What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
223 Ratings
17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.5 out of 101

Genesys PureConnect

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
223 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Genesys PureConnect

I think PureConnect is best suited for an organization that is looking to improve CSAT and reduce expense. It may not be the best choice for smaller companies that don't have a lot of communications traffic.
Eric Wittkopp profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Genesys PureConnect
7.7
Agent dashboard
8x8 Contact Center
7.5
Genesys PureConnect
7.4
Validate callers
8x8 Contact Center
7.6
Genesys PureConnect
8.3
Outbound response
8x8 Contact Center
7.7
Genesys PureConnect
7.4
Call forwarding
8x8 Contact Center
7.6
Genesys PureConnect
8.1
Click-to-call (CTC)
8x8 Contact Center
7.7
Genesys PureConnect
7.6
Warm transfer
8x8 Contact Center
7.6
Genesys PureConnect
8.7
Predictive dialing
8x8 Contact Center
7.0
Genesys PureConnect
7.3
Interactive voice response
8x8 Contact Center
7.1
Genesys PureConnect
7.8
REST APIs
8x8 Contact Center
8.2
Genesys PureConnect
7.2
Call scripts
8x8 Contact Center
7.2
Genesys PureConnect
7.5
Call tracking
8x8 Contact Center
8.5
Genesys PureConnect
7.4
Multichannel integration
8x8 Contact Center
9.1
Genesys PureConnect
7.7
CRM software integration
8x8 Contact Center
8.5
Genesys PureConnect
7.1

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Genesys PureConnect
7.4
Inbound call routing
8x8 Contact Center
8.6
Genesys PureConnect
8.0
Omnichannel inbound routing
8x8 Contact Center
7.7
Genesys PureConnect
8.1
Recording
8x8 Contact Center
8.2
Genesys PureConnect
8.1
Quality management
8x8 Contact Center
8.5
Genesys PureConnect
7.7
Call analytics
8x8 Contact Center
7.8
Genesys PureConnect
7.3
Historical reporting
8x8 Contact Center
7.8
Genesys PureConnect
6.9
Live reporting
8x8 Contact Center
9.0
Genesys PureConnect
7.1
Customer surveys
8x8 Contact Center
5.5
Genesys PureConnect
7.0
Customer interaction analytics
8x8 Contact Center
Genesys PureConnect
6.8

Pros

8x8 Contact Center

  • Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
  • Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
  • Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.
No photo available

Genesys PureConnect

  • Flexible options with call routing
  • Stability (very few system outages)
  • Allows optimized use of available resources in a multi-skill environment
  • Real time performance management system is excellent
Brandon McHenry profile photo

Cons

8x8 Contact Center

  • When there is a system outage the response team, at times, is slow to react.
MIKE BARBARO profile photo

Genesys PureConnect

  • Historical performance reporting
  • When there are outages (which are rare) complexity of the system tends to require significant investigation to determine the root cause and provide a fix
  • Too many options for frontline customer service representatives using the tool which has lead to increased handling time per transaction
Brandon McHenry profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.2
Based on 19 answers
We are likely to move to PureCloud to eliminate MPLS and onsite servers from our organization.
Andy Breitsprecher profile photo

Usability

8x8 Contact Center

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

Genesys PureConnect

Genesys PureConnect 7.8
Based on 9 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold profile photo

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 4 answers
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold profile photo

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 5 answers
This is highly dependent on the solution in place, data links between sites and specifications of the underlying databases.

Under specified means poor performance. Correctly or over specified gives a satisfactory performance.
Ruud Reinold 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 PureConnect

Genesys PureConnect 6.1
Based on 10 answers
They have been good at times and bad at times. Over the 5 years, I would say support has been a bit of a roller coaster
Andy Breitsprecher profile photo

In-Person Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.6
Based on 5 answers
I’ve received on several occasions training from Genesys (and previously Interactive Intelligence). These are high value training courses but their quality is excellent and goes usually beyond the actual training creating long lasting connections between the attendees.
Ruud Reinold profile photo

Online Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 4 answers
I’ve done a view online courses and the lecturers are very helpful and explain things in different ways if the first example isn’t clear enough. What is helpful to understand things better.
Ruud Reinold profile photo

Implementation

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.9
Based on 9 answers
be sure to involve members from all parties that would be involved in implementation from day one
Derek Gibson profile photo

Alternatives Considered

8x8 Contact Center

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

Genesys PureConnect

In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
Christopher Kaldenberg profile photo

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 5 answers
We continue to successfully scale up to meet new needs that arise, past successes of doing the same and the general success of leveraging technology to work smarter and not harder.
Derek Gibson profile photo

Return on Investment

8x8 Contact Center

  • Switching to 8x8, we have seen a 30% drop in our telecommunication expense.
MIKE BARBARO profile photo

Genesys PureConnect

  • Huge cost savings in not having to hire or outsource staff to answer phones 24x7.
  • Our larger call centers use Interaction Optimizer, a workforce management tool that has allowed them to juggle some staff schedules and avoid hiring additional staff by identifying proper staffing levels and times of peak volume.
  • We have a few large customer contracts that require us to meet SLAs. PureConnect allows us to monitor those service levels in real time and avoid missing SLAs which can be costly in the contracts.
Andy Breitsprecher profile photo

Screenshots

8x8 Contact Center

Pricing Details

8x8 Contact Center

General

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

Genesys PureConnect

General

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

Add comparison