Avaya OneCloud CCaaS vs Cisco Finesse

Likelihood to Recommend

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

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Aly Hajiani

Business Development Executive | United States Enterprise Sales.

ZycusComputer Software, 501-1000 employees

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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.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Feature Rating Comparison

Avaya OneCloud CCaaS

Cisco Finesse

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Avaya OneCloud CCaaS

Cisco Finesse

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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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Shauna Stermer

Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource

Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees

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Multifunctional.
Intuitive tool.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Cons

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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Alfred Brock

Communications Specialist

Yazaki North & Central AmericaAutomotive, 10,001+ employees

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Integration with third-party applications could be better.
Integration with mobile application.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Likelihood to Renew

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.

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Michelle VanderBand

Business Analyst III

AtosInformation Technology and Services, 10,001+ employees

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No score

No answers yet

No answers on this topic

Usability

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.

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Michelle VanderBand

Business Analyst III

AtosInformation Technology and Services, 10,001+ employees

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No score

No answers yet

No answers on this topic

Support Rating

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.

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Uchenna Ezumezuh

project manager

9mobileTelecommunications, 1001-5000 employees

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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

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Alternatives Considered

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.

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Richard Heller

Sr. Telco Technician

TektivityInformation Technology and Services, 11-50 employees

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

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Return on Investment

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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Verified User

Administrator in Information Technology

Consumer Services Company, 5001-10,000 employees

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Quality and effectiveness.
Utility.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Avaya OneCloud CCaaS

Cisco Finesse

Avaya OneCloud CCaaS

Cisco Finesse

Avaya OneCloud CCaaS

Cisco Finesse

Avaya OneCloud CCaaS

Cisco Finesse

Avaya OneCloud CCaaS

Cisco Finesse

Avaya OneCloud CCaaS

Cisco Finesse

Avaya OneCloud CCaaS

Cisco Finesse

Likelihood to Recommend