Avaya OneCloud CCaaS
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Top Rated
158 Ratings
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NICE CXone
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Top Rated
752 Ratings
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Avaya OneCloud CCaaS

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Top Rated
158 Ratings
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Score 7.8 out of 100

Based on 158 reviews and ratings

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NICE CXone

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Top Rated
752 Ratings
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Score 8.5 out of 100

Based on 752 reviews and ratings

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Feature Set Ratings

  • Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%
8.3

NICE CXone

83%
Avaya OneCloud CCaaS ranks higher in 13/13 features
Avaya OneCloud CCaaS ranks higher in 13/13 features

Agent dashboard

9.1
91%
25 Ratings
8.5
85%
507 Ratings

Validate callers

9.2
92%
24 Ratings
8.5
85%
432 Ratings

Outbound response

9.0
90%
24 Ratings
8.3
83%
448 Ratings

Call forwarding

9.3
93%
26 Ratings
8.5
85%
405 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
8.7
87%
367 Ratings

Warm transfer

8.9
89%
25 Ratings
8.7
87%
480 Ratings

Predictive dialing

8.4
84%
21 Ratings
7.8
78%
294 Ratings

Interactive voice response

8.8
88%
21 Ratings
8.3
83%
338 Ratings

REST APIs

9.0
90%
20 Ratings
8.0
80%
270 Ratings

Call scripts

9.2
92%
22 Ratings
8.2
82%
286 Ratings

Call tracking

9.3
93%
25 Ratings
8.4
84%
460 Ratings

Multichannel integration

8.9
89%
24 Ratings
8.3
83%
325 Ratings

CRM software integration

9.2
92%
23 Ratings
8.2
82%
329 Ratings

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
8.5

NICE CXone

85%
Avaya OneCloud CCaaS ranks higher in 9/9 features
Avaya OneCloud CCaaS ranks higher in 9/9 features

Inbound call routing

9.3
93%
27 Ratings
8.6
86%
465 Ratings

Omnichannel inbound routing

9.2
92%
25 Ratings
8.5
85%
336 Ratings

Recording

8.8
88%
25 Ratings
8.6
86%
448 Ratings

Quality management

8.9
89%
25 Ratings
8.6
86%
435 Ratings

Call analytics

8.9
89%
25 Ratings
8.6
86%
441 Ratings

Historical reporting

8.7
87%
25 Ratings
8.4
84%
433 Ratings

Live reporting

9.1
91%
25 Ratings
8.6
86%
418 Ratings

Customer surveys

9.0
90%
23 Ratings
8.4
84%
272 Ratings

Customer interaction analytics

8.9
89%
23 Ratings
8.3
83%
285 Ratings

Attribute Ratings

  • Avaya OneCloud CCaaS is rated higher in 4 areas: Likelihood to Renew, Availability, Performance, Implementation Rating
  • NICE CXone is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

8.4

Avaya OneCloud CCaaS

84%
44 Ratings
8.5

NICE CXone

85%
543 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings
6.5

NICE CXone

65%
21 Ratings

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings
8.7

NICE CXone

87%
529 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings
5.5

NICE CXone

55%
7 Ratings

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings
8.1

NICE CXone

81%
7 Ratings

Support Rating

6.3

Avaya OneCloud CCaaS

63%
6 Ratings
7.4

NICE CXone

74%
6 Ratings

In-Person Training

Avaya OneCloud CCaaS

N/A
0 Ratings
5.9

NICE CXone

59%
4 Ratings

Online Training

Avaya OneCloud CCaaS

N/A
0 Ratings
7.8

NICE CXone

78%
5 Ratings

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings
8.1

NICE CXone

81%
9 Ratings

Product Scalability

Avaya OneCloud CCaaS

N/A
0 Ratings
6.5

NICE CXone

65%
7 Ratings

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

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Aly Hajiani | TrustRadius Reviewer
Aly Hajiani
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NICE CXone

Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Shauna Stermer | TrustRadius Reviewer
Shauna Stermer
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NICE CXone

  • Made work from home easy - We just have to login and start calling - No landlines.
  • Easy to extract daily, monthly reports from NICE [CXone] web app.
  • Easy to monitor agents online - who is logged in and who is not.
  • Fast and reliable - Just need internet.

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Charanjeet Singh | TrustRadius Reviewer
Charanjeet Singh
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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.

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Alfred Brock | TrustRadius Reviewer
Alfred Brock
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NICE CXone

  • Occasionally the server will disconnect and we lose phone functionality.
  • Calls get "stuck" in the queue when they don't exist.
  • Can't remove commitments very easily when they are made.
  • Kicks you out after 2 hours. Making it annoying how you have to log back in.

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Anonymous | TrustRadius Reviewer
Verified User
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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

NICE CXone

General

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

Starting Price

—

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.

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Michelle VanderBand | TrustRadius Reviewer
Michelle VanderBand
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NICE CXone

NICE CXone 6.5
Based on 21 answers
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.

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Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
View all 21 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.

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Michelle VanderBand | TrustRadius Reviewer
Michelle VanderBand
View all 6 answers on this topic

NICE CXone

NICE CXone 8.7
Based on 529 answers
In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.

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Loreto Destura | TrustRadius Reviewer
Loreto Destura
View all 529 answers on this topic

Reliability and Availability

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.0
Based on 2 answers
No answer on this topic is available.

NICE CXone

NICE CXone 5.5
Based on 7 answers
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them

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Anonymous | TrustRadius Reviewer
Verified User
View all 7 answers on this topic

Performance

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 10.0
Based on 2 answers
No answer on this topic is available.

NICE CXone

NICE CXone 8.1
Based on 7 answers
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Uchenna Ezumezuh | TrustRadius Reviewer
Uchenna Ezumezuh
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NICE CXone

NICE CXone 7.4
Based on 6 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.

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Kevin Lintner | TrustRadius Reviewer
Kevin Lintner
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In-Person Training

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 5.9
Based on 4 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.

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Anonymous | TrustRadius Reviewer
Verified User
View all 4 answers on this topic

Online Training

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 7.8
Based on 5 answers
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.

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Dailson Laurentino | TrustRadius Reviewer
Dailson Laurentino
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Implementation Rating

Avaya OneCloud CCaaS

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

NICE CXone

NICE CXone 8.1
Based on 9 answers
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.

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Dailson Laurentino | TrustRadius Reviewer
Dailson Laurentino
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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.

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Richard Heller | TrustRadius Reviewer
Richard Heller
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NICE CXone

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.

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Anonymous | TrustRadius Reviewer
Verified User
View all 543 answers on this topic

Scalability

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 6.5
Based on 7 answers
As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.

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Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
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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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 44 answers on this topic

NICE CXone

  • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
  • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
  • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.

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Gordon Ng | TrustRadius Reviewer
Gordon Ng
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Screenshots

Avaya OneCloud CCaaS

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