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Top Rated
239 Ratings
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Top Rated
455 Ratings

8x8 Contact Center

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Top Rated
239 Ratings
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Score 7.8 out of 100

Genesys Cloud CX

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Top Rated
455 Ratings
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Score 8.5 out of 100

Feature Set Ratings

  • Genesys Cloud CX ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.5

8x8 Contact Center

75%
9.0

Genesys Cloud CX

90%
Genesys Cloud CX ranks higher in 13/13 features

Agent dashboard

8.0
80%
91 Ratings
9.2
92%
248 Ratings

Validate callers

7.0
70%
82 Ratings
8.5
85%
222 Ratings

Outbound response

8.4
84%
77 Ratings
8.8
88%
203 Ratings

Call forwarding

7.8
78%
97 Ratings
9.1
91%
221 Ratings

Click-to-call (CTC)

6.6
66%
58 Ratings
9.6
96%
176 Ratings

Warm transfer

8.3
83%
92 Ratings
9.1
91%
242 Ratings

Predictive dialing

6.6
66%
43 Ratings
9.1
91%
148 Ratings

Interactive voice response

7.5
75%
57 Ratings
9.4
94%
200 Ratings

REST APIs

8.3
83%
35 Ratings
9.0
90%
170 Ratings

Call scripts

7.6
76%
51 Ratings
9.2
92%
183 Ratings

Call tracking

6.9
69%
88 Ratings
8.6
86%
239 Ratings

Multichannel integration

8.3
83%
52 Ratings
8.4
84%
188 Ratings

CRM software integration

6.0
60%
47 Ratings
9.0
90%
184 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
8.7

Genesys Cloud CX

87%
Genesys Cloud CX ranks higher in 6/9 features

Inbound call routing

8.6
86%
85 Ratings
9.2
92%
230 Ratings

Omnichannel inbound routing

9.0
90%
48 Ratings
8.7
87%
178 Ratings

Recording

8.1
81%
83 Ratings
9.5
95%
232 Ratings

Quality management

7.3
73%
81 Ratings
8.8
88%
216 Ratings

Call analytics

7.8
78%
84 Ratings
8.7
87%
220 Ratings

Historical reporting

8.2
82%
78 Ratings
8.1
81%
231 Ratings

Live reporting

9.0
90%
1 Rating
8.7
87%
225 Ratings

Customer surveys

7.6
76%
42 Ratings
7.9
79%
130 Ratings

Customer interaction analytics

N/A
0 Ratings
8.7
87%
164 Ratings

Attribute Ratings

  • 8x8 Contact Center is rated higher in 6 areas: Availability, Performance, Implementation Rating, Configurability, Ease of integration, Product Scalability
  • Genesys Cloud CX is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Contract Terms and Pricing Model
  • 8x8 Contact Center and Genesys Cloud CX are tied in 1 area: In-Person Training

Likelihood to Recommend

7.9

8x8 Contact Center

79%
106 Ratings
9.1

Genesys Cloud CX

91%
266 Ratings

Likelihood to Renew

8.4

8x8 Contact Center

84%
5 Ratings
8.7

Genesys Cloud CX

87%
25 Ratings

Usability

8.5

8x8 Contact Center

85%
18 Ratings
9.3

Genesys Cloud CX

93%
61 Ratings

Availability

9.1

8x8 Contact Center

91%
2 Ratings
8.9

Genesys Cloud CX

89%
6 Ratings

Performance

9.1

8x8 Contact Center

91%
2 Ratings
7.2

Genesys Cloud CX

72%
6 Ratings

Support Rating

6.3

8x8 Contact Center

63%
75 Ratings
8.5

Genesys Cloud CX

85%
122 Ratings

In-Person Training

9.1

8x8 Contact Center

91%
1 Rating
9.1

Genesys Cloud CX

91%
2 Ratings

Online Training

8x8 Contact Center

N/A
0 Ratings
8.6

Genesys Cloud CX

86%
5 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
3 Ratings
8.0

Genesys Cloud CX

80%
23 Ratings

Configurability

9.1

8x8 Contact Center

91%
2 Ratings
7.7

Genesys Cloud CX

77%
4 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating
7.6

Genesys Cloud CX

76%
14 Ratings

Ease of integration

8.6

8x8 Contact Center

86%
2 Ratings
7.4

Genesys Cloud CX

74%
5 Ratings

Product Scalability

9.1

8x8 Contact Center

91%
2 Ratings
8.9

Genesys Cloud CX

89%
5 Ratings

Professional Services

8x8 Contact Center

N/A
0 Ratings
7.6

Genesys Cloud CX

76%
10 Ratings

Vendor post-sale

8x8 Contact Center

N/A
0 Ratings
8.8

Genesys Cloud CX

88%
6 Ratings

Vendor pre-sale

8x8 Contact Center

N/A
0 Ratings
8.6

Genesys Cloud CX

86%
6 Ratings

Likelihood to Recommend

8x8, Inc.

8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review

Genesys

Genesys Cloud CX is great for so many reasons! It's a power house for getting business done. The company I am at uses it daily... we are a call center that makes thousands of calls a day. Genesys Cloud CX not only dials those calls for us, but it also tracks every thing as well - which is easily able to be exported for reports. There are so many things you can track - over 50 different categories like talk time, hold time, conversion, etc... Genesys Cloud CX helps all our employees work remotely on the web based dialer, which has allowed us to hire all over the states! The Genesys Cloud CX team is continuously making updates to ensure that it's extremely user friendly! Overall it's a great product for our business.
Read full review

Pros

8x8, Inc.

  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Read full review

Genesys

  • Omnichannel contact center
  • Integration with other systems to knit together technology seamlessly
  • WFM and WEM suite is best in class and fully integrated to the product
  • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
Read full review

Cons

8x8, Inc.

  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Read full review

Genesys

  • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
  • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
  • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
Read full review

Pricing Details

8x8 Contact Center

Starting Price

Editions & Modules

8x8 Contact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    View Pricing

    Genesys Cloud CX

    Starting Price

    $75 per month

    Editions & Modules

    Genesys Cloud CX editions and modules pricing
    EditionModules
    Genesys Cloud CX 1$75.001
    Genesys Cloud CX 2$110.002
    Genesys Cloud CX 3$140.003
    Genesys ChoiceContact sales team4

    Footnotes

    1. Per User Per Month
    2. Per User Per Month
    3. Per User Per Month
    4. Contact sales team

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing plans can also be billed hourly.

    Pricing Info

    Likelihood to Renew

    8x8, Inc.

    I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
    Read full review

    Genesys

    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
    Read full review

    Usability

    8x8, Inc.

    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!!
    Read full review

    Genesys

    Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
    Read full review

    Reliability and Availability

    8x8, Inc.

    The only issue I have ran across was on getting the updated new version
    Read full review

    Genesys

    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.
    Read full review

    Performance

    8x8, Inc.

    Yes everything loads quickly and its ready for use
    Read full review

    Genesys

    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.
    Read full review

    Support Rating

    8x8, Inc.

    The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
    Read full review

    Genesys

    There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
    Read full review

    In-Person Training

    8x8, Inc.

    Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
    Read full review

    Genesys

    Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
    Read full review

    Online Training

    8x8, Inc.

    its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
    Read full review

    Genesys

    I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
    Read full review

    Implementation Rating

    8x8, Inc.

    It was extremely easy
    Read full review

    Genesys

    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.
    Read full review

    Alternatives Considered

    8x8, Inc.

    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.
    Read full review

    Genesys

    Very similar platforms. Sometimes the other ones assume the companies already have a CRM where they will manage some stuff away from their platform. Although Genesys Cloud CX goes in that direction, it still has some useful old features. Genesys-PS were amazing and the knowledge transfer was great.
    Read full review

    Contract Terms and Pricing Model

    8x8, Inc.

    It is pretty much "Par for the course" with the options out there with other vendors.
    Read full review

    Genesys

    Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
    Read full review

    Scalability

    8x8, Inc.

    It was implemented across the board in the company and has worked perfectly
    Read full review

    Genesys

    We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
    Read full review

    Professional Services

    8x8, Inc.

    No answers on this topic

    Genesys

    Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
    Read full review

    Return on Investment

    8x8, Inc.

    • 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.
    Read full review

    Genesys

    • Efficiency has been vastly increased. The number of abandoned calls has been reduced upon switching to Genesys Cloud and customers are seeing this benefit as well as our agents.
    • Cost of our call center is expected to be reduced upon full transition to Genesys Cloud. As this is one of our highest costs of business from a technology perspective, we are very happy to have found something that meets our needs but also reduces cost.
    Read full review

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