In today’s interconnected business environment, selecting the right Voice over Internet Protocol (VoIP) provider is crucial for maintaining efficient communication channels both internally and with customers. 8×8 VoIP review has established itself as a significant player in the cloud communications market, offering a comprehensive suite of VoIP services designed to enhance business communications.
This review provides an in-depth analysis of 8×8’s VoIP solutions, examining their features, pricing structure, performance metrics, and overall value proposition. Whether you’re a small business looking to upgrade your phone system or a large enterprise seeking a unified communications platform, this 8×8 VoIP review will help you determine if 8×8 is the right fit for your specific needs in 2025.
Company Overview
Founded in 1987 by Dr. Chi-Shin Wang and Dr. Y.W. Sing, 8×8, Inc. has evolved from its origins as a Silicon Valley tech startup (initially named Integrated Information Technology, Inc.) to become a global leader in cloud communications. The company rebranded to 8×8 in the mid-1990s and has since expanded its service offerings through strategic acquisitions, including the purchase of Jitsi in 2018, which significantly enhanced its video conferencing capabilities.
Today, 8×8 maintains a substantial global footprint with offices across the United States, United Kingdom, Romania, Australia, Singapore, and Portugal. The company serves over 51,000 organizations worldwide, supporting more than 1 million users across 157 countries, positioning it as one of the more established providers in the VoIP and unified communications space.
Core Features and Services
8×8’s cloud communications platform encompasses a wide range of features designed to streamline business operations:
Voice Communication
- HD voice quality calling
- Auto-attendant and IVR (Interactive Voice Response)
- Call recording and analytics
- Voicemail to email transcription
- Hot desking capabilities
- Call queuing and routing options
Video Conferencing
- HD video meetings supporting up to 500 participants
- Screen sharing and collaborative tools
- Meeting recording and cloud storage
- Virtual backgrounds and meeting transcription
- Integrated chat functionality during video sessions
Team Messaging
- Channel-based workspaces
- Direct messaging capabilities
- File sharing and search functionality
- Integration with third-party apps
- Presence indicators and status updates
Contact Center Features
- Omnichannel routing (voice, email, chat, SMS)
- Interactive analytics and reporting
- Quality management tools
- CRM integration capabilities
- AI-powered features (in premium tiers)
Additional Capabilities
- International calling to up to 48 countries (plan-dependent)
- Mobile applications for iOS and Android
- Browser-based access without downloads
- Fax and SMS messaging
Pricing Plans and Value
8×8 structures its pricing in tiered plans to accommodate businesses of varying sizes and needs. Based on insights from this 8×8 VoIP review, here’s an overview of the available plans:
X1 Plan
- Price: Approximately $15 per user per month
- Features: Basic voice calling features and Microsoft Teams integration
- Best For: Small businesses with basic communication needs
X2 Plan
- Price: Around $25 per user per month
- Features: Adds faxing, texting, video meetings (up to 500 participants), unlimited calling to 14 countries, and 30-day call recording storage
- Best For: Growing businesses requiring more robust communication tools
X4 Plan
- Price: About $45 per user per month
- Features: Advanced analytics, unlimited calling to 48 countries, call monitoring tools (barging, monitoring, whispering), and 130-day call recording retention
- Best For: Larger businesses with international calling needs and advanced supervisory requirements
Additional Considerations
- Premium AI features may require additional subscription costs
- Volume discounts may be available for larger deployments
- Custom enterprise pricing is available for large organizations
While 8×8’s pricing is competitive within the market, some users have noted that costs can increase significantly when adding advanced features or scaling up services. It’s advisable to conduct a thorough needs assessment before committing to ensure you’re not overpaying for unused functionality.
Performance and Reliability
The reliability of any VoIP system is paramount for business operations. 8×8 offers a 99.999% uptime Service Level Agreement (SLA) for both its Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platforms, translating to less than 5.26 minutes of downtime per year.
Call Quality Management
8×8 provides real-time call quality monitoring through its Analytics for 8×8 Work platform. This tool allows businesses to:
- Track call quality metrics in real-time
- Generate detailed quality reports
- Identify and address potential issues proactively
- Analyze call quality trends over time
While the majority of users report satisfactory call quality, some reviews mention occasional issues with call clarity and reliability. These concerns are typically addressed through 8×8’s call quality management tools, which help identify and resolve network-related problems that might affect performance.
