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8x8 Contact Center vs. Genesys Cloud CX

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8x8 Contact Center

332 Reviews and Ratings

Genesys Cloud CX

757 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    8x8 Contact Center

    Score7.5 out of 10
    		N/A8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service from one interface.N/A

    Genesys Cloud CX

    Score7.9 out of 10
    		N/AGenesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

    $75

    per month (billed annually) per user

    Pricing
    8x8 Contact CenterGenesys Cloud CX
    Editions & Modules
    No answers on this topic
    Genesys Cloud CX 1 - Voice
    $75
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital
    $95
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital + Voice
    $115
    per month (billed annually) per user
    Genesys Cloud CX 3 - Digital + WEM
    $135
    per month (billed annually) per user
    Genesys Cloud CX 3 Digital + WEM + Voice
    $155
    per month (billed annually) per user
    Offerings
    Pricing Offerings
    8x8 Contact CenterGenesys Cloud CX
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details—Pricing plans can also be billed hourly.
    More Pricing Information
    Community Pulse
    8x8 Contact CenterGenesys Cloud CX
    Considered Both Products
    8x8 Inc.
    No answer on this topic
    Genesys
    Verified User
    Chose Genesys Cloud CX
    It's been great but it was a little slow with the ChatGPT integrations compared to its competitors.
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    It supported more languages necessary for our global org.
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    Genesys Cloud was MUCH faster than the other software we demo'd
    Genesys' user interface was far superior and easier to use than the others.
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    Genesys Cloud CX favored well against the competitors. Customers like the user interface performance of Genesys over nice. Genesys was very cost competitive over 8x8.
    Incentivized
    TJ Adams
    Manager Communications in Information Technology at Arcbest (Transportation/Trucking/Railroad, 5001-10,000 employees)
    Chose Genesys Cloud CX
    Just better
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    The reliability and useability of the service is a market leader. Whereas with other systems, our agents have had to deal with separate SIP phone applications and a lack of oversight on their own calls coming in, the Genesys platform has offered a great single pane of glass. …
    Incentivized
    Faith Borst
    Sr. Technical Support Manager, Service Center in Customer Service at Data Recognition Corporation (Education Management, 501-1000 employees)
    Chose Genesys Cloud CX
    Genesys' presentation checked all the boxes in our requirements list. The other vendor presentations missed the mark on many different things. Genesys was the only provider that could offer us everything we wanted/ needed in our requirements without costly development fees and …
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    When looking to replace our aging Avaya system, we looked at various different solutions but a cloud-based one was a must. From the three we evaluated, Genesys Cloud was chosen over the other two as it was an all-in-one solution (not separate UC and CC, no matter how much we …
    Incentivized
    SHELBY WIMBERLY
    Sr Manager, Customer Service in Customer Service at Millennium Health (Health, Wellness and Fitness, 201-500 employees)
    Chose Genesys Cloud CX
    I went with Genesys because of the level of support I use to get. Once Genesys implemented their new org structure, the support and main reason for going with the system have changed in a negative way. I even had a support person tell me they weren't trained on something and …
    Incentivized
    Adrian Bradshaw
    Enterprise IT Engineer in Information Technology at Auto Trader (Marketing & Advertising, 1001-5000 employees)
    Chose Genesys Cloud CX
    Genesys is an end-to-end solution developed in-house - at the time of evaluating Ring Central it was coupled with Nice In Contact, and did not work seamlessly.
    Incentivized
    Mathew Wan
    Workforce Scheduler in Customer Service at Visionstream NZ (Telecommunications, 51-200 employees)
    Chose Genesys Cloud CX
    The vendor convinced us with great customer service skills; compared to the other reps from the other companies, this one really convinced us. Prices were similar but it was the enjoyable customer experience that sold us. We did think twice as Genesys is not based in New …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    8x8 Contact CenterGenesys Cloud CX
    Contact Center Software
    Comparison of Contact Center Software features of 8x8 Contact Center and Genesys Cloud CX
    Feature
    8x8 Contact Center
    6.0
    147 Ratings
    Genesys Cloud CX
    8.7
    412 Ratings
    Agent dashboard5.7131 Ratings8.6394 Ratings
    Validate callers6.4117 Ratings8.9346 Ratings
    Outbound response4.1116 Ratings9.0308 Ratings
    Call forwarding5.7133 Ratings8.6334 Ratings
    Click-to-call (CTC)5.588 Ratings8.8269 Ratings
    Warm transfer6.5128 Ratings9.2381 Ratings
    Predictive dialing7.755 Ratings8.8226 Ratings
    Interactive voice response5.681 Ratings9.0327 Ratings
    REST APIs7.050 Ratings7.8275 Ratings
    Call scripts7.178 Ratings8.0305 Ratings
    Call tracking6.4129 Ratings8.8371 Ratings
    Multichannel integration3.775 Ratings8.4300 Ratings
    CRM software integration7.169 Ratings8.5290 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of 8x8 Contact Center and Genesys Cloud CX
    Feature
    8x8 Contact Center
    6.7
    136 Ratings
    Genesys Cloud CX
    8.7
    391 Ratings
    Inbound call routing8.1123 Ratings8.5366 Ratings
    Omnichannel inbound routing7.171 Ratings8.9283 Ratings
    Recording7.9121 Ratings9.2371 Ratings
    Quality management6.4120 Ratings8.9340 Ratings
    Call analytics4.8122 Ratings8.9350 Ratings
    Historical reporting4.0113 Ratings8.2365 Ratings
    Live reporting7.915 Ratings8.7360 Ratings
    Customer surveys5.465 Ratings7.7221 Ratings
    Customer interaction analytics8.410 Ratings9.0265 Ratings
    User Ratings
    8x8 Contact CenterGenesys Cloud CX
    Likelihood to Recommend
    6.5
    (151 ratings)
    8.6
    (434 ratings)
    Likelihood to Renew
    5.3
    (8 ratings)
    9.0
    (38 ratings)
    Usability
    8.0
    (37 ratings)
    8.6
    (69 ratings)
    Availability
    9.1
    (2 ratings)
    8.2
    (6 ratings)
    Performance
    9.1
    (2 ratings)
    8.1
    (6 ratings)
    Support Rating
    9.1
    (53 ratings)
    6.2
    (100 ratings)
    In-Person Training
    9.1
    (1 ratings)
    8.7
    (5 ratings)
    Online Training
    -
    (0 ratings)
    8.4
    (11 ratings)
    Implementation Rating
    9.1
    (5 ratings)
    7.0
    (20 ratings)
    Configurability
    9.1
    (2 ratings)
    9.1
    (6 ratings)
    Contract Terms and Pricing Model
    7.3
    (1 ratings)
    7.9
    (15 ratings)
    Ease of integration
    8.6
    (2 ratings)
    8.9
    (8 ratings)
    Product Scalability
    9.1
    (2 ratings)
    9.1
    (7 ratings)
    Professional Services
    -
    (0 ratings)
    7.6
    (12 ratings)
    Vendor post-sale
    -
    (0 ratings)
    7.3
    (9 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    7.8
    (9 ratings)