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161 Ratings
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Top Rated
373 Ratings

Avaya OneCloud CCaaS

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161 Ratings
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Score 7.7 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

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Top Rated
373 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Avaya OneCloud CCaaS

The tools provided by this system are detailed and can achieve the entire event without audio and video issues. It's a great system for us, and we're happy with the service they provide.So far, our business team has not encountered or encountered problems or difficulties in our daily work.
Jeyson Rivera | 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 OneCloud CCaaS
8.9
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Agent dashboard
Avaya OneCloud CCaaS
8.9
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Validate callers
Avaya OneCloud CCaaS
9.0
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Outbound response
Avaya OneCloud CCaaS
9.1
Genesys Cloud CX (formerly Genesys Cloud)
7.3
Call forwarding
Avaya OneCloud CCaaS
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Click-to-call (CTC)
Avaya OneCloud CCaaS
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Warm transfer
Avaya OneCloud CCaaS
9.0
Genesys Cloud CX (formerly Genesys Cloud)
9.0
Predictive dialing
Avaya OneCloud CCaaS
8.2
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Interactive voice response
Avaya OneCloud CCaaS
8.9
Genesys Cloud CX (formerly Genesys Cloud)
8.7
REST APIs
Avaya OneCloud CCaaS
8.6
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call scripts
Avaya OneCloud CCaaS
9.0
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call tracking
Avaya OneCloud CCaaS
9.3
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Multichannel integration
Avaya OneCloud CCaaS
9.0
Genesys Cloud CX (formerly Genesys Cloud)
7.4
CRM software integration
Avaya OneCloud CCaaS
9.0
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.9
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Inbound call routing
Avaya OneCloud CCaaS
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Omnichannel inbound routing
Avaya OneCloud CCaaS
9.0
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Recording
Avaya OneCloud CCaaS
8.6
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Quality management
Avaya OneCloud CCaaS
9.0
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call analytics
Avaya OneCloud CCaaS
8.7
Genesys Cloud CX (formerly Genesys Cloud)
8.4
Historical reporting
Avaya OneCloud CCaaS
8.8
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Live reporting
Avaya OneCloud CCaaS
9.0
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Customer surveys
Avaya OneCloud CCaaS
9.0
Genesys Cloud CX (formerly Genesys Cloud)
6.5
Customer interaction analytics
Avaya OneCloud CCaaS
8.9
Genesys Cloud CX (formerly Genesys Cloud)
7.2

Pros

Avaya OneCloud CCaaS

  • 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 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 OneCloud CCaaS

  • 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 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 OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 13 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 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 OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 6 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 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 OneCloud CCaaS

Avaya OneCloud CCaaS 7.0
Based on 2 answers
No answer on this topic is available.

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 OneCloud CCaaS

Avaya OneCloud CCaaS 10.0
Based on 2 answers
No answer on this topic is available.

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 OneCloud CCaaS

Avaya OneCloud CCaaS 7.4
Based on 8 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 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 OneCloud CCaaS

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 OneCloud CCaaS

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 OneCloud CCaaS

Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
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 OneCloud CCaaS

I have used 8x8 and Cisco as other phone services. So far we have really enjoyed the consistency and dependability of Avaya [OneCloud CCaaS]. It has given us the unique opportunity to better facilitate auditing and maintaining an efficient workforce to assist customers in a fast and meaningful matter. Avaya is very user friendly for our remote workers and it was a fairly easy transition to teaching them Avaya's system.
Kyle Panackia | TrustRadius Reviewer

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 OneCloud CCaaS

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 OneCloud CCaaS

  • Seamless implementation. If your access to the PSTN is through one of the major carriers, integrating the IP Office is quick, and easy. If you are in a market similar to ours where there are smaller carriers to work with, relying on your local Avaya business partner will allow for that same seamless integration.
  • Users will find the menus on their new phones easy to navigate. It never hurts to have a cheat sheet provided by you installer. The system is very intuitive, even for system administrators.
  • A new system paired with a new circuit contract has the potential for a cost savings that can pay for the new phone system in a 3 year time frame. We have customers that can attest to that!
Richard Heller | 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 OneCloud CCaaS

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required

Avaya OneCloud CCaaS Editions & Modules

Additional Pricing Details
Digital - $41.00 (Per User/Per Month) Voice - $72.00 (Per User/Per Month) All Media - $111.00 (Per User/Per Month)

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 OneCloud CCaaS
8.3
Genesys Cloud CX (formerly Genesys Cloud)
7.9

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Usability

Avaya OneCloud CCaaS
8.0
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

Avaya OneCloud CCaaS
10.0
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Support Rating

Avaya OneCloud CCaaS
7.4
Genesys Cloud CX (formerly Genesys Cloud)
7.0

In-Person Training

Avaya OneCloud CCaaS
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Online Training

Avaya OneCloud CCaaS
Genesys Cloud CX (formerly Genesys Cloud)
7.3

Implementation Rating

Avaya OneCloud CCaaS
9.1
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Scalability

Avaya OneCloud CCaaS
Genesys Cloud CX (formerly Genesys Cloud)
8.8

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