What users are saying about
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52 Ratings
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Top Rated
211 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100

Genesys PureCloud

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Top Rated
211 Ratings
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Score 7 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

Genesys PureCloud

If you are a midsize call center from 100 - 300 users, it is not a bad product. Make sure you do not have an expectation of getting a 100% audio/screen recordings and that you are not looking for speedy priority 3 - 5 ticket resolutions. In that case, this is not your product.
Usama Ahmed | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Genesys PureCloud
8.5
Agent dashboard
8x8 Contact Center
7.3
Genesys PureCloud
8.5
Validate callers
8x8 Contact Center
6.6
Genesys PureCloud
7.9
Outbound response
8x8 Contact Center
6.1
Genesys PureCloud
8.0
Call forwarding
8x8 Contact Center
7.2
Genesys PureCloud
7.7
Click-to-call (CTC)
8x8 Contact Center
6.3
Genesys PureCloud
9.4
Warm transfer
8x8 Contact Center
7.0
Genesys PureCloud
9.3
Predictive dialing
8x8 Contact Center
5.3
Genesys PureCloud
7.5
Interactive voice response
8x8 Contact Center
6.1
Genesys PureCloud
9.1
REST APIs
8x8 Contact Center
5.0
Genesys PureCloud
9.1
Call scripts
8x8 Contact Center
5.1
Genesys PureCloud
8.4
Call tracking
8x8 Contact Center
7.2
Genesys PureCloud
9.2
Multichannel integration
8x8 Contact Center
5.5
Genesys PureCloud
9.3
CRM software integration
8x8 Contact Center
5.0
Genesys PureCloud
7.3

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Genesys PureCloud
8.8
Inbound call routing
8x8 Contact Center
8.1
Genesys PureCloud
8.7
Omnichannel inbound routing
8x8 Contact Center
7.3
Genesys PureCloud
9.0
Recording
8x8 Contact Center
7.9
Genesys PureCloud
8.8
Quality management
8x8 Contact Center
6.9
Genesys PureCloud
8.3
Call analytics
8x8 Contact Center
7.4
Genesys PureCloud
8.9
Historical reporting
8x8 Contact Center
6.7
Genesys PureCloud
8.6
Live reporting
8x8 Contact Center
9.0
Genesys PureCloud
9.1
Customer surveys
8x8 Contact Center
6.8
Genesys PureCloud
8.7
Customer interaction analytics
8x8 Contact Center
Genesys PureCloud
8.8

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 PureCloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

Genesys PureCloud

  • Faxing - we were sold that all of our faxing need would be met that was not the case
  • Mobile App needs a lot more work
  • Need work with Jabra headsets - we are having trouble with the buttons and the ringing through the headset
  • Desktop version needs additional work
Ronnie Knight | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.3
Based on 7 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Genesys PureCloud

Genesys PureCloud 7.8
Based on 24 answers
I myself am fairly knowledgeable when using software but PurCcloud is definitely an extremely useful and easy to use software that makes taking and making calls a lot more efficient, trackable, and easy to deal with in bulk. I really enjoy it myself and feel it helps me do my job efficiently and to my best potential.
Haden Oxford | TrustRadius Reviewer

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Genesys PureCloud

Genesys PureCloud 6.4
Based on 41 answers
In our experience, the support team was very responsive and has solved all of our concerns and difficulties. It could be just my impression, but it seemed that a couple of representatives were still learning about the product and couldn't offer perfect support. But overall, they were always available for us.
Martín Stricker | TrustRadius Reviewer

In-Person Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 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 PureCloud

Genesys PureCloud 7.3
Based on 2 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 PureCloud

Genesys PureCloud 7.7
Based on 4 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

Genesys PureCloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

Genesys PureCloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | 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 PureCloud

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Genesys PureCloud
6.8

Likelihood to Renew

8x8 Contact Center
Genesys PureCloud
8.3

Usability

8x8 Contact Center
8.2
Genesys PureCloud
7.8

Reliability and Availability

8x8 Contact Center
Genesys PureCloud
8.2

Performance

8x8 Contact Center
Genesys PureCloud
8.2

Support Rating

8x8 Contact Center
5.5
Genesys PureCloud
6.4

In-Person Training

8x8 Contact Center
Genesys PureCloud
8.2

Online Training

8x8 Contact Center
Genesys PureCloud
7.3

Implementation Rating

8x8 Contact Center
Genesys PureCloud
7.7

Scalability

8x8 Contact Center
Genesys PureCloud
8.2

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