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288 Ratings
Top Rated
199 Ratings

8x8 X Series (Formerly Virtual Office)

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288 Ratings
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Score 7.2 out of 100
Top Rated
199 Ratings
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Score 8.4 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 PureConnect

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Jim Barber | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

8x8 X Series (Formerly Virtual Office)
7.0
Genesys PureConnect
Hosted PBX
8x8 X Series (Formerly Virtual Office)
6.1
Genesys PureConnect
Multi-level Interactive Voice Response (IVR)
8x8 X Series (Formerly Virtual Office)
7.7
Genesys PureConnect
User templates
8x8 X Series (Formerly Virtual Office)
6.9
Genesys PureConnect
Call reports
8x8 X Series (Formerly Virtual Office)
6.9
Genesys PureConnect
Directory of employee names
8x8 X Series (Formerly Virtual Office)
7.7
Genesys PureConnect

Call Management

8x8 X Series (Formerly Virtual Office)
7.6
Genesys PureConnect
Answering rules
8x8 X Series (Formerly Virtual Office)
7.3
Genesys PureConnect
Call recording
8x8 X Series (Formerly Virtual Office)
7.8
Genesys PureConnect
Call park
8x8 X Series (Formerly Virtual Office)
7.4
Genesys PureConnect
Call screening
8x8 X Series (Formerly Virtual Office)
7.3
Genesys PureConnect
Message alerts
8x8 X Series (Formerly Virtual Office)
8.0
Genesys PureConnect

VoIP system collaboration

8x8 X Series (Formerly Virtual Office)
7.2
Genesys PureConnect
Video conferencing
8x8 X Series (Formerly Virtual Office)
6.9
Genesys PureConnect
Audio conferencing
8x8 X Series (Formerly Virtual Office)
7.7
Genesys PureConnect
Video screen sharing
8x8 X Series (Formerly Virtual Office)
6.8
Genesys PureConnect
Instant messaging
8x8 X Series (Formerly Virtual Office)
7.6
Genesys PureConnect

Mobile apps

8x8 X Series (Formerly Virtual Office)
6.2
Genesys PureConnect
Mobile app for iOS
8x8 X Series (Formerly Virtual Office)
7.1
Genesys PureConnect
Mobile app for Android
8x8 X Series (Formerly Virtual Office)
5.4
Genesys PureConnect

Contact Center Software

8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.7
Agent dashboard
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.2
Validate callers
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.9
Outbound response
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.7
Call forwarding
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
8.0
Click-to-call (CTC)
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.7
Warm transfer
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
8.6
Predictive dialing
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.6
Interactive voice response
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
8.1
REST APIs
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.4
Call scripts
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.5
Call tracking
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.3
Multichannel integration
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.8
CRM software integration
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.2

Workforce Optimization (WFO)

8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.5
Inbound call routing
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
8.1
Omnichannel inbound routing
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
8.0
Recording
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
8.0
Quality management
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.8
Call analytics
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.3
Historical reporting
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
6.8
Live reporting
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.1
Customer surveys
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.3
Customer interaction analytics
8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
7.0

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 PureConnect

  • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
  • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
  • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
Shahbaz Chughtai | TrustRadius Reviewer

Cons

8x8 X Series (Formerly Virtual Office)

  • At times call quality with callers outside the 8x8 system at times is poor.
  • Voicemail boxes are not very large, and can fill quickly.
  • A means to mark all received faxes at one time as read within Virtual Office would be nice.
Christopher Alcumbrack | TrustRadius Reviewer

Genesys PureConnect

  • We have found that it does take a little bit of time to receive a response from InteractionSupervisor/Administrator/Attendant.
  • PureConnect could use improvement within its sales department. It takes a bit of time to get requested information and demonstrations of the program.
  • The system does seem to get bogged down when it is trying to handle several cases at once.
Kristen Reeves | TrustRadius Reviewer

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 6.6
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 PureConnect

Genesys PureConnect 8.3
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.
Jason Neton | TrustRadius Reviewer

Usability

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.7
Based on 13 answers
I have found both the use, and administration of 8x8 to be very straight forward. After a brief period of familiarization all of my users have found the use of the system quite simple. The system is scalable in some regards as it allows for simple use, or more broad usage of features. You can simply have a desk phone, and use the system like a simple phone. Or you can use the Virtual Office program and app to use all of the features offered.
Christopher Alcumbrack | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 7.4
Based on 7 answers
After working 18 years with the platform I would not like be changing the platform for another one. New features are implemented frequently improving overall customer satisfaction.
Ruud Reinold | 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 PureConnect

