8×8 is an experience communications as a service (XCaaS) platform that prioritizes customer experience and team collaboration through business phone and contact center plans. After reviewing 8×8, I was impressed by its commitment to offering advanced features like automation and artificial intelligence within a cloud-based platform.
In this 8×8 review, the platform scored perfect in general features and customer service, thanks to its unified communication tools and 24/7 availability in support channels. However, it scored lower in ease of use and pricing because of the slight learning curve and the need for more transparent plans and pricing.
Overall, our goal is to serve as an authoritative source of information for small businesses. To write this editorial review, I used our six-part evaluation criteria to assess the platform’s pricing, features, and ease of use. I also incorporated user reviews and my experience with the service to calculate an expert score. To learn more about how I evaluated 8×8, visit the methodology section.
8×8 Review: At a Glance
Pros
- Unmetered international calling to 14, 32, or 48 countries on X series plans
- Team collaboration with internal messaging and conference calls
- Call activity analytics across plans
- Mix and match plans for different user requirements
Cons
- No transparent pricing for its plans on its website
- Limited integrations compared with other providers
- Lacks toll-free minutes
- Difficult to choose plans and products without sales assistance
Deciding Factors
Best For |
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Standout Features |
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Annual or Volume Discounts Available |
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Key Integrations |
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Customer Service |
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- International calling: Its unmetered calls to 14, 32, or 48 countries make it the top voice-over-internet-protocol (VoIP) service for overseas calling.
- Unified communication features: 8×8 offers HD audio and video calling, chat, and messaging to provide a full suite of communication tools for team collaboration and customer support.
- Scalable contact center: 8×8 offers a cloud contact center platform with advanced features like call monitoring, supervisor analytics, and essential and intelligent IVR solutions.
- Compliance requirements: 8×8 maintains various industry-leading security and compliance certifications set by regulatory agencies, such as HIPAA Health Insurance Portability and Accountability Act for healthcare professionals and PCI-DSS Payment Card Industry Data Security Standard for secure payment processing.
- Collaborative videoconferencing: Although 8×8 offers videoconferencing services, meetings can only host up to 500 participants. In contrast, Nextiva offers unlimited audio and videoconferencing. Read our Nextiva review to learn more about the platform’s offerings.
- Virtual phone system: Solopreneurs and small teams should visit Ooma for simple VoIP features and affordable plans. Compare the two with our 8×8 vs Ooma review.
- Third-party integrations: 8×8 has approximately 70 integrations, far less than Zoom’s over 1,000 third-party solutions. Read our Zoom review for more details.
8×8 Alternatives
While 8×8 meets various business communication needs, subscriptions don’t come with toll-free minutes, and upper-tier plans could be too expensive for small teams. Consider the providers below, or read our list of 8×8 alternatives.
Providers |  |  |  |
|---|---|---|---|
Best For | Businesses that need a centralized platform for team collaboration and customer engagement | Solopreneurs and small teams looking for a cost-effective VoIP service | Distributed teams that require international calling and unified communications |
Monthly Starting Price (per user) | $25 | $19.95 | $10 |
Learn More |
8×8 received a 4 out of 5 for pricing and plans because it does not offer a free plan but provides mix-and-match plans based on your needs. There are two tiers of calling for business phone systems and three tiers of calling for contact centers. The Business Communications phone plans suit small businesses needing unified communication services, while the Contact Center plans are best for supervising agents and monitoring calls.
Business Communications
8×8 offers a business phone system with high scalability, mobility, and support. It is best for small teams and companies with high international and conference call volumes. According to the sales team, each plan includes at least a 4% annual discount, with the X2 plan offering a yearly price of $24/user/month. 8×8 also offers regular promotions, so you can contact a sales representative to learn more about the pricing and features.
Pricing and Plans | X2 | X4 |
|---|---|---|
Best for | Businesses looking for unmetered international calling to 14 countries | Supervisors needing advanced call handling and analytics tools |
$25 | $45 | |
Annual Discounts | ✓ | ✓ |
Unlimited Global Calling | 14 countries | 48 countries |
HD Audio & Video Calling | ✓ | ✓ |
Media Storage Retention | 30 days | 130 days |
Call Activity Analytics | ✓ | ✓ |
Supervisor Analytics | ✕ | ✓ |
Call Monitoring | ✕ | ✓ |
Contact Center
8×8 Contact Center plans start at $85/user/month for single channel support and increase to $140/user/month for an AI contact center with omnichannel support. Depending on your service, there is a one-time set-up fee of $1,500 for implementation and deployment. However, you can contact a sales representative for more information on custom call center plans and discounts.
