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.
How Genesys doesn’t compare to 8x8.
 |  | |
| Third-party Validation | ||
| Leader in the Gartner®️ UCaaS Magic Quadrant™ | 13 years in a row | N/A |
| Recognized in the Gartner®️ CCaaS Magic Quadrant™ for a first-party Contact Center | 10 years in a row | 10 years |
| Recognized in the Forrester UCaaS & CCaaS Wave™ reports | Strong performer in 2025 UCaaS and CCaaS reports | Recognized in CCaaS reports only |
| Global Public Sector CCaaS Solutions Customer Value Leadership Award - Frost & Sullivan®️ | 2024 | N/A |
| Admin Accolades | 2024 NY Design Awards - Silver | N/A |
| Microsoft Teams® Integrations | ||
| Teams – Certified Contact Center | Solution Certified for Microsoft Teams | Yes |
| Teams – Certified for Teams Phone | 8x8 Operator Connect for Microsoft Teams | Not Certified |
| Global Service Availability | ||
| Full PSTN Replacement | 55+ Countries | <50 Countries |
| Unified Platform | Single Platform for UC & CC | Does not offer UCaaS |
| Unified Service Level Agreement | Unified, financially backed, platform-wide 99.999% uptime | Only 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.
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.
These organizations didn’t settle. Why should you?
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.”
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.”
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.”
