Avaya Infinity™ vs. Genesys PureConnect (discontinued)

The Avaya Infinity™ is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.

Incentivized

CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration. CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.

• What I like the most was it's very easy to understand.
• Displays the phone number of the customer calling in on the screen.
• It is very efficient at call centers since you can hear clearly without any interruptions or any static on the line.
• It is definitely an indispensable tool if you want to have a communicative contact without failures.
• The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries.

Incentivized

• Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
• One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
• Superb Notifier Service: You don't have to restart any process or service for a change to take effect.

Incentivized

• The interface is intuitive and complex, and training our new interns to use and understand its features takes a lot of time.
• There is no integration available with Facebook or Instagram, which can be done in future updates.
• There is no filter available to extract specific insights when needed.

Incentivized

• Licensing can be challenging and very expensive.
• Client templates are hard to administer and are built very different than the rest of the functionality.
• Web desktop has been slow to come along and include all the features.
• Optimizer is very sub-par product.

Incentivized

I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.

Incentivized

We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.

One of the biggest advantages is that all is in one platform.

Incentivized

Avaya has versatility in calling, receiving, and configuring. Being able to have notion of location, exchange of messages. we could see supplier information and configure it to our liking. as it is practicality for configuration and manual handling. Interactive and easy to learn screen. Being able to generate call reports for analysis of service in others

Incentivized

The interface is only semi user-friendly on almost every front. Agent experience is lacking and we have found many limitations within the system. Workforce forecasting is not as robust as expected. Quality continues to be a struggle. Interaction searches are not robust.

Incentivized

The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).

Incentivized

Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect). As far as IVR operations, web service calls, database operations: they all operate reasonably.

Incentivized

I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.

This really depends if/who your Vendor is or if you purchase directly from Genesys. I would say that whenever I deal with Genesys directly they've always been able to answer my questions and find a resolution to my issues. Unfortunately being on an older version means that answer is usually that you need to spend money to upgrade or move to the cloud

Incentivized

I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.

Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.

Incentivized

The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.

Incentivized

No, everything was implemented by Avaya Support

Incentivized

Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.

Avaya Infinity™ has all of the bells and whistles as the other big competitors. What I like about Avaya Infinity™ is that they are ahead of the game in creating updates for compliance, and they are super supportive of hearing ideas about new tech. Class for Zoom does have some integration with Canvas and other LMS systems that allow for quizzes, etc., but Avaya Infinity™ could have it and I just don't know about it.

Incentivized

Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.

Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.

Incentivized

• Overall from a business objective standpoint, Avaya has to have had a positive impact on our Return on Investment. Its use in day-to-day operations has been beneficial to not only the company, but the business as well.
• Using the Avaya soft phones supplies a business or company a way to limit expenditures on the hard phones by allowing the use of Avaya soft phones. The equipment is no longer needed, save for headsets to be used with the application itself.
• Business objectives have to be just that, objectives. Economics begs for ways for a company to limit expenditures that may see little or no return. Avaya has tackled this issue and won!

Incentivized

• We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
• We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
• Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.