<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
239 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
343 Ratings

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
239 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Genesys Multicloud CX

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
343 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

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

Contact Center Software

7.5

8x8 Contact Center

75%
8.7

Genesys Multicloud CX

87%
Genesys Multicloud CX ranks higher in 11/13 features

Agent dashboard

8.0
80%
91 Ratings
8.9
89%
108 Ratings

Validate callers

7.0
70%
82 Ratings
9.2
92%
95 Ratings

Outbound response

8.4
84%
77 Ratings
9.4
94%
99 Ratings

Call forwarding

7.8
78%
97 Ratings
9.8
98%
88 Ratings

Click-to-call (CTC)

6.6
66%
58 Ratings
9.8
98%
82 Ratings

Warm transfer

8.3
83%
92 Ratings
9.2
92%
104 Ratings

Predictive dialing

6.6
66%
43 Ratings
9.2
92%
82 Ratings

Interactive voice response

7.5
75%
57 Ratings
8.0
80%
106 Ratings

REST APIs

8.3
83%
35 Ratings
8.6
86%
99 Ratings

Call scripts

7.6
76%
51 Ratings
7.5
75%
75 Ratings

Call tracking

6.9
69%
88 Ratings
8.7
87%
102 Ratings

Multichannel integration

8.3
83%
52 Ratings
7.5
75%
105 Ratings

CRM software integration

6.0
60%
47 Ratings
7.2
72%
99 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
8.7

Genesys Multicloud CX

87%
Genesys Multicloud CX ranks higher in 7/9 features

Inbound call routing

8.6
86%
85 Ratings
8.9
89%
101 Ratings

Omnichannel inbound routing

9.0
90%
48 Ratings
9.0
90%
92 Ratings

Recording

8.1
81%
83 Ratings
8.9
89%
80 Ratings

Quality management

7.3
73%
81 Ratings
9.7
97%
80 Ratings

Call analytics

7.8
78%
84 Ratings
9.2
92%
88 Ratings

Historical reporting

8.2
82%
78 Ratings
8.9
89%
103 Ratings

Live reporting

9.0
90%
1 Rating
8.0
80%
100 Ratings

Customer surveys

7.6
76%
42 Ratings
7.0
70%
65 Ratings

Customer interaction analytics

N/A
0 Ratings
8.8
88%
73 Ratings

Attribute Ratings

  • 8x8 Contact Center is rated higher in 9 areas: Likelihood to Renew, Usability, Availability, Performance, In-Person Training, Implementation Rating, Configurability, Ease of integration, Product Scalability
  • Genesys Multicloud CX is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.9

8x8 Contact Center

79%
106 Ratings
9.3

Genesys Multicloud CX

93%
146 Ratings

Likelihood to Renew

8.4

8x8 Contact Center

84%
5 Ratings
8.0

Genesys Multicloud CX

80%
26 Ratings

Usability

8.5

8x8 Contact Center

85%
18 Ratings
7.2

Genesys Multicloud CX

72%
18 Ratings

Availability

9.1

8x8 Contact Center

91%
2 Ratings
8.0

Genesys Multicloud CX

80%
8 Ratings

Performance

9.1

8x8 Contact Center

91%
2 Ratings
7.1

Genesys Multicloud CX

71%
8 Ratings

Support Rating

6.3

8x8 Contact Center

63%
75 Ratings
8.9

Genesys Multicloud CX

89%
33 Ratings

In-Person Training

9.1

8x8 Contact Center

91%
1 Rating
8.1

Genesys Multicloud CX

81%
3 Ratings

Online Training

8x8 Contact Center

N/A
0 Ratings
7.3

Genesys Multicloud CX

73%
2 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
3 Ratings
5.0

Genesys Multicloud CX

50%
27 Ratings

Configurability

9.1

8x8 Contact Center

91%
2 Ratings
6.5

Genesys Multicloud CX

65%
3 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Genesys Multicloud CX

N/A
0 Ratings

Ease of integration

8.6

8x8 Contact Center

86%
2 Ratings
6.4

Genesys Multicloud CX

64%
2 Ratings

Product Scalability

9.1

8x8 Contact Center

91%
2 Ratings
7.3

Genesys Multicloud CX

73%
4 Ratings

Vendor post-sale

8x8 Contact Center

N/A
0 Ratings
7.3

Genesys Multicloud CX

73%
2 Ratings

Vendor pre-sale

8x8 Contact Center

N/A
0 Ratings
7.3

Genesys Multicloud CX

73%
2 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

Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
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

  • 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.
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

  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
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 Multicloud CX

    Starting Price

    Editions & Modules

    Genesys Multicloud CX 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

      Visit Website

      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

      Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
      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

      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.
      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

      There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
      Read full review

      Performance

      8x8, Inc.

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

      Genesys

      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.
      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'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.
      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

      Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
      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

      Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
      Read full review

      Implementation Rating

      8x8, Inc.

      It was extremely easy
      Read full review

      Genesys

      It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
      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

      For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
      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

      No answers on this topic

      Scalability

      8x8, Inc.

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

      Genesys

      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.
      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

      • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
      • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
      Read full review

      Screenshots

      Add comparison