Home > Call Center Software > Genesys Cloud CX > Genesys Cloud CX vs AVOXI

Genesys Cloud CX vs AVOXI

Last Updated: November 18th, 2024

Our analysts compared Genesys Cloud CX vs AVOXI based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Genesys Cloud is a cloud-based call center software that provides businesses with a comprehensive suite of tools to manage customer interactions. It's designed for businesses of all sizes, from small startups to large enterprises, and offers a wide range of features to meet the needs of any call center. Some of the most popular features include: omnichannel routing, IVR, call recording, and analytics. Genesys Cloud is also highly customizable, so businesses can tailor it to their specific needs.

Genesys Cloud is a powerful and flexible call center software that can help businesses improve their customer service. It's easy to use, affordable, and offers a wide range of features. If you're looking for a call center software that can help you improve your customer service, Genesys Cloud is a great option.

Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.

$75/User, Monthly

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$99 Monthly

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Tailored to your specific needs

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Chromebook

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Mobile

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Product Assistance

Documentation

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24/7 Live Support

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Product Insights

Work Remotely: Connect partners, vendors and customers with staff from anywhere in the world to streamline communication and improve business outcomes.
Increase Security: Protect data with logical isolation, strong encryption, multi-factor authentication and stringent security standards
Simplify Configurations: Empower frontline agents and managers to design, automate and create workflows without IT. Design IVR workflows with an engaging and intuitive drag-and-drop editor that can configure prompts, sub-menus and data dips.
Innovate: Deploy a deep and broad set of AI-powered capabilities without disruptions or downtime, encouraging rapid access to new functionalities.

Cost Efficiency: AVOXI reduces operational costs by eliminating the need for physical infrastructure and maintenance, allowing businesses to allocate resources more effectively.
Scalability: Easily scale your call center operations up or down based on demand without the need for significant investments in hardware or software.
Global Reach: AVOXI provides international phone numbers and local presence in over 170 countries, enabling businesses to expand their global footprint effortlessly.
Enhanced Customer Experience: With features like call routing, IVR, and real-time analytics, AVOXI ensures that customers receive prompt and efficient service, improving overall satisfaction.
Flexibility: The cloud-based nature of AVOXI allows agents to work from anywhere, providing flexibility and supporting remote work environments.
Improved Agent Productivity: Tools such as call recording, monitoring, and analytics help supervisors train and manage agents more effectively, leading to higher productivity levels.
Data-Driven Decisions: Access to detailed call analytics and reporting enables businesses to make informed decisions based on real-time data and trends.
Business Continuity: AVOXI's cloud infrastructure ensures that your call center operations remain uninterrupted during unforeseen events, such as natural disasters or technical failures.
Integration Capabilities: Seamlessly integrate AVOXI with CRM systems, helpdesk software, and other business tools to streamline workflows and enhance operational efficiency.
Security and Compliance: AVOXI adheres to stringent security protocols and compliance standards, ensuring that customer data is protected and regulatory requirements are met.
Customizable Solutions: Tailor AVOXI's features to meet the specific needs of your business, ensuring that you get the most out of the platform.
24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly and keep your call center running smoothly.

Customer Self-Service: Use speech-enabled IVR and Natural Language Understanding (NLU) to help customers resolve issues without the need for a live agent. Simplify support experiences and offer 24/7 assistance with conversational voice bots and AI-powered chatbots. Design a knowledge base of support resources for customers and agents..
Cloud CX Voice: Get public access to any subscribed cloud CX service via VoIP telephony through new or existing phone numbers..
Bring Your Own Carrier (BYOC): Integrate with any cloud-based or on-site carrier to unify communications and supplement existing infrastructure.
Inbound Routing: Ensure positive, consistent customer experiences with call routing, voicemail, custom greetings and an automated callback option for when lines are busy.
Outbound Campaigns: Target the right customers through predictive dialing and proactive outreach through customers’ preferred channels. Engage website visitors with personalized messages. Decrease the volume and variability of inbound communications.
Workforce Engagement: Monitor agent performance and support employee development through interactive training, such as gamifying contact center KPIs. Maintain quality across customer experiences with monitoring and forecasting enhanced by AI.
Unified Communications: Enhance customer interaction rates by allowing agents to work from anywhere in the world. Connect business users, contact center users, partners, vendors and customers to boost agent response times and business outcomes.
Reporting and Analytics: Analyze an agent’s performance on a single dashboard and generate reports to track call times, resolution rates, service levels, customer satisfaction and other integral KPIs. Manage multiple teams and channels.
Digital Channels: Route digital communications to the appropriate agent based on content analysis. Create long-lasting live conversations through SMS and web messaging apps with minimal risks of losing content and context. Co-browsing and screen-sharing capabilities allow agents to be hands-on in resolving customer queries.

