Top Rated
161 Ratings
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Score 7.9 out of 100
3 Ratings
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Score 8 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%
7.0

Enghouse Interactive Contact Centers

70%
Avaya OneCloud CCaaS ranks higher in 12/13 features

Agent dashboard

9.2
92%
26 Ratings
7.0
70%
2 Ratings

Validate callers

9.2
92%
25 Ratings
6.0
60%
2 Ratings

Outbound response

9.0
90%
24 Ratings
7.0
70%
2 Ratings

Call forwarding

9.3
93%
26 Ratings
9.0
90%
2 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
6.0
60%
1 Rating

Warm transfer

8.9
89%
26 Ratings
7.0
70%
2 Ratings

Predictive dialing

8.5
85%
21 Ratings
6.0
60%
2 Ratings

Interactive voice response

8.8
88%
21 Ratings
9.0
90%
1 Rating

REST APIs

9.1
91%
20 Ratings
6.0
60%
1 Rating

Call scripts

9.3
93%
22 Ratings
6.0
60%
1 Rating

Call tracking

9.3
93%
25 Ratings
8.0
80%
1 Rating

Multichannel integration

8.9
89%
25 Ratings
7.0
70%
2 Ratings

CRM software integration

9.2
92%
23 Ratings
7.0
70%
1 Rating

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
7.4

Enghouse Interactive Contact Centers

74%
Avaya OneCloud CCaaS ranks higher in 9/9 features

Inbound call routing

9.4
94%
28 Ratings
8.0
80%
2 Ratings

Omnichannel inbound routing

9.2
92%
26 Ratings
8.0
80%
1 Rating

Recording

8.8
88%
26 Ratings
6.0
60%
1 Rating

Quality management

8.9
89%
26 Ratings
8.0
80%
1 Rating

Call analytics

8.9
89%
26 Ratings
8.0
80%
2 Ratings

Historical reporting

8.7
87%
26 Ratings
8.0
80%
2 Ratings

Live reporting

9.1
91%
26 Ratings
8.0
80%
1 Rating

Customer surveys

9.0
90%
23 Ratings
6.0
60%
2 Ratings

Customer interaction analytics

8.9
89%
23 Ratings
7.0
70%
1 Rating

Attribute Ratings

  • Avaya OneCloud CCaaS is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.5

Avaya OneCloud CCaaS

85%
45 Ratings
8.0

Enghouse Interactive Contact Centers

80%
2 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings

Enghouse Interactive Contact Centers

N/A
0 Ratings

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings

Enghouse Interactive Contact Centers

N/A
0 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings

Enghouse Interactive Contact Centers

N/A
0 Ratings

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings

Enghouse Interactive Contact Centers

N/A
0 Ratings

Support Rating

6.1

Avaya OneCloud CCaaS

61%
6 Ratings

Enghouse Interactive Contact Centers

N/A
0 Ratings

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings

Enghouse Interactive Contact Centers

N/A
0 Ratings

Likelihood to Recommend

Avaya

CCaaS is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
Read full review

Enghouse

Enghouse Interactive Contact Centers is well suited for organizations with existing Microsoft solutions e.g. Lync/Skype for business infrastructure/Teams, Those who run Busy (1000+ calls/day) OMNI channel contact centres and depend on quality management/Quality assurance. I would say less appropriate for small to medium organizations that do not have existing PABX infrastructure.
Read full review

Pros

Avaya

  • 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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Enghouse

  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics
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Cons

Avaya

  • 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.
Read full review

Enghouse

  • Improve chatbots functionality.
  • Remote working.
  • Modern looking interface.
Read full review

Pricing Details

Avaya OneCloud CCaaS

Starting Price

$48 per month

Editions & Modules

Avaya OneCloud CCaaS editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required

    Additional Details

    Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

    Pricing Info

    Enghouse Interactive Contact Centers

    Starting Price

    Editions & Modules

    Enghouse Interactive Contact Centers editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Avaya

      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.
      Read full review

      Enghouse

      No answers on this topic

      Usability

      Avaya

      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.
      Read full review

      Enghouse

      No answers on this topic

      Support Rating

      Avaya

      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.
      Read full review

      Enghouse

      No answers on this topic

      Alternatives Considered

      Avaya

      Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
      Read full review

      Enghouse

      Enghouse Interactive Contact Centers compared to Zeacom is very powerful in terms of features. The support for integrating with third-party software/hardware is better, and it is much simpler to use because less training is required to upskill the contact center staff. Comes with a lot of documentation and interactive guides/manuals.
      Read full review

      Return on Investment

      Avaya

      • Seamless implementation. If your access to the PSTN is through one of the major carriers, integrating the IP Office is quick, and easy. If you are in a market similar to ours where there are smaller carriers to work with, relying on your local Avaya business partner will allow for that same seamless integration.
      • Users will find the menus on their new phones easy to navigate. It never hurts to have a cheat sheet provided by you installer. The system is very intuitive, even for system administrators.
      • A new system paired with a new circuit contract has the potential for a cost savings that can pay for the new phone system in a 3 year time frame. We have customers that can attest to that!
      Read full review

      Enghouse

      • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
      • The time spent managing server blips and failovers remains a detractor for our teams.
      Read full review

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