What users are saying about
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Top Rated
188 Ratings
17 Ratings
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Score 7.5 out of 101

Genesys PureCloud

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Top Rated
188 Ratings
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Score 7.1 out of 101

Likelihood to Recommend

8x8 Contact Center

In general I would describe 8x8 VCC as functional. Everything works but requires more effort than expected. One important thing to note is that we utilize both the 8x8 VCC and the 8x8 Soft phone. I definitely recommend exploring a different soft phone. I definitely recommend finding a different virtual phone solution.
No photo available

Genesys PureCloud

PureCloud is well suited to mid-sized businesses and those who have remote workers. The Web-based interface and WebRTC phone make PureCloud function wherever you are in the world, provided only that you have an internet connection. Being a true cloud solution allows focus on use and operation and alleviates the need for system and infrastructure support teams. On the other hand, for large-sized businesses that have their own datacenter, looking at the costs for features, it may just not make sense in comparison to PureCloud on Premises. Furthermore, if you do advanced routing and customizations, you may find it more difficult than that on Premises.
Nikolaos Thermogiannis profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Genesys PureCloud
8.1
Agent dashboard
8x8 Contact Center
7.5
Genesys PureCloud
8.4
Validate callers
8x8 Contact Center
7.6
Genesys PureCloud
7.8
Outbound response
8x8 Contact Center
7.7
Genesys PureCloud
7.8
Call forwarding
8x8 Contact Center
7.6
Genesys PureCloud
7.6
Click-to-call (CTC)
8x8 Contact Center
7.7
Genesys PureCloud
9.3
Warm transfer
8x8 Contact Center
7.6
Genesys PureCloud
9.3
Predictive dialing
8x8 Contact Center
7.0
Genesys PureCloud
7.7
Interactive voice response
8x8 Contact Center
7.1
Genesys PureCloud
7.7
REST APIs
8x8 Contact Center
8.2
Genesys PureCloud
8.0
Call scripts
8x8 Contact Center
7.2
Genesys PureCloud
8.3
Call tracking
8x8 Contact Center
8.5
Genesys PureCloud
9.1
Multichannel integration
8x8 Contact Center
9.1
Genesys PureCloud
7.7
CRM software integration
8x8 Contact Center
8.5
Genesys PureCloud
7.3

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Genesys PureCloud
8.5
Inbound call routing
8x8 Contact Center
8.5
Genesys PureCloud
8.8
Omnichannel inbound routing
8x8 Contact Center
7.7
Genesys PureCloud
7.9
Recording
8x8 Contact Center
8.2
Genesys PureCloud
8.9
Quality management
8x8 Contact Center
8.5
Genesys PureCloud
8.4
Call analytics
8x8 Contact Center
7.8
Genesys PureCloud
9.0
Historical reporting
8x8 Contact Center
7.8
Genesys PureCloud
8.6
Live reporting
8x8 Contact Center
9.0
Genesys PureCloud
9.2
Customer surveys
8x8 Contact Center
5.5
Genesys PureCloud
7.1
Customer interaction analytics
8x8 Contact Center
Genesys PureCloud
9.0

Pros

8x8 Contact Center

  • Agility of deployment
  • Mobility for users
  • Manageability
Danny Fuentes profile photo

Genesys PureCloud

  • Salesforce Integration works great!
  • The interface is very easy to use, not a lot of training required
  • Less down time in comparison to some other providers I have used in the past.
Huzaifa Mukri profile photo

Cons

8x8 Contact Center

  • Software client would be ideal for specific cases
Danny Fuentes profile photo

Genesys PureCloud

  • Reporting is very limited (such as occupancy, interval reporting across a group of queues for specific days, weeks)
  • Its still buggy, ghost calls showing in our queues
  • Lack of support - Cases hardly resolved in 24 hours, most bugs reported are not responded to with resolutions
  • Limited agent control - Do not have the ability to change agent status's or log them out if they forget. Skews data
Huzaifa Mukri profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.2
Based on 6 answers
The cost increase is now the same as other companies offering more.
Michael Haddad profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Genesys PureCloud

Genesys PureCloud 7.8
Based on 22 answers
Its user interface is user friendly. You can easily use the application without any major problem even if you a a beginner with no experience in using it. Also, in case you encounter any problem whilst using this amazing application, the support team is always available 24/7 to help you out.
Alex Cyrus profile photo

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 profile photo

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 profile photo

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Genesys PureCloud

Genesys PureCloud 6.4
Based on 25 answers
The software has never crashed on me and always seems up to date and working to its fullest potential. I have never had any problems with the service personally so I feel it deserves a good review.
Haden Oxford profile photo

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 profile photo

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 profile photo

Implementation

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 profile photo

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

Genesys PureCloud

The decision made by the uneducated executive for Omnichannel components. There are better products with good history out there
Richard Volel profile photo

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 profile photo

Return on Investment

8x8 Contact Center

  • Reduction of assets on our data center to operate the phone system.
  • Does not require certified training to manage.
Danny Fuentes profile photo

Genesys PureCloud

  • We have had a good ROI because PureCloud has allowed us to keep the smaller sub-orgs within large customers in the Genesys arena rather than them opting for other-branded pbx systems.
  • We do enjoy the monthly recurring income of being a PureCloud reseller with little time spent in support once the system is well dialed in.
Richard Oberle profile photo

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

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