What users are saying about

8x8 Virtual Office

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Top Rated
59 Ratings

Genesys PureConnect

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Top Rated
141 Ratings

8x8 Virtual Office

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Top Rated
59 Ratings
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Score 7.4 out of 101

Genesys PureConnect

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Top Rated
141 Ratings
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Score 8.2 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Office

Best suited for basic VoIP service (desk phones) in either a local office or small business with multiple locations. Not very well suited for a large corporation needing complex call routing or multiple menu call flows. Occasional (manual) call recording works fine, but not particularly well setup for always-on recording due to storage limitations and no ability to auto-archive onto a cloud storage service. Mobile is limited as well, works just fine for call-forwarding but would not recommend as the primary usage of system. So if you're looking for a traditional "land-line" office phone system it works great, and for the price it's hard to beat, but only with a contract discount... and the contracts are difficult if not impossible to get out of w/o paying high early termination fees.
Sam Shearin profile photo

Genesys PureConnect

Where Genesys shines is when flexibility to make changes is needed. An example that stands out is a significant weather event drove extremely high call volumes into our call centers. On the fly we were able to make routing adjustments which would overflow calls to representatives with availability which provided a much better customer experience.
Brandon McHenry profile photo

Feature Rating Comparison

Cloud PBX

8x8 Virtual Office
8.0
Genesys PureConnect
Hosted PBX
8x8 Virtual Office
8.4
Genesys PureConnect
Multi-level Interactive Voice Response (IVR)
8x8 Virtual Office
8.9
Genesys PureConnect
User templates
8x8 Virtual Office
6.6
Genesys PureConnect
Call reports
8x8 Virtual Office
7.7
Genesys PureConnect
Directory of employee names
8x8 Virtual Office
8.6
Genesys PureConnect

Call Management

8x8 Virtual Office
8.6
Genesys PureConnect
Answering rules
8x8 Virtual Office
8.7
Genesys PureConnect
Call recording
8x8 Virtual Office
8.8
Genesys PureConnect
Call park
8x8 Virtual Office
8.3
Genesys PureConnect
Call screening
8x8 Virtual Office
8.4
Genesys PureConnect
Message alerts
8x8 Virtual Office
8.9
Genesys PureConnect

VoIP system collaboration

8x8 Virtual Office
7.8
Genesys PureConnect
Video conferencing
8x8 Virtual Office
7.5
Genesys PureConnect
Audio conferencing
8x8 Virtual Office
8.2
Genesys PureConnect

Mobile apps

8x8 Virtual Office
7.5
Genesys PureConnect
Mobile app for iOS
8x8 Virtual Office
7.5
Genesys PureConnect
Mobile app for Android
8x8 Virtual Office
7.6
Genesys PureConnect

Contact Center Software

8x8 Virtual Office
Genesys PureConnect
7.4
Agent dashboard
8x8 Virtual Office
Genesys PureConnect
7.2
Validate callers
8x8 Virtual Office
Genesys PureConnect
7.6
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
7.5
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
7.7
Multichannel integration
8x8 Virtual Office
Genesys PureConnect
7.5
CRM software integration
8x8 Virtual Office
Genesys PureConnect
7.0

Workforce Optimization (WFO)

8x8 Virtual Office
Genesys PureConnect
7.6
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
8.3
Quality management
8x8 Virtual Office
Genesys PureConnect
7.8
Call analytics
8x8 Virtual Office
Genesys PureConnect
7.5
Historical reporting
8x8 Virtual Office
Genesys PureConnect
7.2
Live reporting
8x8 Virtual Office
Genesys PureConnect
7.4
Customer surveys
8x8 Virtual Office
Genesys PureConnect
6.9
Customer interaction analytics
8x8 Virtual Office
Genesys PureConnect
7.3

Pros

  • Offers reliable traditional phone service for desk users
  • Voicemail system is flexible, allowing messages to get to the user even if they are not in the office easily and are easy to manage.
  • Low introductory price, good place to start if you're new to VoIP
Sam Shearin profile photo
  • Clean administration, supervisor interfaces
  • A recent aggressive push towards fully functional web client
  • Another recent change to improve the help site has been incredibly helpful
Colin Pallotta profile photo

Cons

  • I'd like to see better connectivity between the call center system and the desktop user. 4 digit dialing is a must for us but we are waiting for that functionality.
  • I'd like 8x8 to understand that we are on the east coast and stop calling for follow up after our EST hours.
Mark Weingarten profile photo
  • Whitepapers, technical documents: there can be a more robust knowledge base with clearer documentation. We have found at time of implementation we hit a wall as the document is missing some items
  • More robust out of the box reporting ( which i feel is coming with some of the webinars we have seen with the new analytics
  • A way to rename users, wokgroups, schedules or other items on the fly. IE once you create something you have to remove it and start again as you can not rename an object in Interaction Administrator
Micheal McComber 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
Consistently superior performance. Consistent focus on improving and developing product. Consistently superior support. Superior ability to customize and integrate with all levels of a contact center, help desk or service desk
Derek Gibson 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
Have used the product for 11 plus years, since version 2.2 and cannot remember a time when I have been disappointed.
Derek Gibson 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

I had no control over this but we are using 8x8 virtual office enterprise suite to get some of the functionality, mostly click to dial and contact handling. It's not exactly a competitor, but if you're looking for an easy way to utilize your company phone system remotely, I've had a great experience, including working from home for an entire month on it.
No photo available
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

  • For my company, the move to a cloud-based phone service that offers all communication forms is going to save over $500,000 per year.
  • The move to the cloud saved us from having to replace soon to be end-of-life hardware and re-allocate the human resources that were managing the hardware. This is additional savings to the $500,000 mentioned above.
  • The move also allowed us to cancel our GoToMeeting contract and leverage Google and 8x8 Meeting Services.
Andy Breitsprecher profile photo
  • Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
  • QA tools allow for automation of many aspects and the efficient management of scoring and recording .
  • Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
  • Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
  • Centralized support tools allow for small staff to support and administer all parts of the system
  • Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management
Derek Gibson profile photo

Screenshots

8x8 Virtual Office

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