What users are saying about
134 Ratings
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Score 6.9 out of 100
114 Ratings
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Score 7.6 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

Oracle CRM On Demand

I think it is well suited for organizations which are large with a lot of users so as to be able to minimize the cost of operations. Also, the organization which interacts mostly with customers can use Oracle CRM on demand.
Rose Kipkemoi | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
Oracle CRM On Demand
Agent dashboard
Avaya OneCloud CCaaS
8.6
Oracle CRM On Demand
Validate callers
Avaya OneCloud CCaaS
8.1
Oracle CRM On Demand
Outbound response
Avaya OneCloud CCaaS
8.9
Oracle CRM On Demand
Call forwarding
Avaya OneCloud CCaaS
8.8
Oracle CRM On Demand
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
Oracle CRM On Demand
Warm transfer
Avaya OneCloud CCaaS
8.8
Oracle CRM On Demand
Predictive dialing
Avaya OneCloud CCaaS
7.1
Oracle CRM On Demand
Interactive voice response
Avaya OneCloud CCaaS
9.0
Oracle CRM On Demand
REST APIs
Avaya OneCloud CCaaS
8.3
Oracle CRM On Demand
Call scripts
Avaya OneCloud CCaaS
8.7
Oracle CRM On Demand
Call tracking
Avaya OneCloud CCaaS
9.0
Oracle CRM On Demand
Multichannel integration
Avaya OneCloud CCaaS
8.4
Oracle CRM On Demand
CRM software integration
Avaya OneCloud CCaaS
7.8
Oracle CRM On Demand

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
Oracle CRM On Demand
Inbound call routing
Avaya OneCloud CCaaS
8.1
Oracle CRM On Demand
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
Oracle CRM On Demand
Recording
Avaya OneCloud CCaaS
8.9
Oracle CRM On Demand
Quality management
Avaya OneCloud CCaaS
8.8
Oracle CRM On Demand
Call analytics
Avaya OneCloud CCaaS
8.3
Oracle CRM On Demand
Historical reporting
Avaya OneCloud CCaaS
8.5
Oracle CRM On Demand
Live reporting
Avaya OneCloud CCaaS
8.5
Oracle CRM On Demand
Customer surveys
Avaya OneCloud CCaaS
8.5
Oracle CRM On Demand
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
Oracle CRM On Demand

Sales Force Automation

Avaya OneCloud CCaaS
Oracle CRM On Demand
6.8
Customer data management / contact management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Workflow management
Avaya OneCloud CCaaS
Oracle CRM On Demand
6.1
Territory management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Opportunity management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Integration with email client (e.g., Outlook or Gmail)
Avaya OneCloud CCaaS
Oracle CRM On Demand
5.0
Contract management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.0
Quote & order management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Interaction tracking
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Channel / partner relationship management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1

Customer Service & Support

Avaya OneCloud CCaaS
Oracle CRM On Demand
7.7
Case management
Avaya OneCloud CCaaS
Oracle CRM On Demand
8.0
Call center management
Avaya OneCloud CCaaS
Oracle CRM On Demand
8.0
Help desk management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1

Marketing Automation

Avaya OneCloud CCaaS
Oracle CRM On Demand
7.6
Lead management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Email marketing
Avaya OneCloud CCaaS
Oracle CRM On Demand
8.0

CRM Project Management

Avaya OneCloud CCaaS
Oracle CRM On Demand
6.8
Task management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Billing and invoicing management
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Reporting
Avaya OneCloud CCaaS
Oracle CRM On Demand
6.1

CRM Reporting & Analytics

Avaya OneCloud CCaaS
Oracle CRM On Demand
6.8
Forecasting
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Pipeline visualization
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Customizable reports
Avaya OneCloud CCaaS
Oracle CRM On Demand
6.1

Customization

Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Custom fields
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1
Custom objects
Avaya OneCloud CCaaS
Oracle CRM On Demand
6.1
Scripting environment
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.0
API for custom integration
Avaya OneCloud CCaaS
Oracle CRM On Demand
8.0

Security

Avaya OneCloud CCaaS
Oracle CRM On Demand
8.1
Single sign-on capability
Avaya OneCloud CCaaS
Oracle CRM On Demand
8.0
Role-based user permissions
Avaya OneCloud CCaaS
Oracle CRM On Demand
8.1

