What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Genesys PureCloud

29 Ratings
Score 7.6 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

It would be well suited for a company with low call volume and no queues that require statistical supervision. Also for companies with satellite offices that need phones but low call volume.
I would not recommend this product for a high risk call center that needs perfection in performance and consistency of data metrics and/or a complicated call flow.
Richard Oberle profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Genesys PureCloud
8.2
Agent dashboard
8x8 Virtual Contact Center
8.0
Genesys PureCloud
8.2
Validate callers
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.5
Outbound response
8x8 Virtual Contact Center
10.0
Genesys PureCloud
8.2
Call forwarding
8x8 Virtual Contact Center
10.0
Genesys PureCloud
8.5
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Genesys PureCloud
8.2
Warm transfer
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.6
Predictive dialing
8x8 Virtual Contact Center
8.0
Genesys PureCloud
7.7
Interactive voice response
8x8 Virtual Contact Center
8.0
Genesys PureCloud
8.2
Call scripts
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.5
Call tracking
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.8
REST APIs
8x8 Virtual Contact Center
Genesys PureCloud
8.8
Multichannel integration
8x8 Virtual Contact Center
Genesys PureCloud
8.2
CRM software integration
8x8 Virtual Contact Center
Genesys PureCloud
6.8

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Genesys PureCloud
7.8
Inbound call routing
8x8 Virtual Contact Center
10.0
Genesys PureCloud
8.8
Recording
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.5
Quality management
8x8 Virtual Contact Center
9.0
Genesys PureCloud
8.5
Call analytics
8x8 Virtual Contact Center
8.0
Genesys PureCloud
7.9
Historical reporting
8x8 Virtual Contact Center
7.5
Genesys PureCloud
7.3
Live reporting
8x8 Virtual Contact Center
9.0
Genesys PureCloud
7.6
Omnichannel inbound routing
8x8 Virtual Contact Center
Genesys PureCloud
7.9
Customer surveys
8x8 Virtual Contact Center
Genesys PureCloud
6.4
Customer interaction analytics
8x8 Virtual Contact Center
Genesys PureCloud
7.7

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
  • Routing Inbound calls to specific queues with set queue priorities is very well structured
  • A very easy to use Architect that enables us to create call workflows ourselves without depending on Genesys support or services. As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live
  • The current PureCloud dashboard provides a birds-eye view of all queues and the KPIs. This serves really well to review the state of operations by day, week or over a month by a click of a button
  • PureCloud resource center is a very comprehensive repository of knowledge and the user community also provides the insight to get answers to questions or issues needed quickly. PC support is nice but it always helps to understand how others are using the functionality and how we can learn from it
Poojan Mitra profile photo

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
  • While dashboard works great, Pure cloud reports are something that can be improved a lot. you have to mine a report data in excel before it can be used in a presentable format.
  • One specific example of a report is an agent metrics report. There is no summarization of agent metrics in the report or when exported to Excel. the export creates multiple Excel tabs for each interaction type for each agent. If you have 30 agents and you need to see how they are performing for ACD, non ACD , email, it creates 90 tabs in excel for these 30 agents (1 tab for each interaction type) which becomes so complex and time-consuming, which is a scarce commodity in an operation like ours.
  • You cant Cherry pick calls. This is an important functionality for us to ensure we are serving the customers well. We need to ability to cherry pick calls from 20 waiting. This helps in the scenario when customers call in and also emails us while waiting for a call. Rather than calling back, we expect agents to pick up the waiting call from the list of calls waiting.
Poojan Mitra profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Avaya is a robust platform but ultimately is limited to very little updating and enhancements as it is ultimately a PBX based system. Avaya requires past knowledge (possibly certifications) to successfully manage. PureCloud, on the other hand, is very easy to enter and administer with little knowledge or experience, and once you have learned the platform on a more technical level it allows you to expand your contact centers functionality substantially.
No photo available

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