What users are saying about
Avaya OneCloud CCaaS
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Top Rated
152 Ratings
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Based on 152 reviews and ratings
211 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 211 reviews and ratings
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%

7.4
Genesys PureConnect
74%
Avaya OneCloud CCaaS ranks higher in 13/13 features
Avaya OneCloud CCaaS ranks higher in 13/13 features
Agent dashboard
9.1
91%
25 Ratings

6.5
65%
52 Ratings
Validate callers
9.2
92%
24 Ratings

7.5
75%
46 Ratings
Outbound response
9.0
90%
24 Ratings

7.0
70%
39 Ratings
Call forwarding
9.3
93%
26 Ratings

7.9
79%
53 Ratings
Click-to-call (CTC)
8.8
88%
21 Ratings

6.3
63%
42 Ratings
Warm transfer
8.9
89%
25 Ratings

8.4
84%
54 Ratings
Predictive dialing
8.4
84%
21 Ratings

7.1
71%
35 Ratings
Interactive voice response
8.8
88%
21 Ratings

7.3
73%
42 Ratings
REST APIs
9.0
90%
20 Ratings

8.1
81%
35 Ratings
Call scripts
9.2
92%
22 Ratings

7.3
73%
37 Ratings
Call tracking
9.3
93%
25 Ratings

7.8
78%
52 Ratings
Multichannel integration
8.9
89%
24 Ratings

7.3
73%
42 Ratings
CRM software integration
9.2
92%
23 Ratings

7.5
75%
36 Ratings
Workforce Optimization (WFO)
9.0
Avaya OneCloud CCaaS
90%

7.6
Genesys PureConnect
76%
Avaya OneCloud CCaaS ranks higher in 9/9 features
Avaya OneCloud CCaaS ranks higher in 9/9 features
Inbound call routing
9.3
93%
27 Ratings

8.2
82%
49 Ratings
Omnichannel inbound routing
9.1
91%
25 Ratings

8.0
80%
37 Ratings
Recording
8.7
87%
25 Ratings

8.5
85%
50 Ratings
Quality management
8.9
89%
25 Ratings

7.5
75%
44 Ratings
Call analytics
8.9
89%
25 Ratings

7.5
75%
41 Ratings
Historical reporting
8.7
87%
25 Ratings

7.2
72%
50 Ratings
Live reporting
9.1
91%
25 Ratings

8.2
82%
46 Ratings
Customer surveys
9.0
90%
23 Ratings

6.8
68%
34 Ratings
Customer interaction analytics
8.9
89%
23 Ratings

6.4
64%
29 Ratings
Attribute Ratings
- Avaya OneCloud CCaaS is rated higher in 3 areas: Likelihood to Recommend, Performance, Implementation Rating
- Genesys PureConnect is rated higher in 4 areas: Likelihood to Renew, Usability, Availability, Support Rating
Likelihood to Recommend
8.4
Avaya OneCloud CCaaS
84%
44 Ratings

