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207 Ratings
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Top Rated
210 Ratings

8x8 X Series (Formerly Virtual Office)

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207 Ratings
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Score 7.5 out of 100

Genesys PureCloud

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Top Rated
210 Ratings
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Score 7 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 PureCloud

If you are a midsize call center from 100 - 300 users, it is not a bad product. Make sure you do not have an expectation of getting a 100% audio/screen recordings and that you are not looking for speedy priority 3 - 5 ticket resolutions. In that case, this is not your product.
Usama Ahmed | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.8
Genesys PureCloud
Hosted PBX
8x8 X Series (Formerly Virtual Office)
7.9
Genesys PureCloud
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
8.0
Genesys PureCloud
User templates
8x8 X Series (Formerly Virtual Office)
7.1
Genesys PureCloud
Call reports
8x8 X Series (Formerly Virtual Office)
7.5
Genesys PureCloud
Directory of employee names
8x8 X Series (Formerly Virtual Office)
8.5
Genesys PureCloud

Call Management

8x8 X Series (Formerly Virtual Office)
8.6
Genesys PureCloud
Answering rules
8x8 X Series (Formerly Virtual Office)
8.4
Genesys PureCloud
Call recording
8x8 X Series (Formerly Virtual Office)
8.7
Genesys PureCloud
Call park
8x8 X Series (Formerly Virtual Office)
8.3
Genesys PureCloud
Call screening
8x8 X Series (Formerly Virtual Office)
8.9
Genesys PureCloud
Message alerts
8x8 X Series (Formerly Virtual Office)
8.9
Genesys PureCloud

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
8.1
Genesys PureCloud
Video conferencing
8x8 X Series (Formerly Virtual Office)
7.8
Genesys PureCloud
Audio conferencing
8x8 X Series (Formerly Virtual Office)
8.4
Genesys PureCloud

Mobile apps

8x8 X Series (Formerly Virtual Office)
7.5
Genesys PureCloud
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.6
Genesys PureCloud
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
7.4
Genesys PureCloud

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.5
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.5
Validate callers
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
7.9
Outbound response
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.0
Call forwarding
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
7.7
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
9.4
Warm transfer
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
9.3
Predictive dialing
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
7.5
Interactive voice response
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
9.1
REST APIs
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
9.1
Call scripts
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.4
Call tracking
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
9.2
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
9.3
CRM software integration
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
7.3

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.8
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.7
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
9.0
Recording
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.8
Quality management
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.3
Call analytics
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.9
Historical reporting
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.6
Live reporting
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
9.1
Customer surveys
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.7
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
Genesys PureCloud
8.8

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 PureCloud

  • 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)

  • The iPhone app is powerful, but clunky.
  • The technical support (which was absolutely amazing when we first signed up with 8x8) is terrible now. The same goes for their customer service (that is, if there is a problem that tech support can't fix or doesn't handle well, and then you call customer service to complain, they'll just pat you on the head and tell you to go on your way).
  • The web interface is difficult to use, both from a user standpoint and an administrator standpoint.
Andy Taylor | TrustRadius Reviewer

Genesys PureCloud

  • Faxing - we were sold that all of our faxing need would be met that was not the case
  • Mobile App needs a lot more work
  • Need work with Jabra headsets - we are having trouble with the buttons and the ringing through the headset
  • Desktop version needs additional work
Ronnie Knight | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.4
Based on 7 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 PureCloud

Genesys PureCloud 8.3
Based on 7 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) 8.6
Based on 5 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 PureCloud

Genesys PureCloud 7.8
Based on 24 answers
I myself am fairly knowledgeable when using software but PurCcloud is definitely an extremely useful and easy to use software that makes taking and making calls a lot more efficient, trackable, and easy to deal with in bulk. I really enjoy it myself and feel it helps me do my job efficiently and to my best potential.
Haden Oxford | TrustRadius Reviewer

Reliability and Availability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.7
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 PureCloud

Genesys PureCloud 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 PureCloud

Genesys PureCloud 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) 6.7
Based on 45 answers
They are fully functioning and easily manageable, crucial to our company as we have dispatch and office administration and are a medical facility. If our phone lines go down, people could be impacted by it in a very negative way.
Hallie Gonzales | TrustRadius Reviewer

Genesys PureCloud

Genesys PureCloud 6.4
Based on 40 answers
In our experience, the support team was very responsive and has solved all of our concerns and difficulties. It could be just my impression, but it seemed that a couple of representatives were still learning about the product and couldn't offer perfect support. But overall, they were always available for us.
Martín Stricker | 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 PureCloud

Genesys PureCloud 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 PureCloud

Genesys PureCloud 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 PureCloud

Genesys PureCloud 7.7
Based on 4 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

We only did a web search for other companies and found this service to fit all our needs, especially being able to get a BAA to help our HIPPA and HITECH compliance. It was over three years ago so I do not recall what others we looked at, but we did a general web search.
Jeffrey Weist, MSW, LICSW | TrustRadius Reviewer

Genesys PureCloud

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 PureCloud

Genesys PureCloud 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)

  • When I am the only person covering the phone, I can get messages or calls anywhere and anytime and make sure that they are forwarded to the right person. This ensures that appointments are kept and employees don't waste time on appointments that get canceled.
  • When someone is out on leave, it is convenient to forward their calls to someone else to make sure customers get attention when needed.
  • Text capabilities allow our patients to contact us promptly for appointment cancellations. We are then able to fill those times with other patients who need to get in.
Renee Allard | TrustRadius Reviewer

Genesys PureCloud

  • 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 PureCloud

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)
7.7
Genesys PureCloud
6.8

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
8.4
Genesys PureCloud
8.3

Usability

8x8 X Series (Formerly Virtual Office)
8.6
Genesys PureCloud
7.8

Reliability and Availability

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

Performance

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

Support Rating

8x8 X Series (Formerly Virtual Office)
6.7
Genesys PureCloud
6.4

In-Person Training

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

Online Training

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

Implementation Rating

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

Scalability

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

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