What users are saying about
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Top Rated
46 Ratings
Top Rated
161 Ratings
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Score 7.9 out of 100

RingCentral Contact Center

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Top Rated
46 Ratings
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Score 8.1 out of 100

Feature Set Ratings

  • Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%
8.5

RingCentral Contact Center

85%
Avaya OneCloud CCaaS ranks higher in 10/13 features

Agent dashboard

9.2
92%
26 Ratings
8.6
86%
12 Ratings

Validate callers

9.2
92%
25 Ratings
8.1
81%
11 Ratings

Outbound response

9.0
90%
24 Ratings
8.5
85%
12 Ratings

Call forwarding

9.3
93%
26 Ratings
8.5
85%
12 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
8.4
84%
8 Ratings

Warm transfer

8.9
89%
26 Ratings
8.5
85%
12 Ratings

Predictive dialing

8.5
85%
21 Ratings
7.0
70%
5 Ratings

Interactive voice response

8.8
88%
21 Ratings
8.9
89%
7 Ratings

REST APIs

9.1
91%
20 Ratings
8.4
84%
7 Ratings

Call scripts

9.3
93%
22 Ratings
8.1
81%
9 Ratings

Call tracking

9.3
93%
25 Ratings
8.3
83%
12 Ratings

Multichannel integration

8.9
89%
25 Ratings
9.4
94%
7 Ratings

CRM software integration

9.2
92%
23 Ratings
9.4
94%
7 Ratings

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
8.4

RingCentral Contact Center

84%
Avaya OneCloud CCaaS ranks higher in 8/9 features

Inbound call routing

9.4
94%
28 Ratings
9.0
90%
13 Ratings

Omnichannel inbound routing

9.2
92%
26 Ratings
8.8
88%
9 Ratings

Recording

8.8
88%
26 Ratings
9.0
90%
12 Ratings

Quality management

8.9
89%
26 Ratings
8.2
82%
11 Ratings

Call analytics

8.9
89%
26 Ratings
8.4
84%
12 Ratings

Historical reporting

8.7
87%
26 Ratings
8.6
86%
11 Ratings

Live reporting

9.1
91%
26 Ratings
8.0
80%
9 Ratings

Customer surveys

9.0
90%
23 Ratings
8.1
81%
6 Ratings

Customer interaction analytics

8.9
89%
23 Ratings
8.0
80%
5 Ratings

Attribute Ratings

  • Avaya OneCloud CCaaS is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.5

Avaya OneCloud CCaaS

85%
45 Ratings
8.2

RingCentral Contact Center

82%
14 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings

RingCentral Contact Center

N/A
0 Ratings

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings

RingCentral Contact Center

N/A
0 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings

RingCentral Contact Center

N/A
0 Ratings

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings

RingCentral Contact Center

N/A
0 Ratings

Support Rating

6.2

Avaya OneCloud CCaaS

62%
6 Ratings

RingCentral Contact Center

N/A
0 Ratings

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings

RingCentral Contact Center

N/A
0 Ratings

Likelihood to Recommend

Avaya

CCaaS is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
Read full review

RingCentral

RingCentral Contact Center has been one of the best contact center software that I've used. The calling feature is probably one of the easiest to use. The recordings are very easy to access. Also, it is very easy to host meetings but I hardly ever used that feature because it is not something that is widely used by our prospects. However, it was great when we wanted to connect with fellow colleagues.
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Pros

Avaya

  • 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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RingCentral

  • They have an app so you do not miss any calls or messages from your customers or leads.
  • RingCentral has everything you need especially if you're working remotely. Therefore, you do not need to use other software.
  • They automatically transcribe the calls as well so if I miss something this normally helps.
Read full review

Cons

Avaya

  • 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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RingCentral

  • I would like to be able to text from our main office line rather than only my office direct line, so I can keep my direct line private
  • I wish it was easier for all users to be able to toggle between calls ringing at their desk phone and cell phone
  • It would be nice if the process to add other team member's numbers to our desk phone screen was easier
Read full review

Pricing Details

Avaya OneCloud CCaaS

Starting Price

$48 per month

Editions & Modules

Avaya OneCloud CCaaS editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required

    Additional Details

    Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

    Pricing Info

    RingCentral Contact Center

    Starting Price

    Editions & Modules

    RingCentral Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Avaya

      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

      RingCentral

      No answers on this topic

      Usability

      Avaya

      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

      RingCentral

      No answers on this topic

      Support Rating

      Avaya

      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

      RingCentral

      No answers on this topic

      Alternatives Considered

      Avaya

      Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
      Read full review

      RingCentral

      The user interface of the Ring Central Contact Center is much better than others. Also, the price and cost of implementing, using, and maintaining the product are comparatively lower than others. So, a maximum set of features according to the cost and price. Other than that, the training required for the team and the support agents is also not much required.
      Read full review

      Return on Investment

      Avaya

      • Seamless implementation. If your access to the PSTN is through one of the major carriers, integrating the IP Office is quick, and easy. If you are in a market similar to ours where there are smaller carriers to work with, relying on your local Avaya business partner will allow for that same seamless integration.
      • Users will find the menus on their new phones easy to navigate. It never hurts to have a cheat sheet provided by you installer. The system is very intuitive, even for system administrators.
      • A new system paired with a new circuit contract has the potential for a cost savings that can pay for the new phone system in a 3 year time frame. We have customers that can attest to that!
      Read full review

      RingCentral

      • The business is able to take on clients that need after hours assistance because we have a way to communicate
      • We are able to offer multiple forms of communication, which may attract more clients to our office
      • We don't have to purchase separate call recording technology as each user has a built in call recording system that all users can monitor for each other
      Read full review

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