Avaya Communications API vs. Webex Connect

The Avaya [One Cloud CPaaS (formerly Zang Cloud)] of course is very well suited for any business purpose where the automated sending or handing of SMS and voice conversations, but specifically being able to use the embedded "Voice Input" functionality allows you to combine Avaya CPaaS with Natural Language and AI with these multi channel inputs which brings the customer experience to another level!

Incentivized

Webex Connect is a necessity for many of our clients, and we have observed that their whole infrastructure is built around it. This proves to be more helpful, when you are working across platforms across multiple apps. Apart from that, managing client onboarding in projects, auto responders, creating channels, creating automated flows, pushing updates to keep them in loop, are some of the features that we use on a daily term. For me, Automation of flows was relatively new, and to see it in action for the first time was an incredibly new experience. Especially the part where I did API integration for our internal chat module.

Incentivized

• IVR
• Text to speech
• API Support

• Automated responses to customers
• Automation of customers onboarding
• Easy integration with existing infrastructure
• Cross OS compatibility
• Flow builder
• Bot manager

Incentivized

• Native high quality speech-to-text and text-to-speech capabilities.
• WebRTC voice, video.
• WhatsApp connectivity.

• A high end application UI suffocates on low end hardware, so a "lite" version should be there
• SDK integration is messy for starters

Incentivized

Avaya OneCloud CPaaS and Spaces Learning make it easy for learners, coaches, and teachers to connect with each other – providing an engaging and effective learning experience. The intuitive user experience, natural collaboration environment, and real-time communications tools empower virtual education that is simple, hybrid, and interactive. Imagine a day-in-the-life of Mark Rowland, a home-based customer service adviser at a large telecommunications company. Mark was recently scheduled for some customer support training, based on identified gaps in his job performance. Mark starts on the “My Classes” screen. The home page for each topic includes a live feed of announcements, learning-related posts, and other activity. The People panel displays a list of all participants and provides an indication of who is currently online. Mark clicks the ‘Join Virtual Classroom’ button to join the next Virtual Coaching Session. Mark meets with a coach and several peers in a live video collaboration environment. Next, Mark clicks the Chat tab and quickly says hi to the group. The coach shares his screen and begins walking the learners through the latest internet connection process for broadband routers. Afterwards, Mark notices that a recording of the session is now available in the Stream.

Avaya OneCloud CPaaS support has been excellent. Specifically:

• Onboarding new users (licensing)
• API integration support
• Client platform support for learners
• Seamless rollout of new features (and documentation)

We have tried many other CPaaS platforms including Twilio, Telnyx, Nexmo, SignalWire and Bandwidth. The Avaya CPaaS has the richest set of available features combined with the most competitive pricing model!

Incentivized

• Time to market
• Improve customer service

• The simplicity of integration of API with multiple messaging apps has increased our reach.
• We ourselves are impressed with Cisco's Webex platform, and are planning to switch to our majority of communication channels to Webex platform applications.

Incentivized