8x8 vs. Genesys

Genesys fails on UCaaS. 8x8 wins for both UCaaS and CCaaS.

Genesys may work for contact centers, but it lacks the unified communications that enterprises need. 8x8 combines UCaaS, CCaaS, and CPaaS in one solution—backed by a financially guaranteed 99.999% SLA—for simpler management, deeper integration, and unmatched platform-wide reliability.

  • Unified UCaaS, CCaaS, and CPaaS platform.
  • Security, global scalability, and long-term reliability.
  • Simplified management and unified interaction data across your organization.
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How Genesys doesn’t compare to 8x8.

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Third-party Validation
Leader in the Gartner®️ UCaaS Magic Quadrant™13 years in a rowN/A
Recognized in the Gartner®️ CCaaS Magic Quadrant™ for a first-party Contact Center10 years in a row10 years
Recognized in the Forrester UCaaS & CCaaS Wave™ reportsStrong performer in 2025 UCaaS and CCaaS reportsRecognized in CCaaS reports only
Global Public Sector CCaaS Solutions Customer Value Leadership Award - Frost & Sullivan®️2024N/A
Admin Accolades2024 NY Design Awards - SilverN/A
Microsoft Teams® Integrations
Teams – Certified Contact CenterSolution Certified for Microsoft TeamsYes
Teams – Certified for Teams Phone8x8 Operator Connect for Microsoft TeamsNot Certified
Global Service Availability
Full PSTN Replacement55+ Countries<50 Countries
Unified PlatformSingle Platform for UC & CCDoes not offer UCaaS
Unified Service Level AgreementUnified, financially backed, platform-wide 99.999% uptimeOnly offers SLA for 99.99%. Allowing for 10x more downtime than 8x8.

One platform. Every communication.

Unlike Genesys, which often requires multiple tools and third-party apps to cover business communications, 8x8 delivers a truly unified platform that combines voice, video, chat, contact center, and APIs in one seamless experience. This means less complexity, better data and insights, and more value from a single provider. Whether you're managing internal collaboration or delivering world-class customer service, 8x8 keeps everything—and everyone—connected.

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8x8 does what Genesys can’t. Everywhere it counts.

Five nines. Zero excuses. 

8x8 guarantees 99.999% uptime across unified communications and contact center. Unlike Genesys’ weaker SLA (which allows for 10x more downtime), you get one consistent promise—less risk, more peace of mind.

Right sized for your team.

8x8 makes it easy for lean IT teams to deploy, manage, and scale communications.

Global reach without hassle.

Connect your teams in 55+ countries with 8x8’s native PSTN coverage—more than Genesys. One provider, global coverage.

Deeper Microsoft Teams integrations.

Only 8x8 delivers certified Teams solutions for both calling and contact center. No workarounds, no compromises— just a native, seamless experience.

Recommended by leading industry experts.

8x8’s 2024 recognition from Gartner in UCaaS and CCaaS
TrustRadius recognition badges for 8x8 in Buyer's Choice, Top Rated and Tech Cares categories
G2 recognition badges for 8x8 in Best Software Awards in Customer Serivice Products and Users Love us categories

These organizations didn’t settle. Why should you?

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For over a decade, First United relied on a Genesys solution, until they chose 8x8.

“We did an evaluation of four or five platforms, and 8x8 came out on top." The decision ultimately came down to flexibility, a Microsoft Teams-certified contact center solution, and outstanding support from 8x8’s advisors.”

AJ TaskerVice President and Managing Director of Operations<br> First United Bank & Trust
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Cape Air evaluated a number of solutions, but 8x8 stood out.

“What set 8x8 apart was the superior contact center, CRM integration, robust SLA, and easy phone experience—all on the same platform.”

Brett StoneSenior Manager of Network Operations<br> Cape Air
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After evaluating several options, the Catholic Diocese of Maitland-Newcastle chose 8x8

“It’s just so much simpler. A lot of people don’t even know they’re using 8x8, because it integrates so simply into Microsoft Teams and our system.”

Fiona Hanson Portfolio Manager <br> Catholic Diocese of Maitland-Newcastle
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