What users are saying about

8x8 Virtual Office

Top Rated
33 Ratings

Genesys PureCloud<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

47 Ratings

8x8 Virtual Office

Top Rated
33 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.6 out of 101

Genesys PureCloud<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

47 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.7 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Office

We were using another VoIP service before and we constantly have to restart meetings due to sound quality. After 2 hours of conferences, the sound would completely go out and you couldn't understand anyone.

After switching over to 8x8, that never happens. 4-5 hour calls are now bearable.
No photo available

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

Cloud PBX

8x8 Virtual Office
8.7
Genesys PureCloud
Hosted PBX
8x8 Virtual Office
9.8
Genesys PureCloud
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office
9.0
Genesys PureCloud
User templates
8x8 Virtual Office
9.1
Genesys PureCloud
Call reports
8x8 Virtual Office
8.2
Genesys PureCloud
Directory of employee names
8x8 Virtual Office
7.6
Genesys PureCloud

Call Management

8x8 Virtual Office
8.8
Genesys PureCloud
Answering rules
8x8 Virtual Office
9.4
Genesys PureCloud
Call recording
8x8 Virtual Office
9.4
Genesys PureCloud
Call park
8x8 Virtual Office
9.4
Genesys PureCloud
Call screening
8x8 Virtual Office
7.0
Genesys PureCloud
Message alerts
8x8 Virtual Office
8.9
Genesys PureCloud

VoIP system collaboration

8x8 Virtual Office
8.0
Genesys PureCloud
Video conferencing
8x8 Virtual Office
7.8
Genesys PureCloud
Audio conferencing
8x8 Virtual Office
8.1
Genesys PureCloud

Mobile apps

8x8 Virtual Office
8.5
Genesys PureCloud
Mobile app for iOS
8x8 Virtual Office
8.8
Genesys PureCloud
Mobile app for Android
8x8 Virtual Office
8.2
Genesys PureCloud

Contact Center Software

8x8 Virtual Office
Genesys PureCloud
8.0
Agent dashboard
8x8 Virtual Office
Genesys PureCloud
7.4
Validate callers
8x8 Virtual Office
Genesys PureCloud
8.1
Outbound response
8x8 Virtual Office
Genesys PureCloud
7.7
Call forwarding
8x8 Virtual Office
Genesys PureCloud
7.6
Click-to-call (CTC)
8x8 Virtual Office
Genesys PureCloud
8.1
Warm transfer
8x8 Virtual Office
Genesys PureCloud
8.3
Predictive dialing
8x8 Virtual Office
Genesys PureCloud
8.0
Interactive voice response
8x8 Virtual Office
Genesys PureCloud
8.5
REST APIs
8x8 Virtual Office
Genesys PureCloud
8.3
Call scripts
8x8 Virtual Office
Genesys PureCloud
8.3
Call tracking
8x8 Virtual Office
Genesys PureCloud
8.1
Multichannel integration
8x8 Virtual Office
Genesys PureCloud
7.5
CRM software integration
8x8 Virtual Office
Genesys PureCloud
7.5

Workforce Optimization (WFO)

8x8 Virtual Office
Genesys PureCloud
7.5
Inbound call routing
8x8 Virtual Office
Genesys PureCloud
8.6
Omnichannel inbound routing
8x8 Virtual Office
Genesys PureCloud
7.6
Recording
8x8 Virtual Office
Genesys PureCloud
8.6
Quality management
8x8 Virtual Office
Genesys PureCloud
7.9
Call analytics
8x8 Virtual Office
Genesys PureCloud
7.6
Historical reporting
8x8 Virtual Office
Genesys PureCloud
6.1
Live reporting
8x8 Virtual Office
Genesys PureCloud
7.8
Customer surveys
8x8 Virtual Office
Genesys PureCloud
6.6
Customer interaction analytics
8x8 Virtual Office
Genesys PureCloud
6.9

Pros

  • Ease of setup, activation, and getting started.
  • Excellent customer service especially follow up to close and resolve the issue.
  • Reliable service, good voice quality and hasn't failed ever in 6 years since we have been using it.
Ashish Shah 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

  • Outdated UI. Aesthetically, 8x8 is not overly impressive. If you told me nothing about the software and only showed me some screenshots, I might venture to guess that it's a software from the mid 90s.
  • Lacking intuitive UX. I'm someone that typically picks up a software very fast. When I first started with 8x8, I recall stumbling through my first couple of weeks of interaction. That tells me that the UX could use some work.
No photo available
  • PureCloud seems to struggle to provide a reliable platform and, at times, experiences regular partial or complete platform outages. Statistics aside, a partial outage (for example, the inability to log in) can still result in a complete lack of usability
  • PureCloud (like PureConnect before it) has tended to struggle in providing basic handset phone functionality
  • PureCloud still lags behind PureConnect in the ability to perform event-based customization
David Currier profile photo

Likelihood to Renew

8x8 Virtual Office5.1
Based on 2 answers
Based on their poor customer service and lack of warranty replacement, I would not recommend or use 8x8.
Raymond Goins profile photo
Genesys PureCloud8.2
Based on 1 answer
No answer on this topic is available.

Alternatives Considered

At that time other vendors did not have a virtual attendant feature, thus 8x8 was leading edge.
Ashish Shah profile photo
Voxtron was managed by a third-party so it was a challenge to have anything updated or changed quickly have PureCloud allows full control of the queue and systems internally.
Jason Pratt profile photo

Return on Investment

  • It has successfully exceeded our objectives of smoother, bright, and straightforward communication platform for distributed teams. Ability to support customers from within their time zone.
Ashish Shah profile photo
  • Lowered the cost of our communications spend when also combined with a new line provider and servicer
  • Fewer staff complaints regarding quality of voice calls
  • Reduction in the cost of providing "Live" chat interactions
Matthew Calton profile photo

Pricing Details

8x8 Virtual Office

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

8x8 Virtual Office 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