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Avaya vs. Genesys: An In-Depth Comparability

Avaya and Genesys are two of the most well-liked contact middle platforms in the marketplace. 

Contact middle software program is built-in closely into varied enterprise processes and groups. It could be very painful to tear it out to switch it with a unique resolution, so it’s necessary to get it proper the primary time. 

We’ll examine these two options’ execs, cons, and pricing that can assist you make the appropriate selection. We’ll additionally pit them in opposition to Nextiva to see which UCaaS supplier comes out on prime. 

Avaya vs. Genesys: The Execs 

Let’s dive proper into the professionals and cons of each Avaya and Genesys. First, the professionals.

Execs of Avaya 

Avaya is widespread amongst customers for its flexibility, suite of integrations, and ease of use.

Avaya dashboardAvaya dashboard


Avaya is absolutely optimized for a distributed workforce. Not like conventional telephone methods, that are restricted to 1 location, Avaya workplace telephones can be utilized wherever so long as you have got the VoIP software and Web entry. This can be a core profit for hybrid groups coordinating communication throughout in-person and offsite workers. 

Group members can simply switch calls to totally different locations with out lengthy wait occasions or a detrimental affect on the caller’s expertise. Avaya is straightforward to arrange, too. You are able to do it your self or request deployment from the technical workforce.

Integrations and customization

Avaya additionally has sturdy integration capabilities. It integrates with on-premises voice PBX and third-party software program like Salesforce CRM, ServiceNow, and Microsoft Workplace 365. These integrations provide help to construct a extra sturdy contact middle. 

It additionally gives a number of customization choices to arrange your contact middle workflow in keeping with your group’s wants. For instance, you possibly can create customized dashboards to watch name middle information and actions in actual time.

Revolutionary options

Avaya presents superior capabilities for powering a contemporary contact middle to your group. These embrace AI noise cancellation, personalization options, and a dashboard for brokers with detailed details about the decision middle standing​​.

Let’s dig into its AI noise cancellation characteristic additional. It eliminates background noise for the caller and the agent throughout buyer interactions. Whether or not your brokers are taking calls at house or in a workstation, they’ll at all times ship crystal-clear communication.

Workforce engagement

You want to enhance workforce engagement to enhance your contact middle’s productiveness. Avaya presents a collection of options which are actually helpful on this regard.

For instance, its high quality administration system permits omnichannel buyer engagement by monitoring buyer interactions throughout a number of channels in a single platform. It additionally presents workforce administration options like gamification and textual content analytics to drive worker compliance and efficiency. 


Full-spectrum administration

Avaya is an all-in-one contact middle resolution that provides virtually every thing you have to ship omnichannel buyer experiences. It contains greater than 120 real-time and historic stories, seamless enterprise integration, and easy deployment​​.

Full spectrum administration in a contact middle improves effectivity, productiveness, buyer expertise, and monitoring/reporting. It permits brokers to rapidly determine recurring points, present personalised help, and monitor key metrics.

Execs of Genesys

Genesys is thought for its self-service help instruments, automation options, and ease of use.

Genesys contact center software screenshot.Genesys contact center software screenshot.

Self-service instruments

Greater than 80% of respondents within the 2022 Digital-First Client Report mentioned they need extra self-service choices from organizations.

Genesys gives interactive voice response for automated name routing, voicebots, and chatbots which provide help to present 24/7 buyer help throughout a number of channels​​.

Agent help instruments

Genesys empowers you with the required instruments for supporting your brokers and streamlining workflow to ship high-quality buyer conversations. 

For instance, its agent scoring characteristic allows you to price brokers primarily based on how nicely they deal with particular instances, which is necessary for skill-based name routing. It additionally helps multichannel ticket administration for coordinating buyer conversations throughout a number of touchpoints.

Types of Call Routing Options for Incoming CallsTypes of Call Routing Options for Incoming Calls

Ease of use and configuration

Genesys customers have praised its simply configurable views, streamlined agent activation/deactivation course of, and the simplicity of making dashboards​​.

Automated outbound campaigns

Genesys presents instruments for creating multichannel advertising and marketing campaigns, together with proactive and progressive notifications and superior record administration​​.

Progressive notifications ship automated alerts to brokers when a marketing campaign goes reside. Then, they’ll be part of the marketing campaign, settle for calls, and look at name particulars concurrently. They’ll additionally reject a name and move it on to the following accessible agent. 

Seamless migration and value

Genesys is famous for its seamless migration from different platforms and total ease of use​​. Prospects acknowledge how straightforward it’s to combine the platform into current enterprise workflows with out investing in excessive migration prices.

Avaya vs. Genesys: The Cons

Regardless of their top-notch capabilities, Avaya and Genesys have a number of shortcomings that affect person expertise negatively. 

