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Avaya Infinity™ vs. Genesys Cloud CX

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Avaya Infinity™

189 Reviews and Ratings

Genesys Cloud CX

757 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Avaya Infinity™

    Score8.5 out of 10
    		N/AAvaya Infinity™ injects modern technology including AI and intelligent orchestration into existing enterprise environments, connecting the channels, insights, technologies and workflows that together create customer and employee relationships. Avaya Infinity™ is designed so that organizations can become almost infinitely adaptable to evolving customer and market demands. The Avaya Infinity™ platform aims to enable large enterprises and public sector organizations to strengthen…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 Infinity™Genesys 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 Infinity™Genesys Cloud CX
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeRequiredNo setup fee
    Additional Details—Pricing plans can also be billed hourly.
    More Pricing Information
    Community Pulse
    Avaya Infinity™Genesys Cloud CX
    Considered Both Products
    Avaya
    Verified User
    Chose Avaya Infinity™
    Avaya Infinity™ has come up with a great product that will compete in no time against the more mature products in the market. Key is Avaya name is still in the market and I can see this being the platform going into the future of Avaya in the customer experience sector.
    Incentivized
    Verified User
    Chose Avaya Infinity™
    [We like Avaya Infinity™] because of the features and pricing. The features provided are quite amazing and new and also as compared to other vendors it is far better. Also, the pricing for this product as compared to others is very cost-effective. One must [choose] this product …
    Incentivized
    Genesys
    Rajiv Menon
    Sales Development Representative in Sales at Sophos (Computer & Network Security, 1001-5000 employees)
    Chose Genesys Cloud CX
    Compared to avaya, Genesys Cloud CX was able to give us better way to connect to customers. It also gave the customers an option to call back which was not there on avaya. The audio clarity is better in avaya. The call logs were also stored in Genesys Cloud CX which wasn't the …
    Incentivized
    Tony Rodriguez
    IT Supervisor in Information Technology at Las Vegas Valley Water District (Utilities, 1001-5000 employees)
    Chose Genesys Cloud CX
    Genesys is more stable, and support is better.
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    Much better and well-prepared for the Cloud Contact Center space.
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    The available features, ease of configuration, rate of innovation and industry experience were what sold us on Genesys CX
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    The Genesys Cloud CX platform was chosen because it has a wider range of possibilities in the cloud, not requiring client installations on agents' machines. This was a premise in the platform change, and the one that best met the business requirements was Genesys Cloud CX.
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    We get the good omnichannel experience and fast implementation, Webex phone features and also cost effective solution.Genesys WEM/WFO is very good and its helps business for the forcasting and enabling the shift plans as well.
    Incentivized
    Clayton Bevan
    Genesys Administrator in Information Technology at Fidelity National Home Warranty (Insurance, 501-1000 employees)
    Chose Genesys Cloud CX
    None of the others considered had the full rounded feature sets that Genesys Cloud CX does and/or were a much higher price point.
    Incentivized
    Rodrigo Avila
    Analyst in Engineering at BBVA Argentina S.A. (Banking, 5001-10,000 employees)
    Chose Genesys Cloud CX
    The variety of resources and the ease of integration with other products was a decisive factor when choosing the tool for our contact center. The ease of expanding resources was also a deciding factor when choosing. Finally, the price per license and the ability to obtain …
    Incentivized
    Steven Moore
    IT Operations Supervisor in Corporate at MITRE (Government Relations, 5001-10,000 employees)
    Chose Genesys Cloud CX
    For the money and ease of use, Genesys is top notch. I think they lack in integrations against some others. From a metrics perceptive, Genesys Cloud provides a very easy to use system for non-technical leaders. You can generate the reports you need quickly, and with little need …
    Incentivized
    Mohit Mohindru
    CAA (Chief Applications Architect) at Becton Dickinson (Hospital & Health Care, 5001-10,000 employees)
    Chose Genesys Cloud CX
    Genesys has the most features and is best-in-class solution. Their routing engine is second to none.
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    Genesys Cloud is a more mature solution than the other we evaluated, and the company shows a stronger product evolution strategy. The number [of] concurrent uses in the platform shows scalability, resilience, and makes us feel more comfortable.
    The appfoundry also is a …
    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 Infinity™Genesys Cloud CX
    Contact Center Software
    Comparison of Contact Center Software features of Avaya Infinity™ and Genesys Cloud CX
    Feature
    Avaya Infinity™
    8.1
    37 Ratings
    Genesys Cloud CX
    8.7
    412 Ratings
    Agent dashboard8.135 Ratings8.6394 Ratings
    Validate callers8.632 Ratings9.0346 Ratings
    Outbound response5.931 Ratings9.0308 Ratings
    Call forwarding9.235 Ratings8.6334 Ratings
    Click-to-call (CTC)8.928 Ratings8.8269 Ratings
    Warm transfer8.835 Ratings9.2381 Ratings
    Predictive dialing5.727 Ratings8.8226 Ratings
    Interactive voice response9.531 Ratings9.0327 Ratings
    REST APIs7.826 Ratings7.9275 Ratings
    Call scripts6.629 Ratings8.0305 Ratings
    Call tracking8.834 Ratings8.8371 Ratings
    Multichannel integration9.632 Ratings8.4300 Ratings
    CRM software integration8.231 Ratings8.5290 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Avaya Infinity™ and Genesys Cloud CX
    Feature
    Avaya Infinity™
    8.1
    37 Ratings
    Genesys Cloud CX
    8.7
    391 Ratings
    Inbound call routing8.736 Ratings8.6366 Ratings
    Omnichannel inbound routing8.832 Ratings8.9283 Ratings
    Recording8.235 Ratings9.2371 Ratings
    Quality management8.133 Ratings9.0340 Ratings
    Call analytics8.133 Ratings8.9350 Ratings
    Historical reporting8.334 Ratings8.2365 Ratings
    Live reporting6.833 Ratings8.7360 Ratings
    Customer surveys8.130 Ratings7.7221 Ratings
    Customer interaction analytics7.829 Ratings9.0265 Ratings
    User Ratings
    Avaya Infinity™Genesys Cloud CX
    Likelihood to Recommend
    8.6
    (53 ratings)
    8.6
    (434 ratings)
    Likelihood to Renew
    7.3
    (11 ratings)
    9.0
    (38 ratings)
    Usability
    8.2
    (7 ratings)
    8.6
    (69 ratings)
    Availability
    7.0
    (1 ratings)
    8.2
    (6 ratings)
    Performance
    10.0
    (1 ratings)
    8.1
    (6 ratings)
    Support Rating
    9.1
    (4 ratings)
    6.2
    (100 ratings)
    In-Person Training
    -
    (0 ratings)
    8.7
    (5 ratings)
    Online Training
    -
    (0 ratings)
    8.4
    (11 ratings)
    Implementation Rating
    8.2
    (2 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)