What users are saying about
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Top Rated
158 Ratings
Top Rated
200 Ratings

Avaya OneCloud CCaaS

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Top Rated
158 Ratings
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Score 7.8 out of 100
Top Rated
200 Ratings
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Score 8.2 out of 100

Feature Set Ratings

    Contact Center Software

    9.0

    Avaya OneCloud CCaaS

    90%

    Google Voice

    Feature Set Not Supported
    N/A
    Avaya OneCloud CCaaS ranks higher in 13/13 features

    Agent dashboard

    9.1
    91%
    25 Ratings
    N/A
    0 Ratings

    Validate callers

    9.2
    92%
    24 Ratings
    N/A
    0 Ratings

    Outbound response

    9.0
    90%
    24 Ratings
    N/A
    0 Ratings

    Call forwarding

    9.3
    93%
    26 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.8
    88%
    21 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.9
    89%
    25 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.4
    84%
    21 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.8
    88%
    21 Ratings
    N/A
    0 Ratings

    REST APIs

    9.0
    90%
    20 Ratings
    N/A
    0 Ratings

    Call scripts

    9.2
    92%
    22 Ratings
    N/A
    0 Ratings

    Call tracking

    9.3
    93%
    25 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.9
    89%
    24 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.2
    92%
    23 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.0

    Avaya OneCloud CCaaS

    90%

    Google Voice

    Feature Set Not Supported
    N/A
    Avaya OneCloud CCaaS ranks higher in 9/9 features

    Inbound call routing

    9.3
    93%
    27 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.2
    92%
    25 Ratings
    N/A
    0 Ratings

    Recording

    8.8
    88%
    25 Ratings
    N/A
    0 Ratings

    Quality management

    8.9
    89%
    25 Ratings
    N/A
    0 Ratings

    Call analytics

    8.9
    89%
    25 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.7
    87%
    25 Ratings
    N/A
    0 Ratings

    Live reporting

    9.1
    91%
    25 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.0
    90%
    23 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.9
    89%
    23 Ratings
    N/A
    0 Ratings

    Cloud PBX

    Avaya OneCloud CCaaS

    Feature Set Not Supported
    N/A
    7.5

    Google Voice

    75%
    Google Voice ranks higher in 5/5 features

    Hosted PBX

    N/A
    0 Ratings
    8.4
    84%
    23 Ratings

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    7.2
    72%
    26 Ratings

    User templates

    N/A
    0 Ratings
    6.4
    64%
    18 Ratings

    Call reports

    N/A
    0 Ratings
    7.2
    72%
    42 Ratings

    Directory of employee names

    N/A
    0 Ratings
    8.2
    82%
    24 Ratings

    Call Management

    Avaya OneCloud CCaaS

    Feature Set Not Supported
    N/A
    8.0

    Google Voice

    80%
    Google Voice ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    6.9
    69%
    43 Ratings

    Call recording

    N/A
    0 Ratings
    8.6
    86%
    50 Ratings

    Call park

    N/A
    0 Ratings
    7.3
    73%
    22 Ratings

    Call screening

    N/A
    0 Ratings
    8.3
    83%
    59 Ratings

    Message alerts

    N/A
    0 Ratings
    8.9
    89%
    61 Ratings

    VoIP system collaboration

    Avaya OneCloud CCaaS

    Feature Set Not Supported
    N/A
    8.4

    Google Voice

    84%
    Google Voice ranks higher in 4/4 features

    Video conferencing

    N/A
    0 Ratings
    7.9
    79%
    20 Ratings

    Audio conferencing

    N/A
    0 Ratings
    8.9
    89%
    37 Ratings

    Video screen sharing

    N/A
    0 Ratings
    7.4
    74%
    13 Ratings

    Instant messaging

    N/A
    0 Ratings
    9.3
    93%
    26 Ratings

    Mobile apps

    Avaya OneCloud CCaaS

    Feature Set Not Supported
    N/A
    9.0

    Google Voice

    90%
    Google Voice ranks higher in 2/2 features

    Mobile app for iOS

    N/A
    0 Ratings
    9.1
    91%
    42 Ratings

    Mobile app for Android

    N/A
    0 Ratings
    8.9
    89%
    48 Ratings

    Attribute Ratings

    • Google Voice is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Implementation Rating

