What users are saying about
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134 Ratings

Avaya OneCloud CCaaS

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134 Ratings
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Score 7 out of 100
17 Ratings
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Score 8.9 out of 100

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
Aly Hajiani | TrustRadius Reviewer

Sangoma Asterisk

Digium Asterisk is well suited for a city government as a communications solution for internal and external use. Other options like PBX are more expensive and hard to escalate. VoIP makes it easier to use the communications infrastructure instead that already exists rather than having to wire every phone when the solution is a digital or analog phone. In my city, government offices are not in the same place, which makes it harder to communicate everything together.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
Sangoma Asterisk
Agent dashboard
Avaya OneCloud CCaaS
8.6
Sangoma Asterisk
Validate callers
Avaya OneCloud CCaaS
8.1
Sangoma Asterisk
Outbound response
Avaya OneCloud CCaaS
8.9
Sangoma Asterisk
Call forwarding
Avaya OneCloud CCaaS
8.8
Sangoma Asterisk
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
Sangoma Asterisk
Warm transfer
Avaya OneCloud CCaaS
8.8
Sangoma Asterisk
Predictive dialing
Avaya OneCloud CCaaS
7.1
Sangoma Asterisk
Interactive voice response
Avaya OneCloud CCaaS
9.0
Sangoma Asterisk
REST APIs
Avaya OneCloud CCaaS
8.3
Sangoma Asterisk
Call scripts
Avaya OneCloud CCaaS
8.7
Sangoma Asterisk
Call tracking
Avaya OneCloud CCaaS
9.0
Sangoma Asterisk
Multichannel integration
Avaya OneCloud CCaaS
8.4
Sangoma Asterisk
CRM software integration
Avaya OneCloud CCaaS
7.8
Sangoma Asterisk

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
Sangoma Asterisk
Inbound call routing
Avaya OneCloud CCaaS
8.1
Sangoma Asterisk
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
Sangoma Asterisk
Recording
Avaya OneCloud CCaaS
8.9
Sangoma Asterisk
Quality management
Avaya OneCloud CCaaS
8.8
Sangoma Asterisk
Call analytics
Avaya OneCloud CCaaS
8.3
Sangoma Asterisk
Historical reporting
Avaya OneCloud CCaaS
8.5
Sangoma Asterisk
Live reporting
Avaya OneCloud CCaaS
8.5
Sangoma Asterisk
Customer surveys
Avaya OneCloud CCaaS
8.5
Sangoma Asterisk
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
Sangoma Asterisk

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

Sangoma Asterisk

  • Call forwarding that I can trust stays on even if my phone "refreshes."
  • Ability to setup various call rules and save them to use as needed.
Lisa Burns | 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

Sangoma Asterisk

  • Documentation is scarce, so you have to learn by trial and error.
  • Not cloud-based, and there's no mobile app.
  • The ability to email voicemail messages would be great.
Brian Duffy | 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

Sangoma Asterisk

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

Sangoma Asterisk

No score
No answers yet
No answers on this topic

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.7
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

Sangoma Asterisk

Sangoma Asterisk 8.0
Based on 2 answers
I have asked in the not so recent past about having my phone updated with my saved Digium "favorites" list but it doesn't seem that this is possible
Lisa Burns | TrustRadius Reviewer

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.
Richard Heller | TrustRadius Reviewer

Sangoma Asterisk

[Based on] my experience, we initially had to deal with Avaya PBXs, the same applies to client instrumentation (telephones, etc.). Surely we are talking about a product much more "business-like", but the management and implementation has a high cost and is not as simple as it can be (or better) with Asterisk.
Luca Campanelli | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Sangoma Asterisk

  • being zero cost, we saved at least 3 million on what a legacy pbx would have cost
  • the savings and speed means lower cost on our service making us more competitive
  • stability
Anonymous | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Sangoma Asterisk

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.6
Sangoma Asterisk
9.2

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Sangoma Asterisk

Usability

Avaya OneCloud CCaaS
8.0
Sangoma Asterisk

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Sangoma Asterisk

Performance

Avaya OneCloud CCaaS
10.0
Sangoma Asterisk

Support Rating

Avaya OneCloud CCaaS
7.7
Sangoma Asterisk
8.0

Implementation Rating

Avaya OneCloud CCaaS
9.1
Sangoma Asterisk

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