Avaya Cloud Office vs Dialpad Talk

• Company's promise of providing Gold Standard of Cloud Five9 availability.
• Very responsive customer support and support directly from Avaya and not Ring Central.
• Great Nvidia AI partnership has helped in reducing background noise on meeting calls, has improved backgrounds used in a meeting call, and also the claimed feature of non responsive participant's blurring works okay.
• One umbrella solution for all the needs of a small customer like voice, video, chat, etc.

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• Manages the calls that need to be returned.
• Sends a recording of the voicemail to the correct email so an agent can review it and call back.
• Allows you to transfer to a certain agent if necessary. This is helpful because sometimes certain agents deal with certain callers because they know the caller’s history and needs better.

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• Application support is abysmal. Very slow to respond.
• Account management is terrible. Infrequently respond to issues, and do not follow up on concerns. No escalation path was provided or used.
• The desktop application is very resource heavy and will lead to choppy communications, and frustrating meetings.
• Unifying all the components (messaging, meetings, telephone) is cumbersome and inefficient. Uses up too much screen real estate.
• No notifications are provided when updates to the app are deployed. This causes user issues with new versions, and support is unaware that changes have been made.

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• I would like to see more configuration options with desk phones. Right now, I can add a phone by entering in the device-specific provisioning server and then thats it. I then have the option to remove it. I want more!
• As an admin, Id like to be able to login to each of my users' accounts and make sure settings are correct vs having to walk over to their computers or asking them for their login info.
• Some sort of application self checker. What I mean by this is I have some users using the desktop app, some not using it and some using a combination of both. Since there are multiple options for a user to accomplish the goal of taking calls, it would make sense to me to have the app actively check for all simultaneous instances of Dialpad [Talk] running and make the suggestion to use one or the other or even link you to the place you should be. This may be a unique situation to us as we are using Dialpad [Talk] as an integrated service in our dispatching software.

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• Quick and easy calls so we can provide quick and easy help for users.
• Saves the company from needing IT technicians in these offices because we can just call on the phone or even video on the app.
• negative would be not all the users use Avaya because of other communication methods.

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• Positive- better work/life balance therefore better retention rates and employee happiness
• Positive- smoother correspondence on administrative items by using the chat functions and the ability to use the laptop to make calls while doing other work
• Negative- confusion with number sand some functions that cause time to figure out and therefore disrupt workflow

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