What users are saying about
Avaya OneCloud CCaaS
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Top Rated
153 Ratings
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Based on 153 reviews and ratings
1 Rating
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 1 reviews and ratings
Feature Set Ratings
Contact Center Software
9.0
Avaya OneCloud CCaaS
90%
Presence Inbound
Feature Set Not Supported
N/A
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
N/A
0 Ratings
Validate callers
9.2
92%
24 Ratings
N/A
0 Ratings
Outbound response
9.0
90%
24 Ratings
N/A
0 Ratings
Call forwarding
9.3
93%
26 Ratings
N/A
0 Ratings
Click-to-call (CTC)
8.8
88%
21 Ratings
N/A
0 Ratings
Warm transfer
8.9
89%
25 Ratings
N/A
0 Ratings
Predictive dialing
8.4
84%
21 Ratings
N/A
0 Ratings
Interactive voice response
8.8
88%
21 Ratings
N/A
0 Ratings
REST APIs
9.0
90%
20 Ratings
N/A
0 Ratings
Call scripts
9.2
92%
22 Ratings
N/A
0 Ratings
Call tracking
9.3
93%
25 Ratings
N/A
0 Ratings
Multichannel integration
8.9
89%
24 Ratings
N/A
0 Ratings
CRM software integration
9.2
92%
23 Ratings
N/A
0 Ratings
Workforce Optimization (WFO)
9.0
Avaya OneCloud CCaaS
90%
Presence Inbound
Feature Set Not Supported
N/A
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
N/A
0 Ratings
Omnichannel inbound routing
9.1
91%
25 Ratings
N/A
0 Ratings
Recording
8.7
87%
25 Ratings
N/A
0 Ratings
Quality management
8.9
89%
25 Ratings
N/A
0 Ratings
Call analytics
8.9
89%
25 Ratings
N/A
0 Ratings
Historical reporting
8.7
87%
25 Ratings
N/A
0 Ratings
Live reporting
9.1
91%
25 Ratings
N/A
0 Ratings
Customer surveys
9.0
90%
23 Ratings
N/A
0 Ratings
Customer interaction analytics
8.9
89%
23 Ratings
N/A
0 Ratings
Attribute Ratings
- Avaya OneCloud CCaaS is rated higher in 1 area: Likelihood to Recommend
- Presence Inbound is rated higher in 1 area: Likelihood to Renew
Likelihood to Recommend
8.4
Avaya OneCloud CCaaS
84%
44 Ratings
8.0
Presence Inbound
80%
1 Rating
Likelihood to Renew
8.0
Avaya OneCloud CCaaS
80%
13 Ratings
9.0
Presence Inbound
90%
1 Rating
Usability
8.0
Avaya OneCloud CCaaS
80%
6 Ratings
Presence Inbound
N/A
0 Ratings
Availability
7.0
Avaya OneCloud CCaaS
70%
2 Ratings
Presence Inbound
N/A
0 Ratings
Performance
10.0
Avaya OneCloud CCaaS
100%
2 Ratings
Presence Inbound
N/A
0 Ratings
Support Rating
6.3
Avaya OneCloud CCaaS
63%
6 Ratings
Presence Inbound
N/A
0 Ratings
Implementation Rating
9.1
Avaya OneCloud CCaaS
91%
6 Ratings
Presence Inbound
N/A
0 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
Business Development Executive | United States Enterprise Sales.
ZycusComputer Software, 501-1000 employees
Presence Inbound
Screen recording and call monitoring are great features and on the other hand, workforce management solutions would be avery nice to have. Also scripting is very easy to use and configuring a campaign script takes only [a few] minutes depending on how complex the script is of course.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
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.
Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees
Presence Inbound
- Real time reporting
- Historical Reports
- Supervisor interface
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
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.
Communications Specialist
Yazaki North & Central AmericaAutomotive, 10,001+ employees
Presence Inbound
- Sound Alerts
- Detail of who hangs up the call
- Less expensive support
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
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
Presence Inbound
General
Free Trial
—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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Presence Inbound
Presence Inbound 9.0
Based on 1 answer
Price. Easy to use. Support.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Presence Inbound
No score
No answers yet
No answers on this topic
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.
project manager
9mobileTelecommunications, 1001-5000 employees
Presence Inbound
No score
No answers yet
No answers on this topic
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.
Sr. Telco Technician
TektivityInformation Technology and Services, 11-50 employees
Presence Inbound
I didn't participate in the acquisition at the beginning but I know some other platforms and after using presence what I like better is the real time reporting, the agent's easy to use interface, the option of sending communications to all of users in a very easy way, the options that supervisors get from their interface and the easy to configure scripting where you can have a campaign configure in minutes.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees
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.

Verified User
Administrator in Information Technology
Consumer Services Company, 5001-10,000 employeesPresence Inbound
- Very well, we have gone from having 15 workstations to having 350 in 1 year so far.
- In our sales presentations, Presence is one of our major strengths.
Director de Operaciones
Callcom Contact CenterTelecommunications, 201-500 employees