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 might be very painful to tear it out to switch it with a distinct resolution, so it’s vital to get it proper the primary time. 

We’ll evaluate these two options’ execs, cons, and pricing that can assist you make the appropriate selection. We’ll additionally pit them towards 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 common amongst customers for its flexibility, suite of integrations, and ease of use.


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

Staff members can simply switch calls to totally different locations with out lengthy wait instances or a adverse impression 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 staff.

Integrations and customization

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

It additionally offers a number of customization choices to arrange your contact middle workflow in line with your group’s wants. For instance, you may create customized dashboards to observe name middle information and actions in actual time.

Modern options

Avaya gives superior capabilities for powering a contemporary contact middle on your group. These embody 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 function 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 all the time ship crystal-clear communication.

Workforce engagement

It’s essential enhance workforce engagement to enhance your contact middle’s productiveness. Avaya gives a collection of options which might be actually helpful on this regard.

For instance, its high quality administration system allows omnichannel buyer engagement by monitoring buyer interactions throughout a number of channels in a single platform. It additionally gives 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 gives virtually every thing you want to ship omnichannel buyer experiences. It consists of greater than 120 real-time and historic reviews, seamless enterprise integration, and easy deployment​​.

Full spectrum administration in a contact middle improves effectivity, productiveness, buyer expertise, and monitoring/reporting. It allows brokers to rapidly establish recurring points, present customized help, and observe key metrics.

Execs of Genesys

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

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 offers interactive voice response for automated name routing, voicebots, and chatbots which make it easier 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 function permits you to fee brokers primarily based on how properly they deal with particular circumstances, which is vital 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 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 gives 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 stay. Then, they will be part of the marketing campaign, settle for calls, and consider name particulars concurrently. They’ll additionally reject a name and cross 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 present 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 impression consumer expertise negatively. 

Cons of Avaya

The most typical complaints with Avaya are frequent delays and downtime. 

Latency points

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

Think about you’re making an attempt to switch a buyer’s name to a different agent, however you may’t accomplish that as a result of the app isn’t responding. This causes lengthy name wait instances, which negatively impacts the general buyer expertise.

Service interference

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

Excessive working prices

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

Its pricing web page states: “Pricing proven is predicated 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 most important cons of Genesys are the advanced interface and the dearth of superior reporting. 

Complexity for some customers

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

Administration and reporting

G2 consumer critiques counsel that Genesys clients are dissatisfied with the platform’s reporting and dashboard capabilities. Reviews have few customization choices, and sure metrics are unaccounted for, resembling longest wait time. 

Many customers have needed to construct out unsupported capabilities by themselves utilizing the Genesys API. Creating these walkarounds is perhaps easy for tech-savvy groups, nevertheless it prices quite a lot of time and monetary sources for non-technical groups, who doubtless want to rent exterior developer help to realize this. 

Occasional points with calls

Some Genesys customers additionally battle with poor name connectivity and normal efficiency points. 

Generally, the platform will get very sluggish, particularly when there’s an replace. In excessive circumstances, 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 number of areas the place Nextiva’s contact middle options outshine Genesys and Avaya.

Nextiva contact center solution

1. Ease of use and implementation

Nextiva has a powerful 4.6 out of 5 ease of deployment consumer ranking 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 when you’re not a tech whiz. We offer detailed implementation pointers, plus our staff is all the time on deck to reply your questions and stroll you thru the method. 

The consumer expertise is nice, too. Not like Genesys, the place customization will get in the way in which 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 should “discuss to gross sales” to understand how a lot every plan prices or evaluate their options. You’ll discover all this data on our web site that can assist you make an knowledgeable resolution rapidly. 

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

Nextiva, however, solely prices a month-to-month subscription payment. You can even go for a contract time period to avoid wasting 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 packing containers. 

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 offers dependable buyer help throughout all plans and a number of channels. Our help staff is accessible through e mail, in-app chat, and telephone calls. You can even troubleshoot points utilizing data from our in depth data base. Right here’s how one buyer describes their expertise with our help staff: 

Nextiva Review on G2

Avaya and Genesys provide robust help, nevertheless 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 when you’re searching for a good UCaaS + CCaaS service supplier with clear pricing and dependable buyer help, Nextiva is your best option

Nextiva’s unified communications options provide a number of integrations with superior CRM, like Salesforce and Hubspot, a cell software that retains your staff 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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