Avaya UCaaS vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya UCaaS
Score 8.0 out of 10
N/A
Avaya UCaaS is an all-in-one business communications platform. Avaya UCaaS aims to set employees up for success with unified internal communication, supporting voice, chat, email, video, file sharing, task management and more. Create collaboration in real-time, using any device or system, through one platform.
$19.99
per month per user
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Pricing
Avaya UCaaSGenesys Cloud CX
Editions & Modules
No answers on this topic
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
Avaya UCaaSGenesys Cloud CX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Avaya UCaaSGenesys Cloud CX
Considered Both Products
Avaya UCaaS
Chose Avaya UCaaS
Apart from Cisco Webex Calling/app no other vendor offers their own phones hardware, gateways. We need to add other vendors like yealink, Poly, Audiocodes to complete the solution. This makes things very difficult from management perspective. As you have to hire a person who …
Genesys Cloud CX
Chose Genesys Cloud CX
We get the good omnichannel experience and fast implementation, Webex phone features and also cost effective solution.Genesys WEM/WFO is very good and its helps business for the forcasting and enabling the shift plans as well.
Chose Genesys Cloud CX
Lets be honest Genesys Cloud CX is the only call center solution that offers all features in one package. Every other call center solution you will need to buy a third party add-on for a feature you want. Examples I have seen would be Analytics, Recordings, WFM not included …
Chose Genesys Cloud CX
All the companies we reviewed were similar. We felt Genesys had the best model to get us where we wanted to go.
Chose Genesys Cloud CX
We were after an enterprise solution that was easy to migrate from Genesys Connect.
Moving to Genesys Cloud (formerly PureCloud) was the most cost effective for us. Additionally we investigated transactional-based solutions, and Genesys Cloud (formerly PureCloud) gave us an …
Chose Genesys Cloud CX
Genesys is leading the customer experience market by providing an omnichannel platform to achieve all your complex business goals within it. Sometimes tasks might be duplicated in other solutions but in Genesys Cloud (formerly PureCloud), tasks are done once and it can be …
Chose Genesys Cloud CX
All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or …
Chose Genesys Cloud CX
Unlike a few other solutions considered, Genesys Cloud provides a one-stop-shop package for all the Cloud Contact Center and associated workforce management needs.
It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact …
Chose Genesys Cloud CX
For the money and ease of use, Genesys is top notch. I think they lack in integrations against some others. From a metrics perceptive, Genesys Cloud provides a very easy to use system for non-technical leaders. You can generate the reports you need quickly, and with little need …
Chose Genesys Cloud CX
I have used many other phone systems, and the majority of them have codes you need to enter to do a particular function. In Genesys you don't need to enter any codes, the UI is very well designed and easy to learn. You don't have to memorize codes when you can just simply look …
Chose Genesys Cloud CX
Genesys is way better and has more features. We can just hear the voicemails straight from the cloud. We can do a consult transfer with the other agent prior to transferring the client to their end. It shows me my metrics so that I can compare them to the prior day and get …
Chose Genesys Cloud CX
I have used AVAYA IP Office/Communicator and it wasn't as smooth as Genesys. Also, I didn't really know how to look at my total calls for the day. I find this tool very friendly.
Chose Genesys Cloud CX
I worked with Avaya products some years ago. I find that Genesys Cloud (formerly PureCloud) is easier to implement and maintain.
