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Top Rated
343 Ratings
29 Ratings
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Score 8.6 out of 100

Genesys Multicloud CX

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Top Rated
343 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

    Contact Center Software

    Alvaria Workforce

    Feature Set Not Supported
    N/A
    8.7

    Genesys Multicloud CX

    87%
    Genesys Multicloud CX ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.9
    89%
    108 Ratings

    Validate callers

    N/A
    0 Ratings
    9.2
    92%
    95 Ratings

    Outbound response

    N/A
    0 Ratings
    9.4
    94%
    99 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.8
    98%
    88 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    9.8
    98%
    82 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.2
    92%
    104 Ratings

    Predictive dialing

    N/A
    0 Ratings
    9.2
    92%
    82 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.0
    80%
    106 Ratings

    REST APIs

    N/A
    0 Ratings
    8.6
    86%
    99 Ratings

    Call scripts

    N/A
    0 Ratings
    7.5
    75%
    75 Ratings

    Call tracking

    N/A
    0 Ratings
    8.7
    87%
    102 Ratings

    Multichannel integration

    N/A
    0 Ratings
    7.5
    75%
    105 Ratings

    CRM software integration

    N/A
    0 Ratings
    7.2
    72%
    99 Ratings

    Workforce Optimization (WFO)

    Alvaria Workforce

    Feature Set Not Supported
    N/A
    8.7

    Genesys Multicloud CX

    87%
    Genesys Multicloud CX ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.9
    89%
    101 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    9.0
    90%
    92 Ratings

    Recording

    N/A
    0 Ratings
    8.9
    89%
    80 Ratings

    Quality management

    N/A
    0 Ratings
    9.7
    97%
    80 Ratings

    Call analytics

    N/A
    0 Ratings
    9.2
    92%
    88 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.9
    89%
    103 Ratings

    Live reporting

    N/A
    0 Ratings
    8.0
    80%
    100 Ratings

    Customer surveys

    N/A
    0 Ratings
    7.0
    70%
    65 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.8
    88%
    73 Ratings

    Attribute Ratings

    • Alvaria Workforce is rated higher in 3 areas: Likelihood to Renew, Usability, Implementation Rating
    • Genesys Multicloud CX is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    9.0

    Alvaria Workforce

    90%
    8 Ratings
    9.3

    Genesys Multicloud CX

    93%
    146 Ratings

    Likelihood to Renew

    8.6

    Alvaria Workforce

    86%
    5 Ratings
    8.0

    Genesys Multicloud CX

    80%
    26 Ratings

    Usability

    8.0

    Alvaria Workforce

    80%
    1 Rating
    7.2

    Genesys Multicloud CX

    72%
    18 Ratings

    Availability

    Alvaria Workforce

    N/A
    0 Ratings
    8.0

    Genesys Multicloud CX

    80%
    8 Ratings

    Performance

    Alvaria Workforce

    N/A
    0 Ratings
    7.1

    Genesys Multicloud CX

    71%
    8 Ratings

    Support Rating

    8.0

    Alvaria Workforce

    80%
    2 Ratings
    8.9

    Genesys Multicloud CX

    89%
    33 Ratings

    In-Person Training

    Alvaria Workforce

    N/A
    0 Ratings
    8.1

    Genesys Multicloud CX

    81%
    3 Ratings

    Online Training

    Alvaria Workforce

    N/A
    0 Ratings
    7.3

    Genesys Multicloud CX

    73%
    2 Ratings

    Implementation Rating

    9.0

    Alvaria Workforce

    90%
    2 Ratings
    5.0

    Genesys Multicloud CX

    50%
    27 Ratings

    Configurability

    Alvaria Workforce

    N/A
    0 Ratings
    6.5

    Genesys Multicloud CX

    65%
    3 Ratings

    Ease of integration

    Alvaria Workforce

    N/A
    0 Ratings
    6.4

    Genesys Multicloud CX

    64%
    2 Ratings

    Product Scalability

    Alvaria Workforce

    N/A
    0 Ratings
    7.3

    Genesys Multicloud CX

    73%
    4 Ratings

    Vendor post-sale

    Alvaria Workforce

    N/A
    0 Ratings
    7.3

    Genesys Multicloud CX

    73%
    2 Ratings

    Vendor pre-sale

    Alvaria Workforce

    N/A
    0 Ratings
    7.3

    Genesys Multicloud CX

    73%
    2 Ratings

    Likelihood to Recommend

    Alvaria, Inc (Aspect Software + Noble Systems)

