What users are saying about
49 Ratings
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Top Rated
153 Ratings
49 Ratings
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Score 7.4 out of 100

Avaya OneCloud CCaaS

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Top Rated
153 Ratings
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Score 7.7 out of 100

Feature Set Ratings

    Contact Center Software

    3CX

    Feature Set Not Supported
    N/A
    9.0

    Avaya OneCloud CCaaS

    90%
    Avaya OneCloud CCaaS ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    9.1
    91%
    25 Ratings

    Validate callers

    N/A
    0 Ratings
    9.2
    92%
    24 Ratings

    Outbound response

    N/A
    0 Ratings
    9.0
    90%
    24 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.3
    93%
    26 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.8
    88%
    21 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.9
    89%
    25 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.4
    84%
    21 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.8
    88%
    21 Ratings

    REST APIs

    N/A
    0 Ratings
    9.0
    90%
    20 Ratings

    Call scripts

    N/A
    0 Ratings
    9.2
    92%
    22 Ratings

    Call tracking

    N/A
    0 Ratings
    9.3
    93%
    25 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.9
    89%
    24 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.2
    92%
    23 Ratings

    Workforce Optimization (WFO)

    3CX

    Feature Set Not Supported
    N/A
    9.0

    Avaya OneCloud CCaaS

    90%
    Avaya OneCloud CCaaS ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    9.3
    93%
    27 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    9.2
    92%
    25 Ratings

    Recording

    N/A
    0 Ratings
    8.7
    87%
    25 Ratings

    Quality management

    N/A
    0 Ratings
    8.9
    89%
    25 Ratings

    Call analytics

    N/A
    0 Ratings
    8.9
    89%
    25 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.7
    87%
    25 Ratings

    Live reporting

    N/A
    0 Ratings
    9.1
    91%
    25 Ratings

    Customer surveys

    N/A
    0 Ratings
    9.0
    90%
    23 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.9
    89%
    23 Ratings

    Attribute Ratings

    • Avaya OneCloud CCaaS is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.5

    3CX

    65%
    12 Ratings
    8.4

    Avaya OneCloud CCaaS

    84%
    44 Ratings

    Likelihood to Renew

    3CX

    N/A
    0 Ratings
    8.0

    Avaya OneCloud CCaaS

    80%
    13 Ratings

    Usability

    3CX

    N/A
    0 Ratings
    8.0

    Avaya OneCloud CCaaS

    80%
    6 Ratings

    Availability

    3CX

    N/A
    0 Ratings
    7.0

    Avaya OneCloud CCaaS

    70%
    2 Ratings

    Performance

    3CX

    N/A
    0 Ratings
    10.0

    Avaya OneCloud CCaaS

    100%
    2 Ratings

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    6.3

    Avaya OneCloud CCaaS

    63%
    6 Ratings

    Implementation Rating

    3CX

    N/A
    0 Ratings
    9.1

    Avaya OneCloud CCaaS

    91%
    6 Ratings

    Likelihood to Recommend

    3CX

    In many scenarios decision is driven by budget and compared to other solutions at the time of purchase [3CX] was simply the cheapest solution for what it has to offer. If you are looking for integrations, extensibility, and advanced functionalities, this might not be a solution for you. At the time of use (and this may have changed by now), there was a lack of APIs, CLI commands, and similar so nothing could be automated with the system. There are ways of importing data through CSV but automation would solve us so much time and support calls if we were able to connect with other systems.
    Anonymous | TrustRadius Reviewer

    Avaya OneCloud CCaaS

    Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
    Aly Hajiani | TrustRadius Reviewer

    Pros

    3CX

    • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
    • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
    • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.
    Anonymous | TrustRadius Reviewer

    Avaya OneCloud CCaaS

    • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
    • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
    • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
    • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
    Shauna Stermer | TrustRadius Reviewer

    Cons

    3CX

    • I would like to be able to see direct-dial numbers on the handsets. Currently that is not possible but that would be a nice feature.
    • You need an SBC per location, which can be a point of failure.
    • You also need a server that might get disconnected, which is another point of failure.
    Daniel Merkl | TrustRadius Reviewer

    Avaya OneCloud CCaaS

    • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
    • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
    Alfred Brock | TrustRadius Reviewer

    Pricing Details

    3CX

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. per user/per month
    Additional Pricing Details
    Price displayed is based on 25 users. 3CX pricing is based on the number of simultaneous calls your business requires or in other words, how many calls your system needs to support at once. Unlike other PBX vendors there is no per extension cost.

    Avaya OneCloud CCaaS

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    Required

    Starting Price

    $48 per month

    Avaya OneCloud CCaaS Editions & Modules

    Additional Pricing Details
    Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

    Likelihood to Renew

    3CX

    No score
    No answers yet
    No answers on this topic

    Avaya OneCloud CCaaS

    Avaya OneCloud CCaaS 8.0
    Based on 13 answers
    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.
    Michelle VanderBand | TrustRadius Reviewer

    Usability

    3CX

    No score
    No answers yet
    No answers on this topic

    Avaya OneCloud CCaaS

    Avaya OneCloud CCaaS 8.0
    Based on 6 answers
    I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
    Michelle VanderBand | TrustRadius Reviewer

    Support Rating

    3CX

    3CX 5.4
    Based on 4 answers
    The 3CX Phone System is only a five because while they provide set-up/how-to/Q and A documents to help your district or company get started, they do not offer support for free. The documents provided, though, are good enough for you to get you up and running. We also found a good source of help through a sip trunk provider, which was a 3CX reseller provider.
    Laura Steinbrink | TrustRadius Reviewer

    Avaya OneCloud CCaaS

    Avaya OneCloud CCaaS 6.3
    Based on 6 answers
    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.
    Uchenna Ezumezuh | TrustRadius Reviewer

    Alternatives Considered

    3CX

    The main differences between 8x8, Inc. and 3CX is pricing and ease of use in my opinion. The 3CX system uses annual based pricing plans based on of simultaneous calls your company needs, not the number of extensions/users and offers a free plan. 8x8, Inc. charges per extension with different plans. We currently have 19 extensions so the 3CX system makes more sense for us, however, if your company only has a few extensions you may want to throughly consider both options. In my experience, it was difficult to add new extensions and phones with 8x8 because at least at that time we had 8x8 I could not add anything on the web admin. I had to call a sales rep which took a lot more time. Also, if you didn't purchase a phone and/or headset directly from 8x8 at a usually higher price than Amazon for example then you would have to spend anywhere from 30 minutes to hours on the phone with 8x8 tech support to program the phone to work with the 8x8 system so adding a new extension could turn into a long ordeal. I can easily add new extensions on 3CX directly in the web cpanel. Granted, if you are actually adding a new phone number you would need to purchase that number from a company like ATT first before adding it to 3CX. The difference between a phone number and an extension would be a phone number allows a customer to call in directly using that number. The extension would require the customer to call the main business number then be transferred to the extension. 3CX provides a list of supported phone models on their website
    Anonymous | TrustRadius Reviewer

    Avaya OneCloud CCaaS

    There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
    Richard Heller | TrustRadius Reviewer

    Return on Investment

    3CX

    • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
    • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.
    Artur Bittencourt | TrustRadius Reviewer

    Avaya OneCloud CCaaS

    • Once purchased and running, you don't need to worry about it for years.
    • Support price is following the other companies. Price is good.
    • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
    Anonymous | TrustRadius Reviewer

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