Pricing and Plans | X6 | X7 | X8 |
|---|---|---|---|
Best for | Single-channel contact centers | Omnichannel contact center support | Advanced contact center analytics |
$85 | $110 | $140 | |
Annual & Volume Discounts | ✓ | ✓ | ✓ |
Reporting & Analytics | ✓ | ✓ | ✓ |
Skills-based Routing | ✓ | ✓ | ✓ |
Support Channels | Voice support | Omnichannel support (voice, chat, emails, SMS, social media, and messaging apps) | Omnichannel support (voice, chat, emails, SMS, social media, and messaging apps) |
99.999% SLA Uptime | ✓ | ✓ | ✓ |
Autodialer | ✕ | ✓ | ✓ |
Cobrowsing Assistance | ✕ | ✓ | ✓ |
Add-ons
8×8 has robust features that enable teams to communicate and collaborate on multiple channels. In addition to the standard features available on the contact center plans, 8×8 offers several additional features for more efficient call management and agent support.
- Autodialer: One way to make it easier for agents to make calls is through an autodialer. 8×8 offers preview, progressive, and predictive dialers to automatically make calls based on specific conditions. While this feature is an add-on for the X6 and X7 plans, it is included in the X8 contact center plan.
- Speech analytics: 8×8 offers quality management tools for business and contact center plans, such as speech and sentiment analysis. These tools can classify interactions and provide feedback on calls to reduce risks and improve agent response.
- 8×8 Secure Pay: For businesses that need to process payments over the phone, 8×8 complies with Payment Card Industry Data Security Standards (PCI DSS) Level 1. Therefore, agents can easily and securely collect payment details without using multiple platforms.
- Intelligent interactive voice response (IIVR): In addition to the intuitive interactive voice response (IVR) systems available across plans, the IIVR uses artificial intelligence to create more engaging self-service systems for clients and customers.
- 8×8 Voice for Microsoft Teams integration: Businesses currently using Microsoft Teams for their workspace management and communication needs would benefit from an 8×8 plan because the platform seamlessly integrates with Microsoft 365.
8×8 received a perfect score for this category as it offers all the standard VoIP features for routing callers, transferring calls, and handling high call volumes. Users can also access unified communication capabilities like HD videoconferencing, screen sharing, team messaging, and cloud recordings.
With the 8×8 Work app installed, users get a unified experience for both mobile and desktop. In addition to the unified communication features, 8×8 also offers unlimited users and voice calling with access to detailed call analytics. Click on each feature below to learn more about 8×8’s business phone offerings:
8×8 provides various call-handling features, including call forwarding, transfers, and ring groups. These tools allow agents or auto-attendants to guide customers through their call journey. In addition to call routing, call queues and waiting can place customers on hold while music plays in the background.
Calls can also be routed to voicemail boxes to take messages, where messages are recorded and transcribed for easier delivery.
The business chat features enable team members to communicate one-on-one and in groups. Using the 8×8 Work app, you can access a company directory to contact colleagues, send files, or start a video or voice call for seamless communication. Depending on your workspace needs, you can also make chat groups private or public. However, this feature only allows for communication between 8×8 users.
Send direct messages to team members with the 8×8 Work app. (Source: 8×8)
A multilevel auto-attendant acts as an automated receptionist within a phone system, guiding callers through a series of menu options by listening to prerecorded greetings and responses. With 8×8, you can use the configuration manager to set up multiple auto-attendants and menus, incorporating specific rules and conditions to route calls throughout your business phone system.
8×8 provides high-definition audioconferencing and videoconferencing for up to 500 participants with no limitations on meeting duration and digital whiteboards for team collaboration. You can transform meetings into live YouTube broadcasts, making it easier to host events, while meeting moderation settings help manage attendees and dial-ins during private calls. Additionally, the conference calls include security features like end-to-end encryption, call recording, and cloud storage.
