What users are saying about
11 Ratings
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Top Rated
360 Ratings
11 Ratings
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Score 8.7 out of 100

Genesys Cloud

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Top Rated
360 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Likelihood to Recommend

Avaza

We are a pretty unique business because we deal with bookkeeping, marketing, and HR and across all 3 departments, we have been able to successfully use the tool. Other software we have tried usually caters to one industry at a time.
Veronica M Duckett | 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

Project Management

Avaza
8.8
Genesys Cloud
Task Management
Avaza
10.0
Genesys Cloud
Resource Management
Avaza
8.2
Genesys Cloud
Gantt Charts
Avaza
8.0
Genesys Cloud
Scheduling
Avaza
9.5
Genesys Cloud
Team Collaboration
Avaza
8.0
Genesys Cloud
Email integration
Avaza
9.9
Genesys Cloud
Mobile Access
Avaza
6.1
Genesys Cloud
Timesheet Tracking
Avaza
10.0
Genesys Cloud
Budget and Expense Management
Avaza
9.9
Genesys Cloud

Professional Services Automation

Avaza
8.8
Genesys Cloud
Quotes/estimates
Avaza
8.8
Genesys Cloud
Invoicing
Avaza
8.9
Genesys Cloud
Project & financial reporting
Avaza
8.9
Genesys Cloud

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

Avaza

  • Avaza is great for project management. I use it to organize client roadmaps by task and deadline. You can also easily time yourself for specific tasks.
Anonymous | 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

Avaza

  • More introduction to the features provided
  • More detail on how to work with the day/week functions for time logging
Anonymous | 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

Avaza

Avaza 10.0
Based on 1 answer
Because it has been amazing and easy to work with.
Veronica M Duckett | TrustRadius Reviewer

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

Avaza

Avaza 9.0
Based on 1 answer
Avaza is very easy to use, but the mobile app needs work.
Anonymous | 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

Avaza

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

Avaza

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

Avaza

Avaza 10.0
Based on 2 answers
They are always available and open to doing a call or a shared screen to walk through the issues.
Veronica M Duckett | 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

Avaza

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

Avaza

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

Avaza

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

Avaza

Avaza's time tracking capabilities are much more detailed than Upwork's. Upwork focuses on simplicity, using a simple on/off button and a spot for taking notes about each project, but Avaza gives you more to work with, allowing you to add detailed notes and specify tasks.
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

Avaza

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

Avaza

  • Avaza helps keep us organized, and helps us provide accurate estimates for existing and prospective clients.
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

Avaza

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Avaza Editions & Modules

Edition
Free Plan$01
Startup Plan$9.952
Basic Plan$19.953
Business Plan$39.954
  1. Unlimited Project Collaborators, 1 Admin, 1 Timesheet/ Expense User, 1 Resource Scheduling User
  2. Unlimited Project Collaborators, 1 Admin, 2 Timesheet/ Expense Users, 1 Resource Scheduling User
  3. Unlimited Project Collaborators, 2 Admins, 5 Timesheet/ Expense Users, 1 Resource Scheduling User
  4. Unlimited Project Collaborators, 5 Admins, 5 Timesheet/ Expense Users, 1 Resource Scheduling User
Additional Pricing Details
Basic Integrations are available (via Zapier) for free, whereas Advanced Integrations with Quickbooks Online and Xero are available as an add-on (at $20 USD per month per integration) on paid plans.

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

Avaza
9.0
Genesys Cloud
7.7

Likelihood to Renew

Avaza
10.0
Genesys Cloud
8.2

Usability

Avaza
9.0
Genesys Cloud
8.1

Reliability and Availability

Avaza
Genesys Cloud
8.7

Performance

Avaza
Genesys Cloud
7.6

Support Rating

Avaza
10.0
Genesys Cloud
6.6

In-Person Training

Avaza
Genesys Cloud
8.2

Online Training

Avaza
Genesys Cloud
7.3

Implementation Rating

Avaza
Genesys Cloud
8.0

Scalability

Avaza
Genesys Cloud
8.7

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