11 Ratings
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Top Rated
372 Ratings
11 Ratings
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Score 7.5 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
372 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 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 CX (formerly Genesys Cloud)

Genesys Cloud makes a fantastic resource for a medium or growing business' call center. It can support multiple teams and allows the monitoring of chat and email as well which many companies are looking to utilize. Functionality of Genesys Cloud cannot be beat at its price, but some small businesses may be priced out of utilizing it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Agent dashboard
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Validate callers
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Outbound response
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
7.3
Call forwarding
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Click-to-call (CTC)
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Warm transfer
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
9.0
Predictive dialing
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Interactive voice response
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.7
REST APIs
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call scripts
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call tracking
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Multichannel integration
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
7.4
CRM software integration
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Workforce Optimization (WFO)

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Inbound call routing
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Omnichannel inbound routing
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Recording
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Quality management
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call analytics
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Historical reporting
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Live reporting
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Customer surveys
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
6.5
Customer interaction analytics
8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
7.2

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 CX (formerly Genesys Cloud)

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Cons

8x8 Express

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

Genesys Cloud CX (formerly Genesys Cloud)

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Likelihood to Renew

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.2
Based on 16 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 36 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.7
Based on 5 answers
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Danette Babyn | TrustRadius Reviewer

Performance

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.5
Based on 5 answers
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Nikos Papakonstantinou | 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.0
Based on 99 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.0
Based on 19 answers
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Matthew Calton | 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 CX (formerly Genesys Cloud)

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

8x8 Express

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.8
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | 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 CX (formerly Genesys Cloud)

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Express

General

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

8x8 Express Editions & Modules

Additional Pricing Details

Genesys Cloud CX (formerly Genesys Cloud)

General

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

Genesys Cloud CX (formerly Genesys Cloud) Editions & Modules

Edition
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.001
Genesys Cloud CX 3$140.001
Genesys ChoiceContact sales team2
  1. Per User Per Month
  2. Contact sales team
Additional Pricing Details
Pricing plans can also be billed hourly.

Rating Summary

Likelihood to Recommend

8x8 Express
9.1
Genesys Cloud CX (formerly Genesys Cloud)
7.9

Likelihood to Renew

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Usability

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Support Rating

8x8 Express
5.5
Genesys Cloud CX (formerly Genesys Cloud)
7.0

In-Person Training

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Online Training

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
7.3

Implementation Rating

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.0

Scalability

8x8 Express
Genesys Cloud CX (formerly Genesys Cloud)
8.8

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