8x8 Express (discontinued) vs. Avaya Aura

The 8x8 app is great and very user friendly and straightforward. Team Members can adjust their own setting as needed.

Incentivized

Avaya Aura is secure and reliable; in our case, for customers that looking for stable solutions on voice, Avaya Aura is that solution fit. In a scenario where our customer is looking for digitalization, I think Avaya Aura is less appropriate.

Incentivized

• Being able to forward calls to my cell phone when I am out of office.
• So much functionality. So many options.
• One set price instead of a bunch of add-on fees.

Incentivized

• So one of the things it's done well is it's stable. It's networked at all the sites. We have five-digit dialing everywhere, and one of the features we like is the crisis alert feature. So if somebody calls 911 at a particular school, it sets an alarm off on the phones upfront and displays the extension number and the room number of who called 911. So they can respond and they know where to send first responders. So it's pretty cool.

Incentivized

• We are just starting to use the platform and using limited features at the moment and 8x8 is doing everything we need it to do.

Incentivized

• The length of time to get an engineer's schedule needs to improve, especially when we're having service-impacting issues.
• At times, some of the engineers have language issues which make it difficult for some of our team to work with, despite the knowledge of the engineer.

Incentivized

We are happy with this product since we have used until now around 10 years.

Incentivized

Avaya Aura is extremely complex. Now that AI has come into the fold, Avaya needs to apply AI processes and tools to help identify and resolve issues with an installed platform. In addition, proactively identify potential issues. Ayaya has had some financial difficulties over the last few years. This may be why they outsource their expensive support. Our customer experience would benefit by having access to Avaya knowledgeable Engineers for questions about products and services as needed.

Incentivized

If you get less than 4 phones you fall into the online only customer service. There were a couple of times that I could have used more assistance but figuring it out online was a bit of a hassle.

Incentivized

8x8 has a much lower cost that avaya for the same features. 8x8 is a bit more user friendly than some other larger well established brands. It still uses industry standards in terminology and call flows to for anyone with voip experience its a pain free switch to make over.

Incentivized

So I've seen the Cisco product out there. I've seen the old Nortel products, Mitel, I've been doing this for a long time. I've seen a lot of other products. And Avaya, Nortel were the Western Electric and Northern Electric of the world way back when. So pretty much the grandparents of all the other stuff that's out there. So their foundation is really strong. So I think this product stacks up amazing, especially for places that are mission critical, like hospitals, maybe the military, and stuff like that. They have the app, if you need an app, they do stuff on mobile devices, and that you can have remote workers. So I think they stack up really well against the other companies. The problem is probably advertising and the schools that are teaching this stuff are promoting a particular product and that's where the other products have the advantage. They're in the schools and it's, I call it indoctrination, but they're in the schools and they're teaching the people. The other product, their competitors are teaching in the schools, their product line. And that's how they can do promotion better.

Incentivized

• Positive impact - pricing is right, service is easy to use.
• Especially during the pandemic, clients who would normally just pop by the office had to call in. 8x8 Express made that so easy as we could transfer calls to our cell phones, but also received emails when a voicemail was left with an audio recording of the message. We didn't miss a beat!
• We use some contractors that are not even in the same state as us, but our clients wouldn't know it as autoforwarding calls is super simple and seamless

Incentivized

• Incremental cost saving so far, not seeing a huge difference between individual setup and onboarding an individual group on the central system.
• See some overall collective benefits in terms of support for the groups already onboarded.
• The increase risk of have a centralized system, wherein a single issue could impact each individual.

Incentivized