Top Pros
Top Cons
Features
Avaya UCaaSGenesys Cloud CX
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Avaya UCaaS
6.0
18 Ratings
30% below category average
Genesys Cloud CX
-
Ratings
High quality audio7.918 Ratings00 Ratings
High quality video7.015 Ratings00 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Avaya UCaaS
7.6
11 Ratings
5% below category average
Genesys Cloud CX
-
Ratings
Desktop sharing7.611 Ratings00 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Avaya UCaaS
7.6
12 Ratings
5% below category average
Genesys Cloud CX
-
Ratings
Calendar integration7.012 Ratings00 Ratings
Meeting initiation7.212 Ratings00 Ratings
Record meetings / events6.910 Ratings00 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Avaya UCaaS
8.1
12 Ratings
5% above category average
Genesys Cloud CX
-
Ratings
Live chat7.112 Ratings00 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Avaya UCaaS
7.4
15 Ratings
1% below category average
Genesys Cloud CX
-
Ratings
User authentication7.414 Ratings00 Ratings
Participant roles & permissions7.415 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Avaya UCaaS
7.5
21 Ratings
8% below category average
Genesys Cloud CX
-
Ratings
Hosted PBX7.914 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)7.414 Ratings00 Ratings
Directory of employee names6.019 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Avaya UCaaS
7.6
21 Ratings
8% below category average
Genesys Cloud CX
-
Ratings
Answering rules8.620 Ratings00 Ratings
Call recording9.016 Ratings00 Ratings
Call park7.916 Ratings00 Ratings
Call screening7.115 Ratings00 Ratings
Message alerts8.919 Ratings00 Ratings
Business SMS/External Messaging7.411 Ratings00 Ratings
Online Fax5.59 Ratings00 Ratings
Voicemail Transcription6.716 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Avaya UCaaS
8.2
19 Ratings
5% below category average
Genesys Cloud CX
-
Ratings
Mobile app for iOS7.814 Ratings00 Ratings
Mobile app for Android8.716 Ratings00 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Avaya UCaaS
7.0
14 Ratings
6% below category average
Genesys Cloud CX
-
Ratings
Centralized communications management7.313 Ratings00 Ratings
Team messaging6.611 Ratings00 Ratings
Team document sharing7.09 Ratings00 Ratings
Call and meeting analytics7.213 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya UCaaS
-
Ratings
Genesys Cloud CX
8.1
382 Ratings
3% below category average
Agent dashboard00 Ratings7.9365 Ratings
Validate callers00 Ratings7.9318 Ratings
Outbound response00 Ratings7.6283 Ratings
Call forwarding00 Ratings8.3307 Ratings
Click-to-call (CTC)00 Ratings8.4245 Ratings
Warm transfer00 Ratings8.5352 Ratings
Predictive dialing00 Ratings7.8208 Ratings
Interactive voice response00 Ratings8.3299 Ratings
REST APIs00 Ratings8.3251 Ratings
Call scripts00 Ratings8.4280 Ratings
Call tracking00 Ratings8.4343 Ratings
Multichannel integration00 Ratings8.3275 Ratings
CRM software integration00 Ratings7.8265 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya UCaaS
-
Ratings
Genesys Cloud CX
7.8
364 Ratings
6% below category average
Inbound call routing00 Ratings8.5339 Ratings
Omnichannel inbound routing00 Ratings8.0257 Ratings
Recording00 Ratings8.4344 Ratings
Quality management00 Ratings7.9314 Ratings
Call analytics00 Ratings7.9325 Ratings
Historical reporting00 Ratings7.6338 Ratings
Live reporting00 Ratings7.8333 Ratings
Customer surveys00 Ratings6.7198 Ratings
Customer interaction analytics00 Ratings7.6240 Ratings
Best Alternatives
Avaya UCaaSGenesys Cloud CX
Small Businesses
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.6 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
Avaya UCaaSGenesys Cloud CX
Likelihood to Recommend
8.4
(97 ratings)
8.6
(406 ratings)
Likelihood to Renew
8.5
(5 ratings)
7.2
(37 ratings)
Usability
6.6
(5 ratings)
9.1
(68 ratings)
Availability
8.7
(4 ratings)
8.4
(6 ratings)
Performance
6.2
(4 ratings)
8.0
(6 ratings)
Support Rating
7.4
(80 ratings)
7.1
(97 ratings)
In-Person Training
6.8
(2 ratings)
7.7
(4 ratings)
Online Training
9.1
(1 ratings)
7.6
(10 ratings)
Implementation Rating
6.0
(4 ratings)
8.2
(18 ratings)
Configurability
5.5
(2 ratings)
8.2
(5 ratings)
Contract Terms and Pricing Model
9.5
(2 ratings)
7.6
(13 ratings)
Ease of integration
9.1
(1 ratings)
5.3
(7 ratings)
Product Scalability
5.9
(2 ratings)
8.4
(6 ratings)
Professional Services
10.0
(1 ratings)
7.6
(10 ratings)
Vendor post-sale
8.2
(2 ratings)
8.4
(7 ratings)
Vendor pre-sale
7.7
(2 ratings)
8.4
(7 ratings)
User Testimonials
Avaya UCaaSGenesys Cloud CX
Likelihood to Recommend
Avaya
Call centers where lots of calls come in per day are better suited for Cloud office. Small businesses or companies that don’t really make outgoing calls or receive a lot of incoming calls other than within the company would not really be suited for Avaya Cloud Office.
