What users are saying about

Avaya OneCloud CCaaS vs Presence Inbound

Avaya OneCloud CCaaS
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Top Rated
153 Ratings
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Presence Inbound
1 Rating

Avaya OneCloud CCaaS

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Top Rated
153 Ratings
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Score 7.7 out of 100

Based on 153 reviews and ratings

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Presence Inbound

1 Rating
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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

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    Aly Hajiani | TrustRadius Reviewer
    Aly Hajiani
    View all 44 answers on this topic

    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.

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

    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.

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    Shauna Stermer | TrustRadius Reviewer
    Shauna Stermer
    View all 44 answers on this topic

    Presence Inbound

    • Real time reporting
    • Historical Reports
    • Supervisor interface

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

    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.

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    Alfred Brock | TrustRadius Reviewer
    Alfred Brock
    View all 44 answers on this topic

    Presence Inbound

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

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

    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.

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    Michelle VanderBand | TrustRadius Reviewer
    Michelle VanderBand
    View all 13 answers on this topic

    Presence Inbound

    Presence Inbound 9.0
    Based on 1 answer
    Price. Easy to use. Support.

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 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.

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    Michelle VanderBand | TrustRadius Reviewer
    Michelle VanderBand
    View all 6 answers on this topic

    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.

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    Uchenna Ezumezuh | TrustRadius Reviewer
    Uchenna Ezumezuh
    View all 6 answers on this topic

    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.

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    Richard Heller | TrustRadius Reviewer
    Richard Heller
    View all 44 answers on this topic

    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.

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 44 answers on this topic

    Presence 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.

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    Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
    Axel Alejandro Alcocer Medellin
    View all 1 answers on this topic

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