What users are saying about
Avaya OneCloud CCaaS
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Top Rated
153 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 153 reviews and ratings
24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 24 reviews and ratings
Feature Set Ratings
- Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
9.0
Avaya OneCloud CCaaS
90%
8.4
Cisco Finesse
84%
Avaya OneCloud CCaaS ranks higher in 13/13 features
Avaya OneCloud CCaaS ranks higher in 13/13 features
Agent dashboard
9.1
91%
25 Ratings
8.4
84%
8 Ratings
Validate callers
9.2
92%
24 Ratings
8.7
87%
7 Ratings
Outbound response
9.0
90%
24 Ratings
7.9
79%
8 Ratings
Call forwarding
9.3
93%
26 Ratings
8.7
87%
7 Ratings
Click-to-call (CTC)
8.8
88%
21 Ratings
8.2
82%
5 Ratings
Warm transfer
8.9
89%
25 Ratings
8.4
84%
6 Ratings
Predictive dialing
8.4
84%
21 Ratings
8.2
82%
6 Ratings
Interactive voice response
8.8
88%
21 Ratings
8.5
85%
5 Ratings
REST APIs
9.0
90%
20 Ratings
8.4
84%
4 Ratings
Call scripts
9.2
92%
22 Ratings
8.0
80%
5 Ratings
Call tracking
9.3
93%
25 Ratings
8.4
84%
8 Ratings
Multichannel integration
8.9
89%
24 Ratings
8.5
85%
5 Ratings
CRM software integration
9.2
92%
23 Ratings
8.5
85%
5 Ratings
Workforce Optimization (WFO)
9.0
Avaya OneCloud CCaaS
90%
8.3
Cisco Finesse
83%
Avaya OneCloud CCaaS ranks higher in 8/9 features
Avaya OneCloud CCaaS ranks higher in 8/9 features
Inbound call routing
9.3
93%
27 Ratings
8.1
81%
8 Ratings
Omnichannel inbound routing
9.2
92%
25 Ratings
7.7
77%
4 Ratings
Recording
8.7
87%
25 Ratings
8.2
82%
7 Ratings
Quality management
8.9
89%
25 Ratings
9.0
90%
6 Ratings
Call analytics
8.9
89%
25 Ratings
8.2
82%
7 Ratings
Historical reporting
8.7
87%
25 Ratings
8.5
85%
7 Ratings
Live reporting
9.1
91%
25 Ratings
8.5
85%
7 Ratings
Customer surveys
9.0
90%
23 Ratings
8.8
88%
6 Ratings
Customer interaction analytics
8.9
89%
23 Ratings
8.0
80%
5 Ratings
Attribute Ratings
- Cisco Finesse is rated higher in 1 area: Support Rating
- Avaya OneCloud CCaaS and Cisco Finesse are tied in 1 area: Likelihood to Recommend
Likelihood to Recommend
8.4
Avaya OneCloud CCaaS
84%
44 Ratings
8.4
Cisco Finesse
84%
8 Ratings
Likelihood to Renew
8.0
Avaya OneCloud CCaaS
80%
13 Ratings
Cisco Finesse
N/A
0 Ratings
Usability
8.0
Avaya OneCloud CCaaS
80%
6 Ratings
Cisco Finesse
N/A
0 Ratings
Availability
7.0
Avaya OneCloud CCaaS
70%
2 Ratings
Cisco Finesse
N/A
0 Ratings
Performance
10.0
Avaya OneCloud CCaaS
100%
2 Ratings
Cisco Finesse
N/A
0 Ratings
Support Rating
6.3
Avaya OneCloud CCaaS
63%
6 Ratings
10.0
Cisco Finesse
100%
2 Ratings
Implementation Rating
9.1
Avaya OneCloud CCaaS
91%
6 Ratings
Cisco Finesse
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
Business Development Executive | United States Enterprise Sales.
ZycusComputer Software, 501-1000 employees
Cisco Finesse
Cisco Finesse offers an exceptional user experience collaboration software that achieves customer satisfaction from the first moment with easy access and a unique customizable interface that offers easy access to multiple assets and information sources allowing the advancement of processes saving time and improving the relationship with the clients helping to guarantee a fast and accurate service. It is a software that allows the interaction with the client in a professional and efficient way with a transparent integration with the Cisco Collaboration portfolio with traditional functions and access to information quickly and safely.
Human Resources Positions
TJX Canada – Winners, Marshalls, HomeSenseRetail, 10,001+ employees
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.
Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees
Cisco Finesse
- Keep detail record of the agent and supervisor activity.
- Help to create agent and give them access to different teams and different skill groups.
- Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...]

Verified User
Engineer in Information Technology
Information Technology & Services Company, 10,001+ employeesCons
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.
Communications Specialist
Yazaki North & Central AmericaAutomotive, 10,001+ employees
Cisco Finesse
- Cisco Finesse is a seamless customer service platform that works with security and precision, a completely online service with fascinating contact center features that require no installation from the customer and the results are still 100% reducing costs with an Improved user experience Chrome, Firefox, and Edge browser support for agents, supervisors and customer service managers, features are flexible and great.
Human Resources Positions
TJX Canada – Winners, Marshalls, HomeSenseRetail, 10,001+ employees
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
Cisco Finesse
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Cisco Finesse
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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Cisco Finesse
No score
No answers yet
No answers on this topic
Support Rating
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 6.3
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.
project manager
9mobileTelecommunications, 1001-5000 employees
Cisco Finesse
Cisco Finesse 10.0
Based on 2 answers
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Ingeniero
Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees
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.
Sr. Telco Technician
TektivityInformation Technology and Services, 11-50 employees
Cisco Finesse
We used to use Dialpad and it was a great tool. Since switching to Cisco Finesse, we have had no issues with call forwarding, call transfers, or holding. We no longer experience any issues with our callers in the queue or any issues with call playback for quality assurance. Cisco Finesse has made things much easier around the office.
Graphic Designer
BlkmarketDesign, 1-10 employees
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.

Verified User
Administrator in Information Technology
Consumer Services Company, 5001-10,000 employeesCisco Finesse
- Cisco brought us into the modern world of calls and call recording capabilities.
- Cisco's crashes would cripple operations at times.
- Overall functionality for visibility was a vast improvement from Avaya.

Verified User
Contributor in Other
Transportation/Trucking/Railroad Company, 201-500 employees