What users are saying about
Top Rated
181 Ratings
128 Ratings
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Score 6.9 out of 100
Top Rated
181 Ratings
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Score 8.5 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

Google Voice

Google Voice is well suited for most businesses I would think on a daily level, but not for a call center type atmosphere. When you have 50 to 100 callers using it and will typical call center attendance issues, paying their per user fee doesn't make sense. If I were a sole proprietor or just a few employees I would use this program above all other and would highly recommend it. But I would not recommend for a call center.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
Google Voice
Agent dashboard
Avaya OneCloud CCaaS
8.6
Google Voice
Validate callers
Avaya OneCloud CCaaS
8.1
Google Voice
Outbound response
Avaya OneCloud CCaaS
8.8
Google Voice
Call forwarding
Avaya OneCloud CCaaS
8.8
Google Voice
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.3
Google Voice
Warm transfer
Avaya OneCloud CCaaS
8.7
Google Voice
Predictive dialing
Avaya OneCloud CCaaS
7.2
Google Voice
Interactive voice response
Avaya OneCloud CCaaS
9.0
Google Voice
REST APIs
Avaya OneCloud CCaaS
8.2
Google Voice
Call scripts
Avaya OneCloud CCaaS
8.7
Google Voice
Call tracking
Avaya OneCloud CCaaS
8.9
Google Voice
Multichannel integration
Avaya OneCloud CCaaS
8.5
Google Voice
CRM software integration
Avaya OneCloud CCaaS
7.8
Google Voice

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
Google Voice
Inbound call routing
Avaya OneCloud CCaaS
8.2
Google Voice
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
Google Voice
Recording
Avaya OneCloud CCaaS
8.9
Google Voice
Quality management
Avaya OneCloud CCaaS
8.8
Google Voice
Call analytics
Avaya OneCloud CCaaS
8.2
Google Voice
Historical reporting
Avaya OneCloud CCaaS
8.5
Google Voice
Live reporting
Avaya OneCloud CCaaS
8.6
Google Voice
Customer surveys
Avaya OneCloud CCaaS
8.5
Google Voice
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
Google Voice

Cloud PBX

Avaya OneCloud CCaaS
Google Voice
7.7
Hosted PBX
Avaya OneCloud CCaaS
Google Voice
7.8
Multi-level Interactive Voice Response (IVR)
Avaya OneCloud CCaaS
Google Voice
7.4
User templates
Avaya OneCloud CCaaS
Google Voice
7.2
Call reports
Avaya OneCloud CCaaS
Google Voice
7.7
Directory of employee names
Avaya OneCloud CCaaS
Google Voice
8.7

Call Management

Avaya OneCloud CCaaS
Google Voice
8.1
Answering rules
Avaya OneCloud CCaaS
Google Voice
7.6
Call recording
Avaya OneCloud CCaaS
Google Voice
8.3
Call park
Avaya OneCloud CCaaS
Google Voice
7.9
Call screening
Avaya OneCloud CCaaS
Google Voice
7.9
Message alerts
Avaya OneCloud CCaaS
Google Voice
8.7

VoIP system collaboration

Avaya OneCloud CCaaS
Google Voice
7.7
Video conferencing
Avaya OneCloud CCaaS
Google Voice
7.3
Audio conferencing
Avaya OneCloud CCaaS
Google Voice
8.0
Video screen sharing
Avaya OneCloud CCaaS
Google Voice
7.2
Instant messaging
Avaya OneCloud CCaaS
Google Voice
8.2

Mobile apps

Avaya OneCloud CCaaS
Google Voice
8.7
Mobile app for iOS
Avaya OneCloud CCaaS
Google Voice
8.8
Mobile app for Android
Avaya OneCloud CCaaS
Google Voice
8.6

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

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 9.2
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 8.9
Based on 8 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 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

Google Voice

Google Voice 7.1
Based on 44 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 3 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

Our old phone service was extremely traditional and under utilized. While we didn't select Google Voice in the end, we are still in search of a phone service that will meet our needs and company communication protocol. Our old phone service was very expensive compared to Google Voice. One of it's main features was video calling which seems irrelevant in today's age with easy access to Zoom.
Kyle Moninger | 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

Pricing Details

Avaya OneCloud CCaaS

General

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

Avaya OneCloud CCaaS Editions & Modules

Additional Pricing Details

Google Voice

General

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

Google Voice Editions & Modules

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.7
Google Voice
8.5

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Google Voice
9.2

Usability

Avaya OneCloud CCaaS
8.0
Google Voice
8.9

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Google Voice

Performance

Avaya OneCloud CCaaS
10.0
Google Voice

Support Rating

Avaya OneCloud CCaaS
7.8
Google Voice
7.1

Implementation Rating

Avaya OneCloud CCaaS
9.1
Google Voice
10.0

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