Alvaria Workforce vs. Genesys Multicloud CX (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alvaria Workforce
Score 7.3 out of 10
N/A
Alvaria Workforce (formerly Aspect Workforce Management), is a suite of software which combines call center workforce management with advanced analytics features like call recording, speech analytics, eLearning for training, data sharing for schedule optimization across call center or branch locations, and desktop analytics for monitoring and analyzing discrete actions like employee keystrokes and application usage. The Basic, Advanced, and Enterprise tiers include…N/A
Genesys Multicloud CX (discontinued)
Score 7.6 out of 10
N/A
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.N/A
Pricing
Alvaria WorkforceGenesys Multicloud CX (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Alvaria WorkforceGenesys Multicloud CX (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Alvaria WorkforceGenesys Multicloud CX (discontinued)
Considered Both Products
Alvaria Workforce

No answer on this topic

Genesys Multicloud CX (discontinued)
Chose Genesys Multicloud CX (discontinued)
Using a cloud environment replaces aging and antiquated technology. Relying less on infrastructure has allowed for more time to develop new solutions on the Genesys platform.
Top Pros
Top Cons
Features
Alvaria WorkforceGenesys Multicloud CX (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Alvaria Workforce
-
Ratings
Genesys Multicloud CX (discontinued)
9.1
118 Ratings
9% above category average
Agent dashboard00 Ratings9.9109 Ratings
Validate callers00 Ratings9.996 Ratings
Outbound response00 Ratings9.099 Ratings
Call forwarding00 Ratings8.189 Ratings
Click-to-call (CTC)00 Ratings9.083 Ratings
Warm transfer00 Ratings9.9105 Ratings
Predictive dialing00 Ratings9.381 Ratings
Interactive voice response00 Ratings9.9106 Ratings
REST APIs00 Ratings9.999 Ratings
Call scripts00 Ratings9.075 Ratings
Call tracking00 Ratings9.9103 Ratings
Multichannel integration00 Ratings9.8105 Ratings
CRM software integration00 Ratings5.299 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Alvaria Workforce
-
Ratings
Genesys Multicloud CX (discontinued)
8.5
107 Ratings
3% above category average
Inbound call routing00 Ratings9.0100 Ratings
Omnichannel inbound routing00 Ratings9.992 Ratings
Recording00 Ratings8.980 Ratings
Quality management00 Ratings8.180 Ratings
Call analytics00 Ratings8.188 Ratings
Historical reporting00 Ratings9.9103 Ratings
Live reporting00 Ratings8.9100 Ratings
Customer surveys00 Ratings6.864 Ratings
Customer interaction analytics00 Ratings7.173 Ratings
Best Alternatives
Alvaria WorkforceGenesys Multicloud CX (discontinued)
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.6 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Zoom Contact Center
Zoom Contact Center
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Playvox
Playvox
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alvaria WorkforceGenesys Multicloud CX (discontinued)
Likelihood to Recommend
9.0
(8 ratings)
7.7
(147 ratings)
Likelihood to Renew
8.6
(5 ratings)
7.9
(26 ratings)
Usability
8.0
(1 ratings)
6.9
(18 ratings)
Availability
-
(0 ratings)
8.0
(4 ratings)
Performance
-
(0 ratings)
7.1
(4 ratings)
Support Rating
8.0
(1 ratings)
8.7
(21 ratings)
In-Person Training
-
(0 ratings)
8.1
(3 ratings)
Online Training
-
(0 ratings)
7.3
(2 ratings)
Implementation Rating
9.0
(1 ratings)
3.8
(11 ratings)
Configurability
-
(0 ratings)
6.5
(3 ratings)
Ease of integration
-
(0 ratings)
1.9
(4 ratings)
Product Scalability
-
(0 ratings)
7.3
(4 ratings)
Vendor post-sale
-
(0 ratings)
7.3
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.3
(2 ratings)
User Testimonials
Alvaria WorkforceGenesys Multicloud CX (discontinued)
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.
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Discontinued Products
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
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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
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Discontinued Products
  • 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.
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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.
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Discontinued Products
  • 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.
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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.
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Discontinued Products
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.
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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.
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Discontinued Products
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.
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Reliability and Availability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Discontinued Products
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.
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Performance
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Discontinued Products
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.
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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.
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Discontinued Products
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.
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In-Person Training
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Discontinued Products
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.
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Online Training
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Discontinued Products
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.
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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.
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Discontinued Products
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
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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.
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Discontinued Products
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).
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Scalability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Discontinued Products
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.
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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)
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Discontinued Products
  • 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.
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ScreenShots

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace