What users are saying about
25 Ratings
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Score 7.9 out of 100
Top Rated
161 Ratings
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Score 7.9 out of 100

Feature Set Ratings

  • Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

Aspect Unified IP

74%
9.0

Avaya OneCloud CCaaS

90%
Avaya OneCloud CCaaS ranks higher in 11/13 features

Agent dashboard

7.0
70%
3 Ratings
9.1
91%
25 Ratings

Validate callers

9.0
90%
3 Ratings
9.2
92%
24 Ratings

Outbound response

8.0
80%
3 Ratings
9.0
90%
24 Ratings

Call forwarding

6.0
60%
3 Ratings
9.3
93%
26 Ratings

Click-to-call (CTC)

9.6
96%
2 Ratings
8.8
88%
21 Ratings

Warm transfer

8.0
80%
3 Ratings
8.9
89%
25 Ratings

Predictive dialing

9.0
90%
3 Ratings
8.5
85%
21 Ratings

Interactive voice response

5.0
50%
3 Ratings
8.8
88%
21 Ratings

REST APIs

8.0
80%
3 Ratings
9.1
91%
20 Ratings

Call scripts

4.0
40%
3 Ratings
9.3
93%
22 Ratings

Call tracking

6.0
60%
3 Ratings
9.3
93%
25 Ratings

Multichannel integration

8.2
82%
2 Ratings
8.9
89%
24 Ratings

CRM software integration

8.0
80%
3 Ratings
9.2
92%
23 Ratings

Workforce Optimization (WFO)

8.5

Aspect Unified IP

85%
9.0

Avaya OneCloud CCaaS

90%
Avaya OneCloud CCaaS ranks higher in 6/9 features

Inbound call routing

9.0
90%
2 Ratings
9.4
94%
27 Ratings

Omnichannel inbound routing

8.1
81%
2 Ratings
9.2
92%
25 Ratings

Recording

9.6
96%
2 Ratings
8.8
88%
25 Ratings

Quality management

9.1
91%
2 Ratings
8.9
89%
25 Ratings

Call analytics

8.6
86%
2 Ratings
8.9
89%
25 Ratings

Historical reporting

7.4
74%
2 Ratings
8.7
87%
25 Ratings

Live reporting

7.4
74%
2 Ratings
9.1
91%
25 Ratings

Customer surveys

8.6
86%
2 Ratings
9.0
90%
23 Ratings

Customer interaction analytics

9.1
91%
2 Ratings
8.9
89%
23 Ratings

Attribute Ratings

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

Likelihood to Recommend

7.0

Aspect Unified IP

70%
4 Ratings
8.4

Avaya OneCloud CCaaS

84%
44 Ratings

Likelihood to Renew

7.0

Aspect Unified IP

70%
1 Rating
8.0

Avaya OneCloud CCaaS

80%
13 Ratings

Usability

Aspect Unified IP

N/A
0 Ratings
8.0

Avaya OneCloud CCaaS

80%
6 Ratings

Availability

Aspect Unified IP

N/A
0 Ratings
7.0

Avaya OneCloud CCaaS

70%
2 Ratings

Performance

Aspect Unified IP

N/A
0 Ratings
10.0

Avaya OneCloud CCaaS

100%
2 Ratings

Support Rating

Aspect Unified IP

N/A
0 Ratings
6.2

Avaya OneCloud CCaaS

62%
6 Ratings

Implementation Rating

Aspect Unified IP

N/A
0 Ratings
9.1

Avaya OneCloud CCaaS

91%
6 Ratings

Likelihood to Recommend

Aspect Unified IP

Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
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

Aspect Unified IP

  • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
  • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
  • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
Joseph Burda | 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

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria | 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

Aspect Unified IP

General

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

Starting Price

Avaya OneCloud CCaaS

General

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

Starting Price

$48 per month

Likelihood to Renew

Aspect Unified IP

Aspect Unified IP 7.0
Based on 1 answer
Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
Anonymous | TrustRadius Reviewer

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 6.2
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

Aspect Unified IP

We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
Bhosale Deepak | 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

  • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
  • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
Joseph Burda | 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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