What users are saying about

8x8

29 Ratings

8x8

29 Ratings
Score 8.3 out of 101

Genesys PureConnect

74 Ratings
Score 7.8 out of 101

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Likelihood to Recommend

8x8

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.

Genesys PureConnect

For those companies that are looking for decent quality CaaS solution this can be for sure one good option, you can use the Cloud version to reduce the initial cost of investment and drive your efforts into the design and to understand and translate your business process, for those who seek an all in one app if you don't have experience in the call center or contact center environment please avoid to deploy it without the right support consultant services. For those that are running IT department this will be such a great tool cause is ITIL and ITSM based so you will enhance your response and commitment indicators.

Feature Rating Comparison

Cloud PBX

8x8
8.8
Genesys PureConnect
Hosted PBX
8x8
9.8
Genesys PureConnect
Multi-level Interactive Voice Response (IVR)
8x8
9.2
Genesys PureConnect
User templates
8x8
9.2
Genesys PureConnect
Call reports
8x8
8.1
Genesys PureConnect
Directory of employee names
8x8
7.6
Genesys PureConnect

Call Management

8x8
8.8
Genesys PureConnect
Answering rules
8x8
9.5
Genesys PureConnect
Call recording
8x8
9.3
Genesys PureConnect
Call park
8x8
9.3
Genesys PureConnect
Call screening
8x8
6.8
Genesys PureConnect
Message alerts
8x8
8.9
Genesys PureConnect

VoIP system collaboration

8x8
8.3
Genesys PureConnect
Video conferencing
8x8
8.1
Genesys PureConnect
Audio conferencing
8x8
8.4
Genesys PureConnect

Mobile apps

8x8
8.4
Genesys PureConnect
Mobile app for iOS
8x8
8.7
Genesys PureConnect
Mobile app for Android
8x8
8.0
Genesys PureConnect

Pros

  • Setup
  • Customer Support
  • Managing platform
  • Genesys has pretty much every feature you could ever need. It has a multi-client, multi-channel technology for customer care centers, for example (which is handy because those get high volume)
  • It's easy to pick up and run with, very minimal training and customer-service is quick to respond if you have any questions
  • It consolidates multiple views into one streamlined interface on your desktop. If it's one thing that drives me nuts, it's having a billion windows open.

Cons

  • I think the voicemail system could use a little work. It is robust but the menus are a bit confusing. It is hard to know if a different recorded message is set to play or not.
  • System logging in more plain language so that problems can be traced out without needing to call support
  • More emphasis on the software interface to be faster, especially with the management and supervisory functions

Likelihood to Renew

8x85.1
Based on 2 answers
Based on their poor customer service and lack of warranty replacement, I would not recommend or use 8x8.
Genesys PureConnect9.3
Based on 11 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

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect10.0
Based on 3 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

Reliability and Availability

No score
No answers yet
No answers on this topic
Genesys PureConnect10.0
Based on 1 answer
Built in redundancy features have resulted in zero downtime in my 11 years.

Performance

No score
No answers yet
No answers on this topic
Genesys PureConnect9.0
Based on 2 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.

Support

No score
No answers yet
No answers on this topic
Genesys PureConnect10.0
Based on 4 answers
Have used the product for 11 plus years, since version 2.2 and cannot remember a time when I have been disappointed.

In-Person Training

No score
No answers yet
No answers on this topic
Genesys PureConnect10.0
Based on 1 answer
Staff responded well to trainer and provided excellent post training reviews.

Online Training

No score
No answers yet
No answers on this topic
Genesys PureConnect10.0
Based on 1 answer
Those that utilized online training provided excellent post training reviews.

Implementation

No score
No answers yet
No answers on this topic
Genesys PureConnect10.0
Based on 3 answers
be sure to involve members from all parties that would be involved in implementation from day one

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.
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.

Scalability

No score
No answers yet
No answers on this topic
Genesys PureConnect10.0
Based on 2 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.

Return on Investment

  • It has neither had a positive or negative impact.
  • Unsure. I mostly maintain the system. Dollar and productivity figures are not part of my job function. Our call center managers seem pleased with it though.

Pricing Details

8x8

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

8x8 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