What users are saying about
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162 Ratings

Avaya OneCloud CCaaS

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162 Ratings
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Score 7.7 out of 100
11 Ratings
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Score 6.1 out of 100

Likelihood to Recommend

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

Calabrio Teleopti WFM

Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

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

Calabrio Teleopti WFM

  • Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
  • Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
  • User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
  • The installation and onboarding process was pretty smooth considering other launches we've had.
Clinton Verley | TrustRadius Reviewer

Cons

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

Calabrio Teleopti WFM

  • Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
  • I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
Kayla Gillespie | TrustRadius Reviewer

Likelihood to Renew

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

Calabrio Teleopti WFM

No score
No answers yet
No answers on this topic

Usability

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

Calabrio Teleopti WFM

No score
No answers yet
No answers on this topic

Support Rating

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

Calabrio Teleopti WFM

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Calabrio Teleopti WFM

We previously used Wisdom WFM, but it didn't accomplish nearly as much as Teleopti WFM has for us.
Anonymous | TrustRadius Reviewer

Return on Investment

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

Calabrio Teleopti WFM

  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
Clinton Verley | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Calabrio Teleopti WFM

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
8.3
Calabrio Teleopti WFM
7.8

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Calabrio Teleopti WFM

Usability

Avaya OneCloud CCaaS
8.0
Calabrio Teleopti WFM

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Calabrio Teleopti WFM

Performance

Avaya OneCloud CCaaS
10.0
Calabrio Teleopti WFM

Support Rating

Avaya OneCloud CCaaS
7.4
Calabrio Teleopti WFM

Implementation Rating

Avaya OneCloud CCaaS
9.1
Calabrio Teleopti WFM

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