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Top Rated
149 Ratings
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Top Rated
372 Ratings

8x8 Contact Center

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Top Rated
149 Ratings
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Score 7.3 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
372 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud makes a fantastic resource for a medium or growing business' call center. It can support multiple teams and allows the monitoring of chat and email as well which many companies are looking to utilize. Functionality of Genesys Cloud cannot be beat at its price, but some small businesses may be priced out of utilizing it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Agent dashboard
8x8 Contact Center
6.9
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Validate callers
8x8 Contact Center
6.6
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Outbound response
8x8 Contact Center
7.0
Genesys Cloud CX (formerly Genesys Cloud)
7.3
Call forwarding
8x8 Contact Center
7.3
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Click-to-call (CTC)
8x8 Contact Center
6.1
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Warm transfer
8x8 Contact Center
7.0
Genesys Cloud CX (formerly Genesys Cloud)
9.0
Predictive dialing
8x8 Contact Center
7.1
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Interactive voice response
8x8 Contact Center
7.4
Genesys Cloud CX (formerly Genesys Cloud)
8.7
REST APIs
8x8 Contact Center
6.1
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call scripts
8x8 Contact Center
6.9
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call tracking
8x8 Contact Center
6.6
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Multichannel integration
8x8 Contact Center
7.4
Genesys Cloud CX (formerly Genesys Cloud)
7.4
CRM software integration
8x8 Contact Center
6.6
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Inbound call routing
8x8 Contact Center
7.6
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Omnichannel inbound routing
8x8 Contact Center
8.8
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Recording
8x8 Contact Center
7.2
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Quality management
8x8 Contact Center
6.7
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call analytics
8x8 Contact Center
6.8
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Historical reporting
8x8 Contact Center
6.5
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Live reporting
8x8 Contact Center
9.0
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Customer surveys
8x8 Contact Center
7.4
Genesys Cloud CX (formerly Genesys Cloud)
6.5
Customer interaction analytics
8x8 Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
7.2

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.2
Based on 16 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Kelly Disera | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 36 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.7
Based on 5 answers
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Danette Babyn | TrustRadius Reviewer

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.6
Based on 5 answers
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 69 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.0
Based on 99 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.0
Based on 19 answers
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Matthew Calton | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Chris Bugg | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.8
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Michael Furman | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

8x8 Contact Center Editions & Modules

Additional Pricing Details

Genesys Cloud CX (formerly Genesys Cloud)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys Cloud CX (formerly Genesys Cloud) Editions & Modules

Edition
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.001
Genesys Cloud CX 3$140.001
Genesys ChoiceContact sales team2
  1. Per User Per Month
  2. Contact sales team
Additional Pricing Details
Pricing plans can also be billed hourly.

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Genesys Cloud CX (formerly Genesys Cloud)
7.9

Likelihood to Renew

8x8 Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Usability

8x8 Contact Center
8.0
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

8x8 Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

8x8 Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
7.6

Support Rating

8x8 Contact Center
7.0
Genesys Cloud CX (formerly Genesys Cloud)
7.0

In-Person Training

8x8 Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Online Training

8x8 Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
7.3

Implementation Rating

8x8 Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.0

Scalability

8x8 Contact Center
Genesys Cloud CX (formerly Genesys Cloud)
8.8

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