What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Genesys PureConnect

Top Rated
107 Ratings
Score 8.2 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 PureConnect

I have not yet come across an area where the product didn't suit our needs other than the analyser and WFM parts. In all other areas we use the product and are looking to extend the integration between the several other products we use or to replace 3rd party features with the integrated ones from the system.
Ruud Reinold profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Genesys PureConnect
8.6
Agent dashboard
8x8 Virtual Contact Center
8.0
Genesys PureConnect
7.7
Validate callers
8x8 Virtual Contact Center
9.0
Genesys PureConnect
8.8
Outbound response
8x8 Virtual Contact Center
10.0
Genesys PureConnect
8.2
Call forwarding
8x8 Virtual Contact Center
10.0
Genesys PureConnect
8.8
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Genesys PureConnect
8.5
Warm transfer
8x8 Virtual Contact Center
9.0
Genesys PureConnect
9.1
Predictive dialing
8x8 Virtual Contact Center
8.0
Genesys PureConnect
9.1
Interactive voice response
8x8 Virtual Contact Center
8.0
Genesys PureConnect
8.2
Call scripts
8x8 Virtual Contact Center
9.0
Genesys PureConnect
8.6
Call tracking
8x8 Virtual Contact Center
9.0
Genesys PureConnect
8.6
REST APIs
8x8 Virtual Contact Center
Genesys PureConnect
7.7
Multichannel integration
8x8 Virtual Contact Center
Genesys PureConnect
9.1
CRM software integration
8x8 Virtual Contact Center
Genesys PureConnect
9.1

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Genesys PureConnect
8.3
Inbound call routing
8x8 Virtual Contact Center
10.0
Genesys PureConnect
8.9
Recording
8x8 Virtual Contact Center
9.0
Genesys PureConnect
9.1
Quality management
8x8 Virtual Contact Center
9.0
Genesys PureConnect
8.4
Call analytics
8x8 Virtual Contact Center
8.0
Genesys PureConnect
8.8
Historical reporting
8x8 Virtual Contact Center
7.5
Genesys PureConnect
8.4
Live reporting
8x8 Virtual Contact Center
9.0
Genesys PureConnect
8.2
Omnichannel inbound routing
8x8 Virtual Contact Center
Genesys PureConnect
9.1
Customer surveys
8x8 Virtual Contact Center
Genesys PureConnect
7.7
Customer interaction analytics
8x8 Virtual Contact Center
Genesys PureConnect
6.4

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
  • Simplicity to implement a IVR
  • Easy to deploy
Lionel Florence 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
  • Reporting. Why can't I get individual interaction details from cradle to grave? Most importantly on "abandoned" interactions. PureConnect sums and averages all of your interaction data by half hour intervals and therefore dumps the individual line by line data. We want to know if someone abandons a queue, what date/time they called, their number, wait duration(s) before disconnect, workgroup and etc. This just makes no sense in comparison to the competition. The rest of the canned reporting is useful and works well.
Christopher Kaldenberg profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 15 answers
Difficulty of migrating to a new phone system is significant. Also that could result in potenetially higher costs, as well as the need for additional training for a new system. We are not at a point where we are so disappointed with ININ or our vendor support to jump ship yet.
No photo available

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.6
Based on 7 answers
Being able to customize the system to meet our business needs can be done in a number of ways with all the same result, giving us plenty of flexibility.
Andrew Wooster profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Genesys PureConnect9.1
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson profile photo

Performance

No score
No answers yet
No answers on this topic
Genesys PureConnect8.8
Based on 5 answers
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Derek Gibson profile photo

Support

No score
No answers yet
No answers on this topic
Genesys PureConnect6.7
Based on 8 answers
The tiered support time is often good (not always quick) about finding the problem, but when it comes to getting a solution, if the problem requires an SCR it can often seem like a lifetime to get your resolution. I understand that this is not something that will only be found with PureConnect, but I have simple bug SCRs that have been sitting approved but unworked for over a year with no sign of implementation.
Aaron Lael profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Genesys PureConnect9.1
Based on 4 answers
Staff responded well to trainer and provided excellent post training reviews.
Derek Gibson profile photo

Online Training

No score
No answers yet
No answers on this topic
Genesys PureConnect8.2
Based on 4 answers
Those that utilized online training provided excellent post training reviews.
Derek Gibson profile photo

Implementation

No score
No answers yet
No answers on this topic
Genesys PureConnect8.3
Based on 7 answers
be sure to involve members from all parties that would be involved in implementation from day one
Derek Gibson profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
CCA was taken over and killed by Oracle so there really is no comparison
Philip Hudson profile photo

Scalability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.3
Based on 5 answers
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
Aaron Lael 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
  • It checks off many necessities on our list.
  • It is a pain with the random problems.
  • Support can be tedious.
Philip Hudson profile photo

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 PureConnect

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

Genesys PureConnect More Information