What users are saying about
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Top Rated
344 Ratings
6 Ratings
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Score 8.1 out of 100

Genesys Cloud

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Top Rated
344 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

Avaya Cloud Office

Well Suited: Small business that wants a phone system designed like a larger business. Users who spend a lot of time on the road. Less appropriate: Cost can be high for larger businesses. Geared more towards softphones, some users will not get much functionality if they don't want to try new updated features.
Matthew Strickland | TrustRadius Reviewer

Genesys Cloud

For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.
Sebastian Cuadras | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya Cloud Office
Genesys Cloud
8.3
Agent dashboard
Avaya Cloud Office
Genesys Cloud
8.4
Validate callers
Avaya Cloud Office
Genesys Cloud
7.6
Outbound response
Avaya Cloud Office
Genesys Cloud
8.0
Call forwarding
Avaya Cloud Office
Genesys Cloud
8.3
Click-to-call (CTC)
Avaya Cloud Office
Genesys Cloud
9.0
Warm transfer
Avaya Cloud Office
Genesys Cloud
8.8
Predictive dialing
Avaya Cloud Office
Genesys Cloud
6.9
Interactive voice response
Avaya Cloud Office
Genesys Cloud
8.6
REST APIs
Avaya Cloud Office
Genesys Cloud
8.6
Call scripts
Avaya Cloud Office
Genesys Cloud
8.5
Call tracking
Avaya Cloud Office
Genesys Cloud
8.8
Multichannel integration
Avaya Cloud Office
Genesys Cloud
8.3
CRM software integration
Avaya Cloud Office
Genesys Cloud
7.7

Workforce Optimization (WFO)

Avaya Cloud Office
Genesys Cloud
8.2
Inbound call routing
Avaya Cloud Office
Genesys Cloud
8.6
Omnichannel inbound routing
Avaya Cloud Office
Genesys Cloud
8.5
Recording
Avaya Cloud Office
Genesys Cloud
8.6
Quality management
Avaya Cloud Office
Genesys Cloud
8.2
Call analytics
Avaya Cloud Office
Genesys Cloud
8.6
Historical reporting
Avaya Cloud Office
Genesys Cloud
8.2
Live reporting
Avaya Cloud Office
Genesys Cloud
8.3
Customer surveys
Avaya Cloud Office
Genesys Cloud
6.9
Customer interaction analytics
Avaya Cloud Office
Genesys Cloud
7.7

Pros

Avaya Cloud Office

  • IVR Management
  • Voicemail to Text / Voicemail to Email
  • Video Conferencing
  • User Management
Matthew Strickland | TrustRadius Reviewer

Genesys Cloud

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Cons

Avaya Cloud Office

  • Needs more ring customization on phones.
  • Admin console could have better descriptions of what each function does.
  • Custom Rules can cause issues if you are not careful.
Matthew Strickland | TrustRadius Reviewer

Genesys Cloud

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Likelihood to Renew

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 13 answers
Because the product is fitting with our expectations in general terms. The Genesys account management is working near us and leading us in the evolution process based on their solutions.
Anonymous | TrustRadius Reviewer

Usability

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.1
Based on 35 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 5 answers
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.
Danette Babyn | TrustRadius Reviewer

Performance

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.7
Based on 5 answers
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.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

Avaya Cloud Office

Avaya Cloud Office 10.0
Based on 1 answer
Support has helped me within minutes, even on holidays, when a customer of ours with Avaya Cloud Office had issues resolved in a very impressive time. Support has made every attempt possible to make sure we have no ongoing issues with new setups, or users that have unique issues.
Matthew Strickland | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.4
Based on 98 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.0
Based on 18 answers
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.
Matthew Calton | TrustRadius Reviewer

Alternatives Considered

Avaya Cloud Office

No answers on this topic

Genesys Cloud

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 center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
Anonymous | TrustRadius Reviewer

Scalability

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Return on Investment

Avaya Cloud Office

  • Positive: Helped our customers with better phone systems.
  • Positive: It is easier than ever to receive calls when out of the office.
  • Negative: Is a steep learning curve for users of extremely old phone systems.
Matthew Strickland | TrustRadius Reviewer

Genesys Cloud

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Screenshots

Pricing Details

Avaya Cloud Office

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Avaya Cloud Office Editions & Modules

Additional Pricing Details

Genesys Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys Cloud Editions & Modules

Edition
Starting Price$900.001
Maximum Price$1,680.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Avaya Cloud Office
10.0
Genesys Cloud
7.7

Likelihood to Renew

Avaya Cloud Office
Genesys Cloud
8.2

Usability

Avaya Cloud Office
Genesys Cloud
8.1

Reliability and Availability

Avaya Cloud Office
Genesys Cloud
8.7

Performance

Avaya Cloud Office
Genesys Cloud
7.7

Support Rating

Avaya Cloud Office
10.0
Genesys Cloud
6.4

In-Person Training

Avaya Cloud Office
Genesys Cloud
8.2

Online Training

Avaya Cloud Office
Genesys Cloud
7.3

Implementation Rating

Avaya Cloud Office
Genesys Cloud
8.0

Scalability

Avaya Cloud Office
Genesys Cloud
8.7

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