Security and Compliance
In an era of increasing cyber threats and stringent data protection regulations, 8×8’s security framework includes:
- TLS and SRTP encryption for all communications
- Role-based access controls
- Single sign-on (SSO) capabilities
- Fraud detection systems
- Regular security audits
Compliance Certifications
8×8 maintains compliance with various industry standards and regulations:
- HIPAA (Healthcare Insurance Portability and Accountability Act)
- GDPR (General Data Protection Regulation)
- SOC 2 Type II certification
- ISO/IEC 27001:2013 certification
These certifications make 8×8 a viable option for organizations in regulated industries with strict data protection requirements.
Integration Capabilities
One of 8×8’s significant strengths is its ability to integrate seamlessly with various business applications, enhancing workflow efficiency. Notable integrations include:
CRM Systems
- Salesforce
- Microsoft Dynamics
- Zendesk
- HubSpot
- Zoho CRM
Productivity Tools
- Microsoft 365
- Google Workspace
- Slack
- Microsoft Teams
Industry-Specific Applications
- ServiceNow
- NetSuite
- Bullhorn
These integrations allow for automated call logging, enhanced contact management, and streamlined workflows, reducing manual data entry and improving overall productivity.
Customer Support
8×8 offers 24/7/365 customer support through multiple channels:
- Live phone support
- Email assistance
- Online chat
- Knowledge base with extensive documentation
- Community forums
The company has received recognition for its customer experience, including awards from CRN, TrustRadius, and Software Advice in 2023. However, some users report varying satisfaction levels with support quality, suggesting that support experiences might not be consistent across all customer interactions.
Strengths
Scalability
8×8’s cloud-based solutions are designed to accommodate business growth without requiring significant infrastructure investments. This scalability has been demonstrated by numerous case studies, including a U.S. commercial insurance provider that expanded into 22 states within 24 months using 8×8’s omnichannel telephony solution, supporting 1,000 employees across 10 states.
Comprehensive Communication Platform
The unified nature of 8×8’s platform eliminates the need for multiple vendors and simplifies management. By providing voice, video, chat, and contact center services on a single platform, 8×8 streamlines communication processes and reduces administrative overhead.
Advanced Analytics
8×8’s analytics tools provide valuable insights into communication patterns, helping businesses optimize resource allocation and improve customer experiences. These capabilities are particularly beneficial for contact centers and sales teams that rely heavily on communication metrics.
Global Reach
With data centers strategically located worldwide and support for unlimited calling to up to 48 countries (depending on the plan), 8×8 is well-suited for businesses with international operations or clients.
Mobile Accessibility
8×8’s mobile applications ensure that teams remain connected regardless of location, supporting the growing trend toward remote and hybrid work environments.
Weaknesses
Pricing Transparency
Some users report challenges with understanding the full cost implications of 8×8’s services, particularly when adding advanced features or scaling up. More transparent pricing information could help potential customers better assess the total cost of ownership.
Feature Accessibility
Certain advanced features, particularly AI-powered tools like real-time call transcription and sentiment analysis, are not included in base plans and require additional subscriptions, potentially increasing costs for businesses that need these capabilities.
Mobile App Performance
While the mobile application offers robust functionality, some users report occasional stability issues and user interface challenges that can impact the mobile experience.
Learning Curve
The comprehensive nature of 8×8’s platform can result in a steeper learning curve for new users, particularly those transitioning from traditional phone systems. More intuitive user interfaces and enhanced onboarding processes could help address this challenge.
User Feedback and Case Studies
Positive Experiences
An online retailer reported improved customer experience and operational efficiency after migrating to 8×8’s cloud solution, as highlighted in this 8×8 VoIP review. The implementation eliminated capacity constraints and reduced costs while providing better scalability for seasonal demand fluctuations.
MOBI, a mobility management platform, integrated 8×8’s contact center solution to streamline operations and improve customer service. The implementation resulted in enhanced call routing, reduced wait times, and improved first-call resolution rates, as noted in several 8×8 VoIP reviews.