    Easy workforce management tool and the dashboard is well designed with multiple accessible functionalities. This platform allows easy data collection across other project management systems and the analytics which the tool provides are excellent and very reliable project planning and easy scheduling with effective and excellent management functionalities and initial implementing is also an easy process.
    Read full review

    Genesys

    Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
    Read full review

    Pros

    Alvaria, Inc (Aspect Software + Noble Systems)

    • easy and quick to use- you don't have to waste hours explaining how to use WFM with your employees
    • reliable- multiple employees can be making changes and testing staffing changes without the site crashing
    • easy to balance employee scheduling with your business needs
    Read full review

    Genesys

    • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
    • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
    • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
    • The level of details for report customization is another strong point.
    Read full review

    Cons

    Alvaria, Inc (Aspect Software + Noble Systems)

    • The configuration of the system is quite complex and very difficult to administer.
    • Initial training on the product is simply focused on the product and it typically not done using a customers real data. Since many customers do not have a strong background in WFM to begin with, the training should focus more on the fundamental of WFM before it dives into how to use the tool. You have to learn more about how it is best to use the tool for real world environments and not just how to click here and go there.
    • RTA has not been updated in years. It does not offer real-time schedule adherence scores and the reporting is terrible. Reporting is specific to each workspace and you lose data each time you close a workspace.
    • The shrinkage calculator feature that was added a few years ago is a great feature but very difficult to reconcile. If you are not an extreme expert with the very confusing superstate philosophy in eWFM it can be disastrous.
    Read full review

    Genesys

    • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
    • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
    • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
    Read full review

    Pricing Details

    Alvaria Workforce

    Starting Price

    Editions & Modules

    Alvaria Workforce editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Genesys Multicloud CX

      Starting Price

      Editions & Modules

      Genesys Multicloud CX editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Visit Website

        Likelihood to Renew

        Alvaria, Inc (Aspect Software + Noble Systems)

        While I support other customers who utilize the software, the response from our customers is over-whelmingly positive. Many customers who have not had any type of workforce management software in the past use spreadsheets to schedule and forecast agents. This can be extremely complicated and a nightmare to control. The time saved by having a product that can quickly complete these functions for you is worth the investment. Also, we have several customers who had no way to track what their agents are doing and have found many problems in their call-center with the software. After rolling out a program where their adherence was tracked and actually 'mattered', they were able to see increased efficency from their agents.
        Read full review

        Genesys

        Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
        Read full review

        Usability

        Alvaria, Inc (Aspect Software + Noble Systems)

        Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
        Read full review

        Genesys

        Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
        Read full review

        Reliability and Availability

        Alvaria, Inc (Aspect Software + Noble Systems)

        No answers on this topic

        Genesys

        There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
        Read full review

        Performance

        Alvaria, Inc (Aspect Software + Noble Systems)

        No answers on this topic

        Genesys

        Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
        Read full review

        Support Rating

        Alvaria, Inc (Aspect Software + Noble Systems)

        I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
        Read full review

        Genesys

        There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
        Read full review

        In-Person Training

        Alvaria, Inc (Aspect Software + Noble Systems)

        No answers on this topic

        Genesys

        Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
        Read full review

        Online Training

        Alvaria, Inc (Aspect Software + Noble Systems)

        No answers on this topic

        Genesys

        Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
        Read full review

        Implementation Rating

        Alvaria, Inc (Aspect Software + Noble Systems)

        Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
        Read full review

        Genesys

        It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
        Read full review

        Alternatives Considered

        Alvaria, Inc (Aspect Software + Noble Systems)

        I have used NICE IEX Workforce Management in addition to Aspect Workforce Management, both tools are great at what they do. Aspect however builds its forecast model continuously, adding more information to the model everyday, where are with IEX, the model has to be built each and every time from used selections each week. IEX does not have a historical base model to reference, where Aspect does.
        Read full review

        Genesys

        For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
        Read full review

        Scalability

        Alvaria, Inc (Aspect Software + Noble Systems)

        No answers on this topic

        Genesys

        The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
        Read full review

        Return on Investment

        Alvaria, Inc (Aspect Software + Noble Systems)

        • The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
        • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
        • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
        Read full review

        Genesys

        • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
        • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
        Read full review

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