What users are saying about
8 Ratings
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240 Ratings
8 Ratings
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Score 7.3 out of 100

Genesys Cloud

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240 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

8x8 Express

For the price, having all of these features is amazing. If you have separate divisions and want to not have a ton of crossover with calls this is a great setup. It isn’t a great setup if you need only one phone since it doesn’t make sense since you won’t use most of the features.
Luke Sullivan | TrustRadius Reviewer

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Express
Genesys Cloud
8.3
Agent dashboard
8x8 Express
Genesys Cloud
8.1
Validate callers
8x8 Express
Genesys Cloud
7.2
Outbound response
8x8 Express
Genesys Cloud
8.1
Call forwarding
8x8 Express
Genesys Cloud
7.6
Click-to-call (CTC)
8x8 Express
Genesys Cloud
9.1
Warm transfer
8x8 Express
Genesys Cloud
8.8
Predictive dialing
8x8 Express
Genesys Cloud
7.5
Interactive voice response
8x8 Express
Genesys Cloud
8.7
REST APIs
8x8 Express
Genesys Cloud
8.6
Call scripts
8x8 Express
Genesys Cloud
8.3
Call tracking
8x8 Express
Genesys Cloud
8.9
Multichannel integration
8x8 Express
Genesys Cloud
8.7
CRM software integration
8x8 Express
Genesys Cloud
7.5

Workforce Optimization (WFO)

8x8 Express
Genesys Cloud
8.3
Inbound call routing
8x8 Express
Genesys Cloud
8.5
Omnichannel inbound routing
8x8 Express
Genesys Cloud
8.7
Recording
8x8 Express
Genesys Cloud
8.5
Quality management
8x8 Express
Genesys Cloud
8.3
Call analytics
8x8 Express
Genesys Cloud
8.7
Historical reporting
8x8 Express
Genesys Cloud
8.4
Live reporting
8x8 Express
Genesys Cloud
8.5
Customer surveys
8x8 Express
Genesys Cloud
7.3
Customer interaction analytics
8x8 Express
Genesys Cloud
8.1

Pros

8x8 Express

  • Being able to forward calls to my cell phone when I am out of office.
  • So much functionality. So many options.
  • One set price instead of a bunch of add-on fees.
Luke Sullivan | TrustRadius Reviewer

Genesys Cloud

  • Genesys Cloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys Cloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Cons

8x8 Express

  • Setup is a pain.
  • Transferring numbers take a long time.
Luke Sullivan | TrustRadius Reviewer

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Likelihood to Renew

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 9 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.9
Based on 28 answers
As I have been saying Genesys Cloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed.
Ronnie Knight | TrustRadius Reviewer

Reliability and Availability

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 3 answers
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.5
Based on 3 answers
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Support Rating

8x8 Express

8x8 Express 5.5
Based on 1 answer
If you get less than 4 phones you fall into the online only customer service. There were a couple of times that I could have used more assistance but figuring it out online was a bit of a hassle.
Luke Sullivan | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.5
Based on 94 answers
When deployed, there are some times issues where you need to contact official support. During my experience, I had issues with a couple of my customers regarding the device. Genesys' support does replace the device after a lot of validations and the shipping time is a headache for us as it takes a lot of time to come from the US to Saudi Arabia. This could be improved.
Teja DSV | TrustRadius Reviewer

In-Person Training

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
Based on 13 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

8x8 Express

I love 8x8. Having not used Polycom phones before, the hardest part was learning how to set up and use the actual phones. 8x8 makes it a seamless transition from using other service providers. Their customer service is excellent although if you get their cheapest plan you will only get online assistance.
Luke Sullivan | TrustRadius Reviewer

Genesys Cloud

We use also Genesys Engage on Premises. Both offer great customer experience but we choose Genesys Cloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. Genesys Engage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 2 answers
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Return on Investment

8x8 Express

  • We are still learning all the nuances but we miss much fewer calls.
  • Transitioning calls to the appropriate person is much easier.
  • Ease of use.
Luke Sullivan | TrustRadius Reviewer

Genesys Cloud

  • We have had Genesys Cloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Express

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

8x8 Express
9.1
Genesys Cloud
7.0

Likelihood to Renew

8x8 Express
Genesys Cloud
8.5

Usability

8x8 Express
Genesys Cloud
7.9

Reliability and Availability

8x8 Express
Genesys Cloud
8.5

Performance

8x8 Express
Genesys Cloud
8.5

Support Rating

8x8 Express
5.5
Genesys Cloud
6.5

In-Person Training

8x8 Express
Genesys Cloud
8.2

Online Training

8x8 Express
Genesys Cloud
7.3

Implementation Rating

8x8 Express
Genesys Cloud
7.7

Scalability

8x8 Express
Genesys Cloud
8.7

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