What users are saying about
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29 Ratings
135 Ratings
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Score 6.8 out of 100

IBM Watson Assistant

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29 Ratings
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Score 8.6 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

IBM Watson Assistant

If the initial configs are done right, IBM Watson Assistant is a very reliable platform that can be used in multiple business used cases / scenarios. The out of the box solution is very robust and can provide most basic functionalities. Testing the platform in a test bed (in a DEV or a UAT environment) is extremely useful to test all different used cases before deploying in Production. The IBM account team is also very helpful in gathering the overall business requirements and working on the UAT / DEV test set up.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
7.9
IBM Watson Assistant
Agent dashboard
Avaya OneCloud CCaaS
8.2
IBM Watson Assistant
Validate callers
Avaya OneCloud CCaaS
7.6
IBM Watson Assistant
Outbound response
Avaya OneCloud CCaaS
8.5
IBM Watson Assistant
Call forwarding
Avaya OneCloud CCaaS
8.4
IBM Watson Assistant
Click-to-call (CTC)
Avaya OneCloud CCaaS
7.9
IBM Watson Assistant
Warm transfer
Avaya OneCloud CCaaS
8.4
IBM Watson Assistant
Predictive dialing
Avaya OneCloud CCaaS
6.2
IBM Watson Assistant
Interactive voice response
Avaya OneCloud CCaaS
8.7
IBM Watson Assistant
REST APIs
Avaya OneCloud CCaaS
7.7
IBM Watson Assistant
Call scripts
Avaya OneCloud CCaaS
8.3
IBM Watson Assistant
Call tracking
Avaya OneCloud CCaaS
8.7
IBM Watson Assistant
Multichannel integration
Avaya OneCloud CCaaS
8.0
IBM Watson Assistant
CRM software integration
Avaya OneCloud CCaaS
6.7
IBM Watson Assistant

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.1
IBM Watson Assistant
Inbound call routing
Avaya OneCloud CCaaS
7.5
IBM Watson Assistant
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.1
IBM Watson Assistant
Recording
Avaya OneCloud CCaaS
8.6
IBM Watson Assistant
Quality management
Avaya OneCloud CCaaS
8.4
IBM Watson Assistant
Call analytics
Avaya OneCloud CCaaS
7.7
IBM Watson Assistant
Historical reporting
Avaya OneCloud CCaaS
8.0
IBM Watson Assistant
Live reporting
Avaya OneCloud CCaaS
8.1
IBM Watson Assistant
Customer surveys
Avaya OneCloud CCaaS
8.0
IBM Watson Assistant
Customer interaction analytics
Avaya OneCloud CCaaS
8.0
IBM Watson Assistant

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

IBM Watson Assistant

  • IBM Watson Services like speech to text, etc. are just some clicks away. You just need to specify some basic details like location etc and the resource will be ready for use.
  • IBM DB2 engine is a fully managed relational database for all your needs.
  • There are a lot of services available from which users can choose what suits his/her needs.
Kapil Bansal | 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

IBM Watson Assistant

  • API v2 is still not very efficient in term of manipulating the conversation. API v1 is way more flexible.
  • There is a limit on the number of skills per IBM Watson Assistant instance, which is causing us trouble creating skills programmatically.
  • We are unable to use our own language model.
Shadi Khalifa | 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

IBM Watson Assistant

IBM Watson Assistant 9.0
Based on 1 answer
The ease of use and scalability options enabled me to provide the above rating.
Chakravarthy SSNTK | 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

IBM Watson Assistant

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

IBM Watson Assistant

IBM Watson Assistant 8.9
Based on 8 answers
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!).
Anonymous | TrustRadius Reviewer

Online Training

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

IBM Watson Assistant

IBM Watson Assistant 10.0
Based on 1 answer
I had attended a one day training, which included the designing of IBM Watson Assistant. However, I am looking to work intensively on exploring the various dimensions and integrations for enhanced customer engagement.
Sridevi Patil | 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

IBM Watson Assistant

IBM Watson Assistant has a competitive cost structure, is easy to integrate with Intercom, and is more scalable as we look to future enhancements such as speech-to-text, document upload/analytics, and natural language processing across multiple languages.IBM technical support / case resolution is good.IBM updates / communication, product enhancements are clearly communicated.
Samir Shah | 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

IBM Watson Assistant

  • It reduced the overall time we were giving to training and testing the model.
  • Even the freshers and trainers can easily work on it because of its interactive environment and uncomplicated design.
  • It lagged more than half the time and frustrated the engineers.
Shivam Sharma | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

IBM Watson Assistant

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.1
IBM Watson Assistant
8.8

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
IBM Watson Assistant
9.0

Usability

Avaya OneCloud CCaaS
8.0
IBM Watson Assistant

Reliability and Availability

Avaya OneCloud CCaaS
7.0
IBM Watson Assistant

Performance

Avaya OneCloud CCaaS
10.0
IBM Watson Assistant

Support Rating

Avaya OneCloud CCaaS
7.7
IBM Watson Assistant
8.9

Online Training

Avaya OneCloud CCaaS
IBM Watson Assistant
10.0

Implementation Rating

Avaya OneCloud CCaaS
9.1
IBM Watson Assistant

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