What users are saying about
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Top Rated
239 Ratings

8x8 Contact Center

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Top Rated
239 Ratings
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Score 7.8 out of 100
210 Ratings
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Score 8.5 out of 100

Feature Set Ratings

  • 8x8 Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.5

8x8 Contact Center

75%
7.2

Genesys PureConnect

72%
8x8 Contact Center ranks higher in 7/13 features

Agent dashboard

8.0
80%
91 Ratings
6.0
60%
52 Ratings

Validate callers

7.0
70%
82 Ratings
7.1
71%
46 Ratings

Outbound response

8.4
84%
77 Ratings
6.7
67%
39 Ratings

Call forwarding

7.7
77%
97 Ratings
7.9
79%
53 Ratings

Click-to-call (CTC)

6.6
66%
58 Ratings
5.7
57%
42 Ratings

Warm transfer

8.3
83%
92 Ratings
8.4
84%
54 Ratings

Predictive dialing

6.6
66%
43 Ratings
6.9
69%
35 Ratings

Interactive voice response

7.5
75%
57 Ratings
7.2
72%
42 Ratings

REST APIs

8.2
82%
35 Ratings
7.9
79%
35 Ratings

Call scripts

7.6
76%
51 Ratings
7.0
70%
37 Ratings

Call tracking

6.9
69%
88 Ratings
7.9
79%
52 Ratings

Multichannel integration

8.3
83%
52 Ratings
7.1
71%
42 Ratings

CRM software integration

6.0
60%
47 Ratings
7.4
74%
36 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
7.5

Genesys PureConnect

75%
8x8 Contact Center ranks higher in 7/9 features

Inbound call routing

8.6
86%
85 Ratings
8.2
82%
49 Ratings

Omnichannel inbound routing

9.0
90%
48 Ratings
8.0
80%
37 Ratings

Recording

8.1
81%
83 Ratings
8.6
86%
50 Ratings

Quality management

7.3
73%
81 Ratings
7.2
72%
44 Ratings

Call analytics

7.8
78%
84 Ratings
7.6
76%
41 Ratings

Historical reporting

8.2
82%
78 Ratings
7.3
73%
50 Ratings

Live reporting

9.0
90%
1 Rating
8.2
82%
46 Ratings

Customer surveys

7.6
76%
42 Ratings
6.4
64%
34 Ratings

Customer interaction analytics

N/A
0 Ratings
6.2
62%
29 Ratings

Attribute Ratings

  • 8x8 Contact Center is rated higher in 7 areas: Likelihood to Recommend, Performance, In-Person Training, Implementation Rating, Configurability, Ease of integration, Product Scalability
  • Genesys PureConnect is rated higher in 3 areas: Likelihood to Renew, Usability, Support Rating
  • 8x8 Contact Center and Genesys PureConnect are tied in 1 area: Availability

Likelihood to Recommend

7.9

8x8 Contact Center

79%
106 Ratings
7.5

Genesys PureConnect

75%
113 Ratings

Likelihood to Renew

8.4

8x8 Contact Center

84%
5 Ratings
8.6

Genesys PureConnect

86%
12 Ratings

Usability

8.5

8x8 Contact Center

85%
18 Ratings
8.8

Genesys PureConnect

88%
9 Ratings

Availability

9.1

8x8 Contact Center

91%
2 Ratings
9.1

Genesys PureConnect

91%
6 Ratings

Performance

9.1

8x8 Contact Center

91%
2 Ratings
8.8

Genesys PureConnect

88%
6 Ratings

Support Rating

6.3

8x8 Contact Center

63%
75 Ratings
7.9

Genesys PureConnect

79%
16 Ratings

In-Person Training

9.1

8x8 Contact Center

91%
1 Rating
8.2

Genesys PureConnect

82%
4 Ratings

Online Training

8x8 Contact Center

N/A
0 Ratings
8.3

Genesys PureConnect

83%
3 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
3 Ratings
6.1

Genesys PureConnect

61%
21 Ratings

Configurability

9.1

8x8 Contact Center

91%
2 Ratings
9.0

Genesys PureConnect

90%
2 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Genesys PureConnect

N/A
0 Ratings

Ease of integration

8.6

8x8 Contact Center

86%
2 Ratings
8.1

Genesys PureConnect

81%
2 Ratings

Product Scalability

9.1

8x8 Contact Center

91%
2 Ratings
8.2

Genesys PureConnect

82%
3 Ratings

Vendor post-sale

8x8 Contact Center

N/A
0 Ratings
8.8

Genesys PureConnect

88%
3 Ratings

Vendor pre-sale

8x8 Contact Center

N/A
0 Ratings
8.8

Genesys PureConnect

88%
3 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

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.
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

  • 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.
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

  • Licensing can be challenging and very expensive.
  • Client templates are hard to administer and are built very different than the rest of the functionality.
  • Web desktop has been slow to come along and include all the features.
  • Optimizer is very sub-par product.
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 PureConnect

    Starting Price

    Editions & Modules

    Genesys PureConnect 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

      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

      We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
      One of the biggest advantages is that all is in one platform.
      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

      Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources
      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

      The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
      Read full review

      Performance

      8x8, Inc.

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

      Genesys

      Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect). As far as IVR operations, web service calls, database operations: they all operate reasonably.
      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

      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.
      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

      I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
      Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
      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

      The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
      Read full review

      Implementation Rating

      8x8, Inc.

      It was extremely easy
      Read full review

      Genesys

      Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
      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

      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.
      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

      Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
      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

      • 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.
      Read full review

      Screenshots

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