Genesys Cloud CX vs Avaya UCaaS

RATING:

4.4

(228)

Genesys Cloud CX has 228 reviews and a rating of 4.38 / 5 stars vs Avaya UCaaS which has 83 reviews and a rating of 4.45 / 5 stars. Compare the similarities and differences between software options with real user reviews focused on features, ease of use, customer service, and value for money.

Overall Rating
4.4 (228)
4.5 (83)
Ease-of-Use
4.5 / 5
4.5 / 5
Value for Money
4 / 5
4 / 5
Customer Support
4 / 5
4 / 5
Functionality
4.5 / 5
4.5 / 5
Last Review Written
April 17, 2024
June 7, 2024
Pros/Cons
  • Pros

  • The user interface is instinctive and so user friendly.
  • MOS scores for every call built in (intelligent analysis tool). Concurrent model allows to scale at lower additional costs compared to named model.
  • Cons

  • There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail.
  • I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.
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  • Pros

  • I like the ability to see what the caller is going to enquire about before the call is taken. Tracking of time is customizable.
  • We like the capability of using it on multiple stations , the reports and the fact that it is easy to use and reliable.
  • Cons

  • You have the option to press mute but the line will disconnect if you forget and put the headset back into the retriever.
  • Since its implementation we had several problems, because the company commercial sells a product that can not deliver.
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Pricing Range
$
$
$
$
$
$
$
$
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Product Demo
Product Screenshot
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FrontRunners

The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.

FrontRunners

2024

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Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos