What users are saying about

8x8 Virtual Office

Top Rated
33 Ratings

Genesys PureConnect

Top Rated
107 Ratings

8x8 Virtual Office

Top Rated
33 Ratings
Score 7.6 out of 101

Genesys PureConnect

Top Rated
107 Ratings
Score 8.2 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Office

If you need a flexible and cost effective solution for faxing, then 8x8 may be an option for you if you are a small business, startup or non-profit organization that doesn't require high quality of service (QoS) or rarely sends out faxes.
Raymond Goins profile photo

Genesys PureConnect

Genesys PureConnect provides a great solution for geographically distributed contact center agents in our environment
Richard Bosnich 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
8.1
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
6.9
Genesys PureConnect
Message alerts
8x8 Virtual Office
8.9
Genesys PureConnect

VoIP system collaboration

8x8 Virtual Office
8.1
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

  • Call Quality
  • Reliability
  • Mobile APP
Tim Kyse profile photo
  • Ease of use of the PureConnect systems, from an Administrator experience to our Supervisor tools and end-user Desktop platform. All of these offerings are extremely “feature rich” which provides high customization, real-time awareness and enables us to deliver a silky interface to our end-users.
  • At EMS, since we provide contact center outsourcing, our environment doesn’t operate as a single company with multiple departments, but rather as numerous companies with multiple departments under one roof, each with their own unique contact center preferences delivered with precision through EMS and Genesys.
  • At present we are managing roughly 500 phone numbers, 400 workgroups, 200 Inbound Call Profiles, 200 users and 50 roles with PureConnect.
  • We are a CaaS Local Control customer, meaning that our voice traffic stays onsite at EMS, but we leverage PureConnect cloud servers in a geo-redundant environment to route our interactions.
  • EMS Provides support and services via Voice, Email and Chat with the ability to also turn-up SMS. With the Genesys system we are confidently able to achieve all of this with a single FT dedicated EMS Genesys Administrator.
  • The Genesys sales and support engineers are the best in the business.
  • Any ideas or questions that need addressed are quickly and accurately addressed with a phone call or email to our Customer Success Manager, Service Delivery Manager or Support Team. The support we receive feels genuine and the demonstrated sense of urgency is not based upon the number of seats we occupy.
  • The Genesys PureConnect platform is highly customizable and we have yet to truly run into any roadblocks with system configuration and feature sets. We are only limited to our own creativity.
Christopher Kaldenberg 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 IVR build has been hard for the rest of the business to follow. If they don't have a technical background they find the interface hard to follow and use.
  • Upgrade waiting times are too long and always getting pushed back. A better way to handle these would be good.
Kara Reynolds 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
It just works! 14 years of working with the product informs my viewpoint. Sure have had their bumps like any other application, but have seen them respond time and again and have seen the product mature.
Jason Neton profile photo

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
I’ve received on several occasions training from Genesys (and previously Interactive Intelligence). These are high value training courses but their quality is excellent and goes usually beyond the actual training creating long lasting connections between the attendees.
Ruud Reinold 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

At that time other vendors did not have a virtual attendant feature, thus 8x8 was leading edge.
Ashish Shah 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

  • 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
  • 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

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