• AI features like note-taking, receptionists, and SMS text message generation
• Softphone features like call queues, toll-free phone numbers, and call forwarding

RingCentral’s pricing isn’t the most transparent or the most cost-effective, requiring custom quotes from a sales team, so some businesses may want to consider other tools like Nextiva instead.

Not sure if it’s right for you? Check out the top RingCentral alternatives.

Zoom Phone

Zoom Phone is a simple, affordable telephony and VoIP system that integrates seamlessly with Zoom’s video conferencing platform. It’s particularly appealing for brands already using Zoom for meetings and those who want straightforward VoIP phone capabilities.

Top features include:

• Native integration with Zoom Meetings and Team Chat for unified business communications
• A user-friendly dashboard and intuitive interface that your team may already be familiar with
• Flexible call routing options and voicemail-to-email transcription
• Desktop apps and mobile apps (for both iOS and Android) that have strong customer reviews

Businesses needing more complex features may want to consider advanced UCaaS or CaaS solutions instead. Check out the top Zoom Phone alternatives for some inspiration.

Dialpad

Dialpad is another AI-driven UCaaS platform that stresses voice intelligence and real-time insights.

Some of the platform’s key features include:

• Real-time transcription and AI-powered call summaries
• Sentiment analysis that can help you understand complex customer emotions and nuance during conversations
• Voice intelligence to identify trends and provide performance coaching recommendations
• Integrations with popular CRM and helpdesk platforms like Salesforce and Zendesk

Dialpad’s pricing is competitive, but it has a lengthier implementation process and may be too complex for some organizations. If that’s the case, check out these Dialpad alternatives.

Buyer Checklist and Evaluation Questions

Ready to choose a UCaaS platform and want to make sure you’re picking the right solution for your business? This buyer checklist — complete with evaluation questions — will help you ensure that you’re choosing a platform that works for you.

Pilot plan

During your initial pilot plan period, make sure you check that the platform works as expected. You should:

• Test call quality in all of your target regions.
• Monitor overall reliability in terms of both call quality and service uptime.
• Validate admin portal usability for both technical and non-technical users.
• Confirm cancellation and renewal terms, and ideally get them in writing.

Vendor questions

When speaking to different sales teams and getting demos, asking the right questions can provide clarity. These are some of the most important questions to ask:

• Which specific features are included in each plan, and are there usage limits or other restrictions?
• How do auto-renewals work, and what are the cancellation requirements?
• What service level agreements (SLAs) are guaranteed for support?

Red flags

When evaluating third-party review sites and discussion forums, look for those glaring red flags that mean it’s a good idea to consider other providers. These include:

• Reports of overbilling, difficult cancellation of products, or drawn-out billing disputes
• Unreliable or offshore-only support, especially during critical incidents when you need expert assistance or tech support urgently
• Features that require paid upgrades or that come as add-ons when they’re marketed as included with the base solution

What Our Analysis of 8×8 Reviews Shows

8×8’s service can deliver affordability, cross-device ease, and reliability for many small and mid-market teams. It’s a solid option if you fit within those demographics. It may be a cost-effective entry point for SMBs that are interested in a UCaaS system, for example.

However, widespread reviews across multiple platforms show recurring frustrations with support, issues with billing, and potential limitations that can impact scalability.

As a result, businesses seeking reliable uptime, more transparent pricing without the risk of billing issues, and world-class support should consider other options. For overall reliability in both service and support, Nextiva is the smarter and safer choice.

Looking for a UCaaS platform that will scale alongside your business? Discover why Nextiva’s UCaaS platform may be right for you.