What users are saying about
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Top Rated
63 Ratings
134 Ratings
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Score 7 out of 100

Playvox

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Top Rated
63 Ratings
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Score 9.1 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

Playvox

We tested other products before selecting Playvox and Playvox at the time was by far the easier product to use to get started. Because we have multiple teams, and teams located in multiple places it made it easy to pull it all together in ways our manual excel sheet method was not cutting it. It gave us more insight into the QA monitors and coaching that our leads at other locations were performing. While we are still on the legacy learning program (so I cant speak to the newer version), it has been great in ensuring that are team is all getting the same information, and helping us provide the same information to new hires. It gives agents the chance to go back and review the information as they need.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Playvox

  • Playvox organizes my reviews well. Everything I need to know is listed in one place and there is an option for more in-depth information and communication on those reviews.
  • Playvox is user friendly. Searching for information I need is so easy.
  • Playvox allows for a community as well as support from your employer.
Fallon Penrod | 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

Playvox

  • One area I can see for improvement would be to allow an individual to post a GIF in a reply. Right now, replies are limited to attachments and emojis. The ability for an agent to use a GIF, as in the initial post, would be fun.
  • The type is quite small. I do believe an increase in font size would also improve Playvox.
  • One other item I would like to see improved upon would be the brightness or lack thereof, of the wording. Sometimes when posting, the font is so light you can barely see it. Now, this does not speak of the functionality of the program, but the impact may be greater if we could see what we were typing. It is very faint...
Shauna Stermer | 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

Playvox

Playvox 9.0
Based on 2 answers
It's an excellent tool that makes our support team better and happier. Playvox support is also extremely responsive and helpful.
Sarah Holdgrafer | 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

Playvox

Playvox 9.6
Based on 2 answers
Playvox is so user friendly for both the person creating the platform and the agents using the platform to read their reviews, look at training documents and turning in their karma points.
Chrissie Nelms | TrustRadius Reviewer

Reliability and Availability

Avaya OneCloud CCaaS

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

Playvox

Playvox 9.1
Based on 1 answer
It is working properly
Anonymous | TrustRadius Reviewer

Performance

Avaya OneCloud CCaaS

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

Playvox

No score
No answers yet
well I'm a playvox user since 2019 and I don't remember when I had an issues with it's speed or performance
Anonymous | 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

Playvox

Playvox 8.7
Based on 3 answers
We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.
Chrissie Nelms | TrustRadius Reviewer

Implementation Rating

Avaya OneCloud CCaaS

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

Playvox

Playvox 9.1
Based on 1 answer
Well I think it works
Anonymous | 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

Playvox

Playvox is by far superior to both of these platforms, by a wide margin. Stella Connect is a mess to use reporting wise and Scorebuddy is so basic it looks like an early 2000s school project. I wouldn't go back to either of them and would stick with Playvox if it were all up to me to decide.
Mihail Marinov | TrustRadius Reviewer

Scalability

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

Playvox

Playvox 9.1
Based on 1 answer
playvox is one of the used platform in my department which is working properly in any time that's why I rate it
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

Playvox

  • It has been very favorable since our BPO has been recognized for the quality of our agents.
  • Coaching sessions are very dynamic and agents can complete them in a few moments according to their availability.
  • It helps us to capture the weaknesses and strengths by providing process refreshment.
Gretty Gutierrez | TrustRadius Reviewer

Screenshots

Pricing Details

Avaya OneCloud CCaaS

General

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

Playvox

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.6
Playvox
9.0

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Playvox
9.0

Usability

Avaya OneCloud CCaaS
8.0
Playvox
9.6

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Playvox
9.1

Performance

Avaya OneCloud CCaaS
10.0
Playvox

Support Rating

Avaya OneCloud CCaaS
7.7
Playvox
8.7

Implementation Rating

Avaya OneCloud CCaaS
9.1
Playvox
9.1

Scalability

Avaya OneCloud CCaaS
Playvox
9.1

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