Avaya and Genesys are two of the most well-liked contact heart platforms available on the market. 

Contact heart software program is built-in closely into numerous enterprise processes and groups. It might be very painful to tear it out to interchange it with a unique answer, so it’s necessary to get it proper the primary time. 

We’ll evaluate these two options’ execs, cons, and pricing that can assist you make the suitable alternative. We’ll additionally pit them towards Nextiva to see which UCaaS supplier comes out on prime. 

Avaya vs. Genesys: The Professionals 

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

Professionals of Avaya 

Avaya is well-liked amongst customers for its flexibility, suite of integrations, and ease of use.

Flexibility

Avaya is absolutely optimized for a distributed workforce. In contrast to conventional cellphone techniques, that are restricted to at least one location, Avaya workplace telephones can be utilized wherever so long as you’ve got the VoIP utility and Web entry. This can be a core profit for hybrid groups coordinating communication throughout in-person and offsite staff. 

Crew members can simply switch calls to completely different locations with out lengthy wait instances or a unfavourable affect on the caller’s expertise. Avaya is simple to arrange, too. You are able to do it your self or request deployment from the technical staff.

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 heart. 

It additionally gives a number of customization choices to arrange your contact heart workflow in accordance with your group’s wants. For instance, you’ll be able to create customized dashboards to observe name heart information and actions in actual time.

Modern options

Avaya presents superior capabilities for powering a contemporary contact heart to your group. These embrace AI noise cancellation, personalization options, and a dashboard for brokers with detailed details about the decision heart 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 residence or in a workstation, they’ll all the time ship crystal-clear communication.

Workforce engagement

It’s essential to enhance workforce engagement to enhance your contact heart’s productiveness. Avaya presents a set of options which are 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 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 heart answer that provides virtually every little thing it is advisable to ship omnichannel buyer experiences. It consists of greater than 120 real-time and historic experiences, seamless enterprise integration, and easy deployment​​.

Full spectrum administration in a contact heart improves effectivity, productiveness, buyer expertise, and monitoring/reporting. It allows brokers to rapidly establish recurring points, present personalised assist, and monitor key metrics.

Professionals of Genesys

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

Self-service instruments

Greater than 80% of respondents within the 2022 Digital-First Shopper Report stated 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 assist throughout a number of channels​​.

Agent assist 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 charge brokers primarily based on how effectively 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.

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 campaigns, together with proactive and progressive notifications and superior checklist administration​​.

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

Seamless migration and usefulness

Genesys is famous for its seamless migration from different platforms and general ease of use​​. Clients 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 affect consumer expertise negatively. 

Cons of Avaya

The commonest complaints with Avaya are frequent delays and downtime. 

Latency points

It’s frequent to expertise app delays attributable to excessive latency. This is usually a enormous setback for a digital name heart the place each second counts. 

Think about you’re making an attempt to switch a buyer’s name to a different agent, however you’ll be able to’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 printed pricing is questionable at finest since you nonetheless want to speak to gross sales to get a sensible determine on the price of its contact heart.

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 most important cons of Genesys are the complicated interface and the dearth of superior reporting. 

Complexity for some customers

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

Administration and reporting

G2 consumer 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, comparable to longest wait time. 

Many customers have needed to construct out unsupported capabilities by themselves utilizing the Genesys API. Creating these walkarounds is perhaps simple for tech-savvy groups, however it prices a number of time and monetary sources for non-technical groups, who doubtless want to rent exterior developer assist 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 sluggish, 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 below are a number of areas the place Nextiva’s contact heart options outshine Genesys and Avaya.

1. Ease of use and implementation

Nextiva has a formidable 4.6 out of 5 ease of deployment consumer 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 in the event 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. In contrast to Genesys, the place customization will get in the best way of usability, Nextiva’s interface is clear and arranged, making it straightforward to search 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 fees a usage-based price that rapidly racks up for companies with variable name volumes. That is on prime of great upfront prices for implementation. 

Nextiva, however, solely fees a month-to-month subscription price. You may also go for a contract time period to save lots of extra on plans. 

3. Buyer assist and reliability

Dependable service and buyer assist are two of a very powerful issues to contemplate when selecting a contact heart answer — and Nextiva checks each packing containers. 

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

Nextiva additionally gives dependable buyer assist throughout all plans and a number of channels. Our assist staff is offered through e-mail, in-app chat, and cellphone calls. You may also troubleshoot points utilizing data from our intensive information base. Right here’s how one buyer describes their expertise with our assist staff: 

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

You Get All of it With Nextiva

Avaya and Genesys are stable contact heart options. However in the event you’re searching for a good UCaaS + CCaaS service supplier with clear pricing and dependable buyer assist, Nextiva is your best option. 

Nextiva’s unified communications options supply a number of integrations with superior CRM, like Salesforce and Hubspot, a cellular utility that retains your staff linked on the go, and voice and video name recording.