<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
364 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
295 Ratings

8x8 X Series (Formerly Virtual Office)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
364 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Genesys Engage

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
295 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

8x8 X Series (Formerly Virtual Office)

With the rise of home working due to Covid-19 the flexibility of both of PC Softphone as well as applications for IoS and Android make it easier for centralised communications regardless of what device is at hand. If you are looking for deeper meeting capabilities over the chat\phone capabilities, you may want to review zoom
Craig Allen | TrustRadius Reviewer

Genesys Engage

Genesys Engage is a great solution to Contact Centers. If you manage voice interactions or multimedia interactions, Genesys Engage will have a solution for your needs. All of their solutions are tested and have been validated by several companies around the globe. It's prepared to handle loads of traffic and all their solutions are scalable if needed. It can be multi-site or single site, so it fits your company needs around the globe. So if you have a medium - large organization, either single or multi-site, with any kind of media, Genesys Engage is the Contact Center solution that can fit your needs.
In case you have a small organization, I wouldn't recommend Genesys Engage since it can need quite [a lot] of infrastructure. Instead I would go for the Genesys Cloud solution, which it takes away the infrastructure fee and have a more all-in-one feeling, giving you the chance to acquire new features on demand.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.3
Genesys Engage
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.3
Genesys Engage
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.4
Genesys Engage
User templates
8x8 X Series (Formerly Virtual Office)
7.4
Genesys Engage
Call reports
8x8 X Series (Formerly Virtual Office)
7.3
Genesys Engage
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.0
Genesys Engage

Call Management

8x8 X Series (Formerly Virtual Office)
7.4
Genesys Engage
Answering rules
8x8 X Series (Formerly Virtual Office)
7.3
Genesys Engage
Call recording
8x8 X Series (Formerly Virtual Office)
7.9
Genesys Engage
Call park
8x8 X Series (Formerly Virtual Office)
7.4
Genesys Engage
Call screening
8x8 X Series (Formerly Virtual Office)
6.8
Genesys Engage
Message alerts
8x8 X Series (Formerly Virtual Office)
7.8
Genesys Engage

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.6
Genesys Engage
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.6
Genesys Engage
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.7
Genesys Engage
Video screen sharing
8x8 X Series (Formerly Virtual Office)
7.3
Genesys Engage
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.8
Genesys Engage

Mobile apps

8x8 X Series (Formerly Virtual Office)
6.9
Genesys Engage
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.7
Genesys Engage
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
6.1
Genesys Engage

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.0
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.7
Validate callers
8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.1
Outbound response
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.9
Call forwarding
8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.2
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.0
Warm transfer
8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.0
Predictive dialing
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.9
Interactive voice response
8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.2
REST APIs
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.9
Call scripts
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.9
Call tracking
8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.1
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.3
CRM software integration
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.6

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.8
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.4
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.2
Recording
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.5
Quality management
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.3
Call analytics
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.7
Historical reporting
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.8
Live reporting
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.8
Customer surveys
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.8
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
Genesys Engage
7.5

Pros

8x8 X Series (Formerly Virtual Office)

  • We love the conference calling since many users are working from home.
  • The fact that we can reprogram it on the fly without having 8x8 do it is a big plus.
  • Being able to take the phones with us using the app on our cell phones is a bonus.
Anonymous | TrustRadius Reviewer

Genesys Engage

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
Suresh K.S Kumar | TrustRadius Reviewer

Cons

8x8 X Series (Formerly Virtual Office)

  • 8x8 really struggles with ring groups. Usually they work, but too often they exhibit odd behavior that support is unable to resolve.
  • Support is mediocre at best. Opening a ticket is straightforward, but response time is unacceptable (usually about 24 hours). Response is often from someone with poor English who clearly hasn't read and understood the ticket. Often they don't have a solution anyway and suggest deleting and recreating the object. It's 50/50 whether that resolves an issue.
  • Do you need a few extra numbers to accommodate future growth? They are ridiculously priced at $1/month each. Most carriers charge a few bucks for 20.
  • Programming some functionality that should be straightforward has to be done with goofy work-arounds.
Anonymous | TrustRadius Reviewer

Genesys Engage

  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
Steve Bagdanovich | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.2
Based on 9 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 Engage

Genesys Engage 7.2
Based on 23 answers
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
Anonymous | TrustRadius Reviewer

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.6
Based on 21 answers
It's really easy to use. You don't have to be technical at all to figure it out, you just have to be able to read and follow directions otherwise you will not set the system up properly and you'll need to call support. The system has so many checks and balances it's near impossible to screw it up.
Anonymous | TrustRadius Reviewer

Genesys Engage

Genesys Engage 7.6
Based on 15 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Apostol Savu | TrustRadius Reviewer

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.0
Based on 3 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 Engage

Genesys Engage 8.0
Based on 8 answers
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
Anonymous | TrustRadius Reviewer

Performance

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.4
Based on 3 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 Engage

Genesys Engage 7.1
Based on 8 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.
Derek Gibson | TrustRadius Reviewer

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 5.3
Based on 112 answers
I had very good interactions with the general support staff, whether it was over the phone or using the support portal. They are very responsive and do their very best to answer my questions to my satisfaction. My experience with follow-up by our sales representative has been below expectations, especially when it came to modifying our account.
Anonymous | TrustRadius Reviewer

Genesys Engage

Genesys Engage 8.9
Based on 30 answers
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
eugene thai | 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 Engage

Genesys Engage 8.1
Based on 3 answers
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Anonymous | TrustRadius Reviewer

Online Training

8x8 X Series (Formerly Virtual Office)

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 2 answers
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
Anonymous | TrustRadius Reviewer

Implementation Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.2
Based on 5 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 Engage

Genesys Engage 7.6
Based on 25 answers
Implementation on Genesys Engage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

8x8 provides the most user friendly portal that is simple to use & understand. 8x8 also has the most budget friendly pricing with all of the same features that you can get with the other providers at a higher price.
Anonymous | TrustRadius Reviewer

Genesys Engage

When it comes to call routing, call center administration, deployment, scalability, serviceability, and data integration, Genesys is a step above Cisco Contact Center Enterprise. With a platform that still requires you to 'extract' logs when you need to looks at core routing decisions and archaic style tools to manage configuration data, developing and improving the UCCE platform just doesn't seems as important to Cisco as doing so does to Genesys. On the other hand, Genesys has along way to go in the interaction recording/feedback space. Genesys Interaction Recording builds on it already existing GVP platform and is so tightly integrated that your call recording platform becomes part of your actual call path - so if you lose your recording system - you loose your call? Even active integrations provided by other platforms remain a party outside the actual call. Integration with SIP REC would be a great path for Genesys to look at in that realm
Mike Bailey | TrustRadius Reviewer

Scalability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.2
Based on 3 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 Engage

Genesys Engage 7.3
Based on 4 answers
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
David Saidel | TrustRadius Reviewer

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • The functionality of call recording and remotely accessing has facilitated training in customer service and sales skills.
  • Voicemails delivered via email has improved customer service by allowing my managers to hear time-sensitive customer requests outside of operating hours so they can respond quickly. This has improved customer satisfaction.
Anonymous | TrustRadius Reviewer

Genesys Engage

  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
Sharon Woodard | TrustRadius Reviewer

Screenshots

8x8 X Series (Formerly Virtual Office)

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 Engage

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)
7.2
Genesys Engage
8.2

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.2
Genesys Engage
7.2

Usability

8x8 X Series (Formerly Virtual Office)
7.6
Genesys Engage
7.6

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.0
Genesys Engage
8.0

Performance

8x8 X Series (Formerly Virtual Office)
7.4
Genesys Engage
7.1

Support Rating

8x8 X Series (Formerly Virtual Office)
5.3
Genesys Engage
8.9

In-Person Training

8x8 X Series (Formerly Virtual Office)
Genesys Engage
8.1

Online Training

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

Implementation Rating

8x8 X Series (Formerly Virtual Office)
6.2
Genesys Engage
7.6

Scalability

8x8 X Series (Formerly Virtual Office)
6.2
Genesys Engage
7.3

Add comparison