Cons of Avaya

The commonest complaints with Avaya are frequent delays and downtime. 

Latency points

It’s frequent to expertise app delays as a result of excessive latency. This is usually a large setback for a digital name middle the place each second counts. 

Think about you’re attempting to switch a buyer’s name to a different agent, however you possibly can’t accomplish that as a result of the app isn’t responding. This causes lengthy name wait occasions, which negatively impacts the general buyer expertise.

Service interference

Occasional downtime and repair points can intrude with name high quality and connection. For instance, one person complained that Avaya’s system generally experiences errors that abruptly disconnect calls:

Excessive working prices

Avaya’s revealed pricing is questionable at finest since you nonetheless want to speak to gross sales to get a practical determine on the price of its contact middle.

Its pricing web page states: “Pricing proven relies on 200-399 named customers over a three-year time period.” These steep necessities are laborious for many small companies to entertain. 

Cons of Genesys

The largest cons of Genesys are the complicated interface and the shortage of superior reporting. 

Complexity for some customers

Whereas Genesys Cloud CX is praised for its options, some customers discover it complicated​​. For instance, this person mentioned that one wants knowledgeable information to deploy and use this platform. And this buyer felt annoyed by the shortage of superior options and the unnecessarily complicated deployment course of:

Administration and reporting

G2 person opinions recommend that Genesys clients are dissatisfied with the platform’s reporting and dashboard capabilities. Reviews have few customization choices, and sure metrics are unaccounted for, reminiscent of longest wait time. 

Many customers have needed to construct out unsupported features by themselves utilizing the Genesys API. Creating these walkarounds could be easy for tech-savvy groups, however it prices numerous time and monetary assets for non-technical groups, who probably want to rent exterior developer help to attain this. 

Occasional points with calls

Some Genesys customers additionally wrestle with poor name connectivity and common efficiency points. 

Generally, the platform will get very gradual, particularly when there may be an replace. In excessive instances, it will get caught or pauses for a couple of minutes. That is fairly irritating when it occurs throughout a name, as this particular person skilled: 

Evaluating Avaya and Genesys vs. Nextiva 

Given each instruments’ shortcomings, it’s no shock that companies search for options. 

Listed here are a couple of areas the place Nextiva’s contact middle options outshine Genesys and Avaya.

Nextiva contact center solutionNextiva contact center solution

1. Ease of use and implementation

Nextiva has a formidable 4.6 out of 5 ease of deployment person score on Gartner Peer Insights:

One thing that stands out for our clients is how straightforward Nextiva is to arrange. You’ll be able to implement it your self in minutes, even should you’re not a tech whiz. We offer detailed implementation tips, plus our workforce is at all times on deck to reply your questions and stroll you thru the method. 

The person expertise is nice, too. Not like Genesys, the place customization will get in the best way of usability, Nextiva’s interface is clear and arranged, making it straightforward to seek out the options and instruments you want. Hear from our customers:

2. Pricing transparency and worth

There’s no hide-and-seek for Nextiva’s pricing plans. You don’t need to “speak to gross sales” to know the way a lot every plan prices or examine their options. You’ll discover all this data on our web site that can assist you make an knowledgeable determination rapidly. 

In comparison with Avaya and Genesys, Nextiva’s plans are extra versatile. Take Genesys, for instance. It fees a usage-based charge that rapidly racks up for companies with variable name volumes. That is on prime of great upfront prices for implementation. 

Nextiva, then again, solely fees a month-to-month subscription charge. It’s also possible to go for a contract time period to save lots of extra on plans. 

3. Buyer help and reliability

Dependable service and buyer help are two of a very powerful issues to contemplate when selecting a contact middle resolution — and Nextiva checks each bins. 

With 99.999% uptime and steady community monitoring, a Nextiva-powered contact middle experiences nearly no service disruptions. That may’t be mentioned for Avaya, whose customers expertise frequent service and name high quality disruptions

Nextiva additionally gives dependable buyer help throughout all plans and a number of channels. Our help workforce is on the market through electronic mail, in-app chat, and telephone calls. It’s also possible to troubleshoot points utilizing data from our in depth information base. Right here’s how one buyer describes their expertise with our help workforce: 

Nextiva Review on G2Nextiva Review on G2

Avaya and Genesys supply sturdy help, however it’s not as consultative and white glove as Nextiva’s.

You Get All of it With Nextiva

Avaya and Genesys are strong contact middle options. However should you’re in search of a good UCaaS + CCaaS service supplier with clear pricing and dependable buyer help, Nextiva is your best option

Nextiva’s unified communications options supply a number of integrations with superior CRM, like Salesforce and Hubspot, a cell software that retains your workforce related on the go, and voice and video name recording. 

Able to streamline your contact middle communication?

Attempt Nextiva’s all-in-one communication platform at no cost.

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