What users are saying about
128 Ratings
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Score 7 out of 100
2 Ratings
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Score 8 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

Cloud Call Center

Great tool for those who use Bullhorn and Insightsquared. It is fully integrated to those applications and works well as a phone system. Love the softphone aspect, no need for a handset. Anywhere you have an internet connection and your laptop you can make and receive calls.
Rolf Kramer | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Cloud Call Center

  • Ease of Use
  • Softphones
  • Integration to other applications
Rolf Kramer | 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

Cloud Call Center

  • Softphone UI
  • Ring options
  • Sound integration
Rolf Kramer | 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

Cloud Call Center

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

Cloud Call Center

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

Cloud Call Center

No score
No answers yet
No answers on this topic

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

Cloud Call Center

Cloud Call has better integrations, much better customer service. ShoreTel is a huge and we are a small customer, Cloud Call has treated us as if we are important to them, ShoreTel did not.
Rolf Kramer | 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

Cloud Call Center

  • No physical assets (handsets)
  • Reporting Integration
  • Click to dial functionality
Rolf Kramer | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Cloud Call 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
8.4
Cloud Call Center
9.0

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Cloud Call Center

Usability

Avaya OneCloud CCaaS
8.0
Cloud Call Center

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Cloud Call Center

Performance

Avaya OneCloud CCaaS
10.0
Cloud Call Center

Support Rating

Avaya OneCloud CCaaS
7.8
Cloud Call Center

Implementation Rating

Avaya OneCloud CCaaS
9.1
Cloud Call Center

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