Schedule virtual meetings with the videoconferencing features. (Source: 8×8)
8×8 scored 4.5 out of 5 for its niche features because some artificial intelligence features and integrations require additional fees. Compared with the business phone plan, most of 8×8’s advanced features are included in the contact center plans. Specifically, these plans focus on providing reporting, analytics, and artificial intelligence features that are beneficial for managing high call volumes and supervising agents.
Click on each feature below to learn more about 8×8’s top niche offerings:
Call Analytics & Monitoring
8×8 provides a variety of summaries, detailed reports, and dashboards that deliver valuable insights for ensuring reliable service, forecasting call volumes, and improving agent performance. Supervisors can access these call monitoring and reporting features through a workspace, which allows them to gain instant visibility into internal and external call activities.
Monitor agents and call activity with the supervisor workspace. (Source: 8×8)
8×8 Engage
8×8 Engage is a product line that integrates 8×8’s contact center and unified communication services with automation and artificial intelligence features to enhance customer experience. For example, Conversation IQ transcribes voice conversations and tracks keywords and phrases to understand customers’ sentiments and measure employee empathy. Additionally, 8×8 offers AI call center features, including automated workflows, intelligent call routing, chatbots, and intelligent IVR systems.
Integrations
8×8 integrates with at least 70 third-party applications, including customer relationship management (CRM), productivity, security, and workforce management platforms. For example, 8×8 offers a Microsoft Teams integration add-on, making incorporating your Microsoft workspace into the phone system easier. If you want to integrate 8×8’s communication services into other workspace tools, 8×8 offers a developer hub with API references and guides.
8×8 uses cloud-based connectors to integrate with Microsoft Teams. (Source: 8×8)
8×8 stands out for its customer service because it offers 24/7 expert support in 90 countries through all its support channels, including phone, live chat, and email. A service portal also allows users to fill out a case form to submit a support request. If you want to seek answers independently, 8×8 has a comprehensive knowledge base that offers an AI-powered virtual assistant called Otto.
Click the chat button on the 8×8 website to receive assistance from Otto, the virtual assistant. (Source: 8×8)
We gave 8×8 a score of 3.69 out of 5 for its ease of use, as most users faced a slight learning curve when navigating its platform. Some have difficulties setting up text messaging campaigns, while others have problems working with technical support to access advanced features.
Although 8×8 is fast and easy to set up, training and technical knowledge are required to use its capabilities thoroughly. For example, some users in 8×8 reviews critiqued the phone hardware. Not all hardware works with 8×8’s phone system, so check if your current business phones are compatible to avoid system configuration issues.
Despite these limitations, many users appreciate 8×8’s offerings, such as its omnichannel platform, call routing capabilities, and data security features. Across third-party user review platforms, 8×8 has maintained high scores and is recognized by the Gartner® Magic Quadrant report for its contact center as a service (CCaaS) solutions.
- Gartner: 4.3 out of 5 based on 218 reviews
- GetApp: 4 out of 5 based on 301 reviews
- TrustRadius: 8.6 out of 10 based on 777 reviews
For our expert score, 8×8 earned 4.06 out of 5 because some areas still need improvement, such as pricing, access to advanced features, and ease of use. Although 8×8 previously offered transparent pricing on its website, the current platform only allows you to receive pricing information after contacting a sales associate. This lack of transparency makes it more difficult for busy small business owners to compare plans and pricing.
8×8 also offers mix-and-match plans and products that allow users to select which features and services are best for their business. While this strategy can benefit small businesses with more complex needs, combining different plans and adding individual services can make choosing the right plan more challenging and sometimes more expensive.
Therefore, the tabs below provide an overview of 8×8’s products and services and their best uses to assist with this decision-making process.
8×8 Work allows users to access their plan’s unified communication features via mobile application and web browser. These features include messaging, calling, faxing, and video meetings for simpler team collaboration and internal communication. By accessing the work apps on the business phone plans, you also have access to advanced call analytics, which makes it easier to troubleshoot any potential issues with call quality.
8×8 Connect (or CPaaS—communication platform as a service) is a no-code platform best suited for businesses looking to improve customer engagement with omnichannel support. Specifically, this product uses 8×8’s APIs to provide real-time communication with clients and customers using SMS, voice, messaging apps, and video integrations.
