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8×8 Inc

8×8 Inc

Website

Location

2125 O’Nel Dr. San Jose, CA 95131

Year Founded

1987

BBB Rating

A+

Company Description

8×8 Inc. is a US communications technology company that provides VoIP service providers within the country. Services include cloud-based voice, call center, video, mobile, and unified communications solutions for medium to enterprise-sized businesses and distributed enterprise customers.

Size of business served

Any size company can benefit from 8×8’s comprehensive business phone service, from small businesses seeking to expand to mid-market companies looking for a way to unify communications. Enterprise businesses can benefit from expanded options such as virtual contact centers.

Service plans

8×8 offers either a 1-2 year contract or a month to month option. The business phone service plans include two options: Virtual Office and Virtual Office Pro.

Both plans include

  • unlimited calling,
  • mobile apps,
  • auto attendant,
  • ring groups,
  • conference bridges,
  • SMS and chat options.
  • US based support
  • Salesforce, NetSuite and Zendesk integration

Virtual Office Pro adds

  • fax options
  • call recording
  • web conferencing with video

Both plans are customizable. Either plan can be set up with an unlimited, metered, or global extension service plan. The first option allows unlimited outbound calls to the US, Canada and eight more countries, unlimited network calling worldwide to other 8×8 users, business class voicemail and a direct inbound dial number.

The metered connection option allows unlimited inbound and network calls, plus 250 minutes per month outbound to the US and Canada and a 2.9 cent per minute rate thereafter. The global extension adds unlimited calls to a total of 35 additional select international locations.

Plans can be easily scaled up or down depending on the customer’s need. Plans can be canceled with no penalties when on the month-to-month plan; termination fees and other charges may apply if a 1-2 year contract is broken.

Existing phone numbers can usually be transferred to 8×8 at no additional charge, with service staying unbroken and the process completing within 10 days. Installations can be completed swiftly online in the case of a move or the opening of a new location, meaning the service is already running when the new location opens.

Equipment

Besides built in softphone capability, 8×8 can support a wide range of IP phones including conference phones and cordless phones. Business media phones with voice and video capability are also supported, including interactive color touch screen models. Other accessories such as analog phone / fax adapters, headsets, webcams, routers, firewalls and sidecars can also be implemented.

One free phone per extension is provided. Customers can bring in their own equipment as long as it is compatible with the 8×8 system. Equipment supplied by 8×8 is managed by 8×8; equipment supplied by customer must be managed by the customer. Equipment supplied by 8×8 can also be purchased later if the customer seeks to move to another service provider.

Support

8×8 support is provided through several channels. Direct telephone support (available M-F from 5am to 6pm PT, Sat. from 5am to8x8 support is provided through several channels.

Direct telephone support (available M-F from 5am to 6pm PT, Sat. from 5am to 2pm PT, and 24/7 for emergencies), virtual office chat support (available M-F from 5am PT to 6pm PT; virtual contact center chat is reachable 24/7), and customer service email are supplemented by online forums, a comprehensive FAQ, and tutorials hosted on the company website.

The service level agreement guarantees zero downtime. 8×8 is also FFC compliant, HIPPA compliant, meets FIPS and FISMA standards, and provides PCI-DSS and Safe Harbor compliant solutions for customer privacy and data security. PT, and 24/7 for emergencies), virtual office chat support (available M-F from 5am PT to 6pm PT; virtual contact center chat is reachable 24/7), and customer service email are supplemented by online forums, a comprehensive FAQ, and tutorials hosted on the company website.

The service level agreement guarantees zero downtime. 8×8 is also FFC compliant, HIPPA compliant, meets FIPS and FISMA standards, and provides PCI-DSS and Safe Harbor compliant solutions for customer privacy and data security.

Features

8×8 basic phone features include

  • auto-attendant
  • extension dialing
  • music on hold
  • ring groups
  • directory assistance

Collaboration features include

  • instant messaging
  • presence
  • online meetings
  • virtual office call recording
  • contacts integration

Business-ready features include

  • find-me/follow-me
  • hunt groups
  • a virtual phone number
  • caller ID
  • a toll-free phone number
  • a mobile app

ACD queues can be added as a premium option, and administrative features include online account management, advanced call analytics, and Outlook integration, with a paid option for a higher level of reporting and data. Calls can be made from the customer’s side via handset, PC, laptop, or smartphone. A voice overhead or paging option can also be installed, and an audio production store is available for voice-over auto-attendant customization.

Flexibility

8×8 provides a virtual PBX, eliminating the need for on-site hosting. The cloud hosted VoIP solution allows the virtual network to be reached from unlimited locations in case of localized weather / disaster conditions. Remote workers and telecommuters can be linked into the network via internet connection.

Physical handsets can be moved from location to location as needed, and the phone number follows the user from device to device as directed. e911 service is included, but the customer is responsible for registering the handset’s location and updating the location if it changes.

Quality and reliability

8×8’s two separate server locations, fully redundant network and comprehensive service level agreement promising zero downtime are backed by a 30 day guarantee. 8×8 historically has a 99.997 % uptime, thanks to geographically dispersed data centers which eliminate single points of failure.

High quality voice (including HD voice), video (including full color HD video), web conferencing, and crystal clear connections even on international calls are possible with phone systems and VoIP service from 8×8. Analytics allow real time tracking of the status of all end point devices, individual call and MOS score details, and extension summary graphing.

Integration

8×8 provides “out of the box” integration with the most popular CRM apps and tools. Outlook, ACT!, NetSuite, Salesforce, SugarCRM, eAgent, and ZenDesk are all included; the 8×8 web caller allows dialing directly from the browser, and contacts can be accessed from Outlook, Gmail, Office 365, Exchange, Lync, Facebook, Twitter and Skype with a single click.

Pricing

8×8 provides customized quotes on a case by case basis. The up-front costs for switching to hosted VoIP require no CAPEX, and four training sessions are provided to get in-house personnel up to speed on the 8×8 system. A single monthly bill is issued regardless of number of extensions or locations.

Up to 50% savings on monthly phone costs and up to 90% saving on deployment costs compared to traditional voice solutions can be expected. Plan costs include a base cost for service and a set number of extensions, which can be increased or decreased as needed. Customers can bring their own phones, or use 8×8 phones provided with service, or upgrade phones for an additional charge. 8×8 phones and other accessories may also be purchased outright.


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