What users are saying about
Top Rated
161 Ratings
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Score 7.8 out of 100
3 Ratings
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Score 9 out of 100

Feature Set Ratings

  • Call Center Studio ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%
9.5

Call Center Studio

95%
Call Center Studio ranks higher in 11/13 features

Agent dashboard

9.1
91%
25 Ratings
8.2
82%
2 Ratings

Validate callers

9.2
92%
24 Ratings
9.0
90%
1 Rating

Outbound response

9.0
90%
24 Ratings
9.4
94%
2 Ratings

Call forwarding

9.3
93%
26 Ratings
10.0
100%
2 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
10.0
100%
1 Rating

Warm transfer

8.9
89%
25 Ratings
9.0
90%
1 Rating

Predictive dialing

8.5
85%
21 Ratings
10.0
100%
2 Ratings

Interactive voice response

8.8
88%
21 Ratings
9.4
94%
2 Ratings

REST APIs

9.1
91%
20 Ratings
9.4
94%
2 Ratings

Call scripts

9.2
92%
22 Ratings
10.0
100%
2 Ratings

Call tracking

9.3
93%
25 Ratings
10.0
100%
2 Ratings

Multichannel integration

8.9
89%
24 Ratings
10.0
100%
2 Ratings

CRM software integration

9.2
92%
23 Ratings
9.4
94%
2 Ratings

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
9.6

Call Center Studio

96%
Call Center Studio ranks higher in 9/9 features

Inbound call routing

9.3
93%
27 Ratings
9.4
94%
2 Ratings

Omnichannel inbound routing

9.2
92%
25 Ratings
10.0
100%
1 Rating

Recording

8.8
88%
25 Ratings
10.0
100%
2 Ratings

Quality management

8.9
89%
25 Ratings
9.4
94%
2 Ratings

Call analytics

8.9
89%
25 Ratings
9.4
94%
2 Ratings

Historical reporting

8.7
87%
25 Ratings
10.0
100%
2 Ratings

Live reporting

9.1
91%
25 Ratings
9.4
94%
2 Ratings

Customer surveys

9.0
90%
23 Ratings
9.4
94%
2 Ratings

Customer interaction analytics

8.9
89%
23 Ratings
9.4
94%
2 Ratings

Attribute Ratings

  • Call Center Studio is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.4

Avaya OneCloud CCaaS

84%
44 Ratings
9.4

Call Center Studio

94%
2 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings

Call Center Studio

N/A
0 Ratings

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings

Call Center Studio

N/A
0 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings

Call Center Studio

N/A
0 Ratings

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings

Call Center Studio

N/A
0 Ratings

Support Rating

6.2

Avaya OneCloud CCaaS

62%
6 Ratings

Call Center Studio

N/A
0 Ratings

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings

Call Center Studio

N/A
0 Ratings

Likelihood to Recommend

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

Call Center Studio

+ We need to have make a unique survey implemantation. Like we had many surveys after the call and wanted distrubute randomly since they have such a good technical knowledge, we solved many technical obstacles in couple of days and implemented our survey. - I would like to see the dashboard pinned on my agents desktops.
Cigdem Kizilkaya | TrustRadius Reviewer

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

Call Center Studio

  • It has many important functions, such as call management, which allows me to know the calls on hold, incoming calls, time of the call, waiting time of the calls, this way I can have more control of how much time I invest to each client.
  • The function of recording calls is also very important to know my performance with the client and improve in the future.
  • It integrates very well with other applications such as Skype and Salesforce, which are the ones I use.
Andres Pirela Loyo | 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

Call Center Studio

  • Dashboards can not be pin to the screen.
Cigdem Kizilkaya | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Starting Price

$48 per month

Call Center Studio

General

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

Starting Price

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

Call Center Studio

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

Call Center Studio

No score
No answers yet
No answers on this topic

Support Rating

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

Call Center Studio

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Call Center Studio

cloud based and more flexible.
Cigdem Kizilkaya | TrustRadius Reviewer

Return on Investment

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

Call Center Studio

  • A tool that has helped me a lot to handle my clients in a faster, more personal and diligent way, being able to increase my sales margins in a short time. The way this program showed me my mistakes, was decisive for the growth of my business, because I knew how to solve the problems efficiently.
Andres Pirela Loyo | TrustRadius Reviewer

Screenshots

Avaya OneCloud CCaaS

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