Avaya IP Office is a communications solution for small and medium-size businesses. It is available in the cloud, on premise or hybrid deployments are all supported with IP Office along with the ability to migrate from one to the other. The included Avaya Equinox experience provides a single app for voice, video, messaging, conferencing and calendar and keeps employees productive on any device, from any location.
$82
per user/per month
Genesys Multicloud CX (discontinued)
Score 7.5 out of 10
N/A
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.
ININ is an all-in-one solution, however, Genesys has a modular structure. Therefore, it has a good opportunity on the technical side, such as maintenance and upgrade/downgrade. You don't need to do maintenance on all solutions, it's just the related module that needs to be …
Using a cloud environment replaces aging and antiquated technology. Relying less on infrastructure has allowed for more time to develop new solutions on the Genesys platform.
Genesys Engage combines the flexibility to be able to integrate and create every customer journey a customer wants together with the possibility to create your own configuration interface to manage the most common day to day options for let's say a supervisor.
The way I see Genesys is much more intuitive and configurable than the rest of CTI applications. It is very dynamic at the time of setting up and very entertaining at the same time as fun for a technician.
I personally like the "pod-based" deployment tool used in Avaya Aura and the packaged concept of CISCO CCE. This shortens the deployment time for the base platform, uses standard tested configuration for a specific load, and allows additional/ optional components to be plugged …
Genesys Engage provides a variety of options and capabilities, with high availability and easy application upgrades as compared to other providers in the industry. While we experienced some challenges during
development and at launch, Genesys Engage is now a product that meets …
Genesys Engage is way ahead than Avaya Aura contact center as it is a purely software-based contact center solution. Genesys Engage is highly flexible and scalable to any extent based on the client's demand. It provides a best in class routing and reporting engine. Genesys …
Genesys Engage's capabilities like high availability and application upgrades are much simpler as compared to other providers in the industry. The Genesys Engage platform provides the capability to use user-defined KVPs that can be used in complex routing techniques and call …
Genesys is the only software of its kind that I have worked with so extensively. I used Avaya only as an end user and cannot evaluate its effectiveness on the reporting end.
Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably …
The major advantage of using Genesys over any other product is its capability of complex call routing and its enormous number of integration possibilities with the help of Genesys provided APIs. The omnichannel offering from Genesys is the best in the industry. I would also …
Senior Advisor - Solutions Development - CCC / Conseiller Principal - Développement Solutions CCC
Chose Genesys Multicloud CX (discontinued)
The flexibility of Genesys Engage was a prevalent point in the Genesys solution choice vs other vendor like Avaya. The expertise and customer service of the Genesys team teamed with interconnector was another prevalent point.
We chose Genesys Engage because the tool has an easy administration and provide an unified view of our operations. With Genesys Engage we are able to orchestrate our differents channels in a very simple way delivering the interaction to right agent.
Genesys products are more flexible for customization. On the other hand this capability is weak since customization has to be well documented and distributed.
Genesys has more functionalities that can be applied in our organization. The possibilities it offers are immense. Routing strategies and subroutines can be very complex. Genesys Engage offer a lot of functionalities.
Systems like Avaya, Cisco, and Aspect are geared towards their hardware. When I was looking at those solutions, I like how the hardware and software integration worked, but I didn't like how we'd be locked to a single hardware plus software vendor. The other vendors bring a lot …