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48 Ratings
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Top Rated
372 Ratings

Avaya Cloud Office

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48 Ratings
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Score 8 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
372 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Avaya Cloud Office

The solution is innovative aggregating all the corporate communication features that can be used from anywhere and from any device. Avaya Cloud Office is very good because it has cloud management and is easy to use, manage and install. It provides economy and flexibility giving the opportunity to produce from anywhere in times of pandemic. It is something I would recommend and would recommend yes to other colleagues from other companies of any size.
Carlos Santos | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud makes a fantastic resource for a medium or growing business' call center. It can support multiple teams and allows the monitoring of chat and email as well which many companies are looking to utilize. Functionality of Genesys Cloud cannot be beat at its price, but some small businesses may be priced out of utilizing it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Agent dashboard
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Validate callers
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Outbound response
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
7.3
Call forwarding
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Click-to-call (CTC)
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Warm transfer
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
9.0
Predictive dialing
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Interactive voice response
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.7
REST APIs
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call scripts
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call tracking
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Multichannel integration
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
7.4
CRM software integration
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Workforce Optimization (WFO)

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Inbound call routing
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Omnichannel inbound routing
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Recording
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Quality management
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call analytics
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Historical reporting
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Live reporting
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Customer surveys
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
6.5
Customer interaction analytics
Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
7.2

Pros

Avaya Cloud Office

  • Company's promise of providing Gold Standard of Cloud Five9 availability.
  • Very responsive customer support and support directly from Avaya and not Ring Central.
  • Great Nvidia AI partnership has helped in reducing background noise on meeting calls, has improved backgrounds used in a meeting call, and also the claimed feature of non responsive participant's blurring works okay.
  • One umbrella solution for all the needs of a small customer like voice, video, chat, etc.
Ujjwal Goel | TrustRadius Reviewer

Genesys Cloud CX (formerly 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

  • Integration with CCaaS and CPaaS is still under work and should be available soon as that will make Avaya Cloud Office unbeatable.
  • Admin Console should be improved. Similar problem was with CCaaS and the same thing is with Avaya Cloud Office Management page that it has a lot of features, but help, etc. is not available.
  • Directory integration works fine, but sometimes doesn't sync up users.
Ujjwal Goel | TrustRadius Reviewer

Genesys Cloud CX (formerly 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.2
Based on 16 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 36 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.5
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 9.6
Based on 21 answers
Excellent quality support to take care of the implemented solution. It has a friendly and very fast service with native language to help with everything you need. It has a high value but is necessary for critical services such as voice and video.
Ana Cristina | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.0
Based on 99 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly 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 CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.0
Based on 19 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 CX (formerly Genesys Cloud)

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 anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

Avaya Cloud Office

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.8
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

  • 999 availability has made selling it very easy and Avaya being a known brand to deliver this gold standard with past products is easily taken by the customers.
  • Nvidia AI based partnership has increased the demand.
  • Avaya's customer support is gathering all the praises and all this has given us high returns on investing time on Avaya.
  • Also, it is a one umbrella solution for all UCaaS needs and hence makes it very useful and a hot sell.
Ujjwal Goel | TrustRadius Reviewer

Genesys Cloud CX (formerly 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 CX (formerly Genesys Cloud)

General

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

Genesys Cloud CX (formerly Genesys Cloud) Editions & Modules

Edition
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.001
Genesys Cloud CX 3$140.001
Genesys ChoiceContact sales team2
  1. Per User Per Month
  2. Contact sales team
Additional Pricing Details
Pricing plans can also be billed hourly.

Rating Summary

Likelihood to Recommend

Avaya Cloud Office
9.0
Genesys Cloud CX (formerly Genesys Cloud)
7.9

Likelihood to Renew

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Usability

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Support Rating

Avaya Cloud Office
9.6
Genesys Cloud CX (formerly Genesys Cloud)
7.0

In-Person Training

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Online Training

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
7.3

Implementation Rating

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.0

Scalability

Avaya Cloud Office
Genesys Cloud CX (formerly Genesys Cloud)
8.8

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