What users are saying about
14 Ratings
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Score 4.5 out of 100
134 Ratings
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Score 7 out of 100

Likelihood to Recommend

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda | 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

Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.1
Avaya OneCloud CCaaS
8.4
Agent dashboard
Aspect Unified IP
8.6
Avaya OneCloud CCaaS
8.6
Validate callers
Aspect Unified IP
9.1
Avaya OneCloud CCaaS
8.1
Outbound response
Aspect Unified IP
9.0
Avaya OneCloud CCaaS
8.9
Call forwarding
Aspect Unified IP
9.1
Avaya OneCloud CCaaS
8.8
Click-to-call (CTC)
Aspect Unified IP
9.6
Avaya OneCloud CCaaS
8.4
Warm transfer
Aspect Unified IP
9.1
Avaya OneCloud CCaaS
8.8
Predictive dialing
Aspect Unified IP
9.6
Avaya OneCloud CCaaS
7.1
Interactive voice response
Aspect Unified IP
9.1
Avaya OneCloud CCaaS
9.0
REST APIs
Aspect Unified IP
9.1
Avaya OneCloud CCaaS
8.3
Call scripts
Aspect Unified IP
9.1
Avaya OneCloud CCaaS
8.7
Call tracking
Aspect Unified IP
9.6
Avaya OneCloud CCaaS
9.0
Multichannel integration
Aspect Unified IP
8.2
Avaya OneCloud CCaaS
8.4
CRM software integration
Aspect Unified IP
8.7
Avaya OneCloud CCaaS
7.8

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Avaya OneCloud CCaaS
8.5
Inbound call routing
Aspect Unified IP
9.0
Avaya OneCloud CCaaS
8.1
Omnichannel inbound routing
Aspect Unified IP
8.1
Avaya OneCloud CCaaS
8.5
Recording
Aspect Unified IP
9.6
Avaya OneCloud CCaaS
8.9
Quality management
Aspect Unified IP
9.1
Avaya OneCloud CCaaS
8.8
Call analytics
Aspect Unified IP
8.6
Avaya OneCloud CCaaS
8.3
Historical reporting
Aspect Unified IP
7.4
Avaya OneCloud CCaaS
8.5
Live reporting
Aspect Unified IP
7.4
Avaya OneCloud CCaaS
8.5
Customer surveys
Aspect Unified IP
8.6
Avaya OneCloud CCaaS
8.5
Customer interaction analytics
Aspect Unified IP
9.1
Avaya OneCloud CCaaS
8.5

Pros

Aspect Unified IP

  • When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
  • The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
  • You can count on several telephone lines that will be centralized in the appearance system.
  • The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.
Jose Raul Faria | 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

Aspect Unified IP

  • It needs build-in seamlessness of Channel - Omni channel is still not available
  • Aspect services are costly
  • Need to add AIML in Aspect
Bhosale Deepak | 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

Likelihood to Renew

Aspect Unified IP

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

Aspect Unified IP

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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.7
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

Aspect Unified IP

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda | 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

Aspect Unified IP

  • My financial control has been much more controlled.
  • I identify in my indicators everything that has changed before and after having the service.
  • The results obtained can be appreciated just by checking my profits.
  • The objectives set according to this application and the annual cost is being adequate.
Jose Raul Faria | 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

Pricing Details

Aspect Unified IP

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?
No

Rating Summary

Likelihood to Recommend

Aspect Unified IP
8.5
Avaya OneCloud CCaaS
7.6

Likelihood to Renew

Aspect Unified IP
Avaya OneCloud CCaaS
8.0

Usability

Aspect Unified IP
Avaya OneCloud CCaaS
8.0

Reliability and Availability

Aspect Unified IP
Avaya OneCloud CCaaS
7.0

Performance

Aspect Unified IP
Avaya OneCloud CCaaS
10.0

Support Rating

Aspect Unified IP
Avaya OneCloud CCaaS
7.7

Implementation Rating

Aspect Unified IP
Avaya OneCloud CCaaS
9.1

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