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

Genesys Multicloud CX

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Top Rated
343 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%
8.7

Genesys Multicloud CX

87%
Avaya OneCloud CCaaS ranks higher in 8/13 features

Agent dashboard

9.2
92%
26 Ratings
8.9
89%
108 Ratings

Validate callers

9.2
92%
25 Ratings
9.2
92%
95 Ratings

Outbound response

9.0
90%
24 Ratings
9.4
94%
99 Ratings

Call forwarding

9.3
93%
26 Ratings
9.8
98%
88 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
9.8
98%
82 Ratings

Warm transfer

8.9
89%
26 Ratings
9.2
92%
104 Ratings

Predictive dialing

8.5
85%
21 Ratings
9.2
92%
82 Ratings

Interactive voice response

8.8
88%
21 Ratings
8.0
80%
106 Ratings

REST APIs

9.1
91%
20 Ratings
8.6
86%
99 Ratings

Call scripts

9.3
93%
22 Ratings
7.5
75%
75 Ratings

Call tracking

9.3
93%
25 Ratings
8.7
87%
102 Ratings

Multichannel integration

8.9
89%
25 Ratings
7.5
75%
105 Ratings

CRM software integration

9.2
92%
23 Ratings
7.2
72%
99 Ratings

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
8.7

Genesys Multicloud CX

87%
Avaya OneCloud CCaaS ranks higher in 5/9 features

Inbound call routing

9.4
94%
28 Ratings
8.9
89%
101 Ratings

Omnichannel inbound routing

9.2
92%
26 Ratings
9.0
90%
92 Ratings

Recording

8.8
88%
26 Ratings
8.9
89%
80 Ratings

Quality management

8.9
89%
26 Ratings
9.7
97%
80 Ratings

Call analytics

8.9
89%
26 Ratings
9.2
92%
88 Ratings

Historical reporting

8.7
87%
26 Ratings
8.9
89%
103 Ratings

Live reporting

9.1
91%
26 Ratings
8.0
80%
100 Ratings

Customer surveys

9.0
90%
23 Ratings
7.0
70%
65 Ratings

Customer interaction analytics

8.9
89%
23 Ratings
8.8
88%
73 Ratings

Attribute Ratings

  • Avaya OneCloud CCaaS is rated higher in 3 areas: Usability, Performance, Implementation Rating
  • Genesys Multicloud CX is rated higher in 3 areas: Likelihood to Recommend, Availability, Support Rating
  • Avaya OneCloud CCaaS and Genesys Multicloud CX are tied in 1 area: Likelihood to Renew

Likelihood to Recommend

8.5

Avaya OneCloud CCaaS

85%
45 Ratings
9.3

Genesys Multicloud CX

93%
146 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings
8.0

Genesys Multicloud CX

80%
26 Ratings

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings
7.2

Genesys Multicloud CX

72%
18 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings
8.0

Genesys Multicloud CX

80%
8 Ratings

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings
7.1

Genesys Multicloud CX

71%
8 Ratings

Support Rating

6.2

Avaya OneCloud CCaaS

62%
6 Ratings
8.9

Genesys Multicloud CX

89%
33 Ratings

In-Person Training

Avaya OneCloud CCaaS

N/A
0 Ratings
8.1

Genesys Multicloud CX

81%
3 Ratings

Online Training

Avaya OneCloud CCaaS

N/A
0 Ratings
7.3

Genesys Multicloud CX

73%
2 Ratings

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings
5.0

Genesys Multicloud CX

50%
27 Ratings

Configurability

Avaya OneCloud CCaaS

N/A
0 Ratings
6.5

Genesys Multicloud CX

65%
3 Ratings

Ease of integration

Avaya OneCloud CCaaS

N/A
0 Ratings
6.4

Genesys Multicloud CX

64%
2 Ratings

Product Scalability

Avaya OneCloud CCaaS

N/A
0 Ratings
7.3

Genesys Multicloud CX

73%
4 Ratings

Vendor post-sale

Avaya OneCloud CCaaS

N/A
0 Ratings
7.3

Genesys Multicloud CX

73%
2 Ratings

Vendor pre-sale

Avaya OneCloud CCaaS

N/A
0 Ratings
7.3

Genesys Multicloud CX

73%
2 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

Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
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

  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
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

  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
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 Multicloud CX

    Starting Price

    Editions & Modules

    Genesys Multicloud CX editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Visit Website

      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

      Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
      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

      Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
      Read full review

      Reliability and Availability

      Avaya

      No answers on this topic

      Genesys

      There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
      Read full review

      Performance

      Avaya

      No answers on this topic

      Genesys

      Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
      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's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
      Read full review

      In-Person Training

      Avaya

      No answers on this topic

      Genesys

      Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
      Read full review

      Online Training

      Avaya

      No answers on this topic

      Genesys

      Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
      Read full review

      Implementation Rating

      Avaya

      No answers on this topic

      Genesys

      It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
      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

      For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
      Read full review

      Scalability

      Avaya

      No answers on this topic

      Genesys

      The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
      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

      • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
      • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
      Read full review

      Screenshots

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