8×8 Engage is best for businesses that need an advanced, AI-powered contact center. This product goes beyond the standard contact center features, like call forwarding, transfers, and IVRs. It integrates with third-party applications and uses artificial intelligence for customer-focused call management. The intuitive interface also visually maps customer journeys and call flows, enhancing customer experience.
8×8 Frontdesk is a desktop application designed for receptionists and operators to help manage calls, voicemails, and chat sessions and route calls to the appropriate contacts within the company. Its full-screen operator panel offers a complete view of the company-wide directory, including access to multiple call-handling capabilities. This allows you to facilitate faster call connection during high volumes of calls.
8×8 offers a variety of contact center solutions and plans for single-channel and omnichannel customer support. Whether routing calls through agents or a self-service system, the contact center provides multiple features that support agents and enhance customer experience. For example, the contact center plans include dedicated workspaces for agents and supervisors, detailed call analytics, and workforce engagement tools.
8×8 is one of many providers that have partnered with Microsoft Teams to deliver business phone and contact center solutions. Specifically, it offers integrations with Microsoft 365 products, making it an excellent choice for businesses that use Microsoft for communication, collaboration, and employee management.
How We Evaluated 8×8
To write this 8×8 review, I considered six critical factors: pricing, general features, niche features, customer service, ease of use, and expert score. Click on the tabs below to see how I evaluated 8×8 against other unified communications platforms.
20% of Overall Score
Cost is an essential consideration for businesses with budget constraints. With that in mind, I researched the availability of a free plan and volume-based discounts. Although 8×8 offers a variety of cost-effective plans, its website lacks transparent pricing, so contact an account executive for more pricing information and guidance on choosing the best plan for your business.
25% of Overall Score
I looked at features essential to users when choosing unified communications as a service (UCaaS) providers. These include unlimited domestic calls, videoconferencing or audioconferencing, and mobile apps. 8×8 received a perfect score for including standard business phone features on the base plan.
20% of Overall Score
I looked at advanced features that make 8×8 stand out from other providers. Specifically, I checked for features like integrations, international calling, and business phone numbers offered on 8×8’s base X series plans.
10% of Overall Score
I evaluated online demos and reviews to assess 8×8’s ease of use. I also read users’ feedback about its interface and analyzed the technical skills required for small business owners, agents, and supervisors to set up and operate its platform. 8×8 received lower scores because of recurring issues with hardware compatibility and accessing business phone features.
10% of Overall Score
I reviewed 8×8’s ability to provide timely and adequate customer support. 8×8 received a perfect score for offering 24/7 service hours, live chat, voice channel, and email support.
15% of Overall Score
I investigated 8×8 reviews on third-party software sites to see how popular it is to other users and what they think about its ease of use. I also added my perspective on essential features and the value for money while providing additional guidance on the different products and services offered on the site.
Frequently Asked Questions (FAQs)
According to the sales team, 8×8’s X2 business phone plan starts at $25/user/month without the annual discount and $24/user/month with the discount. The provider also offers plans at different prices depending on your business needs. However, 8×8 does not include its prices on the website, so you must contact a sales representative for more information about pricing and which plan is best for you.
8×8 is an excellent choice for businesses seeking a cloud-based phone system with unified communication or contact center capabilities. Compared with other VoIP providers, 8×8 offers unlimited international calling, advanced analytics, and complex call management and monitoring for business owners, agents, and supervisors. By focusing on providing the best customer experience, 8×8 also stands out for its 24/7 customer support and positive user reviews.
Yes, 8×8 does offer business phone numbers. Specifically, 8×8 provides toll-free, international, and regular phone numbers that you can claim. Additionally, you can request vanity phone numbers, like 1-800-BUY-MORE, to help your business stand out to potential customers. Simply use the admin console to claim a phone number and assign it to users.
Yes, 8×8 provides call recording and storage options across plans. You can use the online dashboard to set calls to “always record” or choose “on-demand recording” to record specific calls only. The recordings are then uploaded to the cloud storage system for easy access and archiving.
Bottom Line
8×8 provides a robust unified communications platform that enables users to keep in touch via chat, voice, or video. It also comes with advanced analytics capabilities, allowing businesses to analyze the full spectrum of customer interactions. The unlimited international calling in X series plans also makes it one of the best providers for communicating with global clients and customers. To learn more about 8×8’s products and plans, contact a sales representative to receive a free quote.