What users are saying about
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Top Rated
216 Ratings
17 Ratings
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Score 7.5 out of 101

Genesys PureEngage

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Top Rated
216 Ratings
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Score 7.9 out of 101

Likelihood to Recommend

8x8 Contact Center

In general I would describe 8x8 VCC as functional. Everything works but requires more effort than expected. One important thing to note is that we utilize both the 8x8 VCC and the 8x8 Soft phone. I definitely recommend exploring a different soft phone. I definitely recommend finding a different virtual phone solution.
No photo available

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
7.8
Genesys PureEngage
7.7
Agent dashboard
8x8 Contact Center
7.5
Genesys PureEngage
7.5
Validate callers
8x8 Contact Center
7.6
Genesys PureEngage
7.9
Outbound response
8x8 Contact Center
7.7
Genesys PureEngage
7.4
Call forwarding
8x8 Contact Center
7.6
Genesys PureEngage
7.7
Click-to-call (CTC)
8x8 Contact Center
7.7
Genesys PureEngage
7.5
Warm transfer
8x8 Contact Center
7.6
Genesys PureEngage
7.6
Predictive dialing
8x8 Contact Center
7.0
Genesys PureEngage
7.5
Interactive voice response
8x8 Contact Center
7.1
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
8.5
Genesys PureEngage
7.8
Multichannel integration
8x8 Contact Center
9.1
Genesys PureEngage
8.2
CRM software integration
8x8 Contact Center
8.5
Genesys PureEngage
7.4

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Genesys PureEngage
7.4
Inbound call routing
8x8 Contact Center
8.5
Genesys PureEngage
8.1
Omnichannel inbound routing
8x8 Contact Center
7.7
Genesys PureEngage
8.0
Recording
8x8 Contact Center
8.2
Genesys PureEngage
7.0
Quality management
8x8 Contact Center
8.5
Genesys PureEngage
6.9
Call analytics
8x8 Contact Center
7.8
Genesys PureEngage
7.3
Historical reporting
8x8 Contact Center
7.8
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

  • Data integration - Flexible SDKs/APIs
  • High Availabiliy and Redundancy of components.
  • Configuration management is clean and simple to follow.
Mike Bailey profile photo

Cons

8x8 Contact Center

  • Software client would be ideal for specific cases
Danny Fuentes profile photo

Genesys PureEngage

  • Genesys customer care is quite siloed and often speaks in very technical jargon to end business users
  • Workforce Management is not HTML5 enabled
  • Reporting in Designer and Speechminer is in UTC time zone, which is not relevant to everyone else.
Erin Ramcoomar profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Genesys PureEngage

Genesys PureEngage 6.9
Based on 13 answers
rich feature Contact Center Technology platform
eugene thai 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 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 PureEngage

Genesys PureEngage 6.8
Based on 10 answers
I give it a nine from my experience supporting and maintaining Genesys PureEngage platform on a large enterprise scale. According to our specific needs and the setup of our organization, Genesys Care (TechSupport) offers us confidence that all the issues will get solved. Our feature requests have been addressed quickly and efficiently.
Apostol Savu 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
It has to be a collaborative effort between professional services and internal IT team to implement a successful supportable solution.
eugene thai profile photo

Alternatives Considered

8x8 Contact Center

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

Genesys PureEngage

PureCloud on the other hand is completely abstract. There is only very little that you can do meaning only in terms of configuration alone. Edges sit on the premise and rest all stays with Genesys and Amazon. Though it saves lot of money and infrastructure, PureCloud is still far from being the perfect one. PureEngage lets you feel that you mean business. Everything stays under your control.
Suresh K.S Kumar profile photo

Return on Investment

8x8 Contact Center

  • Reduction of assets on our data center to operate the phone system.
  • Does not require certified training to manage.
Danny Fuentes profile photo

Genesys PureEngage

  • We already had an installed Genesys platform, we just upgraded it and supported new PBXs
  • This solution allowed us not to buy a new platform.
Rui Ferraz 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

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