Read full review
Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
Read full review
Pros
Avaya
  • User-friendly GUI management interface with the possibility to create different rooms, notebooks, calendars, and chats.
  • The management interface for recordings is made in the rooms with the possibility of downloading them to the location.
  • Link and file sharing with other participants.
  • Chat with all participants and individual.
Read full review
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
Read full review
Cons
Avaya
  • Avaya has very strong contact center offerings and more contact with our salesperson would be helpful, so we can explore the latest offerings
  • Although it's adequate a slightly more intuitive UI would be helpful
  • More integrated reporting at the end-user level.
Read full review
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
Read full review
Likelihood to Renew
Avaya
I would like to have better communication with the support teams and do not want to have to port to a new system.
Read full review
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Read full review
Usability
Avaya
There are few times that we have not been able to take advantage of the tool, but those moments are related to the bandwidth of each person in [their] home. Those who have low signal cannot access meetings on the platform smoothly.
Read full review
Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
Read full review
Reliability and Availability
Avaya
Throughout a year and and a half of remote learning, we only experience two minor technology issues that were resolved within an hour
Read full review
Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Read full review
Performance
Avaya
We have not been faced to any performance issue.
Read full review
Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Read full review
Support Rating
Avaya
The Customer Service and Representatives are always kind and willing to go the extra mile to get anything resolved. Yet, we have not really needed them after the initial set up since the product actually works and we have not really experienced any major issues.
Read full review
Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
Read full review
In-Person Training
Avaya
whilst on site it was delivered by teams to the desks , not the fault of the trainer
Read full review
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Read full review
Online Training
Avaya
The online training was clear and effective.
Read full review
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Implementation Rating
Avaya
Thank to the help of Avaya implementation team, the migration was done with minimal impact. All activities were well defined and done in time.
Read full review
Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Read full review
Alternatives Considered
Avaya
Apart from Cisco Webex Calling/app no other vendor offers their own phones hardware, gateways. We need to add other vendors like yealink, Poly, Audiocodes to complete the solution. This makes things very difficult from management perspective. As you have to hire a person who can manage a multivendor environment. Also, in case of outage, multiple bridge open and every vendor blame others. Cisco is costly so we gave a chance to Avaya UCaaS based on its history and reputation in Calling market.
Read full review
Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
Read full review
Contract Terms and Pricing Model
Avaya
No answers on this topic
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Scalability
Avaya
Scalability was less important for our organization as our needs are quite stable.
Read full review
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read full review
Professional Services
Avaya
No answers on this topic
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
Read full review
Return on Investment
Avaya
  • This made working from home possible, allowing me to take calls that I wouldn't be able to without having them forwarded by our communications department
  • It works with Teams, realizing when I'm on a conf call and automatically sets a status of away, preventing my phone from ringing, but allowing me to see the voicemail via text so that I can respond
  • If I step out of the office for a little bit, I can have my calls go directly to my cellphone to make sure I'm still available if needed
Read full review
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
Read full review
ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability