What users are saying about
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86 Ratings
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Top Rated
282 Ratings

8x8 Contact Center

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86 Ratings
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Score 7.5 out of 100

Genesys Engage

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Top Rated
282 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is well suited for any small or mid-sized business. I cannot attest to how it would fare in a large operation. There are some quirks with retrieving voicemails. There seem to be a lot of redundancies (e.g. push X to listen to your messages, then press Y to select this group, then press X to listen to your messages). Seems like too many steps to me.
Anonymous | TrustRadius Reviewer

Genesys Engage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.5
Genesys Engage
7.8
Agent dashboard
8x8 Contact Center
7.2
Genesys Engage
7.7
Validate callers
8x8 Contact Center
7.7
Genesys Engage
7.9
Outbound response
8x8 Contact Center
6.8
Genesys Engage
7.6
Call forwarding
8x8 Contact Center
7.7
Genesys Engage
7.9
Click-to-call (CTC)
8x8 Contact Center
6.7
Genesys Engage
7.8
Warm transfer
8x8 Contact Center
7.6
Genesys Engage
7.8
Predictive dialing
8x8 Contact Center
5.7
Genesys Engage
7.7
Interactive voice response
8x8 Contact Center
6.5
Genesys Engage
8.1
REST APIs
8x8 Contact Center
5.2
Genesys Engage
7.7
Call scripts
8x8 Contact Center
5.7
Genesys Engage
7.6
Call tracking
8x8 Contact Center
7.3
Genesys Engage
8.0
Multichannel integration
8x8 Contact Center
5.7
Genesys Engage
8.3
CRM software integration
8x8 Contact Center
5.1
Genesys Engage
7.5

Workforce Optimization (WFO)

8x8 Contact Center
7.6
Genesys Engage
7.6
Inbound call routing
8x8 Contact Center
8.1
Genesys Engage
8.3
Omnichannel inbound routing
8x8 Contact Center
7.5
Genesys Engage
8.1
Recording
8x8 Contact Center
7.9
Genesys Engage
7.2
Quality management
8x8 Contact Center
7.1
Genesys Engage
7.0
Call analytics
8x8 Contact Center
7.6
Genesys Engage
7.4
Historical reporting
8x8 Contact Center
6.4
Genesys Engage
7.8
Live reporting
8x8 Contact Center
9.0
Genesys Engage
7.6
Customer surveys
8x8 Contact Center
7.3
Genesys Engage
7.6
Customer interaction analytics
8x8 Contact Center
Genesys Engage
7.6

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

Genesys Engage

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh K.S Kumar | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The Contact Center is not directly integrated with the Work (Virtual Office) system. Essentially the Contact Center forwards the calls to the Work extension for each Support rep. Then the call is actually answered from the Work app. This has caused some confusion and learning curves for the Support team as they need to use 2 systems\applications when doing all calls from the soft-phone interfaces. Getting Contact Center directly integrated with the Work app would increase ease of use dramatically.
Eric Payne | TrustRadius Reviewer

Genesys Engage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 6.9
Based on 22 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 7.5
Based on 6 answers
I gave it an 8 only because in order to use the Call Center system, you need to use another application first. Otherwise your calls won't actually come through or go out. If it weren't for this small detail, I would have rated it a 10. This definitely isn't a deal breaker for me just something that won't allow me to give it a perfect 10. Everything else is great though.
Anonymous | TrustRadius Reviewer

Genesys Engage

Genesys Engage 7.5
Based on 12 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu | TrustRadius Reviewer

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.9
Based on 5 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 6.9
Based on 5 answers
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Derek Gibson | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 7.5
Based on 40 answers
8x8 is a critical part of our business and when there have been issues, which fortunately is not often, it has been difficult to get an 8x8 support agent with the knowledge to solve our issue on the phone quickly. We expect the immediacy of phone support, not the tedium of slow to be responded to support by email.
Jeffrey Bryan | TrustRadius Reviewer

Genesys Engage

Genesys Engage 7.1
Based on 27 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai | TrustRadius Reviewer

In-Person Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 8.1
Based on 3 answers
Staff responded well to trainer and provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Online Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 2 answers
Those that utilized online training provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.4
Based on 22 answers
Implementation on Genesys Engage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

RingCentral vs 8x8 - I specifically used RingCentral for two years before switching to 8x8. RingCentral has constant connection issues, call routing fails, and Queue call interruptions. We found callers were not getting through to us at all and were being sent to voicemail or had long wait times while our team was not even being notified there was a call in the Queue. Their customer service was a waste of time and you'd be better attempting to resolve the issue yourself than wait on the phone with a representative, just for them to transfer you to another representative and explain the situation again. Mitel - I reviewed Mitel and 8x8 when we decided to leave 8x8. Mitel was a very close runner up. The deciding factor was we had had conversations with 8x8 in the previous year and the impression the representative made with us was long-standing.
Anonymous | TrustRadius Reviewer

Genesys Engage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro | TrustRadius Reviewer

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 4 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • It is hard to say how 8x8 has directly influenced our ROI, but the convenience of transferring customer phone calls to their appropriate salesperson (for both our customers and our salespeople) has been huge.
  • It is also really handy/saves us time to dial an extension directly.
Molly Moore | TrustRadius Reviewer

Genesys Engage

  • Improved customer experience for contact center applications
  • Enhances internal and external communications through Presence Management
  • Minimal investment in hardware since CIC is primarily a software solution that runs on industry standard Windows servers
  • Can be deployed as a "cloud" solution or an on premise solution with basically the same feature set regardless of deployment
  • Provides 100% application redundancy in a fail-over situation that also supports full geographic redundancy
David Saidel | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Contact Center

General

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

Genesys Engage

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.8
Genesys Engage
8.7

Likelihood to Renew

8x8 Contact Center
Genesys Engage
6.9

Usability

8x8 Contact Center
7.5
Genesys Engage
7.5

Reliability and Availability

8x8 Contact Center
Genesys Engage
7.9

Performance

8x8 Contact Center
Genesys Engage
6.9

Support Rating

8x8 Contact Center
7.5
Genesys Engage
7.1

In-Person Training

8x8 Contact Center
Genesys Engage
8.1

Online Training

8x8 Contact Center
Genesys Engage
7.3

Implementation Rating

8x8 Contact Center
Genesys Engage
7.4

Scalability

8x8 Contact Center
Genesys Engage
7.3

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