What users are saying about
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147 Ratings

Avaya OneCloud CCaaS

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147 Ratings
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Score 7.5 out of 100
56 Ratings
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Score 7.7 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 Webex Support

We use WebEx Support Center in the IT department to support users as well as work with vendors remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 200 employees. Most employees work in one of our offices, but we do have at least 5-10 users who are more frequently remote than they are in the office. It helps us remotely access machines we wouldn't otherwise have access to, due to lack of physical access. It's excellent for troubleshooting access problems from users' personal machines, as well.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
9.1
Cisco Webex Support
Agent dashboard
Avaya OneCloud CCaaS
9.1
Cisco Webex Support
Validate callers
Avaya OneCloud CCaaS
9.1
Cisco Webex Support
Outbound response
Avaya OneCloud CCaaS
9.2
Cisco Webex Support
Call forwarding
Avaya OneCloud CCaaS
9.3
Cisco Webex Support
Click-to-call (CTC)
Avaya OneCloud CCaaS
9.1
Cisco Webex Support
Warm transfer
Avaya OneCloud CCaaS
9.1
Cisco Webex Support
Predictive dialing
Avaya OneCloud CCaaS
8.4
Cisco Webex Support
Interactive voice response
Avaya OneCloud CCaaS
8.8
Cisco Webex Support
REST APIs
Avaya OneCloud CCaaS
8.8
Cisco Webex Support
Call scripts
Avaya OneCloud CCaaS
9.2
Cisco Webex Support
Call tracking
Avaya OneCloud CCaaS
9.4
Cisco Webex Support
Multichannel integration
Avaya OneCloud CCaaS
9.0
Cisco Webex Support
CRM software integration
Avaya OneCloud CCaaS
9.3
Cisco Webex Support

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
9.0
Cisco Webex Support
Inbound call routing
Avaya OneCloud CCaaS
9.1
Cisco Webex Support
Omnichannel inbound routing
Avaya OneCloud CCaaS
9.0
Cisco Webex Support
Recording
Avaya OneCloud CCaaS
8.5
Cisco Webex Support
Quality management
Avaya OneCloud CCaaS
8.9
Cisco Webex Support
Call analytics
Avaya OneCloud CCaaS
8.8
Cisco Webex Support
Historical reporting
Avaya OneCloud CCaaS
9.0
Cisco Webex Support
Live reporting
Avaya OneCloud CCaaS
9.0
Cisco Webex Support
Customer surveys
Avaya OneCloud CCaaS
9.1
Cisco Webex Support
Customer interaction analytics
Avaya OneCloud CCaaS
9.1
Cisco Webex Support

Remote Administration

Avaya OneCloud CCaaS
Cisco Webex Support
6.5
Screen sharing
Avaya OneCloud CCaaS
Cisco Webex Support
7.4
File transfer
Avaya OneCloud CCaaS
Cisco Webex Support
7.7
Instant message
Avaya OneCloud CCaaS
Cisco Webex Support
7.6
Secure remote access with Smart Card authentication
Avaya OneCloud CCaaS
Cisco Webex Support
9.0
Access to sleeping/powered-off computers
Avaya OneCloud CCaaS
Cisco Webex Support
9.3
Over-the-Internet remote session
Avaya OneCloud CCaaS
Cisco Webex Support
7.1
Initiate remote control from mobile
Avaya OneCloud CCaaS
Cisco Webex Support
9.0
Remote management of servers & workstations
Avaya OneCloud CCaaS
Cisco Webex Support
1.7
Remote Active Directory® management
Avaya OneCloud CCaaS
Cisco Webex Support
1.7
Centralized management dashboard
Avaya OneCloud CCaaS
Cisco Webex Support
4.7
Session record
Avaya OneCloud CCaaS
Cisco Webex Support
8.7
Annotations
Avaya OneCloud CCaaS
Cisco Webex Support
6.7
Monitoring and Alerts
Avaya OneCloud CCaaS
Cisco Webex Support
1.7
Multi-platform remote control
Avaya OneCloud CCaaS
Cisco Webex Support
8.1

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 Webex Support

  • Simple Remote Access - WebEx Support Center works with either a permanent install or temporary executable, so you don't have to worry about users being particularly comfortable or knowledgeable about software installation. It also doesn't matter if the user is on an account without admin rights, you can still connect and see what's going on using the temporary executable.
  • Robust Access Options - You can take see the user's screen, take control of their screen, send files, and retrieve files. It's a great tool for troubleshooting issues that users might be experiencing and doesn't depend on them being able to find the files that you need to properly troubleshoot their issues.
  • Great performance - Even when users don't have a particularly great internet connection, you can still typically get good results and help them quickly. You're not going to do it over dial-up (if that even still exists for anyone), but it works acceptably well even over very modest DSL or satellite internet connections.
Kurt Ferguson | 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 Webex Support

  • During initial setups it can be a little confusing.
  • The look and feel is a little rigid. It feels like it is in need of a smoother UI update.
  • When a new user is introduced to webex and they are asked to share their desktop, it maybe a little difficult for the user to navigate to the correct buttons.
Shawn Oudavanh | 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 Webex Support

Cisco Webex Support 9.1
Based on 3 answers
The Enterprise package we purchased (Event Center, Remote Support, Meeting Center, and Training Center) for 100 users is the same annual price as GoToMeeting for 25 users. We will renew as it is a package deal. If it were just WebEx Remote Support, we would not renew at all.
Zak Gunnells | 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 Webex Support

Cisco Webex Support 7.0
Based on 1 answer
Honestly, there are people available. But none of them will help you with your issues. They just keep assigning new service engineers who are often clueless.
Anonymous | TrustRadius Reviewer

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 6.7
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 Webex Support

Cisco Webex Support 2.2
Based on 5 answers
As a user of Cisco Webex Support, I have never had to contact Cisco for technical support as it is a very easy to use tool.
Julio Cesar Lara Favela | 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 Webex Support

I would say that Cisco Webex Support stacks up pretty evenly in capability, but in some regards (video clarity, toll-free access, etc.) they were even better. Where they did provide a better solution for toll-free access on audio bridges, their audio quality was worse for those that wanted to use VoIP for the audio conference bridge.
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 Webex Support

  • WebEx Support Center works pretty excellently for us as we are a small shop. We are experienced and have pretty good skill sets. WebEx Support Center is an excellent product for our use cases with our users and client to troubleshoot issues.
  • WebEx Support Center is more expensive than our previous product MXIE or Logmein. It has a more user-friendly UI, and overall performance is better and reliable.
Anonymous | 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

$82 per month

Cisco Webex Support

General

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

Starting Price

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
8.5
Cisco Webex Support
5.8

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Cisco Webex Support
9.1

Usability

Avaya OneCloud CCaaS
8.0
Cisco Webex Support
7.0

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Cisco Webex Support

Performance

Avaya OneCloud CCaaS
10.0
Cisco Webex Support

Support Rating

Avaya OneCloud CCaaS
6.7
Cisco Webex Support
2.2

Implementation Rating

Avaya OneCloud CCaaS
9.1
Cisco Webex Support

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