What users are saying about
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162 Ratings

Avaya OneCloud CCaaS

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162 Ratings
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Score 7.7 out of 100
51 Ratings
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Score 7 out of 100

Likelihood to Recommend

Avaya OneCloud CCaaS

The tools provided by this system are detailed and can achieve the entire event without audio and video issues. It's a great system for us, and we're happy with the service they provide.So far, our business team has not encountered or encountered problems or difficulties in our daily work.
Jeyson Rivera | TrustRadius Reviewer

NICE Nexidia Analytics

IF it is cruicial in your organization to have the internal conversations recorded, this is NOT the product for you. If you do not need that, the savings in time by the software analyzing calls in a way where you can search for specific incidents is fantastic. The training on personality types and how to work with each one is also a great tool for any organization. I can say if it weren't for the rep to rep recording piece, I would give this product a 9.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.9
NICE Nexidia Analytics
Agent dashboard
Avaya OneCloud CCaaS
8.9
NICE Nexidia Analytics
Validate callers
Avaya OneCloud CCaaS
9.0
NICE Nexidia Analytics
Outbound response
Avaya OneCloud CCaaS
9.1
NICE Nexidia Analytics
Call forwarding
Avaya OneCloud CCaaS
9.1
NICE Nexidia Analytics
Click-to-call (CTC)
Avaya OneCloud CCaaS
9.1
NICE Nexidia Analytics
Warm transfer
Avaya OneCloud CCaaS
9.0
NICE Nexidia Analytics
Predictive dialing
Avaya OneCloud CCaaS
8.2
NICE Nexidia Analytics
Interactive voice response
Avaya OneCloud CCaaS
8.9
NICE Nexidia Analytics
REST APIs
Avaya OneCloud CCaaS
8.6
NICE Nexidia Analytics
Call scripts
Avaya OneCloud CCaaS
9.0
NICE Nexidia Analytics
Call tracking
Avaya OneCloud CCaaS
9.3
NICE Nexidia Analytics
Multichannel integration
Avaya OneCloud CCaaS
9.0
NICE Nexidia Analytics
CRM software integration
Avaya OneCloud CCaaS
9.0
NICE Nexidia Analytics

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.9
NICE Nexidia Analytics
Inbound call routing
Avaya OneCloud CCaaS
9.1
NICE Nexidia Analytics
Omnichannel inbound routing
Avaya OneCloud CCaaS
9.0
NICE Nexidia Analytics
Recording
Avaya OneCloud CCaaS
8.6
NICE Nexidia Analytics
Quality management
Avaya OneCloud CCaaS
9.0
NICE Nexidia Analytics
Call analytics
Avaya OneCloud CCaaS
8.7
NICE Nexidia Analytics
Historical reporting
Avaya OneCloud CCaaS
8.8
NICE Nexidia Analytics
Live reporting
Avaya OneCloud CCaaS
9.0
NICE Nexidia Analytics
Customer surveys
Avaya OneCloud CCaaS
9.0
NICE Nexidia Analytics
Customer interaction analytics
Avaya OneCloud CCaaS
8.9
NICE Nexidia Analytics

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

NICE Nexidia Analytics

  • I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
  • I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
  • Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.
Cassandra Fulcher | 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

NICE Nexidia Analytics

  • Maintainence of the portal. Mattersight will sometimes perform scheduled maintainence on the portal which disrupts the completion of goals.
  • Usable reporting. Mattersight could do better with creating usable reports of individual performance.
  • Interaction with phone system. Changes to the IVR will often cause calls to be lost and thus have gaps in reporting.
Jordan Lenaburg | 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

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 3 answers
Mattersight Behavioral Analytics has always shown great support to our organization. They are always willing to help and find new ways to improve our customer experience. The team we have with Mattersight has become part of our everyday work lives in which we value their business
WaDee'ah Crowder | 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

NICE Nexidia Analytics

NICE Nexidia Analytics 8.2
Based on 2 answers
Overall, navigating in the system is easy
Anonymous | TrustRadius Reviewer

Reliability and Availability

Avaya OneCloud CCaaS

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

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 2 answers
We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.
Cassandra Fulcher | TrustRadius Reviewer

Performance

Avaya OneCloud CCaaS

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

NICE Nexidia Analytics

NICE Nexidia Analytics 7.3
Based on 2 answers
The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.
Cassandra Fulcher | TrustRadius Reviewer

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.4
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

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 2 answers
Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.
Cassandra Fulcher | TrustRadius Reviewer

In-Person Training

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.
Cassandra Fulcher | TrustRadius Reviewer

Online Training

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.
Cassandra Fulcher | TrustRadius Reviewer

Implementation Rating

Avaya OneCloud CCaaS

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

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 2 answers
It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.
Cassandra Fulcher | TrustRadius Reviewer

Alternatives Considered

Avaya OneCloud CCaaS

I have used 8x8 and Cisco as other phone services. So far we have really enjoyed the consistency and dependability of Avaya [OneCloud CCaaS]. It has given us the unique opportunity to better facilitate auditing and maintaining an efficient workforce to assist customers in a fast and meaningful matter. Avaya is very user friendly for our remote workers and it was a fairly easy transition to teaching them Avaya's system.
Kyle Panackia | TrustRadius Reviewer

NICE Nexidia Analytics

The version of Calabrio that we were using strictly recorded calls - It did not offer nearly as many options as what is available in Mattersight. Mattersight allowed us to implement a consistent approach to customer interactions. In addition, searching for calls, and specific points within the calls, is much more efficient with Mattersight.
Anonymous | TrustRadius Reviewer

Scalability

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

NICE Nexidia Analytics

NICE Nexidia Analytics 9.1
Based on 1 answer
This is such a great product.
Cassandra Fulcher | TrustRadius Reviewer

Return on Investment

Avaya OneCloud CCaaS

  • 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!
Richard Heller | TrustRadius Reviewer

NICE Nexidia Analytics

  • We believe we improved our customer service with our employees working with our customers and adapting to their styles.
  • We improved our manager's efficiency selecting calls to monitor and conducting impactful coaching sessions.
  • We had challenges determining a true ROI as we found it difficult/impossible to fully isolate Mattersight's impact to our bottom line. It was hard to attribute our lead conversion applications and revenue directly to Mattersight with several other external factors in play.
Anonymous | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required

NICE Nexidia Analytics

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
8.3
NICE Nexidia Analytics
9.2

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
NICE Nexidia Analytics
9.1

Usability

Avaya OneCloud CCaaS
8.0
NICE Nexidia Analytics
8.2

Reliability and Availability

Avaya OneCloud CCaaS
7.0
NICE Nexidia Analytics
9.1

Performance

Avaya OneCloud CCaaS
10.0
NICE Nexidia Analytics
7.3

Support Rating

Avaya OneCloud CCaaS
7.4
NICE Nexidia Analytics
9.1

In-Person Training

Avaya OneCloud CCaaS
NICE Nexidia Analytics
9.1

Online Training

Avaya OneCloud CCaaS
NICE Nexidia Analytics
9.1

Implementation Rating

Avaya OneCloud CCaaS
9.1
NICE Nexidia Analytics
9.1

Scalability

Avaya OneCloud CCaaS
NICE Nexidia Analytics
9.1

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