Automatic Call Distribution: Set automated call routing protocols based on user extensions, time of the day, external numbers and call queues and manage inbound call distributions from an online interface.
Call Monitoring: Coach agents to boost team performances and efficiency over time with call barge and whisper, live call monitoring, call tagging, call quality scoring, and advanced analytics.
Call Queue: Improve caller experience and take advantage of IVR routing, voicemail transcription and other tools to enhance interactions. Use custom ringing strategies such as least used, round-robin and ring to route callers for call queues. If the line of callers is full, allow customers to get a call back to reduce abandoned call rates.
IVR Software: Give callers a menu of options to route themselves to an appropriate department, saving an agent’s time, lowering business costs and boosting customer satisfaction rates.
Digital Phone Numbers: Get digital phone numbers online from anywhere without any fees or contracts and start receiving calls in no time. The product’s cloud phone number plans have more than 20 digital phone service features with no extra costs.
Virtual Call Center: Improve team productivity and operational workflows by getting access to tools such as an auto-attendant, call recording, call forwarding, international calling, voicemail, virtual numbers, unlimited concurrent calls, toll-free numbers, DID numbers and SMS forwarding.
SIP Trunking: Get secure call routing, world-class voice quality and economic SIP terminations worldwide.
WebRTC Softphone: Access softphone from anywhere and see caller details from helpdesk or CRM via screen pop integration.
Call Management: Save time and eliminate the chances of missing a call with convenient solutions such as ACD, call groups, call transfer, call queuing, forward-to-phone, IVR, call blocking, 3-way conferencing, time-based routing and queue callback.
Quality Monitoring and Analytics: Track agent’s performance via live dashboards and identify areas to improve their productivity to elevate the customer experience. Create custom call tags to analyze and track agent’s call outcomes.
Integrations: Automate repetitive and tedious work with various tools and integrations such as caller screen pop-ups, CTI, click-to-call, two-way data synchronization and integrations with Salesforce, Zendesk Zoho and Hubspot.

Product Ranking

#19

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#67

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Analyst Rating Summary

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Genesys Cloud CX

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User Sentiment Summary

84%

of users recommend this product

Genesys Cloud CX has a 'great' User Satisfaction Rating of 84% when considering 798 user reviews from 4 recognized software review sites.

95%

of users recommend this product

AVOXI has a 'excellent' User Satisfaction Rating of 95% when considering 87 user reviews from 3 recognized software review sites.

4.3 (460)

4.6 (4)

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4.76 (50)

4.1 (107)

4.7 (33)

4.6 (59)

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3.8 (172)

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Synopsis of User Ratings and Reviews

Usability: According to 89% of users who evaluated this aspect, the software is relatively easy to learn and use.

Customer Service: 96% of users who mentioned this were satisfied with the product’s customer service.

Price: The product offers the best features for the price, according to 88% of users.

Ease of Use: It’s an easy-to-use and intuitive platform, according to all the users who reviewed this aspect.

Comprehensive: According to 80% of users who discussed call management, the product offers comprehensive capabilities on that front.

Customer Service: About 85% of users who mentioned customer service said it’s reliable and resolves issues quickly.

Feature Performance: According to 45% of users who evaluated this aspect, the software is lacking in some of its advertised features. Specifically, workflow processes can lag when the number of data tables and flow results increase.

Accessibility: It has limited accessibility due to no mobile app available, according to 88% of users who mentioned this element.

Genesys Cloud is an omnichannel contact center solution that streamlines customer relationships. It brings calls, chats, emails and other communications into one centralized interface to produce seamless interactions. Users report that the interface covers the essentials and is easy to use and configure. They are also impressed by its customer support, noting that it’s easy to get through to representatives and resolve problems. However, some users say that the product would benefit from more advanced functionality and improvement to some of its basic features. In all, Genesys Cloud is suitable for businesses of all sizes that wish to offer comprehensive customer support.

Avoxi is a communication platform that improves the efficiency of customer interactions. Users prefer it for its extensive call management capabilities, including call monitoring, IVR software, a virtual call center and more. Reviews also reflect that it’s user-friendly and users appreciate the attentive customer service department. However, without a mobile app, it lacks accessibility. Overall, the product can be a good pick for an in-office workforce that requires a comprehensive yet easy-to-use solution.

Screenshots

Top Alternatives in Call Center Software

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TalkDesk

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Zendesk Talk

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FAQ

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