What users are saying about
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134 Ratings
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Top Rated
193 Ratings

8x8 Virtual Office

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134 Ratings
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Score 7 out of 101

Genesys PureCloud

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Top Rated
193 Ratings
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Score 7.1 out of 101

Likelihood to Recommend

8x8 Virtual Office

Any business that has workers in multiple locations or workers who are based out for the office for significant periods of time will really benefit from the 8x8 cloud-based system. Your direct line follows you around, but because of the Virtual Attendant, office hours and out of hours can be configured so that you only receive calls when you're "at work."
Andrew Steven profile photo

Genesys PureCloud

If you are a midsize call center from 100 - 300 users, it is not a bad product. Make sure you do not have an expectation of getting a 100% audio/screen recordings and that you are not looking for speedy priority 3 - 5 ticket resolutions. In that case, this is not your product.
Usama Ahmed profile photo

Feature Rating Comparison

Cloud PBX

8x8 Virtual Office
7.8
Genesys PureCloud
Hosted PBX
8x8 Virtual Office
8.0
Genesys PureCloud
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office
8.5
Genesys PureCloud
User templates
8x8 Virtual Office
6.4
Genesys PureCloud
Call reports
8x8 Virtual Office
7.5
Genesys PureCloud
Directory of employee names
8x8 Virtual Office
8.6
Genesys PureCloud

Call Management

8x8 Virtual Office
8.5
Genesys PureCloud
Answering rules
8x8 Virtual Office
8.5
Genesys PureCloud
Call recording
8x8 Virtual Office
8.8
Genesys PureCloud
Call park
8x8 Virtual Office
8.0
Genesys PureCloud
Call screening
8x8 Virtual Office
8.5
Genesys PureCloud
Message alerts
8x8 Virtual Office
8.8
Genesys PureCloud

VoIP system collaboration

8x8 Virtual Office
7.6
Genesys PureCloud
Video conferencing
8x8 Virtual Office
7.3
Genesys PureCloud
Audio conferencing
8x8 Virtual Office
7.9
Genesys PureCloud

Mobile apps

8x8 Virtual Office
7.5
Genesys PureCloud
Mobile app for iOS
8x8 Virtual Office
7.5
Genesys PureCloud
Mobile app for Android
8x8 Virtual Office
7.5
Genesys PureCloud

Contact Center Software

8x8 Virtual Office
Genesys PureCloud
8.1
Agent dashboard
8x8 Virtual Office
Genesys PureCloud
8.4
Validate callers
8x8 Virtual Office
Genesys PureCloud
7.8
Outbound response
8x8 Virtual Office
Genesys PureCloud
7.8
Call forwarding
8x8 Virtual Office
Genesys PureCloud
7.6
Click-to-call (CTC)
8x8 Virtual Office
Genesys PureCloud
9.3
Warm transfer
8x8 Virtual Office
Genesys PureCloud
9.3
Predictive dialing
8x8 Virtual Office
Genesys PureCloud
7.6
Interactive voice response
8x8 Virtual Office
Genesys PureCloud
7.7
REST APIs
8x8 Virtual Office
Genesys PureCloud
8.0
Call scripts
8x8 Virtual Office
Genesys PureCloud
8.2
Call tracking
8x8 Virtual Office
Genesys PureCloud
9.1
Multichannel integration
8x8 Virtual Office
Genesys PureCloud
7.7
CRM software integration
8x8 Virtual Office
Genesys PureCloud
7.3

Workforce Optimization (WFO)

8x8 Virtual Office
Genesys PureCloud
8.5
Inbound call routing
8x8 Virtual Office
Genesys PureCloud
8.8
Omnichannel inbound routing
8x8 Virtual Office
Genesys PureCloud
7.9
Recording
8x8 Virtual Office
Genesys PureCloud
8.9
Quality management
8x8 Virtual Office
Genesys PureCloud
8.4
Call analytics
8x8 Virtual Office
Genesys PureCloud
9.0
Historical reporting
8x8 Virtual Office
Genesys PureCloud
8.6
Live reporting
8x8 Virtual Office
Genesys PureCloud
9.2
Customer surveys
8x8 Virtual Office
Genesys PureCloud
7.1
Customer interaction analytics
8x8 Virtual Office
Genesys PureCloud
9.0

Pros

8x8 Virtual Office

  • 8x8 Virtual Office provides as many ring groups that a company requires. We have 6 rings that help clients reach the person they need to reach.
  • 8x8 Virtual Office provides as many fax numbers that a company requires. We have 6 fax numbers that help employees receive a client's fax in a timely manner. And can verify receipt quickly.
No photo available

Genesys PureCloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus profile photo

Cons

8x8 Virtual Office

  • Voicemail passwords. 8x8 imposes certain limitations on voicemail passwords, like not letting you use any number combination that is also a year between 1900 and 2019 I think. We have used the number combination 1957 for a particular purpose, not related to the year, but 8x8 will not allow us to use this as a voicemail password. I think users should be able to choose whatever passcode they'd like for their voicemail, as long as it's 4-digits or more, or whatever the parameters are.
No photo available

