This Month in Telecom is a monthly news round-up on VoipReview.org that aims to give our readers a fast and easy way to catch up on the latest news and top stories that are trending in the voice and...
8x8 vs Phone.com
Compare 8x8 vs Phone.com. Find out whether 8x8 or Phone.com is better for your VoIP business or home needs. The experts at VoipReview have analyzed the strengths and weaknesses of 8x8 and Phone.com and detailed analysis of the comparison can be found below.
User Ratings & Reviews
- 35 Reviews
- 52 Reviews
8x8 is a trusted provider of award-winning cloud communications systems for business of all sizes. Having earned over 125 patents and counting, 8x8 is dedicated to developing innovative solutions that help businesses work simply and perform...
Phone.com provides both residential and business-based VoIP phone service. With award-winning VoIP technology and 24/7 customer support, Phone.com is a strong competitor in the VoIP industry.
Phone.com offers four scaled business VoIP...
- 8x8 Call Center Software - N/A
- 8x8 Global Extension - $79.99
- 8x8 Metered Extensions - $24.99
- 8x8 SIP Trunking - N/A
- 8x8 Unlimited Extension - $39.99
- Virtual Office - $19.99
- Virtual Office Pro - $49.99
Users Average Rating
Recent User Reviews
We've been trying to get 8x8 to fix a chronic problem with our recorded calls getting randomly lost or corrupted. We call and email them daily and get little to no response. The typical response is "that department is very busy with other problems, we'll get to yours when we get to it." They say that the problem gets escalated to a higher tier but we still haven't gotten a response and it's been over a week now. I've called our rep Aldrich and he says that he's done all that he can and I've talked to Donovan who is apparently the head of the tech department and he is the one that told me that they'll get to our calls when they get to them. Very unresponsive when it comes to resolving issues.
After 12 months of frustration, we have moved away from 8X8. The issue was never the suite of features. It was customer service for a persistent problem. The basic requirement for a telephone system is that it allows me to make and receive calls. For 12 months, we were unable to receive call from many local people. I was told that it was not the fault of 8X8 and to contact our old provider, Verizon. Verizon said they had ported the number and that was all they could do. We have switched to 3CX. Within 2 days, the local contact was able to trace and resolve the problem. Anyone can now call. My experience shows that 8X8 is not willing to help solve a serious problem. I should also add that they offered no compensation for this issue. I cannot recommend 8x8.
We have had some problems with voice quality and down time for the past 90 days. I believe this is due to overloaded phone.com servers. Regardless of the reason, these failures were tremendously embarrassing for us. We had to apologize to everyone we spoke with on the phone and warn them that the voice quality would likely degrade after 10 minutes. Then we would have to call them back and that call would last another 10 minutes and then that call would fail and so on. There were also two situations where the phones actually completely failed for an hour or so each time. And then we also were getting people telling us that they were calling our phone number and were getting a message about the phone not being in service. None of these issues were permanent but instead were sporadic and over time. We were on the phone with phone.com support at least twice a week. They had us run through all kinds of things - we upgraded our internet speed, rebooted things, punched holes in our firewall and so on. Nothing made a difference. The support guys were super eager to help but completely tight lipped about anything on their end. So everything they wanted me to do was on the assumption that the problems were MY fault. After more than 2 months of this, we decided to hedge our bets and contacted several alternative VOIP providers. We ended up creating a redundant VOIP system using Vonage business. Same hardware on our end, same network. So, the only difference was one system used Vonage Business and the other used Phone.com. I was super loyal to Phone.com and really didn't want to change vendors unless I was certain that the problem was not us but Phone.com. Our conclusion was that the quality problem was with Phone.com servers and not us. When we used Vonage business, we never had any of the problems we saw with phone.com. We tested that new configuration side-by-side over a 2 week period and Vonage was better from a voice quality and stability standpoint. After a bit more research I think there's a few things to consider when picking a VOIP vendor. Ask them if they have a SLA. Ask if they have redundant data centers. Ask them how much down time is acceptable. Also, ask them if they run their own servers or are renting servers from a third party. I don't know exactly how Phone.com has their back end configuration set up - they never told with me that the problem I was experiencing was on their end and not my end. However, I suspect that their growth has been so fast that it has outstripped what their servers can handle. By the time you read this hopefully they will have fixed these growing pains. But, in my case we decided we could not risk our companies reputation on the growing pains of our VOIP provider and we did switch to Vonage business. I was a happy phone.com customer for more than 2 years. However the quality problems over the past 2 months forced me to switch.
Have experienced long outages by the 800# at critical times. We use phone.com to power a call center with 20 lines. The outages have been very nearly crippling, and I am nervous they will happen again. During outages, very difficult to get ahold of customer support. Could not get through to support so tried getting through to sales to speak to a live person and get our needs appropriately prioritized. Could not get through to a person, left message, and never heard back. Problem fixed two days later at cost of lost opportunities. I suspect phone.com may not have the proper redundancy and failovers to be counted on by a business with a heavy reliance on it's phone systems. While I've not made a final decision, we will be evaluating early next year whether phone.com is still the right provider for us.