What users are saying about
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162 Ratings

Avaya OneCloud CCaaS

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162 Ratings
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Score 7.7 out of 100
12 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Avaya OneCloud CCaaS

The tools provided by this system are detailed and can achieve the entire event without audio and video issues. It's a great system for us, and we're happy with the service they provide.So far, our business team has not encountered or encountered problems or difficulties in our daily work.
Jeyson Rivera | TrustRadius Reviewer

RingCentral Contact Center

RingCentral Contact Center is very well suited for our company. Again, we are a 24/7 call center so our phone system is the most important thing to us. I am a customer service rep so it's always important that my phone is working and easy to access. Being in this environment it can be frustrating as a caller to have to wait or be on hold due to my technical issues with my phone.
kiana lane | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.9
RingCentral Contact Center
9.6
Agent dashboard
Avaya OneCloud CCaaS
8.9
RingCentral Contact Center
10.0
Validate callers
Avaya OneCloud CCaaS
9.0
RingCentral Contact Center
10.0
Outbound response
Avaya OneCloud CCaaS
9.1
RingCentral Contact Center
9.5
Call forwarding
Avaya OneCloud CCaaS
9.1
RingCentral Contact Center
9.5
Click-to-call (CTC)
Avaya OneCloud CCaaS
9.1
RingCentral Contact Center
Warm transfer
Avaya OneCloud CCaaS
9.0
RingCentral Contact Center
10.0
Predictive dialing
Avaya OneCloud CCaaS
8.2
RingCentral Contact Center
10.0
Interactive voice response
Avaya OneCloud CCaaS
8.9
RingCentral Contact Center
REST APIs
Avaya OneCloud CCaaS
8.6
RingCentral Contact Center
Call scripts
Avaya OneCloud CCaaS
9.0
RingCentral Contact Center
9.0
Call tracking
Avaya OneCloud CCaaS
9.3
RingCentral Contact Center
8.0
Multichannel integration
Avaya OneCloud CCaaS
9.0
RingCentral Contact Center
10.0
CRM software integration
Avaya OneCloud CCaaS
9.0
RingCentral Contact Center
10.0

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.9
RingCentral Contact Center
8.8
Inbound call routing
Avaya OneCloud CCaaS
9.1
RingCentral Contact Center
10.0
Omnichannel inbound routing
Avaya OneCloud CCaaS
9.0
RingCentral Contact Center
10.0
Recording
Avaya OneCloud CCaaS
8.6
RingCentral Contact Center
9.0
Quality management
Avaya OneCloud CCaaS
9.0
RingCentral Contact Center
8.5
Call analytics
Avaya OneCloud CCaaS
8.7
RingCentral Contact Center
8.5
Historical reporting
Avaya OneCloud CCaaS
8.8
RingCentral Contact Center
8.0
Live reporting
Avaya OneCloud CCaaS
9.0
RingCentral Contact Center
9.0
Customer surveys
Avaya OneCloud CCaaS
9.0
RingCentral Contact Center
9.5
Customer interaction analytics
Avaya OneCloud CCaaS
8.9
RingCentral Contact Center
7.0

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

RingCentral Contact Center

  • Call Handling
  • Call Recording
  • Integration with Salesforce ERP
Donald Mascola | 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

RingCentral Contact Center

  • better popups for calls
  • messaging system
  • option to answer quickly
kiana lane | 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

RingCentral Contact Center

No score
No answers yet
No 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.
Michelle VanderBand | TrustRadius Reviewer

RingCentral Contact Center

No score
No answers yet
No answers on this topic

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.4
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

RingCentral Contact Center

No score
No answers yet
No answers on this topic

Alternatives Considered

Avaya OneCloud CCaaS

I have used 8x8 and Cisco as other phone services. So far we have really enjoyed the consistency and dependability of Avaya [OneCloud CCaaS]. It has given us the unique opportunity to better facilitate auditing and maintaining an efficient workforce to assist customers in a fast and meaningful matter. Avaya is very user friendly for our remote workers and it was a fairly easy transition to teaching them Avaya's system.
Kyle Panackia | TrustRadius Reviewer

RingCentral Contact Center

Prior to using RingCentral we used a standard POTS telephony system which did not meet our expanding needs. RengCentral a great improvement especially from a Salesforce integration standpoint
Donald Mascola | TrustRadius Reviewer

Return on Investment

Avaya OneCloud CCaaS

  • 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!
Richard Heller | TrustRadius Reviewer

RingCentral Contact Center

  • better call stats
  • helping call volume stay steady and frequent
  • quicker call flow
kiana lane | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required

RingCentral Contact Center

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
8.3
RingCentral Contact Center
9.5

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
RingCentral Contact Center

Usability

Avaya OneCloud CCaaS
8.0
RingCentral Contact Center

Reliability and Availability

Avaya OneCloud CCaaS
7.0
RingCentral Contact Center

Performance

Avaya OneCloud CCaaS
10.0
RingCentral Contact Center

Support Rating

Avaya OneCloud CCaaS
7.4
RingCentral Contact Center

Implementation Rating

Avaya OneCloud CCaaS
9.1
RingCentral Contact Center

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