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256 Ratings
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236 Ratings

8x8 X Series (Formerly Virtual Office)

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256 Ratings
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Score 7.1 out of 100

Genesys Cloud

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236 Ratings
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Score 7.3 out of 100

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)

Any business that has workers in multiple locations or workers who are based out for the office for significant periods of time will really benefit from the 8x8 cloud-based system. Your direct line follows you around, but because of the Virtual Attendant, office hours and out of hours can be configured so that you only receive calls when you're "at work."
Andrew Steven | TrustRadius Reviewer

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.2
Genesys Cloud
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.5
Genesys Cloud
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.8
Genesys Cloud
User templates
8x8 X Series (Formerly Virtual Office)
6.7
Genesys Cloud
Call reports
8x8 X Series (Formerly Virtual Office)
7.0
Genesys Cloud
Directory of employee names
8x8 X Series (Formerly Virtual Office)
7.9
Genesys Cloud

Call Management

8x8 X Series (Formerly Virtual Office)
7.8
Genesys Cloud
Answering rules
8x8 X Series (Formerly Virtual Office)
7.5
Genesys Cloud
Call recording
8x8 X Series (Formerly Virtual Office)
8.0
Genesys Cloud
Call park
8x8 X Series (Formerly Virtual Office)
7.6
Genesys Cloud
Call screening
8x8 X Series (Formerly Virtual Office)
7.5
Genesys Cloud
Message alerts
8x8 X Series (Formerly Virtual Office)
8.1
Genesys Cloud

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.2
Genesys Cloud
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.1
Genesys Cloud
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.8
Genesys Cloud
Video screen sharing
8x8 X Series (Formerly Virtual Office)
6.8
Genesys Cloud
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.3
Genesys Cloud

Mobile apps

8x8 X Series (Formerly Virtual Office)
6.5
Genesys Cloud
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.2
Genesys Cloud
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
5.9
Genesys Cloud

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.3
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.2
Validate callers
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
7.3
Outbound response
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.1
Call forwarding
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
7.7
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
9.1
Warm transfer
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.9
Predictive dialing
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
7.8
Interactive voice response
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.8
REST APIs
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.7
Call scripts
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.3
Call tracking
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
9.0
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.8
CRM software integration
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
7.8

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.4
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.6
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.8
Recording
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.6
Quality management
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.3
Call analytics
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.8
Historical reporting
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.4
Live reporting
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.6
Customer surveys
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
7.5
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.2

Pros

8x8 X Series (Formerly Virtual Office)

  • Conference call feature is great. We have created multiple conference bridges, we even have one tied to our virtual attendant.
  • We like the flexibility of the auto attendant and being able to have more than one profile saved that we can change as needed
  • Having Virtual office was especially great when hurricane Irma came through last year and our office had no power, it allowed us to continue to operate from our cell phones without the customer realizing there was anything different.
Robbie Mancl | TrustRadius Reviewer

Genesys Cloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Cons

8x8 X Series (Formerly Virtual Office)

  • Ability to integrate multiple businesses onto a single desk phone (or possibility this is a lack of familiarity with the system).
  • Have had no follow-up from the sales rep following the initial onboarding to ask if everything is alright. Would appreciate this.
  • Hardware delivery was somewhat slow, but there's this thing called coronavirus which may have impacted normal delivery times so not sure.
Jonathan Harris | TrustRadius Reviewer

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.8
Based on 8 answers
We've had an excellent experience with 8x8 Virtual Office. We have downtime very rarely and the service provided by all reps is excellent. The little quirks that I've mentioned as cons are minor inconveniences but I prefer working like that than hosting our own PBX.
Daniel Herrera | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.3
Based on 8 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.7
Based on 6 answers
The web interface is easy to navigate and the data that I need is only ever one or two clicks away. When running reports, I don't have to deal with convoluted filters or awkward logic implementations, it just works and it works well. If I had to fault it for something, I would say that the interface is not consistent all over the place; The account manager portal and the Virtual Office portal have two completely different styles.
Daniel Herrera | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 7.8
Based on 25 answers
As I have been saying PureCloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed
Ronnie Knight | TrustRadius Reviewer

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.8
Based on 2 answers
In the time I have used 8x8 Virtual Office, the core system has been up and running almost flawlessly though we do have a slight performance degradation from time to time as is expected of cloud software. The one recurring issue for us is that the fax connection is not always functional for outbound messages. We usually have to retry three or four times to get the fax to connect reliably to the destination machine. Once connected, it's smooth sailing.
Daniel Herrera | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.7
Based on 2 answers
None of the features that are available slow down the application. The reports (even the ones with hundreds of records) complete very quickly and the web interface as well as the mobile application never struggle to load or complete a task. The analytics will sometimes take some time to reflect the online status of users but it is to be expected due to connection speeds.
Daniel Herrera | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 5.7
Based on 84 answers
Spotty service at best. My line eventually stopped letting customers through and then wouldn't even let them leave a voicemail. Support was uninterested in fixing it and barely spoke English. I've spent over 2 months trying to cancel and the cancellation team just keeps trying to set up an appointment with me but then doesn't call even if I do that. It's astounding that I can't just call the billing dept and sort this. They apparently don't have phones... AT A PHONE COMPANY.
Kal Wiggins | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.5
Based on 98 answers
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
Rodolfo Antunes | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

No score
No answers yet
N/a. No in-person training.
Cindy Pierre | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

8x8 X Series (Formerly Virtual Office)

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 2 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.2
Based on 4 answers
I can only respond to this question with regards to transferring ownership of the account. that was easy and smooth.
Cindy Pierre | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 7.6
Based on 9 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

As far as capabilities and ease to use, they all seem about the same. If you are not technologically savvy this all can be a bit difficult to set up by yourself. Nextiva had great customer service, but the service was not cost-effective and call texting was ridiculously complicated. If I could have access to tech support via chat it would be a lot less time-consuming.
Guillermo Paxton | TrustRadius Reviewer

Genesys Cloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.3
Based on 2 answers
We've had periods where our organization has grown a considerable amount and we have had no issues in scaling our communications with 8x8. The number of possible extensions that we can use is far more than we expect to go through in a very long time. The only complaint that I have is a very minor inconvenience for me where I have to download activation codes for each phone. I would prefer to have the phones automatically activated as soon as they are plugged in.
Daniel Herrera | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • 8x8 has cut down total monthly phone system cost by approximately 25%.
  • We can now work remotely without missing important calls and messages.
  • We can run many more reports than we could before as to who is calling and when.
  • Auto-attendant allows office personnel to not always have to answer if only basic information is needed by the caller.
William Perdue | TrustRadius Reviewer

Genesys Cloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 X Series (Formerly Virtual Office)

General

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

Genesys Cloud

General

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

Rating Summary

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)
7.1
Genesys Cloud
6.8

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.8
Genesys Cloud
8.3

Usability

8x8 X Series (Formerly Virtual Office)
8.7
Genesys Cloud
7.8

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.8
Genesys Cloud
8.2

Performance

8x8 X Series (Formerly Virtual Office)
7.7
Genesys Cloud
8.2

Support Rating

8x8 X Series (Formerly Virtual Office)
5.7
Genesys Cloud
6.5

In-Person Training

8x8 X Series (Formerly Virtual Office)
Genesys Cloud
8.2

Online Training

8x8 X Series (Formerly Virtual Office)
Genesys Cloud
7.3

Implementation Rating

8x8 X Series (Formerly Virtual Office)
8.2
Genesys Cloud
7.6

Scalability

8x8 X Series (Formerly Virtual Office)
7.3
Genesys Cloud
8.2

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