Avaya OneCloud CCaaS vs Presence Inbound

Likelihood to Recommend

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

Read full review

Aly Hajiani

Business Development Executive | United States Enterprise Sales.

ZycusComputer Software, 501-1000 employees

View all 31 answers on this topic

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.

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Feature Rating Comparison

Avaya OneCloud CCaaS

Presence Inbound

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Avaya OneCloud CCaaS

Presence Inbound

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

Read full review

Shauna Stermer

Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource

Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees

View all 31 answers on this topic

Real time reporting
Historical Reports
Supervisor interface

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Cons

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.

Read full review

Alfred Brock

Communications Specialist

Yazaki North & Central AmericaAutomotive, 10,001+ employees

View all 31 answers on this topic

Sound Alerts
Detail of who hangs up the call
Less expensive support

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Likelihood to Renew

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.

Read full review

Michelle VanderBand

Business Analyst III

AtosInformation Technology and Services, 10,001+ employees

View all 13 answers on this topic

Presence Inbound 9.0

Based on 1 answer

Price. Easy to use. Support.

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Usability

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.

Read full review

Michelle VanderBand

Business Analyst III

AtosInformation Technology and Services, 10,001+ employees

View all 6 answers on this topic

No score

No answers yet

No answers on this topic

Support Rating

Avaya OneCloud CCaaS 7.8

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.

Read full review

Uchenna Ezumezuh

project manager

9mobileTelecommunications, 1001-5000 employees

View all 8 answers on this topic

No score

No answers yet

No answers on this topic

Alternatives Considered

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.

Read full review

Richard Heller

Sr. Telco Technician

TektivityInformation Technology and Services, 11-50 employees

View all 31 answers on this topic

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.

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Return on Investment

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.

Read full review

Verified User

Administrator in Information Technology

Consumer Services Company, 5001-10,000 employees

View all 31 answers on this topic

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.

Read full review

Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Avaya OneCloud CCaaS

Presence Inbound

Avaya OneCloud CCaaS

Presence Inbound

Avaya OneCloud CCaaS

Presence Inbound

Avaya OneCloud CCaaS

Presence Inbound

Avaya OneCloud CCaaS

Presence Inbound

Avaya OneCloud CCaaS

Presence Inbound

Avaya OneCloud CCaaS

Presence Inbound

Likelihood to Recommend