What users are saying about

8x8

Top Rated
32 Ratings

Genesys PureConnect

Top Rated
77 Ratings

8x8

Top Rated
32 Ratings
Score 8 out of 101

Genesys PureConnect

Top Rated
77 Ratings
Score 8 out of 101

Add comparison

Likelihood to Recommend

8x8

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.

Genesys PureConnect

I have been working with the PureConnect platform since version 2.2. it has come a long way. I still recommend this over the Avaya's and Cisco's for easy of implementation, administration and training the organization on how to run the platform for themselves. Again with it being an all-in-one solution, the opportunities are endless

Feature Rating Comparison

Cloud PBX

8x8
8.8
Genesys PureConnect
Hosted PBX
8x8
9.8
Genesys PureConnect
Multi-level Interactive Voice Response (IVR)
8x8
9.1
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
9.4
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
8.2
Genesys PureConnect
Video conferencing
8x8
8.0
Genesys PureConnect
Audio conferencing
8x8
8.3
Genesys PureConnect

Mobile apps

8x8
8.4
Genesys PureConnect
Mobile app for iOS
8x8
8.7
Genesys PureConnect
Mobile app for Android
8x8
8.1
Genesys PureConnect

Pros

  • Call Quality
  • Reliability
  • Mobile APP
  • The analytics provided are great both in detail and visual aspect. We were able to easily understand the information presented as well as show it to other not using the platform and explain it in detail.
  • It was simple to integrate into our daily processes. We didn't have to 'shut things down' for days in order to add this into our process; it was easy to add in and made it more efficient. We were also able to reduce the number of applications we used day to day.
  • The platform helped to keep sales on track with their quotas. Sales reps were able to visually see how they were performing . The sales solution also encouraged marketing and sales alignment as it allowed us to create a more uniform communication strategy with customers and prospects.

Cons

  • Frequent line congestion/noise and disconnect with the Cisco SPA-122 and Cisco-8000 devices which require you to restart the devices daily
  • Lack of concern from Customer Support
  • Defective equipment for residential customers isn't covered under warranty replacement.
  • We did find that the texting feature was a little hard to perfect. Our messages would either be too long and show in multiple messages or the links would give an error.
  • The digital automation feature is wonky as well. We found that the automation would provide odd and out-of-place responses.
  • The pricing for the platform (we found) to be more costly than other solutions.

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 12 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.

Usability

No score
No answers yet
No answers on this topic
Genesys PureConnect9.2
Based on 4 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 PureConnect9.1
Based on 2 answers
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 PureConnect8.2
Based on 3 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 PureConnect8.8
Based on 5 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 PureConnect9.1
Based on 2 answers
Staff responded well to trainer and provided excellent post training reviews.

Online Training

No score
No answers yet
No answers on this topic
Genesys PureConnect6.4
Based on 2 answers
Those that utilized online training provided excellent post training reviews.

Implementation

No score
No answers yet
No answers on this topic
Genesys PureConnect9.2
Based on 4 answers
be sure to involve members from all parties that would be involved in implementation from day one

Alternatives Considered

GFI Faxmaker/Mail Essentials 14 is more reliable and has better customer support than using the Cisco SPA-122 and Cisco SPA-8000 devices with 8x8, when you send out 200-500 faxes daily. 8x8 costs significantly less than GFI Faxmaker/Mail Essentials 14
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 PureConnect7.3
Based on 3 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.

Return on Investment

  • 8x8 Customer Service was awful. We received no ROI or valuable knowledge from them.
  • 8x8 saved us about $80 a month in the 2 months we used them.
  • Fax Support was less stringent and overall IT overhead was reduced as we didn't have to check out a Faxmaker server or service every couple of hours.
  • Interactive Intelligence allows for better customer service due to the ability to monitor all team members, and validate that they are on the correct phone queues, and are picking up calls.
  • The ability to see what numbers are being dialed per employee ensures that company time and resources are not being wasted on personal calls.
  • Tying the phone system to Active Directory allows for ease of administration.

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