Genesys PureConnect 9.1
Based on 3 answers
Our system is a high availability setup and issues are mainly related to telecom, MPLS and firewall issues.
Ruud Reinold | TrustRadius Reviewer

Performance

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 7.6
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 PureConnect

Genesys PureConnect 8.8
Based on 3 answers
This is highly dependent on the solution in place, data links between sites and specifications of the underlying databases.

Under specified means poor performance. Correctly or over specified gives a satisfactory performance.
Ruud Reinold | TrustRadius Reviewer

Support Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 5.7
Based on 104 answers
Very easy to use. In this day of age, finding a company with a great product, competitive pricing and top ofthe line customer service is hard to do. We found it with 8x8 and look forward to using it for many years to come.We also will be happy to recommend it to anyone else who is looking for suggestions.
Tim Layton | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 5.6
Based on 14 answers
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Ruud Reinold | TrustRadius Reviewer

In-Person Training

8x8 X Series (Formerly Virtual Office)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 4 answers
I’ve received on several occasions training from Genesys (and previously Interactive Intelligence). These are high value training courses but their quality is excellent and goes usually beyond the actual training creating long lasting connections between the attendees.
Ruud Reinold | TrustRadius Reviewer

Online Training

8x8 X Series (Formerly Virtual Office)

No score
No answers yet
No answers on this topic

Genesys PureConnect

Genesys PureConnect 8.3
Based on 3 answers
I’ve done a view online courses and the lecturers are very helpful and explain things in different ways if the first example isn’t clear enough. What is helpful to understand things better.
Ruud Reinold | TrustRadius Reviewer

Implementation Rating

8x8 X Series (Formerly Virtual Office)

8x8 X Series (Formerly Virtual Office) 8.3
Based on 4 answers
This was already in place before I joined the organization but given that we're still satisfied with it, I would say that the implementation was a success across the board.
Daniel Herrera | TrustRadius Reviewer

Genesys PureConnect

Genesys PureConnect 6.1
Based on 14 answers
You have to be sure that you choose the right reseller & vendor who can work seemles as one team.
Ruud Reinold | TrustRadius Reviewer

Alternatives Considered

8x8 X Series (Formerly Virtual Office)

If I had a choice to pick otherwise, I would. I came into the company when they already had 8x8 and it is such an issue. The fact that you have to have the VO AND the VCC open at the same time, llike why? I would definitely not choose them over quite a few companies.
Josh Kim | TrustRadius Reviewer

Genesys PureConnect

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Micheal McComber | 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 PureConnect

Genesys PureConnect 8.2
Based on 3 answers
Most issues we encountered are related to telecom providers or environmental (MPLS nd firewall) issues, not due to product problems.
Ruud Reinold | TrustRadius Reviewer

Return on Investment

8x8 X Series (Formerly Virtual Office)

  • We were able to use desk phones we already had minimizing the initial investment.
  • It allowed us to transition to remote work seamlessly when the need arose.
  • Users required less training because the features were similar to other commonly used phone systems.
Bret Miller | TrustRadius Reviewer

Genesys PureConnect

  • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
  • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
  • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Blake Dunham | 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 PureConnect

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)
7.0
Genesys PureConnect
8.1

Likelihood to Renew

8x8 X Series (Formerly Virtual Office)
6.6
Genesys PureConnect
8.3

Usability

8x8 X Series (Formerly Virtual Office)
7.7
Genesys PureConnect
7.4

Reliability and Availability

8x8 X Series (Formerly Virtual Office)
7.8
Genesys PureConnect
9.1

Performance

8x8 X Series (Formerly Virtual Office)
7.6
Genesys PureConnect
8.8

Support Rating

8x8 X Series (Formerly Virtual Office)
5.7
Genesys PureConnect
5.6

In-Person Training

8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
8.3

Online Training

8x8 X Series (Formerly Virtual Office)
Genesys PureConnect
8.3

Implementation Rating

8x8 X Series (Formerly Virtual Office)
8.3
Genesys PureConnect
6.1

Scalability

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

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