What users are saying about
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Top Rated
140 Ratings
Top Rated
161 Ratings
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Score 7.9 out of 100

IBM Watson Assistant

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Top Rated
140 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Contact Center Software

    9.0

    Avaya OneCloud CCaaS

    90%

    IBM Watson Assistant

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

    Agent dashboard

    9.2
    92%
    26 Ratings
    N/A
    0 Ratings

    Validate callers

    9.2
    92%
    25 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%
    26 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.5
    85%
    21 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.8
    88%
    21 Ratings
    N/A
    0 Ratings

    REST APIs

    9.1
    91%
    20 Ratings
    N/A
    0 Ratings

    Call scripts

    9.3
    93%
    22 Ratings
    N/A
    0 Ratings

    Call tracking

    9.3
    93%
    25 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.9
    89%
    25 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%

    IBM Watson Assistant

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

    Inbound call routing

    9.4
    94%
    28 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.2
    92%
    26 Ratings
    N/A
    0 Ratings

    Recording

    8.8
    88%
    26 Ratings
    N/A
    0 Ratings

    Quality management

    8.9
    89%
    26 Ratings
    N/A
    0 Ratings

    Call analytics

    8.9
    89%
    26 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.7
    87%
    26 Ratings
    N/A
    0 Ratings

    Live reporting

    9.1
    91%
    26 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

    Attribute Ratings

    • Avaya OneCloud CCaaS is rated higher in 1 area: Implementation Rating
    • IBM Watson Assistant is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    8.5

    Avaya OneCloud CCaaS

    85%
    45 Ratings
    8.6

    IBM Watson Assistant

    86%
    76 Ratings

    Likelihood to Renew

    8.0

    Avaya OneCloud CCaaS

    80%
    13 Ratings
    8.5

    IBM Watson Assistant

    85%
    4 Ratings

    Usability

    8.0

    Avaya OneCloud CCaaS

    80%
    6 Ratings
    8.8

    IBM Watson Assistant

    88%
    63 Ratings

    Availability

    7.0

    Avaya OneCloud CCaaS

    70%
    2 Ratings

    IBM Watson Assistant

    N/A
    0 Ratings

    Performance

    10.0

    Avaya OneCloud CCaaS

    100%
    2 Ratings

    IBM Watson Assistant

    N/A
    0 Ratings

    Support Rating

    6.1

    Avaya OneCloud CCaaS

    61%
    6 Ratings
    8.8

    IBM Watson Assistant

    88%
    15 Ratings

    Online Training

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    7.3

    IBM Watson Assistant

    73%
    1 Rating

    Implementation Rating

    9.1

    Avaya OneCloud CCaaS

    91%
    6 Ratings
    7.3

    IBM Watson Assistant

    73%
    1 Rating

    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

    IBM

    It is very well suited for situations, where customer care needs some assistance in order to handle requests more efficiently. It reduces the workload of customer care by almost half and I feel that sometimes it also helps people in navigating through the website. It may be buggy sometimes, but I don't blame the software, since it is still new and they are working on it. All in all, it Is a really good assistant and helps a lot in answering frequently asked questions.
    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.
    Read full review

    IBM

    • Step by step process integrates well with existing infrastructure.
    • Machine learning and NLP capabilities are second to none.
    • Data implementation and sanitation are easy.
    • Deployment and registration are very simple.
    • The UI and UX are very intuitive.
    • The training material and peer community groups are very helpful.
    Read full review

    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

    IBM

    • We [didn't] find it an easy or user–friendly tool as we [had] to get assistance from another team of our department.
    • It is not a tool that everyone can easily understand and work on. [However,] all those who have experience in handling data analytics can make the maximum out of it.
    • I want the IBM team to [lower] its price as [we need it so that] we have [for] management anyway, but overall as compared to its competitors, it is way more expensive.
    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

      IBM Watson Assistant

      Starting Price

      $0 per month

      Editions & Modules

      IBM Watson Assistant editions and modules pricing
      EditionModules
      Lite01
      Plus1402
      EnterpriseContact for pricing3

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Billing for the use of Watson Assistant is managed through your IBM Cloud® account. The metrics that are used for billing purposes differ based on your plan type. You can be billed based on the number of API calls made to a service instance or on the number of active users who interact with the instance.

      See pricing plans

      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

      IBM

      IBM Watson simply works well for my organisation. We were able to design, build, and deploy a fully integrated chatbot in a matter of months. The basic building blocks (intents, skills, dialogue nodes, integration) are relatively straightforward for a technical developer to work with. The bot now supports retail customers in 3 different countries on both web and app based channels. We plan to further develop the bot to expand the way it interacts with customers through voice to text, and optical character recognition, as well as an improved UI.
      Read full review

      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

      IBM

      Implementing the tool for the first time is quite complex as the tutorials are not very well explained by the team. Hence for first-time users, the jargons are not clear and sometimes it requires users to take external training. Limitation on the flexibility of using it for the other use cases than what is defined and developed by IBM.
      Read full review

      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

      IBM

      We've rarely had to engage support, but they've always been prompt in responding and very attentive. Support experiences have been extremely positive (but we're mostly happy that we just don't have any cause to routinely need support in the first place!).
      Read full review

      Online Training

      Avaya

      No answers on this topic

      IBM

      Excellent course material.
      Read full review

      Implementation Rating

      Avaya

      No answers on this topic

      IBM

      Overall the implementation was simple.
      Read full review

      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

      IBM

      IBM Watson Assistant has helped our organization predict future outcomes. It fully understands our business language and has allowed us to deliver better, more innovative experiences. Their accurate and updated algorithm has helped us solve the more complex problems our organization has faced and allowed us to optimize time spent in our organization.
      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

      IBM

      • 25% increased ROI based on new tactics implemented and effective use of time management
      • about a clean double of the number of organized data points, from not using IBM Watson
      • The price of IBM Watson did take up 40% of our marketing budget
      Read full review

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