Avaya Call Center Elite vs. Genesys Multicloud CX (discontinued)

I think it's well suited for voice-only contact centers, small or large, specifically large contact centers because Avaya's been doing contact center and routing for years and they do it well. I think that it could be better in terms of ease of customization. You really have to know vectors and VDMs in order to manipulate some things and do some customized things. You need some specialized knowledge for that. So I think that that could be made easier. But call center lead has been a standard for a lot of companies for a long time and they do call routing pretty well.

Incentivized

Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close

Incentivized

• The product addresses how our customers can reach us efficiently by skill-based. They can reach the right group of people. We have products that support callbacks and so I think we're trying to make it easier for our customers. So I think that's what the product does.

Incentivized

• VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
• Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
• The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
• The level of details for report customization is another strong point.

Incentivized

• I think the biggest room for improvement in Call Center Elite is excellent with voice. But we have other channels such as email, and chat, and one of the reasons why we're bringing in Oceania is to fill that gap to provide customers with options no matter how they contact us, voice, email, or chat, they're serviced effectively. So that's the biggest gap right now and that's why we have a project to help fill that gap and to add AI functionality. It's good that Avaya has relationships with companies like Google because they're able to bring AI to the table like Google CC, AI, and Dialogue Flow. They're able to bring that to the table so we can leverage our investment in Lead and add on to it.

Incentivized

• Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
• There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
• Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.

Incentivized

Genesys Contact Center Portfolio is an expensive product to purchase and maintain. Once committed to, it is also an expensive product to replace. That said, our company is constantly evaluating Genesys and other contact center technology vendors to determine which will provide us with the best ROI.

Incentivized

The setup was smooth, once the system is learned it is very easy to manage. Benefits both employees and management.

Incentivized

Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.

Incentivized

There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.

Incentivized

Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.

Incentivized

Avaya always has good partners for support.

Incentivized

Giving this rate especially for eServices support team which help us immediately and pin point the issue directly. Most of the time, we raised issue to genesys support regarding to social media, they're replied a solution or a way to get rid of the problem after sending initial response which means they cared about the case.

Incentivized

Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.

Incentivized

Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.

Incentivized

It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier

Incentivized

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 experience remained consistent.

Incentivized

For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).

Incentivized

The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.

Incentivized

• It's done everything we've expected it to do and we've been able to tailor it some to benefit us better from getting KPIs to being able to connect to everything that we need. There is a way to do it all and so it's been a lifesaver and it's just been a great product to be able to work with.

Incentivized

• Custom Kiosk application using generic interaction for walk in customers improved the efficiency of the lobby staff by almost 200%
• QA tools allow for automation of many aspects and the efficient management of scoring and recording .
• Manages all types of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
• Manages reporting on of interactions and improves agent productivity for emails, voicemails, calls, chats and walk in interactions
• Centralized support tools allow for small staff to support and administer all parts of the system
• Integration of all modules allows for active, real time passing of data to provide real time speech analytics, qa, reporting, workforce management and general interaction management

Incentivized