8x8 Virtual Office Enterprise Suite

11 Ratings
Score 7.7 out of 101

Genesys PureConnect

Top Rated
104 Ratings
Score 8.2 out of 101

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Likelihood to Recommend

8x8 Virtual Office Enterprise Suite

Some of the best scenarios are working remotely. It really allows you to get everything you need out of an office phone right from your computer/cell without any need for hardware. It's not great when you've already plugged in a dialer of some sort, or software like Outreach.io that has some overlap in features (click to dial, especially).
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Genesys PureConnect

Pros: It works efficiently with homeworkers & outsourcing partners who are using the same product. It has a reasonably rich features framework easy to use as a single all-in platform. Cons: It is efficient for large complex customer service departments - less appropriate (too expensive) for smaller & simpler organisations. The real-time non-voice (native chat) feature appeared to be quite limited compared to other products focused on this particular market niche.
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Feature Rating Comparison

Cloud PBX

8x8 Virtual Office Enterprise Suite
8.4
Genesys PureConnect
Hosted PBX
8x8 Virtual Office Enterprise Suite
8.0
Genesys PureConnect
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office Enterprise Suite
8.0
Genesys PureConnect
User templates
8x8 Virtual Office Enterprise Suite
7.0
Genesys PureConnect
Call reports
8x8 Virtual Office Enterprise Suite
9.0
Genesys PureConnect
Directory of employee names
8x8 Virtual Office Enterprise Suite
10.0
Genesys PureConnect

Call Management

8x8 Virtual Office Enterprise Suite
8.4
Genesys PureConnect
Answering rules
8x8 Virtual Office Enterprise Suite
6.0
Genesys PureConnect
Call recording
8x8 Virtual Office Enterprise Suite
7.0
Genesys PureConnect
Call park
8x8 Virtual Office Enterprise Suite
9.0
Genesys PureConnect
Call screening
8x8 Virtual Office Enterprise Suite
10.0
Genesys PureConnect
Message alerts
8x8 Virtual Office Enterprise Suite
10.0
Genesys PureConnect

Contact Center Software

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

Workforce Optimization (WFO)

8x8 Virtual Office Enterprise Suite
Genesys PureConnect
8.5
Inbound call routing
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
8.8
Omnichannel inbound routing
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
9.1
Recording
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
9.1
Quality management
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
8.2
Call analytics
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
8.6
Historical reporting
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
8.2
Live reporting
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
7.7
Customer surveys
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
8.2
Customer interaction analytics
8x8 Virtual Office Enterprise Suite
Genesys PureConnect
8.2

Pros

  • Managing VM
  • Caller ID
  • Virtual TXT
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  • Seamless interaction processing, highly configurable & complex intelligent routing of huge call volumes.
  • Distributed platform architecture in a cloud - always operating within very high SLA.
  • Reasonable API integration with other third party products such as Salesforce, Aspect, Nice, Nuance & more.
  • Great genuine support & professional services offering solutions and customizations.
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Cons

  • Integration with Insidesales/Salesforce/Outreach/etc.
  • RAM usage could be lower
  • Cross platform?
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  • Limited real time and WFM out of the box capabilities required additional customization and integration with third part products to meet the business operations.
  • Somehow complicated licensing model limits the transparency on the actual usage in real time.
  • Great dependency on Genesys engineering and development teams due to the restricted access to the distributed architectural components in the cloud.
  • Web RTC capabilities are still lagging behind.
Svetoslav Georgiev profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Genesys PureConnect9.3
Based on 15 answers
Feature rich, easy to deploy, simple to maintain, and reliable. What more could you ask for?
David Barilla profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.6
Based on 7 answers
My long history of success with I3 which included custom adhoc reporting, internal customization, over all support received, integration of all aspects of system
Derek Gibson 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
Having a project manager to ensure everything goes smoothly and in a timely manner is extremely important.
Andrew Wooster profile photo

Alternatives Considered

I had no control over this but we are using 8x8 virtual office enterprise suite to get some of the functionality, mostly click to dial and contact handling. It's not exactly a competitor, but if you're looking for an easy way to utilize your company phone system remotely, I've had a great experience, including working from home for an entire month on it.
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You cannot compare PureConnect to the Nortel 11C that I used to support. They are completely different animals.In regard to the ShoreTel system that I supported, PureConnect was considerably more mature with vastly superior support, documentation and functionality.
Aaron Lael 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

  • I've reached more leads and contacts than before because I can text to set appointments
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  • 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 Office Enterprise Suite

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

8x8 Virtual Office Enterprise Suite 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