Common Praise Points
- Exceptional call and video quality
- Ease of use for day-to-day operations
- Responsive customer support
- Comprehensive feature set including call recording and analytics
- Reliable service with minimal downtime
Areas for Improvement
- Mobile app stability and performance
- Additional costs for advanced AI features
- Support responsiveness during peak hours
- Clearer documentation for complex features
Comparison with Competitors
8×8 VoIP reviews often compare it to competitors like RingCentral and Nextiva:
vs. RingCentral
- Pricing: Similar tier structure, though RingCentral’s Core plan (starting at $30 per user per month) includes some AI features and video conferencing for up to 100 participants at a price point between 8×8’s X1 and X2 plans
- International Calling: 8×8’s X4 plan offers more extensive international coverage
- Integrations: Both offer robust integration capabilities with slight variations in supported platforms
vs. Nextiva
- Ease of Use: Nextiva is often cited as having a more intuitive interface
- Analytics: 8×8 offers more comprehensive analytics tools
- Support: Both provide 24/7 support, with varying quality reports from users
vs. Dialpad
- AI Capabilities: Dialpad includes more AI features in base plans
- Video Conferencing: 8×8 supports larger meeting participant counts
- Pricing: 8×8 tends to be more expensive but offers more comprehensive features
Who Should Choose 8×8?
Based on this 8×8 VoIP review, 8×8’s VoIP solutions are particularly well-suited for:
Small to Medium-Sized Businesses
Organizations looking for a comprehensive communication solution with room to grow will appreciate 8×8’s scalability and feature set.
Businesses with International Operations
Companies with global clients or offices benefit from 8×8’s extensive international calling capabilities and global infrastructure.
Organizations Requiring Advanced Analytics
Businesses that rely heavily on communication metrics for decision-making will benefit from 8×8’s robust analytics tools.
Industries with Specific Requirements
Sectors such as healthcare (requiring HIPAA compliance), retail (needing seasonal scalability), and customer service (benefiting from advanced contact center features) find 8×8’s specialized capabilities particularly valuable.
Final Verdict
Based on this 8×8 VoIP review, 8×8 delivers a robust, feature-rich communications platform that addresses the diverse needs of modern businesses. With its comprehensive unified communications offerings, strong reliability metrics, and extensive integration capabilities, it represents a solid choice for organizations seeking to enhance their communication infrastructure.
The platform’s strengths in scalability, global reach, and advanced analytics make it particularly suitable for growing businesses with international operations. However, potential customers should carefully evaluate their specific needs and budget constraints, as costs can increase significantly when adding premium features or scaling up services.
For businesses prioritizing a unified approach to communication, 8×8 VoIP review suggests that 8×8 presents a compelling value proposition in the crowded VoIP and unified communications market.
Frequently Asked Questions
Q: Does 8×8 require special hardware?
A: No, 8×8 is a cloud-based solution that works with standard devices. While 8×8 does offer desk phones optimized for their service, you can use existing computers, smartphones, or SIP-compatible desk phones.
Q: Can I keep my existing phone numbers when switching to 8×8?
A: Yes, 8×8 supports number porting, allowing businesses to maintain their existing phone numbers when transitioning to their service.
Q: How difficult is it to implement 8×8 across my organization?
A: Implementation complexity varies based on organization size and requirements. 8×8 provides implementation support and resources to facilitate the transition, but larger organizations with complex needs may require more extensive planning and preparation.
Q: Does 8×8 work well for remote teams?
A: Yes, 8×8’s cloud-based platform is well-suited for remote and hybrid work environments, offering mobile applications, browser-based access, and collaboration tools designed to support distributed teams.
Q: What happens if my internet connection fails?
A: 8×8 offers continuity features like call forwarding to mobile devices and failover options to help maintain communication capabilities during internet outages. Additionally, their mobile application can function on cellular networks when Wi-Fi is unavailable.
Q: Is 8×8 suitable for contact centers?
A: Yes, 8×8’s contact center solution includes features specifically designed for customer service operations, including omnichannel routing, interactive analytics, quality management tools, and CRM integrations.