What users are saying about

8x8 Virtual Office

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Top Rated
44 Ratings

Genesys PureConnect

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Top Rated
136 Ratings

8x8 Virtual Office

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Top Rated
44 Ratings
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Score 7.9 out of 101

Genesys PureConnect

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Top Rated
136 Ratings
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Score 8.1 out of 101

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Likelihood to Recommend

8x8 Virtual Office

This is great for small to medium businesses, giving you more freedom to be where you need to be and not always glued to the office. Larger companies can benefit from the fact that they can have multiple office locations all tied to the same system. Businesses that need a more personal touch may not need all the features that the Virtual Office provides.
Robbie Mancl profile photo

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
8.6
Genesys PureConnect
Hosted PBX
8x8 Virtual Office
9.1
Genesys PureConnect
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office
9.1
Genesys PureConnect
User templates
8x8 Virtual Office
8.5
Genesys PureConnect
Call reports
8x8 Virtual Office
8.0
Genesys PureConnect
Directory of employee names
8x8 Virtual Office
8.4
Genesys PureConnect

Call Management

8x8 Virtual Office
8.7
Genesys PureConnect
Answering rules
8x8 Virtual Office
8.9
Genesys PureConnect
Call recording
8x8 Virtual Office
9.1
Genesys PureConnect
Call park
8x8 Virtual Office
8.6
Genesys PureConnect
Call screening
8x8 Virtual Office
8.0
Genesys PureConnect
Message alerts
8x8 Virtual Office
9.0
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
8.3
Genesys PureConnect

Mobile apps

8x8 Virtual Office
8.3
Genesys PureConnect
Mobile app for iOS
8x8 Virtual Office
8.7
Genesys PureConnect
Mobile app for Android
8x8 Virtual Office
8.0
Genesys PureConnect

Contact Center Software

8x8 Virtual Office
Genesys PureConnect
7.5
Agent dashboard
8x8 Virtual Office
Genesys PureConnect
7.2
Validate callers
8x8 Virtual Office
Genesys PureConnect
7.7
Outbound response
8x8 Virtual Office
Genesys PureConnect
7.3
Call forwarding
8x8 Virtual Office
Genesys PureConnect
7.3
Click-to-call (CTC)
8x8 Virtual Office
Genesys PureConnect
7.6
Warm transfer
8x8 Virtual Office
Genesys PureConnect
8.3
Predictive dialing
8x8 Virtual Office
Genesys PureConnect
7.0
Interactive voice response
8x8 Virtual Office
Genesys PureConnect
7.4
REST APIs
8x8 Virtual Office
Genesys PureConnect
7.2
Call scripts
8x8 Virtual Office
Genesys PureConnect
7.8
Call tracking
8x8 Virtual Office
Genesys PureConnect
7.9
Multichannel integration
8x8 Virtual Office
Genesys PureConnect
7.7
CRM software integration
8x8 Virtual Office
Genesys PureConnect
7.0

Workforce Optimization (WFO)

8x8 Virtual Office
Genesys PureConnect
7.7
Inbound call routing
8x8 Virtual Office
Genesys PureConnect
7.9
Omnichannel inbound routing
8x8 Virtual Office
Genesys PureConnect
8.2
Recording
8x8 Virtual Office
Genesys PureConnect
8.4
Quality management
8x8 Virtual Office
Genesys PureConnect
7.9
Call analytics
8x8 Virtual Office
Genesys PureConnect
7.5
Historical reporting
8x8 Virtual Office
Genesys PureConnect
7.4
Live reporting
8x8 Virtual Office
Genesys PureConnect
7.3
Customer surveys
8x8 Virtual Office
Genesys PureConnect
7.1
Customer interaction analytics
8x8 Virtual Office
Genesys PureConnect
7.3

Pros

  • Faxes and voicemail -- the quick sending of both to email makes for a very reliable method of not only processing, but also storing them as attachments which is vital.
  • Call reflecting from desk to cell phone is instantaneous, and very useful whenever one is away from the office but still needs to get client calls.
  • Very high-quality audio typically indistinguishable from a landline, in a much more affordable problem sliding package.
Aaron Kendal 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

  • The product is young, and we have identified several bugs in released versions of their product. Their internal test processes need help.
  • My company is a global organization, they have not had the proper dial patterns in place for much of the EU region. They don't seem prepared to support a global enterprise.
  • Their app seems a bit clunky on the back end and on many users PC's; it is consuming way more resources than it should.
Andy Breitsprecher 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 17 answers
We are satisfied with the platform as a whole and not looking to replace.
Ruud Reinold profile photo

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.0
Based on 9 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
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold profile photo

Performance

No score
No answers yet
No answers on this topic
Genesys PureConnect8.8
Based on 5 answers
This is highly dependent on the solution in place, data links between sites and specifications of the underlying databases.

Under specified means poor performance. Correctly or over specified gives a satisfactory performance.
Ruud Reinold profile photo

Support

No score
No answers yet
No answers on this topic
Genesys PureConnect6.3
Based on 10 answers
Genesys support is always helpful and ready to tackle any issues immediately.
Andrew Wooster profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Genesys PureConnect8.6
Based on 5 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
I’ve done a view online courses and the lecturers are very helpful and explain things in different ways if the first example isn’t clear enough. What is helpful to understand things better.
Ruud Reinold profile photo

Implementation

No score
No answers yet
No answers on this topic
Genesys PureConnect7.1
Based on 9 answers
Having a project manager to ensure everything goes smoothly and in a timely manner is extremely important.
Andrew Wooster profile photo

Alternatives Considered

8x8 outperformed all companies and produce results - exactly what we needed.
Joe Khoe profile photo
As mentioned previously I have experience with almost all of Interactive Intelligence competitors. I have 25 plus years in the callcenter/servicedesk management industry where I have either built and managed call centers in multiple countries or implemented and managed the back office aspects of call centers. Across the board Interactive Intelligence is superior to the competition. This would include front line customer use of client interface, QA, reporting, speech analytics, customization capability, ability to integrate fully with incident management systems, outbound call campaigns and anything else you can think of. It is efficient, user friendly, easy to support and manage; has superior built in redundancies; and provides rock solid performance with uninterrupted down times.
Derek Gibson profile photo

Scalability

No score
No answers yet
No answers on this topic
Genesys PureConnect8.3
Based on 5 answers
We continue to successfully scale up to meet new needs that arise, past successes of doing the same and the general success of leveraging technology to work smarter and not harder.
Derek Gibson profile photo

Return on Investment

  • By switching to 8x8 Virtual Office, our small office saved money over our traditional PBX system.
  • 8x8 Virtual Office eliminated any of the hardware issues we faced with our traditional PBX system, since everything is handled virtually online.
  • The ease of using the online interface saved our company time in setting up and making changes to our phone system.
Shane Orr profile photo
  • It has improved our ability to support our customers.
  • It has improved agent satisfaction.
Andrew Wooster 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