What users are saying about
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52 Ratings
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Top Rated
229 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100

Genesys PureEngage

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Top Rated
229 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 PureEngage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Genesys PureEngage
7.7
Agent dashboard
8x8 Contact Center
7.3
Genesys PureEngage
7.5
Validate callers
8x8 Contact Center
6.6
Genesys PureEngage
7.8
Outbound response
8x8 Contact Center
6.1
Genesys PureEngage
7.4
Call forwarding
8x8 Contact Center
7.2
Genesys PureEngage
7.7
Click-to-call (CTC)
8x8 Contact Center
6.3
Genesys PureEngage
7.5
Warm transfer
8x8 Contact Center
7.0
Genesys PureEngage
7.6
Predictive dialing
8x8 Contact Center
5.3
Genesys PureEngage
7.6
Interactive voice response
8x8 Contact Center
6.1
Genesys PureEngage
8.0
REST APIs
8x8 Contact Center
5.0
Genesys PureEngage
7.7
Call scripts
8x8 Contact Center
5.1
Genesys PureEngage
7.4
Call tracking
8x8 Contact Center
7.2
Genesys PureEngage
7.8
Multichannel integration
8x8 Contact Center
5.5
Genesys PureEngage
8.2
CRM software integration
8x8 Contact Center
5.0
Genesys PureEngage
7.4

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Genesys PureEngage
7.4
Inbound call routing
8x8 Contact Center
8.1
Genesys PureEngage
8.1
Omnichannel inbound routing
8x8 Contact Center
7.3
Genesys PureEngage
8.0
Recording
8x8 Contact Center
7.9
Genesys PureEngage
7.0
Quality management
8x8 Contact Center
6.9
Genesys PureEngage
6.9
Call analytics
8x8 Contact Center
7.4
Genesys PureEngage
7.2
Historical reporting
8x8 Contact Center
6.7
Genesys PureEngage
7.5
Live reporting
8x8 Contact Center
9.0
Genesys PureEngage
7.5
Customer surveys
8x8 Contact Center
6.8
Genesys PureEngage
7.3
Customer interaction analytics
8x8 Contact Center
Genesys PureEngage
7.4

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 PureEngage

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh K.S Kumar | 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 PureEngage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.0
Based on 15 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu | TrustRadius Reviewer

Usability

8x8 Contact Center

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

Genesys PureEngage

Genesys PureEngage 7.0
Based on 9 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys PureEngage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu | 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 PureEngage

Genesys PureEngage 7.0
Based on 11 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.2
Based on 7 answers
Implementation on Genesys PureEngage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | 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 PureEngage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro | 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 PureEngage

  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
Sharon Woodard | 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 PureEngage

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 PureEngage
8.4

Likelihood to Renew

8x8 Contact Center
Genesys PureEngage
7.0

Usability

8x8 Contact Center
8.2
Genesys PureEngage
7.0

Reliability and Availability

8x8 Contact Center
Genesys PureEngage
7.8

Performance

8x8 Contact Center
Genesys PureEngage
6.9

Support Rating

8x8 Contact Center
5.5
Genesys PureEngage
7.0

In-Person Training

8x8 Contact Center
Genesys PureEngage
8.1

Online Training

8x8 Contact Center
Genesys PureEngage
7.3

Implementation Rating

8x8 Contact Center
Genesys PureEngage
7.2

Scalability

8x8 Contact Center
Genesys PureEngage
7.3

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