What users are saying about
128 Ratings
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Score 7 out of 100
3 Ratings
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Score 8.1 out of 100

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

Cisco Finesse

Cisco Finesse integrates the traditional functions of the contact center and contact management in a simplified client desk to the agents and supervisors of the said center.
Arturo Lopez | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.6
Cisco Finesse
9.1
Agent dashboard
Avaya OneCloud CCaaS
9.2
Cisco Finesse
9.0
Validate callers
Avaya OneCloud CCaaS
8.5
Cisco Finesse
9.0
Outbound response
Avaya OneCloud CCaaS
8.7
Cisco Finesse
9.0
Call forwarding
Avaya OneCloud CCaaS
8.8
Cisco Finesse
9.0
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
Cisco Finesse
8.0
Warm transfer
Avaya OneCloud CCaaS
8.7
Cisco Finesse
8.0
Predictive dialing
Avaya OneCloud CCaaS
7.8
Cisco Finesse
8.0
Interactive voice response
Avaya OneCloud CCaaS
9.2
Cisco Finesse
10.0
REST APIs
Avaya OneCloud CCaaS
8.0
Cisco Finesse
10.0
Call scripts
Avaya OneCloud CCaaS
8.6
Cisco Finesse
10.0
Call tracking
Avaya OneCloud CCaaS
8.9
Cisco Finesse
10.0
Multichannel integration
Avaya OneCloud CCaaS
8.6
Cisco Finesse
8.0
CRM software integration
Avaya OneCloud CCaaS
8.5
Cisco Finesse
10.0

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.8
Cisco Finesse
9.3
Inbound call routing
Avaya OneCloud CCaaS
8.5
Cisco Finesse
10.0
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.7
Cisco Finesse
8.0
Recording
Avaya OneCloud CCaaS
8.9
Cisco Finesse
10.0
Quality management
Avaya OneCloud CCaaS
9.0
Cisco Finesse
10.0
Call analytics
Avaya OneCloud CCaaS
8.9
Cisco Finesse
10.0
Historical reporting
Avaya OneCloud CCaaS
9.3
Cisco Finesse
8.0
Live reporting
Avaya OneCloud CCaaS
8.7
Cisco Finesse
9.0
Customer surveys
Avaya OneCloud CCaaS
8.7
Cisco Finesse
10.0
Customer interaction analytics
Avaya OneCloud CCaaS
8.6
Cisco Finesse
9.0

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

Cisco Finesse

  • Multifunctional.
  • Intuitive tool.
Arturo Lopez | 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

Cisco Finesse

  • Integration with third-party applications could be better.
  • Integration with mobile application.
Arturo Lopez | 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

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.
Michelle VanderBand | TrustRadius Reviewer

Cisco Finesse

No score
No answers yet
No answers on this topic

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.8
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

Cisco Finesse

Cisco Finesse 10.0
Based on 1 answer
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Arturo Lopez | TrustRadius Reviewer

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

Cisco Finesse

We have all of these working in collaboration, and Finesse integration was the necessary application for the registration of our agents
Arturo Lopez | 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

Cisco Finesse

  • Quality and effectiveness.
  • Utility.
Arturo Lopez | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Cisco Finesse

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
8.4
Cisco Finesse
9.0

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Cisco Finesse

Usability

Avaya OneCloud CCaaS
8.0
Cisco Finesse

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Cisco Finesse

Performance

Avaya OneCloud CCaaS
10.0
Cisco Finesse

Support Rating

Avaya OneCloud CCaaS
7.8
Cisco Finesse
10.0

Implementation Rating

Avaya OneCloud CCaaS
9.1
Cisco Finesse

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