What users are saying about
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55 Ratings
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Top Rated
196 Ratings

8x8 Contact Center

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55 Ratings
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Score 6.9 out of 100

Genesys PureConnect

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Top Rated
196 Ratings
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Score 8.3 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 PureConnect

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Jim Barber | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.0
Genesys PureConnect
7.7
Agent dashboard
8x8 Contact Center
7.3
Genesys PureConnect
7.3
Validate callers
8x8 Contact Center
6.5
Genesys PureConnect
8.1
Outbound response
8x8 Contact Center
6.0
Genesys PureConnect
7.6
Call forwarding
8x8 Contact Center
7.0
Genesys PureConnect
8.1
Click-to-call (CTC)
8x8 Contact Center
6.3
Genesys PureConnect
7.7
Warm transfer
8x8 Contact Center
7.0
Genesys PureConnect
8.7
Predictive dialing
8x8 Contact Center
5.2
Genesys PureConnect
7.5
Interactive voice response
8x8 Contact Center
6.0
Genesys PureConnect
8.0
REST APIs
8x8 Contact Center
4.9
Genesys PureConnect
7.3
Call scripts
8x8 Contact Center
5.0
Genesys PureConnect
7.5
Call tracking
8x8 Contact Center
7.1
Genesys PureConnect
7.3
Multichannel integration
8x8 Contact Center
5.4
Genesys PureConnect
7.8
CRM software integration
8x8 Contact Center
4.8
Genesys PureConnect
7.2

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Genesys PureConnect
7.5
Inbound call routing
8x8 Contact Center
7.9
Genesys PureConnect
8.1
Omnichannel inbound routing
8x8 Contact Center
7.3
Genesys PureConnect
8.0
Recording
8x8 Contact Center
7.8
Genesys PureConnect
8.0
Quality management
8x8 Contact Center
6.9
Genesys PureConnect
7.8
Call analytics
8x8 Contact Center
7.3
Genesys PureConnect
7.3
Historical reporting
8x8 Contact Center
6.6
Genesys PureConnect
6.8
Live reporting
8x8 Contact Center
9.0
Genesys PureConnect
7.1
Customer surveys
8x8 Contact Center
6.9
Genesys PureConnect
7.2
Customer interaction analytics
8x8 Contact Center
Genesys PureConnect
6.9

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 PureConnect

  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Shahbaz Chughtai | 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 PureConnect

  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
Kristen Reeves | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.2
Based on 12 answers
It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.
Jason Neton | TrustRadius Reviewer

Usability

8x8 Contact Center

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

Genesys PureConnect

Genesys PureConnect 7.5
Based on 7 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 | TrustRadius Reviewer

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 9.1
Based on 3 answers
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold | TrustRadius Reviewer

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.8
Based on 3 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 | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 5.4
Based on 26 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 PureConnect

Genesys PureConnect 5.7
Based on 14 answers
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Ruud Reinold | TrustRadius Reviewer

In-Person Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.4
Based on 4 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 | TrustRadius Reviewer

Online Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 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 | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 6.3
Based on 14 answers
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Ruud Reinold | 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 PureConnect

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Micheal McComber | TrustRadius Reviewer

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
Most issues we encountered are related to telecom providers or environmental (MPLS nd firewall) issues, not due to product problems.
Ruud Reinold | 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 PureConnect

  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Blake Dunham | TrustRadius Reviewer

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Genesys PureConnect
8.0

Likelihood to Renew

8x8 Contact Center
Genesys PureConnect
8.2

Usability

8x8 Contact Center
8.2
Genesys PureConnect
7.5

Reliability and Availability

8x8 Contact Center
Genesys PureConnect
9.1

Performance

8x8 Contact Center
Genesys PureConnect
8.8

Support Rating

8x8 Contact Center
5.4
Genesys PureConnect
5.7

In-Person Training

8x8 Contact Center
Genesys PureConnect
8.4

Online Training

8x8 Contact Center
Genesys PureConnect
8.3

Implementation Rating

8x8 Contact Center
Genesys PureConnect
6.3

Scalability

8x8 Contact Center
Genesys PureConnect
8.3

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