What users are saying about

8x8 Virtual Office

Top Rated
33 Ratings

Genesys PureConnect

Top Rated
115 Ratings

8x8 Virtual Office

Top Rated
33 Ratings
Score 7.6 out of 101

Genesys PureConnect

Top Rated
115 Ratings
Score 8.2 out of 101

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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 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

Cloud PBX

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

Call Management

8x8 Virtual Office
8.8
Genesys PureConnect
Answering rules
8x8 Virtual Office
9.4
Genesys PureConnect
Call recording
8x8 Virtual Office
9.3
Genesys PureConnect
Call park
8x8 Virtual Office
9.4
Genesys PureConnect
Call screening
8x8 Virtual Office
7.0
Genesys PureConnect
Message alerts
8x8 Virtual Office
8.9
Genesys PureConnect

VoIP system collaboration

8x8 Virtual Office
8.0
Genesys PureConnect
Video conferencing
8x8 Virtual Office
7.9
Genesys PureConnect
Audio conferencing
8x8 Virtual Office
8.2
Genesys PureConnect

Mobile apps

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

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

  • No issues purchasing the Cisco SPA-122 and SPA-8000 devices.
  • No issues setting up the Cisco SPA-122 and SPA-8000 devices.
  • Cheaper to go with 8x8 service and the Cisco SPA-122 or Cisco SPA-8000 devices than hosting GFI Faxmaker 14 yourself.
Raymond Goins profile photo
  • Optional features that can be enabled
  • Disaster save using different locations for the PBX servers in a WAN / LAN setup
  • The solution can grow and shrink with the size of the organisation.
  • The solution seemless integrates with our Latitude platform.
  • Secure IVR integration.
Ruud Reinold profile photo

Cons

  • Their Desktop app doesn't always work correctly. Sometimes callers, cannot hear us and vice versa when the desktop app is used.
Tim Kyse profile photo
  • The integrated Analyser is not very good and to manual to tune and maintain.
  • The workforce management should integrate better with the outbound dialler.
  • Integration with more and different CRM systems
  • More out of the box plug-ins for Workforce Management systems.
Ruud Reinold 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 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
Easy to use for the most part.
Andy Breitsprecher 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

I have evaluated a couple different IP phone systems and the others needed the user to configure their router and do things on their end in order for the phones to work. With 8x8, it was simply plug and play.
Troy Alcorn profile photo
In our perspective these players were no where in the same league as Genesys and yes I recognize that Genesys eventually bought Echopass. The only thing better was that we could get line by line interaction data on any inbound or outbound answered or abandoned interaction.
Christopher Kaldenberg 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

  • Less time wasted in meetings
  • CRM integration means I can quickly call prospects without having to leave CRM
No photo available
  • Moving from Echopass to PureConnect we quickly achieved over 2000% in our ROI.
Christopher Kaldenberg 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 PureConnect

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

Genesys PureConnect More Information