Packet8

An ideal VoIP provider for international callers.

Summary
Packet8 is a straight-forward VoIP provider with a competitively priced array of offerings, for both residential and business customers. Additionally, they offer faxing capabilities to residential customers under a separate plan. Their business offerings include a PBX-type system, suitable for call centers. Although Packet8's plans are leaner than some, they do offer more than others.

Packet8 is a subsidiary of 8x8, Inc. They are active in the manufacture of hardware designed to deliver broadband VoIP services and videophones to today’s marketplace. As such, their approach to providing VoIP service is to merge existing technologies over several platforms. Packet8 is admired for standing firm with regard to higher pricing, citing the need for more “realistic” competitors who price products within a reasonable “cost of doing business” range.

Pros
- Supports residential and business customers
- Unlimited calls to 10 international locations, U.S. and Canada
- Virtual office features for businesses
- Competitive pricing

Cons
- Negative BBB feedback
- Negative feedback regarding poor customer support

Expense
- Monthly plans range from $14.99 to $29.99 for residential customers
- Activation fee is $29.99
- The Packet8 basic plan includes unlimited incoming calls from the U.S. and Canada and 500 minutes of outgoing calls.
- Upgrade plan for unlimited calls in both directions to the U.S. and Canada and ten international locations.
- For an additional $5.00, the international calling area increases to 40 countries.
- Packet8 can provide an international, toll-free and universal numbers for an additional fee.

Business Customers
Business plans begins at $19.99 for a Switchboard application and increase incrementally for metered or non-metered international plans. Packet8 offers Complete Contact Center packages for $150, or A la Carte options for lesser pricing.

Features for business customers differ from residential, because of the varying needs, with two offerings.
- The Virtual Office offers an auto-attendant, advanced call forwarding, Outlook integration and integrated fax support, while supporting multiple geographic locations as needed for traveling employees. Additional lines can be procured and access is user-friendly.
- Call-center CRM offers ACD queuing across multiple media, the ability to unify agents or remote staff under one phone system, and scalability according to call center growth.

Features
Packet8 residential plans include the normal menu of telephony offerings such as:
- Voicemail
- Caller ID
- Call routing
- Call forwarding
- Speed dial

In addition, the Packet8 system can be programmed so that calls are automatically routed to a “safe” number in case of power outages.

BBB report
“Based on BBB files, this company has an unsatisfactory record with the BBB due to a pattern of complaints. The company has resolved some complaints presented by the BBB, however, some complaints remain unresolved. The BBB processed a total of 323 complaints about this company in the last 36 months. 121 were closed in the last year.”