134 Ratings
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Score 7 out of 100
73 Ratings
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Score 7.4 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 Unified Contact Center

Large and complex customer environments where the call flows integrate with multiple back-end systems within a customer's Data Center are a good fit for UCCE. It also caters well for customers with a widely distributed workforce that are connected via good networking links or have remote workers. Small contact centers with simplistic call flows and no future need for complexity like Biometrics and the like would do better from choosing a contact center such as Contact Centre Express or Webex CC as an example.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
Cisco Unified Contact Center
7.3
Agent dashboard
Avaya OneCloud CCaaS
8.6
Cisco Unified Contact Center
7.4
Validate callers
Avaya OneCloud CCaaS
8.1
Cisco Unified Contact Center
7.8
Outbound response
Avaya OneCloud CCaaS
8.9
Cisco Unified Contact Center
7.2
Call forwarding
Avaya OneCloud CCaaS
8.8
Cisco Unified Contact Center
7.4
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
Cisco Unified Contact Center
7.6
Warm transfer
Avaya OneCloud CCaaS
8.8
Cisco Unified Contact Center
7.5
Predictive dialing
Avaya OneCloud CCaaS
7.1
Cisco Unified Contact Center
6.6
Interactive voice response
Avaya OneCloud CCaaS
9.0
Cisco Unified Contact Center
7.7
REST APIs
Avaya OneCloud CCaaS
8.3
Cisco Unified Contact Center
7.2
Call scripts
Avaya OneCloud CCaaS
8.7
Cisco Unified Contact Center
6.9
Call tracking
Avaya OneCloud CCaaS
9.0
Cisco Unified Contact Center
8.0
Multichannel integration
Avaya OneCloud CCaaS
8.4
Cisco Unified Contact Center
6.8
CRM software integration
Avaya OneCloud CCaaS
7.8
Cisco Unified Contact Center
6.8

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
Cisco Unified Contact Center
7.3
Inbound call routing
Avaya OneCloud CCaaS
8.1
Cisco Unified Contact Center
8.1
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
Cisco Unified Contact Center
7.3
Recording
Avaya OneCloud CCaaS
8.9
Cisco Unified Contact Center
7.0
Quality management
Avaya OneCloud CCaaS
8.8
Cisco Unified Contact Center
7.0
Call analytics
Avaya OneCloud CCaaS
8.3
Cisco Unified Contact Center
7.3
Historical reporting
Avaya OneCloud CCaaS
8.5
Cisco Unified Contact Center
7.7
Live reporting
Avaya OneCloud CCaaS
8.5
Cisco Unified Contact Center
7.2
Customer surveys
Avaya OneCloud CCaaS
8.5
Cisco Unified Contact Center
6.7
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
Cisco Unified Contact Center
7.0

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 Unified Contact Center

  • Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
  • Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
  • The User community is vast, yet tight knit and collaborative spirited.
  • Documentation set is vast
  • Reliable once installed correctly and patched regularly.
James Riley | 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 Unified Contact Center

  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
Anonymous | 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 Unified Contact Center

Cisco Unified Contact Center 9.1
Based on 5 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Anonymous | TrustRadius Reviewer

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 Unified Contact Center

Cisco Unified Contact Center 7.3
Based on 1 answer
Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.
Anonymous | TrustRadius Reviewer

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.7
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 Unified Contact Center

Cisco Unified Contact Center 7.8
Based on 11 answers
For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.
Anonymous | 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 Unified Contact Center

Unified Contact Center proved itself best with end user requirement and also best for integration perspective where we can easily mitigate complex call flow requirements.Technically it is best to understand if our terminology is clear or protocol level knowledge is perfect.Also, if we aim to integrate third party vendors for call recording, call quality management, display, historical reporting it is the best one.
Anonymous | 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 Unified Contact Center

  • I consider that the quality of service and functions are necessary for those who need an agent service.
  • The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
  • Customers are satisfied with all the tools. The platform is complete.
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 Unified Contact Center

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.6
Cisco Unified Contact Center
6.5

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Cisco Unified Contact Center
9.1

Usability

Avaya OneCloud CCaaS
8.0
Cisco Unified Contact Center
7.3

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Cisco Unified Contact Center

Performance

Avaya OneCloud CCaaS
10.0
Cisco Unified Contact Center

Support Rating

Avaya OneCloud CCaaS
7.7
Cisco Unified Contact Center
7.8

Implementation Rating

Avaya OneCloud CCaaS
9.1
Cisco Unified Contact Center

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