What users are saying about
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233 Ratings
107 Ratings
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Score 8 out of 100

Genesys Cloud

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233 Ratings
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Score 7.4 out of 100

Likelihood to Recommend

Avaya IX Contact Center

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya IX Contact Center
8.6
Genesys Cloud
8.7
Agent dashboard
Avaya IX Contact Center
8.7
Genesys Cloud
8.5
Validate callers
Avaya IX Contact Center
8.7
Genesys Cloud
7.6
Outbound response
Avaya IX Contact Center
8.5
Genesys Cloud
8.4
Call forwarding
Avaya IX Contact Center
9.2
Genesys Cloud
7.9
Click-to-call (CTC)
Avaya IX Contact Center
9.1
Genesys Cloud
9.5
Warm transfer
Avaya IX Contact Center
8.6
Genesys Cloud
9.3
Predictive dialing
Avaya IX Contact Center
8.2
Genesys Cloud
8.3
Interactive voice response
Avaya IX Contact Center
8.1
Genesys Cloud
9.2
REST APIs
Avaya IX Contact Center
8.2
Genesys Cloud
9.2
Call scripts
Avaya IX Contact Center
8.5
Genesys Cloud
8.7
Call tracking
Avaya IX Contact Center
8.9
Genesys Cloud
9.3
Multichannel integration
Avaya IX Contact Center
8.9
Genesys Cloud
9.4
CRM software integration
Avaya IX Contact Center
8.1
Genesys Cloud
8.3

Workforce Optimization (WFO)

Avaya IX Contact Center
8.8
Genesys Cloud
8.8
Inbound call routing
Avaya IX Contact Center
9.0
Genesys Cloud
8.8
Omnichannel inbound routing
Avaya IX Contact Center
8.9
Genesys Cloud
9.2
Recording
Avaya IX Contact Center
9.0
Genesys Cloud
8.9
Quality management
Avaya IX Contact Center
8.8
Genesys Cloud
8.5
Call analytics
Avaya IX Contact Center
8.6
Genesys Cloud
9.1
Historical reporting
Avaya IX Contact Center
9.1
Genesys Cloud
8.8
Live reporting
Avaya IX Contact Center
8.7
Genesys Cloud
9.2
Customer surveys
Avaya IX Contact Center
8.4
Genesys Cloud
7.8
Customer interaction analytics
Avaya IX Contact Center
8.7
Genesys Cloud
8.7

Pros

Avaya IX Contact Center

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

Genesys Cloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Cons

Avaya IX Contact Center

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Likelihood to Renew

Avaya IX Contact Center

Avaya IX Contact Center 8.1
Based on 12 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.3
Based on 8 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

Avaya IX Contact Center

Avaya IX Contact Center 8.2
Based on 5 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 7.8
Based on 25 answers
As I have been saying PureCloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed
Ronnie Knight | TrustRadius Reviewer

Reliability and Availability

Avaya IX Contact Center

Avaya IX Contact Center 7.0
Based on 1 answer
No answer on this topic is available.

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

Avaya IX Contact Center

Avaya IX Contact Center 10.0
Based on 1 answer
No answer on this topic is available.

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Support Rating

Avaya IX Contact Center

Avaya IX Contact Center 8.0
Based on 5 answers
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Uchenna Ezumezuh | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.5
Based on 95 answers
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
Rodolfo Antunes | TrustRadius Reviewer

In-Person Training

Avaya IX Contact Center

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 IX Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 2 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 IX Contact Center

Avaya IX Contact Center 9.1
Based on 4 answers
No answer on this topic is available.

Genesys Cloud

Genesys Cloud 7.6
Based on 9 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

Avaya IX Contact Center

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

Genesys Cloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

Avaya IX Contact Center

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Return on Investment

Avaya IX Contact Center

  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Screenshots

Pricing Details

Avaya IX Contact Center

General

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

Genesys Cloud

General

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

Rating Summary

Likelihood to Recommend

Avaya IX Contact Center
8.4
Genesys Cloud
6.9

Likelihood to Renew

Avaya IX Contact Center
8.1
Genesys Cloud
8.3

Usability

Avaya IX Contact Center
8.2
Genesys Cloud
7.8

Reliability and Availability

Avaya IX Contact Center
7.0
Genesys Cloud
8.2

Performance

Avaya IX Contact Center
10.0
Genesys Cloud
8.2

Support Rating

Avaya IX Contact Center
8.0
Genesys Cloud
6.5

In-Person Training

Avaya IX Contact Center
Genesys Cloud
8.2

Online Training

Avaya IX Contact Center
Genesys Cloud
7.3

Implementation Rating

Avaya IX Contact Center
9.1
Genesys Cloud
7.6

Scalability

Avaya IX Contact Center
Genesys Cloud
8.2

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