The on-premises Avaya Aura Platform delivers unified communications and customer service solutions, designed to enhance employee and customer experiences. It is presented as real time communications architecture using session-based collaboration technologies, and is used to enable multi-modal unified communications and omnichannel customer experience solutions.
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Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
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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.
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Pricing
Avaya Aura
Genesys Multicloud CX (discontinued)
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Avaya Aura
Genesys Multicloud CX (discontinued)
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Free/Freemium Version
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No
Premium Consulting/Integration Services
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No
Entry-level Setup Fee
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Avaya Aura
Genesys Multicloud CX (discontinued)
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See helpful people who have experience with this product
Genesys is a very powerful platform leading in contact center technology. Very up to date in the technologies used in the platform. Easy to integrate with.
Genesys Engage combines the flexibility to be able to integrate and create every customer journey a customer wants together with the possibility to create your own configuration interface to manage the most common day to day options for let's say a supervisor.
Avaya: As a brand, they are trying to get rid of their hardware-vendor image, but this fails. Omni channel routing is separate in 2 systems. And the reporting solution is torn apart into CMS and Avaya analytic. Customers can't see a clear roadmap.
We have our phone system of Avaya built underneath Genesys. Avaya is a good system but it lacks the ability to customize your business unit to meet their demands.
I personally like the "pod-based" deployment tool used in Avaya Aura and the packaged concept of CISCO CCE. This shortens the deployment time for the base platform, uses standard tested configuration for a specific load, and allows additional/ optional components to be plugged …
Genesys Engage provides a variety of options and capabilities, with high availability and easy application upgrades as compared to other providers in the industry. While we experienced some challenges during
development and at launch, Genesys Engage is now a product that meets …
Genesys Engage is way ahead than Avaya Aura contact center as it is a purely software-based contact center solution. Genesys Engage is highly flexible and scalable to any extent based on the client's demand. It provides a best in class routing and reporting engine. Genesys …
Genesys Engage's capabilities like high availability and application upgrades are much simpler as compared to other providers in the industry. The Genesys Engage platform provides the capability to use user-defined KVPs that can be used in complex routing techniques and call …
The flexibility of Genesys Engage was a prevalent point in the Genesys solution choice vs other vendor like Avaya. The expertise and customer service of the Genesys team teamed with interconnector was another prevalent point.
Genesys has more functionalities that can be applied in our organization. The possibilities it offers are immense. Routing strategies and subroutines can be very complex. Genesys Engage offer a lot of functionalities.