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Top Rated
453 Ratings
Top Rated
161 Ratings
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Score 7.9 out of 100

Genesys Cloud CX

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Top Rated
453 Ratings
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Score 8.5 out of 100

Feature Set Ratings

  • Avaya OneCloud CCaaS ranks higher in 1 feature set: Workforce Optimization (WFO)
  • Avaya OneCloud CCaaS and Genesys Cloud CX are tied in 1 feature set: Contact Center Software

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%
9.0

Genesys Cloud CX

90%
Avaya OneCloud CCaaS ranks higher in 9/13 features

Agent dashboard

9.2
92%
26 Ratings
9.1
91%
247 Ratings

Validate callers

9.2
92%
25 Ratings
8.5
85%
221 Ratings

Outbound response

9.0
90%
24 Ratings
8.8
88%
202 Ratings

Call forwarding

9.3
93%
26 Ratings
9.1
91%
220 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
9.6
96%
175 Ratings

Warm transfer

8.9
89%
26 Ratings
9.1
91%
241 Ratings

Predictive dialing

8.5
85%
21 Ratings
9.1
91%
148 Ratings

Interactive voice response

8.8
88%
21 Ratings
9.4
94%
199 Ratings

REST APIs

9.1
91%
20 Ratings
9.0
90%
169 Ratings

Call scripts

9.3
93%
22 Ratings
9.2
92%
182 Ratings

Call tracking

9.3
93%
25 Ratings
8.6
86%
238 Ratings

Multichannel integration

8.9
89%
25 Ratings
8.4
84%
187 Ratings

CRM software integration

9.2
92%
23 Ratings
9.0
90%
183 Ratings

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
8.7

Genesys Cloud CX

87%
Avaya OneCloud CCaaS ranks higher in 8/9 features

Inbound call routing

9.4
94%
28 Ratings
9.1
91%
229 Ratings

Omnichannel inbound routing

9.2
92%
26 Ratings
8.7
87%
177 Ratings

Recording

8.8
88%
26 Ratings
9.5
95%
231 Ratings

Quality management

8.9
89%
26 Ratings
8.8
88%
215 Ratings

Call analytics

8.9
89%
26 Ratings
8.7
87%
219 Ratings

Historical reporting

8.7
87%
26 Ratings
8.1
81%
230 Ratings

Live reporting

9.1
91%
26 Ratings
8.7
87%
224 Ratings

Customer surveys

9.0
90%
23 Ratings
7.9
79%
129 Ratings

Customer interaction analytics

8.9
89%
23 Ratings
8.7
87%
163 Ratings

Attribute Ratings

  • Avaya OneCloud CCaaS is rated higher in 2 areas: Performance, Implementation Rating
  • Genesys Cloud CX is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Support Rating

Likelihood to Recommend

8.5

Avaya OneCloud CCaaS

85%
45 Ratings
9.1

Genesys Cloud CX

91%
265 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings
8.7

Genesys Cloud CX

87%
25 Ratings

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings
9.3

Genesys Cloud CX

93%
61 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings
8.9

Genesys Cloud CX

89%
6 Ratings

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings
7.2

Genesys Cloud CX

72%
6 Ratings

Support Rating

6.2

Avaya OneCloud CCaaS

62%
6 Ratings
8.5

Genesys Cloud CX

85%
122 Ratings

In-Person Training

Avaya OneCloud CCaaS

N/A
0 Ratings
9.1

Genesys Cloud CX

91%
2 Ratings

Online Training

Avaya OneCloud CCaaS

N/A
0 Ratings
8.6

Genesys Cloud CX

86%
5 Ratings

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings
8.0

Genesys Cloud CX

80%
23 Ratings

Configurability

Avaya OneCloud CCaaS

N/A
0 Ratings
7.7

Genesys Cloud CX

77%
4 Ratings

Contract Terms and Pricing Model

Avaya OneCloud CCaaS

N/A
0 Ratings
7.6

Genesys Cloud CX

76%
14 Ratings

Ease of integration

Avaya OneCloud CCaaS

N/A
0 Ratings
7.4

Genesys Cloud CX

74%
5 Ratings

Product Scalability

Avaya OneCloud CCaaS

N/A
0 Ratings
8.9

Genesys Cloud CX

89%
5 Ratings

Professional Services

Avaya OneCloud CCaaS

N/A
0 Ratings
7.6

Genesys Cloud CX

76%
10 Ratings

Vendor post-sale

Avaya OneCloud CCaaS

N/A
0 Ratings
8.8

Genesys Cloud CX

88%
6 Ratings

Vendor pre-sale

Avaya OneCloud CCaaS

N/A
0 Ratings
8.6

Genesys Cloud CX

86%
6 Ratings

Likelihood to Recommend

Avaya

CCaaS is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
Read full review

Genesys

Genesys Cloud CX is great for so many reasons! It's a power house for getting business done. The company I am at uses it daily... we are a call center that makes thousands of calls a day. Genesys Cloud CX not only dials those calls for us, but it also tracks every thing as well - which is easily able to be exported for reports. There are so many things you can track - over 50 different categories like talk time, hold time, conversion, etc... Genesys Cloud CX helps all our employees work remotely on the web based dialer, which has allowed us to hire all over the states! The Genesys Cloud CX team is continuously making updates to ensure that it's extremely user friendly! Overall it's a great product for our business.
Read full review

Pros

Avaya

  • 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.
Read full review

Genesys

  • Omnichannel contact center
  • Integration with other systems to knit together technology seamlessly
  • WFM and WEM suite is best in class and fully integrated to the product
  • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
Read full review

Cons

Avaya

  • 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.
Read full review

Genesys

  • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
  • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
  • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
Read full review

Pricing Details

Avaya OneCloud CCaaS

Starting Price

$48 per month

Editions & Modules

Avaya OneCloud CCaaS editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required

    Additional Details

    Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

    Pricing Info

    Genesys Cloud CX

    Starting Price

    $75 per month

    Editions & Modules

    Genesys Cloud CX editions and modules pricing
    EditionModules
    Genesys Cloud CX 1$75.001
    Genesys Cloud CX 2$110.002
    Genesys Cloud CX 3$140.003
    Genesys ChoiceContact sales team4

    Footnotes

    1. Per User Per Month
    2. Per User Per Month
    3. Per User Per Month
    4. Contact sales team

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing plans can also be billed hourly.

    Pricing Info

    Likelihood to Renew

    Avaya

    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.
    Read full review

    Genesys

    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
    Read full review

    Usability

    Avaya

    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.
    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

    No answers on this topic

    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

    No answers on this topic

    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

    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.
    Read full review

    Genesys

    There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
    Read full review

    In-Person Training

    Avaya

    No answers on this topic

    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

    No answers on this topic

    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.
    Read full review

    Implementation Rating

    Avaya

    No answers on this topic

    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

    Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
    Read full review

    Genesys

    Very similar platforms. Sometimes the other ones assume the companies already have a CRM where they will manage some stuff away from their platform. Although Genesys Cloud CX goes in that direction, it still has some useful old features. Genesys-PS were amazing and the knowledge transfer was great.
    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.
    Read full review

    Scalability

    Avaya

    No answers on this topic

    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

    • 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!
    Read full review

    Genesys

    • Efficiency has been vastly increased. The number of abandoned calls has been reduced upon switching to Genesys Cloud and customers are seeing this benefit as well as our agents.
    • Cost of our call center is expected to be reduced upon full transition to Genesys Cloud. As this is one of our highest costs of business from a technology perspective, we are very happy to have found something that meets our needs but also reduces cost.
    Read full review

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