What users are saying about
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162 Ratings
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Avaya OneCloud CCaaS

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162 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

OmniTouch

No answers on this topic

Avaya OneCloud CCaaS

The tools provided by this system are detailed and can achieve the entire event without audio and video issues. It's a great system for us, and we're happy with the service they provide.So far, our business team has not encountered or encountered problems or difficulties in our daily work.
Jeyson Rivera | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

OmniTouch
Avaya OneCloud CCaaS
8.9
Agent dashboard
OmniTouch
Avaya OneCloud CCaaS
8.9
Validate callers
OmniTouch
Avaya OneCloud CCaaS
9.0
Outbound response
OmniTouch
Avaya OneCloud CCaaS
9.1
Call forwarding
OmniTouch
Avaya OneCloud CCaaS
9.1
Click-to-call (CTC)
OmniTouch
Avaya OneCloud CCaaS
9.1
Warm transfer
OmniTouch
Avaya OneCloud CCaaS
9.0
Predictive dialing
OmniTouch
Avaya OneCloud CCaaS
8.2
Interactive voice response
OmniTouch
Avaya OneCloud CCaaS
8.9
REST APIs
OmniTouch
Avaya OneCloud CCaaS
8.6
Call scripts
OmniTouch
Avaya OneCloud CCaaS
9.0
Call tracking
OmniTouch
Avaya OneCloud CCaaS
9.3
Multichannel integration
OmniTouch
Avaya OneCloud CCaaS
9.0
CRM software integration
OmniTouch
Avaya OneCloud CCaaS
9.0

Workforce Optimization (WFO)

OmniTouch
Avaya OneCloud CCaaS
8.9
Inbound call routing
OmniTouch
Avaya OneCloud CCaaS
9.1
Omnichannel inbound routing
OmniTouch
Avaya OneCloud CCaaS
9.0
Recording
OmniTouch
Avaya OneCloud CCaaS
8.6
Quality management
OmniTouch
Avaya OneCloud CCaaS
9.0
Call analytics
OmniTouch
Avaya OneCloud CCaaS
8.7
Historical reporting
OmniTouch
Avaya OneCloud CCaaS
8.8
Live reporting
OmniTouch
Avaya OneCloud CCaaS
9.0
Customer surveys
OmniTouch
Avaya OneCloud CCaaS
9.0
Customer interaction analytics
OmniTouch
Avaya OneCloud CCaaS
8.9

Pros

OmniTouch

No answers on this topic

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

OmniTouch

No answers on this topic

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

Likelihood to Renew

OmniTouch

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

OmniTouch

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

OmniTouch

No score
No answers yet
No answers on this topic

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.4
Based on 8 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

OmniTouch

No answers on this topic

Avaya OneCloud CCaaS

I have used 8x8 and Cisco as other phone services. So far we have really enjoyed the consistency and dependability of Avaya [OneCloud CCaaS]. It has given us the unique opportunity to better facilitate auditing and maintaining an efficient workforce to assist customers in a fast and meaningful matter. Avaya is very user friendly for our remote workers and it was a fairly easy transition to teaching them Avaya's system.
Kyle Panackia | TrustRadius Reviewer

Return on Investment

OmniTouch

No answers on this topic

Avaya OneCloud CCaaS

  • Seamless implementation. If your access to the PSTN is through one of the major carriers, integrating the IP Office is quick, and easy. If you are in a market similar to ours where there are smaller carriers to work with, relying on your local Avaya business partner will allow for that same seamless integration.
  • Users will find the menus on their new phones easy to navigate. It never hurts to have a cheat sheet provided by you installer. The system is very intuitive, even for system administrators.
  • A new system paired with a new circuit contract has the potential for a cost savings that can pay for the new phone system in a 3 year time frame. We have customers that can attest to that!
Richard Heller | TrustRadius Reviewer

Pricing Details

OmniTouch

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Avaya OneCloud CCaaS

General

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

Rating Summary

Likelihood to Recommend

OmniTouch
Avaya OneCloud CCaaS
8.3

Likelihood to Renew

OmniTouch
Avaya OneCloud CCaaS
8.0

Usability

OmniTouch
Avaya OneCloud CCaaS
8.0

Reliability and Availability

OmniTouch
Avaya OneCloud CCaaS
7.0

Performance

OmniTouch
Avaya OneCloud CCaaS
10.0

Support Rating

OmniTouch
Avaya OneCloud CCaaS
7.4

Implementation Rating

OmniTouch
Avaya OneCloud CCaaS
9.1

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