What users are saying about
128 Ratings
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Score 7 out of 100
17 Ratings
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Score 8.3 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

Mitel Applications Suite

Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.6
Mitel Applications Suite
Agent dashboard
Avaya OneCloud CCaaS
9.2
Mitel Applications Suite
Validate callers
Avaya OneCloud CCaaS
8.5
Mitel Applications Suite
Outbound response
Avaya OneCloud CCaaS
8.7
Mitel Applications Suite
Call forwarding
Avaya OneCloud CCaaS
8.8
Mitel Applications Suite
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
Mitel Applications Suite
Warm transfer
Avaya OneCloud CCaaS
8.7
Mitel Applications Suite
Predictive dialing
Avaya OneCloud CCaaS
7.8
Mitel Applications Suite
Interactive voice response
Avaya OneCloud CCaaS
9.2
Mitel Applications Suite
REST APIs
Avaya OneCloud CCaaS
8.0
Mitel Applications Suite
Call scripts
Avaya OneCloud CCaaS
8.6
Mitel Applications Suite
Call tracking
Avaya OneCloud CCaaS
8.9
Mitel Applications Suite
Multichannel integration
Avaya OneCloud CCaaS
8.6
Mitel Applications Suite
CRM software integration
Avaya OneCloud CCaaS
8.5
Mitel Applications Suite

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.8
Mitel Applications Suite
Inbound call routing
Avaya OneCloud CCaaS
8.5
Mitel Applications Suite
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.7
Mitel Applications Suite
Recording
Avaya OneCloud CCaaS
8.9
Mitel Applications Suite
Quality management
Avaya OneCloud CCaaS
9.0
Mitel Applications Suite
Call analytics
Avaya OneCloud CCaaS
8.9
Mitel Applications Suite
Historical reporting
Avaya OneCloud CCaaS
9.3
Mitel Applications Suite
Live reporting
Avaya OneCloud CCaaS
8.7
Mitel Applications Suite
Customer surveys
Avaya OneCloud CCaaS
8.7
Mitel Applications Suite
Customer interaction analytics
Avaya OneCloud CCaaS
8.6
Mitel Applications Suite

Cloud PBX

Avaya OneCloud CCaaS
Mitel Applications Suite
8.2
Hosted PBX
Avaya OneCloud CCaaS
Mitel Applications Suite
8.2
Multi-level Interactive Voice Response (IVR)
Avaya OneCloud CCaaS
Mitel Applications Suite
8.4
User templates
Avaya OneCloud CCaaS
Mitel Applications Suite
8.0
Call reports
Avaya OneCloud CCaaS
Mitel Applications Suite
7.3
Directory of employee names
Avaya OneCloud CCaaS
Mitel Applications Suite
9.3

Call Management

Avaya OneCloud CCaaS
Mitel Applications Suite
9.2
Answering rules
Avaya OneCloud CCaaS
Mitel Applications Suite
9.5
Call recording
Avaya OneCloud CCaaS
Mitel Applications Suite
9.3
Call park
Avaya OneCloud CCaaS
Mitel Applications Suite
8.9
Call screening
Avaya OneCloud CCaaS
Mitel Applications Suite
9.2
Message alerts
Avaya OneCloud CCaaS
Mitel Applications Suite
9.0

VoIP system collaboration

Avaya OneCloud CCaaS
Mitel Applications Suite
9.2
Video conferencing
Avaya OneCloud CCaaS
Mitel Applications Suite
8.8
Audio conferencing
Avaya OneCloud CCaaS
Mitel Applications Suite
8.5
Video screen sharing
Avaya OneCloud CCaaS
Mitel Applications Suite
9.4
Instant messaging
Avaya OneCloud CCaaS
Mitel Applications Suite
10.0

Mobile apps

Avaya OneCloud CCaaS
Mitel Applications Suite
8.9
Mobile app for iOS
Avaya OneCloud CCaaS
Mitel Applications Suite
9.2
Mobile app for Android
Avaya OneCloud CCaaS
Mitel Applications Suite
8.5

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

Mitel Applications Suite

  • Call reporting
  • Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
  • Integrated with our email system.
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

Mitel Applications Suite

  • It would be nice if they had more documentation on how to do things within the system that was easier to find.
  • The software has so many features that it can be overwhelming.
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

Mitel Applications Suite

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

Mitel Applications Suite

No score
No answers yet
No answers on this topic

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

Mitel Applications Suite

Mitel Applications Suite 8.8
Based on 4 answers
Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.
Steve Davis | 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

Mitel Applications Suite

In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management
Kenneth Harrington-Colon | 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

Mitel Applications Suite

  • Efficient, easy to use conference system for better communication
  • Useful mobile app to allow employee presence while out of office.
  • Global directory removed the need for employees to maintain one.
Anonymous | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Mitel Applications Suite

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
8.4
Mitel Applications Suite
8.7

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Mitel Applications Suite

Usability

Avaya OneCloud CCaaS
8.0
Mitel Applications Suite

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Mitel Applications Suite

Performance

Avaya OneCloud CCaaS
10.0
Mitel Applications Suite

Support Rating

Avaya OneCloud CCaaS
7.8
Mitel Applications Suite
8.8

Implementation Rating

Avaya OneCloud CCaaS
9.1
Mitel Applications Suite

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