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Avaya Call Center Elite vs. Genesys Cloud CX

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Avaya Call Center Elite

51 Reviews and Ratings

Genesys Cloud CX

757 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Avaya Call Center Elite

    Score7.6 out of 10
    		N/AAvaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner, enabling agents to more effectively respond to their needs.N/A

    Genesys Cloud CX

    Score7.9 out of 10
    		N/AGenesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

    $75

    per month (billed annually) per user

    Pricing
    Avaya Call Center EliteGenesys Cloud CX
    Editions & Modules
    No answers on this topic
    Genesys Cloud CX 1 - Voice
    $75
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital
    $95
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital + Voice
    $115
    per month (billed annually) per user
    Genesys Cloud CX 3 - Digital + WEM
    $135
    per month (billed annually) per user
    Genesys Cloud CX 3 Digital + WEM + Voice
    $155
    per month (billed annually) per user
    Offerings
    Pricing Offerings
    Avaya Call Center EliteGenesys Cloud CX
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details—Pricing plans can also be billed hourly.
    More Pricing Information
    Community Pulse
    Avaya Call Center EliteGenesys Cloud CX
    Considered Both Products
    Avaya
    Sarthak Chandra
    Transformation Manager in Customer Service at AGL Energy (Utilities, 5001-10,000 employees)
    Chose Avaya Call Center Elite
    When it comes to the core, the products in the market are similar. What is different is the bells and whistles and backend plumbing. One of the key criteria that we chose Elite was that we were using Avaya in the past, and system stability was excellent, plus the user …
    Incentivized
    Genesys
    Henrique de Jesus Pedroso
    Coordenador de Sistemas in Information Technology at Movida Locação de Carros (Automotive, 1001-5000 employees)
    Chose Genesys Cloud CX
    Genesys Cloud CX was chosen because we were previously partners with Genesys.
    Incentivized
    Kevin Cnare
    Director Enterprises Technology in Information Technology at Cox Automotive (Information Technology & Services, 10,001+ employees)
    Chose Genesys Cloud CX
    When we started this journey, we had nine Different contact Center applications in our business. We selected Genesys Cloud CX as a replacement for all of those.
    Incentivized
    Raul Valadez
    Customer Care Center Subdirector in Customer Service at hdi seguros (Insurance, 1001-5000 employees)
    Chose Genesys Cloud CX
    Good partner in Mexico and best ROI defined in the BC, good history of implementation with peers in Mexico.
    Incentivized
    Sam Adams
    Director in Customer Service at Cox Automotive (Automotive, 5001-10,000 employees)
    Chose Genesys Cloud CX
    This has been stronger; I have loved how they listen to user feedback and react.
    Incentivized
    Barry Griswold
    Service Engineering Manager, Technical Care in Engineering at STERIS Corporation (Hospital & Health Care, 5001-10,000 employees)
    Chose Genesys Cloud CX
    It's not even a fair comparison. Avaya doesn't even come close to the functionality, live data, and usability of Genesys Cloud CX.
    Incentivized
    Amy Cowan
    Sr Manager Tech Enablement in Information Technology at Atb (Financial Services, 5001-10,000 employees)
    Chose Genesys Cloud CX
    So far my favorite!
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    For most of our latest projects, we used this technology.
    It includes all the needed modules, and there is no need to add to the solution 3-rd party products (like a recording system, Database, CRM integration and so on). Everything is included in the one package.
    It's very …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Avaya Call Center EliteGenesys Cloud CX
    Contact Center Software
    Comparison of Contact Center Software features of Avaya Call Center Elite and Genesys Cloud CX
    Feature
    Avaya Call Center Elite
    7.3
    24 Ratings
    Genesys Cloud CX
    8.7
    412 Ratings
    Agent dashboard7.314 Ratings8.6394 Ratings
    Validate callers7.518 Ratings9.0346 Ratings
    Outbound response6.813 Ratings9.0308 Ratings
    Call forwarding8.520 Ratings8.6334 Ratings
    Click-to-call (CTC)7.613 Ratings8.8269 Ratings
    Warm transfer8.021 Ratings9.2381 Ratings
    Predictive dialing7.411 Ratings8.8226 Ratings
    Interactive voice response7.214 Ratings9.0327 Ratings
    REST APIs6.99 Ratings7.8275 Ratings
    Call scripts7.817 Ratings8.0305 Ratings
    Call tracking8.819 Ratings8.8371 Ratings
    Multichannel integration5.211 Ratings8.4300 Ratings
    CRM software integration5.914 Ratings8.5290 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Avaya Call Center Elite and Genesys Cloud CX
    Feature
    Avaya Call Center Elite
    7.2
    20 Ratings
    Genesys Cloud CX
    8.7
    391 Ratings
    Inbound call routing8.017 Ratings8.5366 Ratings
    Omnichannel inbound routing7.28 Ratings8.9283 Ratings
    Recording7.216 Ratings9.2371 Ratings
    Quality management7.113 Ratings8.9340 Ratings
    Call analytics6.815 Ratings8.9350 Ratings
    Historical reporting7.317 Ratings8.2365 Ratings
    Live reporting7.216 Ratings8.7360 Ratings
    Customer surveys6.56 Ratings7.7221 Ratings
    Customer interaction analytics7.69 Ratings9.0265 Ratings
    User Ratings
    Avaya Call Center EliteGenesys Cloud CX
    Likelihood to Recommend
    7.5
    (32 ratings)
    8.6
    (434 ratings)
    Likelihood to Renew
    9.1
    (1 ratings)
    9.0
    (38 ratings)
    Usability
    9.1
    (1 ratings)
    8.6
    (69 ratings)
    Availability
    -
    (0 ratings)
    8.2
    (6 ratings)
    Performance
    -
    (0 ratings)
    8.1
    (6 ratings)
    Support Rating
    9.1
    (1 ratings)
    6.2
    (100 ratings)
    In-Person Training
    -
    (0 ratings)
    8.7
    (5 ratings)
    Online Training
    -
    (0 ratings)
    8.4
    (11 ratings)
    Implementation Rating
    9.1
    (1 ratings)
    7.0
    (20 ratings)
    Configurability
    -
    (0 ratings)
    9.1
    (6 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    7.9
    (15 ratings)
    Ease of integration
    -
    (0 ratings)
    8.9
    (8 ratings)
    Product Scalability
    -
    (0 ratings)
    9.1
    (7 ratings)
    Professional Services
    -
    (0 ratings)
    7.6
    (12 ratings)
    Vendor post-sale
    -
    (0 ratings)
    7.3
    (9 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    7.8
    (9 ratings)