    Likelihood to Recommend

    8.4

    Avaya OneCloud CCaaS

    84%
    44 Ratings
    8.8

    Google Voice

    88%
    69 Ratings

    Likelihood to Renew

    8.0

    Avaya OneCloud CCaaS

    80%
    13 Ratings
    9.3

    Google Voice

    93%
    7 Ratings

    Usability

    8.0

    Avaya OneCloud CCaaS

    80%
    6 Ratings
    9.0

    Google Voice

    90%
    9 Ratings

    Availability

    7.0

    Avaya OneCloud CCaaS

    70%
    2 Ratings

    Google Voice

    N/A
    0 Ratings

    Performance

    10.0

    Avaya OneCloud CCaaS

    100%
    2 Ratings

    Google Voice

    N/A
    0 Ratings

    Support Rating

    6.3

    Avaya OneCloud CCaaS

    63%
    6 Ratings
    6.9

    Google Voice

    69%
    69 Ratings

    Implementation Rating

    9.1

    Avaya OneCloud CCaaS

    91%
    6 Ratings
    10.0

    Google Voice

    100%
    4 Ratings

    Contract Terms and Pricing Model

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    7.0

    Google Voice

    70%
    1 Rating

    Professional Services

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    7.0

    Google Voice

    70%
    1 Rating

    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

    Google Voice

    [Google Voice is] great if you have a workforce that needs to make calls for business purposes from their personal mobile device, while keeping their personal phone number private. If you have a large company with its own telecom system, it probably won't be necessary if employees already have their own landlines or separate work phones.
    Anonymous | TrustRadius Reviewer

    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

    Google Voice

    • Google Voice has been great for setting up additional phone lines and numbers.
    • The voicemail inbox is a great feature and you can see when messages come in online and listen to the messages from your computer.
    • Google Voice allows us to have multiple phone numbers and lines for specific business purposes.
    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

    Google Voice

    • I think there is room to improve with regards to call forwarding.
    • I wish there were a concise way to know if the call was to your Google Voice number or your personal number before answering the call.
    • when I add a contact to my account on the web it doesn't seem to sync with my phone even though the same email address is logged in.
    Ben Caplan | 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

    $48 per month

    Avaya OneCloud CCaaS Editions & Modules

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

    Google Voice

    General

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

    Starting Price

    $10 per user/per month

    Google Voice Editions & Modules

    Edition
    Starter$101
    Standard$201
    Premier$301
    1. per user/per month
    Additional Pricing Details

    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

    Google Voice

    Google Voice 9.3
    Based on 7 answers
    It's user friendly, how to use it is self explanatory, they support all their own options while someone like Phone Booth uses a third party. I can cancel Google Voice anytime and I choose how much I spend with Google Voice
    Karrie Newton | 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

    Google Voice

    Google Voice 9.0
    Based on 9 answers
    I haven't had problems with dropped calls, bad reception, lost recordings - everything works the way it should. The iOS app is easy to use, and the process is easy to explain to other people. It's also the cheapest way I've found to call internationally - I've used it to interview people from London and Austraila.
    Rob Gokee | TrustRadius Reviewer

    Support Rating

    Avaya OneCloud CCaaS

    Avaya OneCloud CCaaS 6.3
    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

    Google Voice

    Google Voice 6.9
    Based on 69 answers
    They do not offer support unless you have the Business account for Google Voice under G Suite. This is tough, because Google doesn't really have a customer support team for this service, so when it gets shut down for a few hours, we have no choice but to wait it out. But this doesn't happen that often, which is great.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    Avaya OneCloud CCaaS

    Avaya OneCloud CCaaS 9.1
    Based on 6 answers
    No answer on this topic is available.

    Google Voice

    Google Voice 10.0
    Based on 4 answers
    It is a pretty seamless program to transfer to, even for people who either have little experience with these programs or people who were stuck on Skype
    Reita Silvis | 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

    Google Voice

    The integrations of Google Voice with all our devices are flawless, Android, iOS, Windows, Linux and Mac. Also, the call performance is far superior on wifi as well as on mobile data. With Skype, we had several problems with personal accounts, performance issues, and in general, it felt awkward to use it.
    Anonymous | TrustRadius Reviewer

    Contract Terms and Pricing Model

    Avaya OneCloud CCaaS

    No score
    No answers yet
    No answers on this topic

    Google Voice

    Google Voice 7.0
    Based on 1 answer
    Google Voice should be also be use to those who have difficulty in speaking English.So the contract term will need to be a little strict as Google Voice is used in navigations as the part of GPRS navigation is personal.The private data need to be in control much more securely and safely.
    Arkadip Kundu | TrustRadius Reviewer

    Professional Services

    Avaya OneCloud CCaaS

    No score
    No answers yet
    No answers on this topic

    Google Voice

    Google Voice 7.0
    Based on 1 answer
    It help to connect with the products that we use as a part.We need to get in touch with our professional world.It is like a tool that helps us to get in touch with everything from A to Z in our professional careers.So we need to be in touch with everything as linearly as the jpb can be done.
    Arkadip Kundu | 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

    Google Voice

    • Cost for Google Voice is stellar, starting at $10/mo per user.
    • While it doesn't offer a new Audio/Video conferencing solution it does integrate with GSuite so it makes use of Google Calendar and Hangouts/ Google Meet.
    • Gets the employee's to use their company phone numbers more as texting is easy and deployment is simple.
    • The cell phone app is reliable and easy to deploy.
    Sam Shearin | TrustRadius Reviewer

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