Avaya OneCloud CCaaS vs Calabrio Teleopti WFM

• 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.

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• 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.

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• 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.

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• 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.

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• 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.

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• 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.

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