What users are saying about

Genesys PureCloud

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53 Ratings
6 Ratings
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Score 7.7 out of 101

Genesys PureCloud

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53 Ratings
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Score 7.7 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Genesys PureCloud

Genesys PureCloud is a great solution for businesses that have a contact center operation and would benefit from industry standard features coupled with high integration availability trough a web API. Being a true cloud solution allows focus on use and operation and alleviates the need for systems and infrastructure support teams.It's agile release schedule also provides value by giving users constant feature upgrades and virtually eliminates platform obsolescence.
No photo available

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Genesys PureCloud
7.9
Agent dashboard
8x8 Virtual Contact Center
8.0
Genesys PureCloud
7.4
Validate callers
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.1
Outbound response
8x8 Virtual Contact Center
10.0
Genesys PureCloud
7.6
Call forwarding
8x8 Virtual Contact Center
10.0
Genesys PureCloud
7.6
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Genesys PureCloud
8.1
Warm transfer
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.3
Predictive dialing
8x8 Virtual Contact Center
8.0
Genesys PureCloud
8.0
Interactive voice response
8x8 Virtual Contact Center
8.0
Genesys PureCloud
8.5
Call scripts
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.1
Call tracking
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.1
REST APIs
8x8 Virtual Contact Center
Genesys PureCloud
8.3
Multichannel integration
8x8 Virtual Contact Center
Genesys PureCloud
7.5
CRM software integration
8x8 Virtual Contact Center
Genesys PureCloud
7.5

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Genesys PureCloud
7.5
Inbound call routing
8x8 Virtual Contact Center
10.0
Genesys PureCloud
8.5
Recording
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.7
Quality management
8x8 Virtual Contact Center
9.0
Genesys PureCloud
7.9
Call analytics
8x8 Virtual Contact Center
8.0
Genesys PureCloud
7.5
Historical reporting
8x8 Virtual Contact Center
7.5
Genesys PureCloud
6.3
Live reporting
8x8 Virtual Contact Center
9.0
Genesys PureCloud
7.9
Omnichannel inbound routing
8x8 Virtual Contact Center
Genesys PureCloud
7.6
Customer surveys
8x8 Virtual Contact Center
Genesys PureCloud
6.6
Customer interaction analytics
8x8 Virtual Contact Center
Genesys PureCloud
7.0

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • Intuitive interface with powerful features allos easy adoption by workforce and best-of-class CC operation.
  • Constant updates and new feature delivery future-proofs your investment.
  • Backed by an industry leader. Plaform is supported by solid organization that continues to grow and has a clear vision of the future of CX.
  • Open APIs for development and integrations makes it a powerful platform for innovative businesses.
  • Elastic architecture and pricing model permits growing without adquiring licensing each time.
No photo available

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • Support has been friendly, but not very helpful. In my experience, the first level asks many irrelevant questions and support starts after they finally escalate the case. This may take a week or more. However, Genesys is aware and actively addressing the problem.
  • Limited reporting capability is a major issue for us. For example, skill-based reports are practically non-existant. We are using a third-party database (PureInsights) and are creating our own reports, which adds quite a bit of addl. time and cost to the implementation. PureCloud would strongly benefit from proper reporting capabilities that are standard in competitive products.
  • Some annoyances like inability to stream a variety of hold music. You are limited to the standard music, or one alternative. However, these aren't show stoppers and Genesys has eliminated a number of them over time with releases coming every week or two.
No photo available

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
There are a large number of vendors offering a fairly similar feature set to PureCloud, but with the history of contact center focus behind it, PureCloud still provides a unique and powerful combination of communication tools that l enable it to provide industry-leading service with less difficulty than may be required with other platforms.
David Currier profile photo

Return on Investment

  • 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
  • From an admin perspective, I can't really detail ROI, though we have substantially reduced average handle time.
  • This has allowed consultants to more easily access information or have information displayed through scripts improving customer satisfaction.
  • This has simplified the learning/training procedure of onboarding new consultants and assists new consultants to provide accurate information efficiently.
No photo available

Pricing Details

8x8 Virtual Contact Center

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

8x8 Virtual Contact Center More Information

Genesys PureCloud

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

Genesys PureCloud More Information