An amazing contact centre is a mandatory investment for many brands. As the heart of your strategy for consumer interactions, your contact centre has a direct impact on your reputation and your chances of gaining customer loyalty.
In today’s digital landscape, the contact centre has grown increasingly advanced. Many leading vendors offer rich, omnichannel environments where companies can easily track discussions with customers across a range of platforms. As contact centre providers continue to invest in new, disruptive technology, it can be hard to determine which platform is right for you.
Today, we’ll be looking at two market leaders in the contact centre industry, 8×8, and Genesys. Both 8×8 and Genesys offer powerful, highly-rated contact centre software ready to adapt to suit your business – so which is right for you?
8×8 Contact Centre: Features
8×8, a market leader in flexible, intelligent communication tools, offers a highly customisable approach to contact centre technology. The comprehensive cloud contact centre solution provided by 8×8 makes it easier for users to connect with customers and collaborate with colleagues. With feature-rich, yet easy to use omnichannel environments, agents can perform like never before.
The 8×8 contact centre combines everything from collaboration tools for your staff, to productivity and work monitoring, AI analytics, and intelligent routing. Some of the most impressive features available from the 8×8 contact centre include:
- Omni-channel routing with voice and digital channel support
- ACD with skills-based routing
- AI-powered IVR with virtual assistant self-service
- Predictive dialing for outbound calls
- A single interface for all channels
- Quality management to help with compliance
- Workforce management tools
- Customer surveys
- Call and screen recording
- Customer experience analytics
- IVR full journey maps
- Speech analytics
- Native CRM support
- CRM integrations with leading tools
- Payment processing with PCI DSS Level 1 compliance
- 8×8 Service management for the contact centre
Not only does the 8×8 contact centre provide companies with everything they need to offer their end-users a great customer experience, but it provides great experiences for businesses too. You’ll have access to a host of extra support and professional services, including global consulting and implementation support. 8×8 has training tools to help bring your team members up to speed and custom service packages. You can also get help creating custom integrations.
Genesys Cloud CX: Features
Genesys Multicloud CX is a state-of-the-art solution for companies who want to get the most out of their CX strategies, no matter the size of the organisation. You can deploy Multicloud however you like, with a range of public or private cloud models, on-premises environments, and hybrid solutions, to give you more control over your technology.
What makes Genesys Cloud CX so special is its adaptability. The service can easily evolve to suit the needs of a larger company, and it comes with a host of disruptive tools like AI-powered bots and predictive routing for revenue growth. Some of the impressive features offered by Genesys Multicloud CX include:
- AI bots for mobile and web use
- Predictive engagement for tracing customer behaviour
- Predictive routing and intelligent call distribution
- Comprehensive risk management tools
- Proactive security measures for data
- Chat and voice bots for customer service
- Speech-enabled IVR
- Compliance with high industry standards
- Call-back function for customer service
- Skill and cost-based routing workflows
- SMS, chat, and email messaging
- Workload distribution
- Workforce engagement tools
- Interaction recording and analysis
- Resource management
- Integrations with the AppFoundry marketplace
- APIs and SDKs
- CRM integrations
- Historical analytics and reports
- Real-time reporting
Similar to 8×8, Genesys also sets itself apart from other contact centre solutions by giving businesses the extra support they need to get the most out of their investment. You can build the perfect system for customer satisfaction from your flexible Genesys environment, and access plenty of guidance and support for things like implementation and project planning. There are also specialist partnership solutions available with companies like Adobe, Google Cloud and Microsoft.
Genesys or 8×8: Which is Better?
There’s no one-size-fits-all when it comes to choosing the right contact centre. The best tool for you will depend on your contact centre goals and the needs of your target audience. Both Genesys and 8×8 offer a lot of similar features, including omni-channel conversation management, access to bots for agent support, and extensive reporting tools.
Genesys Multicloud CX is intended mostly for larger companies dealing with increasingly complex CX environments. As your business grows, it often becomes a lot harder to manage consistent and reliable customer experiences across multiple channels. Genesys Multicloud unifies voice and digital channels to simplify the CCaaS experience for modern companies.
Genesys also excels in providing extra support through artificial intelligence tools capable of responding to voice and test. You can easily design automated workflows and create bots capable of reducing some of the pressure on your human agents if you’re a growing business.
8×8’s contact centre solution can scale to suit all kinds of companies. The flexible ecosystem is easy to use, and brimming with customization options, including access to a range of integrations and API connections. 8×8’s contact centre provides businesses with a simple way to streamline the customer journey from end to end while gathering important information about their clients’ needs.
The 8×8 contact centre environment provides complete visibility into your target audience and enables next-level service through speech analysis, IVR mapping and more. There are even workforce and quality management tools included as part of the kit.
8×8 Contact Centre or Genesys Multicloud CX? You Decide
Both 8×8 and Genesys have a lot to offer with their flexible omni-channel contact centre solutions. The question of which one you should choose will depend on your specific needs. With 8×8, you’re getting an easy-to-use and scalable contact centre packed full of useful analytical tools for understanding the customer journey. You can easily integrate inbound and outbound calls, and even connect your contact centre to your UCaaS tech.
With Genesys Multicloud CX, you get a customisable contact centre environment built for larger companies looking to simplify the way they track customer conversations and offer support.
