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
222 Ratings
19 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.2 out of 101

Genesys PureEngage

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
222 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 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 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 profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.6
Genesys PureEngage
7.7
Agent dashboard
8x8 Contact Center
7.4
Genesys PureEngage
7.5
Validate callers
8x8 Contact Center
7.9
Genesys PureEngage
7.9
Outbound response
8x8 Contact Center
7.4
Genesys PureEngage
7.4
Call forwarding
8x8 Contact Center
7.5
Genesys PureEngage
7.7
Click-to-call (CTC)
8x8 Contact Center
7.8
Genesys PureEngage
7.5
Warm transfer
8x8 Contact Center
7.6
Genesys PureEngage
7.6
Predictive dialing
8x8 Contact Center
6.9
Genesys PureEngage
7.5
Interactive voice response
8x8 Contact Center
7.0
Genesys PureEngage
8.0
REST APIs
8x8 Contact Center
8.2
Genesys PureEngage
7.6
Call scripts
8x8 Contact Center
7.2
Genesys PureEngage
7.4
Call tracking
8x8 Contact Center
8.0
Genesys PureEngage
7.8
Multichannel integration
8x8 Contact Center
7.9
Genesys PureEngage
8.2
CRM software integration
8x8 Contact Center
8.5
Genesys PureEngage
7.4

Workforce Optimization (WFO)

8x8 Contact Center
7.7
Genesys PureEngage
7.4
Inbound call routing
8x8 Contact Center
8.3
Genesys PureEngage
8.1
Omnichannel inbound routing
8x8 Contact Center
7.7
Genesys PureEngage
8.0
Recording
8x8 Contact Center
8.0
Genesys PureEngage
7.0
Quality management
8x8 Contact Center
8.2
Genesys PureEngage
6.9
Call analytics
8x8 Contact Center
7.7
Genesys PureEngage
7.3
Historical reporting
8x8 Contact Center
7.6
Genesys PureEngage
7.5
Live reporting
8x8 Contact Center
9.0
Genesys PureEngage
7.4
Customer surveys
8x8 Contact Center
5.5
Genesys PureEngage
7.2
Customer interaction analytics
8x8 Contact Center
Genesys PureEngage
7.4

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 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 profile photo

Cons

8x8 Contact Center

  • Calling internal vs external
  • Trans IDs are only made live for 2 weeks
  • Does not let the customers type in the extension for the 1 rep they wish to speak to
No photo available

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 profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 7.2
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 profile photo

Usability

8x8 Contact Center

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

Genesys PureEngage

Genesys PureEngage 7.1
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 profile photo

Support

8x8 Contact Center

8x8 Contact Center 5.1
Based on 2 answers
I like the tool, but there is still room for improvement by means of internal external calling, getting direct extensions, and a more user-friendly experience in terms of gathering analytics and transferring calls, etc. I do enjoy the options to live monitor and whisper and join calls alongside reps.
No photo available

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 profile photo

Implementation

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 profile photo

Alternatives Considered

8x8 Contact Center

8x8 has a more modular pricing structure that worked better for our organization. While some users require full PBX and Contact Center, others didn't require all the bells and whistles. 8x8 allowed us to pick and choose the features we needed based on the need of our users.
Danny Fuentes profile photo

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 profile photo

Return on Investment

8x8 Contact Center

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo

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 profile photo

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

Add comparison