What users are saying about
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Top Rated
153 Ratings
24 Ratings

Avaya OneCloud CCaaS

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Top Rated
153 Ratings
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Score 7.7 out of 100
24 Ratings
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Score 8.1 out of 100

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

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

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
Aly Hajiani | TrustRadius Reviewer

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.
Sara Estevez | 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

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...]
Anonymous | 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

  • 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.
Sara Estevez | 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

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.
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 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.
Uchenna Ezumezuh | TrustRadius Reviewer

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
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 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.
Dominic Farrow | 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

  • 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.
Anonymous | TrustRadius Reviewer

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