134 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7 out of 100
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.2 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

Enghouse Interactive Contact Centers

This solution checks a lot of our boxes for session management and activity monitoring, but ongoing server and failover struggles remain a detractor for our team's use.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
Enghouse Interactive Contact Centers
6.8
Agent dashboard
Avaya OneCloud CCaaS
8.6
Enghouse Interactive Contact Centers
8.0
Validate callers
Avaya OneCloud CCaaS
8.1
Enghouse Interactive Contact Centers
7.0
Outbound response
Avaya OneCloud CCaaS
8.9
Enghouse Interactive Contact Centers
8.0
Call forwarding
Avaya OneCloud CCaaS
8.8
Enghouse Interactive Contact Centers
6.0
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
Enghouse Interactive Contact Centers
Warm transfer
Avaya OneCloud CCaaS
8.8
Enghouse Interactive Contact Centers
4.0
Predictive dialing
Avaya OneCloud CCaaS
7.1
Enghouse Interactive Contact Centers
7.0
Interactive voice response
Avaya OneCloud CCaaS
9.0
Enghouse Interactive Contact Centers
REST APIs
Avaya OneCloud CCaaS
8.3
Enghouse Interactive Contact Centers
Call scripts
Avaya OneCloud CCaaS
8.7
Enghouse Interactive Contact Centers
Call tracking
Avaya OneCloud CCaaS
9.0
Enghouse Interactive Contact Centers
8.0
Multichannel integration
Avaya OneCloud CCaaS
8.4
Enghouse Interactive Contact Centers
6.0
CRM software integration
Avaya OneCloud CCaaS
7.8
Enghouse Interactive Contact Centers

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
Enghouse Interactive Contact Centers
7.4
Inbound call routing
Avaya OneCloud CCaaS
8.1
Enghouse Interactive Contact Centers
6.0
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
Enghouse Interactive Contact Centers
Recording
Avaya OneCloud CCaaS
8.9
Enghouse Interactive Contact Centers
6.0
Quality management
Avaya OneCloud CCaaS
8.8
Enghouse Interactive Contact Centers
Call analytics
Avaya OneCloud CCaaS
8.3
Enghouse Interactive Contact Centers
9.0
Historical reporting
Avaya OneCloud CCaaS
8.5
Enghouse Interactive Contact Centers
9.0
Live reporting
Avaya OneCloud CCaaS
8.5
Enghouse Interactive Contact Centers
Customer surveys
Avaya OneCloud CCaaS
8.5
Enghouse Interactive Contact Centers
7.0
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
Enghouse Interactive Contact Centers

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

Enghouse Interactive Contact Centers

  • 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
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

Enghouse Interactive Contact Centers

  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user
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

Enghouse Interactive Contact Centers

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

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

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

Enghouse Interactive Contact Centers

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

Enghouse Interactive Contact Centers

No answers on this topic

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

Enghouse Interactive Contact Centers

  • 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.
Anonymous | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Enghouse Interactive Contact Centers

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
Enghouse Interactive Contact Centers
7.0

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Enghouse Interactive Contact Centers

Usability

Avaya OneCloud CCaaS
8.0
Enghouse Interactive Contact Centers

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Enghouse Interactive Contact Centers

Performance

Avaya OneCloud CCaaS
10.0
Enghouse Interactive Contact Centers

Support Rating

Avaya OneCloud CCaaS
7.7
Enghouse Interactive Contact Centers

Implementation Rating

Avaya OneCloud CCaaS
9.1
Enghouse Interactive Contact Centers

Add comparison