Social CRM

Avaya OneCloud CCaaS
Oracle CRM On Demand
7.6
Social data
Avaya OneCloud CCaaS
Oracle CRM On Demand
8.1
Social engagement
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.1

Integrations with 3rd-party Software

Avaya OneCloud CCaaS
Oracle CRM On Demand
8.5
Marketing automation
Avaya OneCloud CCaaS
Oracle CRM On Demand
9.0
Compensation management
Avaya OneCloud CCaaS
Oracle CRM On Demand
8.0

Platform

Avaya OneCloud CCaaS
Oracle CRM On Demand
7.0
Mobile access
Avaya OneCloud CCaaS
Oracle CRM On Demand
7.0

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

Oracle CRM On Demand

  • Application customization is a key strength. We can create custom home page experiences for each type of user, customize object layouts to change dynamically depending on object type, and create an embedded sales process unique to our organization that helps facilitate the user through the process by specifying required fields dependent on what stage of the process they are in. The ability to customize goes directly to the success of user adoption - the fact that we can customize layouts and processes to support our internal business processes helps users make the most of the system.
  • Robust Reporting. The reporting and data warehouse capabilities are excellent. We have thousands of custom reports delivered in a number of ways - on home pages, on dashboards, on demand through the reporting menu, and on custom web tabs. These reports range from simple lists to complex multi-object analyses.
  • Ability to get data in and get data out. CRMOD makes it very easy to import data into any object. This is helpful for importing lists or making mass changes. Exporting data is equally easy, both from an administrator standpoint and for the user. Users can display a list or do a custom advanced search and then easily export the data to Excel without any admin help. They can also export from any report, which is helpful when sales data needs to be combined with other financial data in a larger analysis.
  • The system's workflow capabilities allow us to improve field validation, send important notifications, and enforce business process requirements.
Michelle Prand | 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

Oracle CRM On Demand

  • A scripting mechanism is needed to customize the data entry forms. As any data driven system, Oracle CRM on demand is as reliable as its data is. Having sales people entering and maintaining the data you have to make sure they are doing that and not cutting corners. One way to do that is to enforce the business requirements in the entry forms.
  • User interface / user experience definitely can and should be improved.
  • It needs a way to send automatic reports on a schedule via email.
  • Support: as usual the Oracle support tends to be tedious and lengthy.
Cristian Bodnarasec | 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

Oracle CRM On Demand

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

Oracle CRM On Demand

Oracle CRM On Demand 9.0
Based on 1 answer
Compared to other competitors I find it very easy to use and learn .It has been helpful in our organisation and we have been able to manage our projects and operations well without interference.
Rose Kipkemoi | TrustRadius Reviewer

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

Oracle CRM On Demand

No score
No answers yet
No answers on this topic

Implementation Rating

Avaya OneCloud CCaaS

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

Oracle CRM On Demand

Oracle CRM On Demand 10.0
Based on 1 answer
With the right partner Oracle CRM On Demand can be implemented very quickly and seamlessly.
Michelle Prand | 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

Oracle CRM On Demand

Oracle app is more available on different mobile devices, Microsoft Dynamics has only Windows and Android but Oracle has both web-based, Mac, IOS. Social CRM feature is another one that Microsoft Dynamics doesn't provide. On the other hand, Microsoft Dynamics provides offline line access. Also, Oracle integrations fit our needs better. Also Ticketing system support is better.
Anonymous | 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

Oracle CRM On Demand

  • A single platform for tracking, reporting, and control of all data and clients records
  • Manageable outsourcing for development and support functions for the applications we need to use.
  • Lots of integration opportunities, and covers all information gaps and inconsistencies caused by human errors.
Anonymous | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Oracle CRM On Demand

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.6
Oracle CRM On Demand
7.1

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Oracle CRM On Demand

Usability

Avaya OneCloud CCaaS
8.0
Oracle CRM On Demand
9.0

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Oracle CRM On Demand

Performance

Avaya OneCloud CCaaS
10.0
Oracle CRM On Demand

Support Rating

Avaya OneCloud CCaaS
7.7
Oracle CRM On Demand

Implementation Rating

Avaya OneCloud CCaaS
9.1
Oracle CRM On Demand
10.0

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