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94 Ratings
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Top Rated
453 Ratings

Avaya OneCloud UCaaS

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94 Ratings
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Score 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

    Contact Center Software

    Avaya OneCloud UCaaS

    Feature Set Not Supported
    N/A
    9.0

    Genesys Cloud CX

    90%
    Genesys Cloud CX ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    9.2
    92%
    247 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    221 Ratings

    Outbound response

    N/A
    0 Ratings
    8.8
    88%
    202 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.1
    91%
    220 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    9.6
    96%
    175 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.1
    91%
    241 Ratings

    Predictive dialing

    N/A
    0 Ratings
    9.1
    91%
    148 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.4
    94%
    199 Ratings

    REST APIs

    N/A
    0 Ratings
    9.0
    90%
    169 Ratings

    Call scripts

    N/A
    0 Ratings
    9.2
    92%
    182 Ratings

    Call tracking

    N/A
    0 Ratings
    8.6
    86%
    238 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.4
    84%
    187 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.0
    90%
    183 Ratings

    Workforce Optimization (WFO)

    Avaya OneCloud UCaaS

    Feature Set Not Supported
    N/A
    8.7

    Genesys Cloud CX

    87%
    Genesys Cloud CX ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    9.2
    92%
    229 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.7
    87%
    177 Ratings

    Recording

    N/A
    0 Ratings
    9.5
    95%
    231 Ratings

    Quality management

    N/A
    0 Ratings
    8.8
    88%
    215 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    219 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.1
    81%
    230 Ratings

    Live reporting

    N/A
    0 Ratings
    8.7
    87%
    224 Ratings

    Customer surveys

    N/A
    0 Ratings
    7.9
    79%
    129 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    163 Ratings

    Attribute Ratings

    • Avaya OneCloud UCaaS is rated higher in 6 areas: Likelihood to Recommend, Availability, Performance, Support Rating, Contract Terms and Pricing Model, Professional Services
    • Avaya OneCloud UCaaS and Genesys Cloud CX are tied in 1 area: Usability

    Likelihood to Recommend

    9.7

    Avaya OneCloud UCaaS

    97%
    31 Ratings
    9.1

    Genesys Cloud CX

    91%
    265 Ratings

    Likelihood to Renew

    Avaya OneCloud UCaaS

    N/A
    0 Ratings
    8.7

    Genesys Cloud CX

    87%
    25 Ratings

    Usability

    9.3

    Avaya OneCloud UCaaS

    93%
    4 Ratings
    9.3

    Genesys Cloud CX

    93%
    61 Ratings

    Availability

    9.7

    Avaya OneCloud UCaaS

    97%
    3 Ratings
    8.9

    Genesys Cloud CX

    89%
    6 Ratings

    Performance

    9.5

    Avaya OneCloud UCaaS

    95%
    3 Ratings
    7.2

    Genesys Cloud CX

    72%
    6 Ratings

    Support Rating

    9.8

    Avaya OneCloud UCaaS

    98%
    29 Ratings
    8.5

    Genesys Cloud CX

    85%
    122 Ratings

    In-Person Training

    Avaya OneCloud UCaaS

    N/A
    0 Ratings
    9.1

    Genesys Cloud CX

    91%
    2 Ratings

    Online Training

    Avaya OneCloud UCaaS

    N/A
    0 Ratings
    8.6

    Genesys Cloud CX

    86%
    5 Ratings

    Implementation Rating

    Avaya OneCloud UCaaS

    N/A
    0 Ratings
    8.0

    Genesys Cloud CX

    80%
    23 Ratings

    Configurability

    Avaya OneCloud UCaaS

    N/A
    0 Ratings
    7.7

    Genesys Cloud CX

    77%
    4 Ratings

    Contract Terms and Pricing Model

    9.1

    Avaya OneCloud UCaaS

    91%
    3 Ratings
    7.6

    Genesys Cloud CX

    76%
    14 Ratings

    Ease of integration

    Avaya OneCloud UCaaS

    N/A
    0 Ratings
    7.4

    Genesys Cloud CX

    74%
    5 Ratings

    Product Scalability

    Avaya OneCloud UCaaS

    N/A
    0 Ratings
    8.9

    Genesys Cloud CX

    89%
    5 Ratings

    Professional Services

    9.6

    Avaya OneCloud UCaaS

    96%
    2 Ratings
    7.6

    Genesys Cloud CX

    76%
    10 Ratings

    Vendor post-sale

    Avaya OneCloud UCaaS

    N/A
    0 Ratings
    8.8

    Genesys Cloud CX

    88%
    6 Ratings

    Vendor pre-sale

    Avaya OneCloud UCaaS

    N/A
    0 Ratings
    8.6

    Genesys Cloud CX

    86%
    6 Ratings

    Likelihood to Recommend

    Avaya

    On Avaya OneCloud UCaaS I could participate in meetings in a few seconds by just entering the room URL and the password created by the administration. It is cross-platform; it can work on Windows, Linux, Mac, Android, and IOS and is accessed through the browser. It also allows you to enter the room using a conventional telephone by dialing a number. Guests do not need to register for Avaya OneCloud UCaaS and only need to enter their names. I don't see any access and configuration difficulties, and it can be used by anyone and any company.
    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

    • User-friendly GUI management interface with the possibility to create different rooms, notebooks, calendars, and chats.
    • The management interface for recordings is made in the rooms with the possibility of downloading them to the location.
    • Link and file sharing with other participants.
    • Chat with all participants and individual.
    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

    • 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.
    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 UCaaS

    Starting Price

    Editions & Modules

    Avaya OneCloud UCaaS 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

      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

      No answers on this topic

      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

      Avaya Spaces is easy to use and provides a friendly and intuitive interface to create and manage meeting rooms called Spaces. We created one for each IT area within our department. It's easy to add a password for privacy and invite other colleagues with an email invitation or direct link. During the meeting, the icons are intuitive to activate and deactivate the camera and microphone as well.
      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

      We have never had problems with Avaya Spaces instabilities or inoperability. I believe the Avaya server is Tier3 with 99.9% availability. The meeting rooms are always active and can be accessed from anywhere and from any device because it has an official app on Android and iOS. I do not recommend going through the browser in meeting rooms because the experience is not so positive.
      Read full review

      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

      The software is really great, the only problem being the integration with email platforms like Outlook. It is necessary to create a plugin to optimize the invitation experience. But I have nothing to complain about the rest. It's perfect, the experience during the meetings and the audio and image quality are differentiated and with excellent quality. Avaya Spaces works great on PC, web and apps and gives us a lot of mobility.
      Read full review

      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

      The support is good. Avaya is one of the largest companies in this area of ​​unified communications. Support can be activated by phone and email. Our team has already triggered a few times and from what they told me everything was normal and fast. The price is a little expensive but I believe it is worth buying together for more security.
      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

      I have experienced less technical problems with Avaya compared to other platforms. Avaya was easy to implement for all ages as it didn't require a lot to log into sessions for the younger grade students and the features are simple enough that my first graders can use Avaya without the help of their parents.
      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

      The pricing is fair. In this day in age, you tend to get what you pay for. Good products and services that are reliable and efficient come at a cost and this cost was fair
      Read full review

      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

      • 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.
      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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