Genesys PureCloud

  • Faxing - we were sold that all of our faxing need would be met that was not the case
  • Mobile App needs a lot more work
  • Need work with Jabra headsets - we are having trouble with the buttons and the ringing through the headset
  • Desktop version needs additional work
Ronnie Knight profile photo

Likelihood to Renew

8x8 Virtual Office

8x8 Virtual Office 7.9
Based on 5 answers
We've had an excellent experience with 8x8 Virtual Office. We have downtime very rarely and the service provided by all reps is excellent. The little quirks that I've mentioned as cons are minor inconveniences but I prefer working like that than hosting our own PBX.
Daniel Herrera profile photo

Genesys PureCloud

Genesys PureCloud 8.2
Based on 6 answers
The cost increase is now the same as other companies offering more.
Michael Haddad profile photo

Usability

8x8 Virtual Office

8x8 Virtual Office 8.2
Based on 3 answers
The web interface is easy to navigate and the data that I need is only ever one or two clicks away. When running reports, I don't have to deal with convoluted filters or awkward logic implementations, it just works and it works well. If I had to fault it for something, I would say that the interface is not consistent all over the place; The account manager portal and the Virtual Office portal have two completely different styles.
Daniel Herrera profile photo

Genesys PureCloud

Genesys PureCloud 7.8
Based on 22 answers
I myself am fairly knowledgeable when using software but PurCcloud is definitely an extremely useful and easy to use software that makes taking and making calls a lot more efficient, trackable, and easy to deal with in bulk. I really enjoy it myself and feel it helps me do my job efficiently and to my best potential.
Haden Oxford profile photo

Reliability and Availability

8x8 Virtual Office

8x8 Virtual Office 7.3
Based on 1 answer
In the time I have used 8x8 Virtual Office, the core system has been up and running almost flawlessly though we do have a slight performance degradation from time to time as is expected of cloud software. The one recurring issue for us is that the fax connection is not always functional for outbound messages. We usually have to retry three or four times to get the fax to connect reliably to the destination machine. Once connected, it's smooth sailing.
Daniel Herrera profile photo

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson profile photo

Performance

8x8 Virtual Office

8x8 Virtual Office 8.2
Based on 1 answer
None of the features that are available slow down the application. The reports (even the ones with hundreds of records) complete very quickly and the web interface as well as the mobile application never struggle to load or complete a task. The analytics will sometimes take some time to reflect the online status of users but it is to be expected due to connection speeds.
Daniel Herrera profile photo

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson profile photo

Support

8x8 Virtual Office

8x8 Virtual Office 9.1
Based on 2 answers
The support is more than capable of handling all types of requests. I can rest assured that when I connect via phone or chat, I will get a prompt response and that I will also leave that call or chat with my problem resolved. It is very rare that a case has to be escalated anywhere.
Daniel Herrera profile photo

Genesys PureCloud

Genesys PureCloud 6.4
Based on 28 answers
I've reported an error a few times, and it can be good based on the person. At times, the issue is resolved quickly and understood. Other times, the agent doesn't understand what we're saying though the instructions are clear and concise if you understand the program you're supporting.
Nicolas Bedard-Reid profile photo

In-Person Training

8x8 Virtual Office

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson profile photo

Online Training

8x8 Virtual Office

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 7.3
Based on 2 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley profile photo

Implementation

8x8 Virtual Office

8x8 Virtual Office 7.3
Based on 2 answers
This was already in place before I joined the organization but given that we're still satisfied with it, I would say that the implementation was a success across the board.
Daniel Herrera profile photo

Genesys PureCloud

Genesys PureCloud 7.7
Based on 4 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom profile photo

Alternatives Considered

8x8 Virtual Office

When looking at phone systems for my office several years ago, I reviewed three different systems that were recommended to me. The 8x8 sales person who made the original presentation was extremely helpful in identifying the things I needed to fit my particular single office situation. She didn't try to sell me more that I needed.
No photo available

Genesys PureCloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis profile photo

Scalability

8x8 Virtual Office

8x8 Virtual Office 7.3
Based on 1 answer
We've had periods where our organization has grown a considerable amount and we have had no issues in scaling our communications with 8x8. The number of possible extensions that we can use is far more than we expect to go through in a very long time. The only complaint that I have is a very minor inconvenience for me where I have to download activation codes for each phone. I would prefer to have the phones automatically activated as soon as they are plugged in.
Daniel Herrera profile photo

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson profile photo

Return on Investment

8x8 Virtual Office

  • Much better handling of inbound call volume, ensuring secondary and tertiary backups to answering calls.
  • Call recording ensures consistency of call etiquette and professionalism while allowing replaying to capture the content of the call and holding customers accountable for their request and authorizations.
  • ROI is hard to measure, but ensuring no lost/abandoned calls has positive impact on business financially.
  • Using mobile devices during internet interruptions is invaluable for business continuity and customer access to business.
No photo available

Genesys PureCloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster profile photo

Pricing Details

8x8 Virtual Office

General

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

Genesys PureCloud

General

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

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