7.7
Genesys PureConnect
77%
113 Ratings
Likelihood to Renew
8.0
Avaya OneCloud CCaaS
80%
13 Ratings

8.6
Genesys PureConnect
86%
12 Ratings
Usability
8.0
Avaya OneCloud CCaaS
80%
6 Ratings

8.7
Genesys PureConnect
87%
9 Ratings
Availability
7.0
Avaya OneCloud CCaaS
70%
2 Ratings

9.1
Genesys PureConnect
91%
6 Ratings
Performance
10.0
Avaya OneCloud CCaaS
100%
2 Ratings

8.8
Genesys PureConnect
88%
6 Ratings
Support Rating
6.4
Avaya OneCloud CCaaS
64%
6 Ratings

7.8
Genesys PureConnect
78%
16 Ratings
In-Person Training
Avaya OneCloud CCaaS
N/A
0 Ratings

8.2
Genesys PureConnect
82%
4 Ratings
Online Training
Avaya OneCloud CCaaS
N/A
0 Ratings

8.3
Genesys PureConnect
83%
3 Ratings
Implementation Rating
9.1
Avaya OneCloud CCaaS
91%
6 Ratings

6.1
Genesys PureConnect
61%
21 Ratings
Product Scalability
Avaya OneCloud CCaaS
N/A
0 Ratings

8.2
Genesys PureConnect
82%
3 Ratings
Likelihood to Recommend
Avaya OneCloud CCaaS
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
Business Development Executive | United States Enterprise Sales.
ZycusComputer Software, 501-1000 employees
Genesys PureConnect
CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
Telecom / Network Systems Manager
Certified Languages InternationalTranslation and Localization, 51-200 employees
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.
Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees
Genesys PureConnect
- Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
- One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
- Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
IT Manager
Gulf Contact CentersOutsourcing/Offshoring, 51-200 employees
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.
Communications Specialist
Yazaki North & Central AmericaAutomotive, 10,001+ employees
Genesys PureConnect
- Licensing can be challenging and very expensive.
- Client templates are hard to administer and are built very different than the rest of the functionality.
- Web desktop has been slow to come along and include all the features.
- Optimizer is very sub-par product.

Verified User
Manager in Information Technology
Financial Services Company, 51-200 employeesPricing Details
Avaya OneCloud CCaaS
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
Required
Starting Price
$48 per month
Genesys PureConnect
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Genesys PureConnect
Genesys PureConnect 8.6
Based on 12 answers
We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
One of the biggest advantages is that all is in one platform.

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employeesUsability
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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Genesys PureConnect
Genesys PureConnect 8.7
Based on 9 answers
Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources

Verified User
Administrator in Information Technology
Retail Company, 10,001+ employeesReliability and Availability
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 7.0
Based on 2 answers
No answer on this topic is available.
Genesys PureConnect
Genesys PureConnect 9.1
Based on 6 answers
The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesPerformance
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 10.0
Based on 2 answers
No answer on this topic is available.
Genesys PureConnect
Genesys PureConnect 8.8
Based on 6 answers
Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect).As far as IVR operations, web service calls, database operations: they all operate reasonably.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesSupport Rating
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 6.4
Based on 6 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.
project manager
9mobileTelecommunications, 1001-5000 employees
Genesys PureConnect
Genesys PureConnect 7.8
Based on 16 answers
Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
Telecom Services Manager
Capquest Group LtdFinancial Services, 201-500 employees
In-Person Training
Avaya OneCloud CCaaS
No score
No answers yet
No answers on this topic
Genesys PureConnect
Genesys PureConnect 8.2
Based on 4 answers
I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.

Verified User
Technician in Information Technology
Financial Services Company, 1001-5000 employeesOnline Training
Avaya OneCloud CCaaS
No score
No answers yet
No answers on this topic
Genesys PureConnect
Genesys PureConnect 8.3
Based on 3 answers
The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesImplementation Rating
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.
Genesys PureConnect
Genesys PureConnect 6.1
Based on 21 answers
Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
Solutions Architect
Arval United KingdomBanking, 5001-10,000 employees
Alternatives Considered
Avaya OneCloud CCaaS
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.
Sr. Telco Technician
TektivityInformation Technology and Services, 11-50 employees
Genesys PureConnect
Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
Network Engineer VOIP Level 3
Sutter HealthHospital & Health Care, 10,001+ employees
Scalability
Avaya OneCloud CCaaS
No score
No answers yet
No answers on this topic
Genesys PureConnect
Genesys PureConnect 8.2
Based on 3 answers
Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.

Verified User
Technician in Information Technology
Telecommunications Company, 5001-10,000 employeesReturn on Investment
Avaya OneCloud CCaaS
- Once purchased and running, you don't need to worry about it for years.
- Support price is following the other companies. Price is good.
- When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.

Verified User
Administrator in Information Technology
Consumer Services Company, 5001-10,000 employeesGenesys PureConnect
- We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
- We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
- Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
Senior Telecommunications Engineer
Ultimate Medical AcademyEducation Management, 1001-5000 employees