What users are saying about
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Top Rated
73 Ratings
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Top Rated
360 Ratings

Avaya OneCloud UCaaS

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Top Rated
73 Ratings
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Score 7.8 out of 100

Genesys Cloud

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Top Rated
360 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Avaya OneCloud UCaaS

I recommend Avaya Spaces for all companies. Meetings today can be virtual rather than face-to-face. The reduction in expenses with travel and airline tickets is very large. It is necessary to update and use what technology has to offer us. Avaya is all in the cloud, has simple management and easy to add and invite new users.
Bruno Carvalho | TrustRadius Reviewer

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 UCaaS
Genesys Cloud
8.2
Agent dashboard
Avaya OneCloud UCaaS
Genesys Cloud
8.4
Validate callers
Avaya OneCloud UCaaS
Genesys Cloud
7.7
Outbound response
Avaya OneCloud UCaaS
Genesys Cloud
8.0
Call forwarding
Avaya OneCloud UCaaS
Genesys Cloud
8.4
Click-to-call (CTC)
Avaya OneCloud UCaaS
Genesys Cloud
9.0
Warm transfer
Avaya OneCloud UCaaS
Genesys Cloud
8.8
Predictive dialing
Avaya OneCloud UCaaS
Genesys Cloud
6.8
Interactive voice response
Avaya OneCloud UCaaS
Genesys Cloud
8.5
REST APIs
Avaya OneCloud UCaaS
Genesys Cloud
8.5
Call scripts
Avaya OneCloud UCaaS
Genesys Cloud
8.5
Call tracking
Avaya OneCloud UCaaS
Genesys Cloud
8.7
Multichannel integration
Avaya OneCloud UCaaS
Genesys Cloud
8.2
CRM software integration
Avaya OneCloud UCaaS
Genesys Cloud
7.6

Workforce Optimization (WFO)

Avaya OneCloud UCaaS
Genesys Cloud
8.1
Inbound call routing
Avaya OneCloud UCaaS
Genesys Cloud
8.6
Omnichannel inbound routing
Avaya OneCloud UCaaS
Genesys Cloud
8.5
Recording
Avaya OneCloud UCaaS
Genesys Cloud
8.6
Quality management
Avaya OneCloud UCaaS
Genesys Cloud
8.2
Call analytics
Avaya OneCloud UCaaS
Genesys Cloud
8.5
Historical reporting
Avaya OneCloud UCaaS
Genesys Cloud
8.1
Live reporting
Avaya OneCloud UCaaS
Genesys Cloud
8.2
Customer surveys
Avaya OneCloud UCaaS
Genesys Cloud
6.8
Customer interaction analytics
Avaya OneCloud UCaaS
Genesys Cloud
7.6

Pros

Avaya OneCloud UCaaS

  • Assembly rooms for recurring meetings
  • Task tracking by room and by individual
  • Articulation with Calendar to schedule meeting rooms
  • Historically saved documents
  • Chat between connected users
  • Access to the platform without the need to install programs
  • Immediate and highly effective technical advice
Diana Gervasio | TrustRadius Reviewer

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 UCaaS

  • I would like to see more of their in office communications systems. Right now they seem outpaced by competitors even though their core services are superior.
  • The interface could be updated a little. There is a lot of interaction that the operator needs to go through that could be automated.
Alfred Brock | TrustRadius Reviewer

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 UCaaS

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 15 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 UCaaS

Avaya OneCloud UCaaS 7.3
Based on 1 answer
There are few times that we have not been able to take advantage of the tool, but those moments are related to the bandwidth of each person in [their] home. Those who have low signal cannot access meetings on the platform smoothly.
Diana Gervasio | TrustRadius Reviewer

Genesys Cloud

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 UCaaS

No score
No answers yet
No answers on this topic

Genesys Cloud

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 UCaaS

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.6
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 UCaaS

Avaya OneCloud UCaaS 8.6
Based on 23 answers
I have nothing negative to comment on Avaya support. I have known the manufacturer for many years and have always been a reference in the communication market. The telephone service is very good and works in our local language. The waiting time is also great and the problems are solved.
Gabriel Silva | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.6
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 UCaaS

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 OneCloud UCaaS

No score
No answers yet
No answers on this topic

Genesys Cloud

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 UCaaS

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.0
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 UCaaS

The product pricing sits in the mid-high position compared to its competitor. It provides the most features when compared to the competitors. It has excellent support which can only be matched by the more pricey competitors, however, the lack of 24x7 support can be a challenge especially when your support comes from a country with a different time zone.
Anonymous | TrustRadius Reviewer

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 UCaaS

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
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 UCaaS

  • Single number reach has helped our operations team to be connected anytime required.
  • Management team is with Mobile client where decision making is quick and no calls are lost as mobile is available all the time.
  • Voice Quality is extremely good and helps in getting many ppl in conference with ease.
  • Voicemail system is used to leave important message when not available and Call Back feature is extremely great.
Anonymous | TrustRadius Reviewer

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 UCaaS

General

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

Avaya OneCloud UCaaS Editions & Modules

Additional Pricing Details

Genesys Cloud

General

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

Genesys Cloud Editions & Modules

Edition
Starting Price$900.001
Maximum Price$1,680.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Avaya OneCloud UCaaS
8.6
Genesys Cloud
7.7

Likelihood to Renew

Avaya OneCloud UCaaS
Genesys Cloud
8.2

Usability

Avaya OneCloud UCaaS
7.3
Genesys Cloud
8.1

Reliability and Availability

Avaya OneCloud UCaaS
Genesys Cloud
8.7

Performance

Avaya OneCloud UCaaS
Genesys Cloud
7.6

Support Rating

Avaya OneCloud UCaaS
8.6
Genesys Cloud
6.6

In-Person Training

Avaya OneCloud UCaaS
Genesys Cloud
8.2

Online Training

Avaya OneCloud UCaaS
Genesys Cloud
7.3

Implementation Rating

Avaya OneCloud UCaaS
Genesys Cloud
8.0

Scalability

Avaya OneCloud UCaaS
Genesys Cloud
8.7

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