What users are saying about
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Top Rated
153 Ratings
Avaya OneCloud CCaaS
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Top Rated
153 Ratings
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Based on 153 reviews and ratings
Talkdesk
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Top Rated
493 Ratings
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Based on 493 reviews and ratings
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%
8.6
Talkdesk
86%
Avaya OneCloud CCaaS ranks higher in 11/13 features
Avaya OneCloud CCaaS ranks higher in 11/13 features
Agent dashboard
9.1
91%
25 Ratings
8.6
86%
365 Ratings
Validate callers
9.2
92%
24 Ratings
8.4
84%
324 Ratings
Outbound response
9.0
90%
24 Ratings
8.6
86%
337 Ratings
Call forwarding
9.3
93%
26 Ratings
8.7
87%
327 Ratings
Click-to-call (CTC)
8.8
88%
21 Ratings
8.7
87%
305 Ratings
Warm transfer
8.9
89%
25 Ratings
9.1
91%
346 Ratings
Predictive dialing
8.4
84%
21 Ratings
8.2
82%
169 Ratings
Interactive voice response
8.8
88%
21 Ratings
9.0
90%
237 Ratings
REST APIs
9.0
90%
20 Ratings
8.0
80%
196 Ratings
Call scripts
9.2
92%
22 Ratings
8.5
85%
165 Ratings
Call tracking
9.3
93%
25 Ratings
8.7
87%
337 Ratings
Multichannel integration
8.9
89%
24 Ratings
8.5
85%
250 Ratings
CRM software integration
9.2
92%
23 Ratings
8.5
85%
297 Ratings
Workforce Optimization (WFO)
9.0
Avaya OneCloud CCaaS
90%
8.9
Talkdesk
89%
Avaya OneCloud CCaaS ranks higher in 6/9 features
Avaya OneCloud CCaaS ranks higher in 6/9 features
Inbound call routing
9.3
93%
27 Ratings
8.9
89%
334 Ratings
Omnichannel inbound routing
9.2
92%
25 Ratings
8.6
86%
239 Ratings
Recording
8.7
87%
25 Ratings
9.4
94%
357 Ratings
Quality management
8.9
89%
25 Ratings
9.0
90%
323 Ratings
Call analytics
8.9
89%
25 Ratings
8.7
87%
334 Ratings
Historical reporting
8.7
87%
25 Ratings
8.8
88%
337 Ratings
Live reporting
9.1
91%
25 Ratings
9.0
90%
334 Ratings
Customer surveys
9.0
90%
23 Ratings
8.6
86%
186 Ratings
Customer interaction analytics
8.9
89%
23 Ratings
8.7
87%
210 Ratings
Attribute Ratings
- Avaya OneCloud CCaaS is rated higher in 1 area: Implementation Rating
- Talkdesk is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Support Rating
- Avaya OneCloud CCaaS and Talkdesk are tied in 1 area: Performance
Likelihood to Recommend
8.4
Avaya OneCloud CCaaS
84%
44 Ratings
8.8
Talkdesk
88%
395 Ratings
Likelihood to Renew
8.0
Avaya OneCloud CCaaS
80%
13 Ratings
8.5
Talkdesk
85%
15 Ratings
Usability
8.0
Avaya OneCloud CCaaS
80%
6 Ratings
9.0
Talkdesk
90%
203 Ratings
Availability
7.0
Avaya OneCloud CCaaS
70%
2 Ratings
10.0
Talkdesk
100%
2 Ratings
Performance
10.0
Avaya OneCloud CCaaS
100%
2 Ratings
10.0
Talkdesk
100%
2 Ratings
Support Rating
6.3
Avaya OneCloud CCaaS
63%
6 Ratings
8.2
Talkdesk
82%
189 Ratings
In-Person Training
Avaya OneCloud CCaaS
N/A
0 Ratings
10.0
Talkdesk
100%
1 Rating
Online Training
Avaya OneCloud CCaaS
N/A
0 Ratings
10.0
Talkdesk
100%
1 Rating
Implementation Rating
9.1
Avaya OneCloud CCaaS
91%
6 Ratings
8.7
Talkdesk
87%
167 Ratings
Product Scalability
Avaya OneCloud CCaaS
N/A
0 Ratings
10.0
Talkdesk
100%
2 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
Business Development Executive | United States Enterprise Sales.
ZycusComputer Software, 501-1000 employees
Talkdesk
Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.

Verified User
Account Manager in Sales
Hospitality Company, 10,001+ employeesPros
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.
Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees
Talkdesk
- Studio Academy - We / our team can self learn on how to address our own problems
- Studio Building - Very easy to draft up a phone tree and have it operational in hours!
- Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system
Senior Support Associate
FORMEHealth, Wellness and Fitness, 51-200 employees
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.
Communications Specialist
Yazaki North & Central AmericaAutomotive, 10,001+ employees
Talkdesk
- Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.

Verified User
Administrator in Information Technology
Banking Company, 501-1000 employeesPricing 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
Avaya OneCloud CCaaS Editions & Modules
—
Additional Pricing Details
Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)Talkdesk
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$0
Talkdesk Editions & Modules
Edition
Professional | $651 |
---|---|
Professional + | Contact sales team |
Enterprise | Contact sales team |
- per seat/per month
- none
Additional Pricing Details
—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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Talkdesk
Talkdesk 8.5
Based on 15 answers
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.

Verified User
Manager in Customer Service
Computer Software Company, 201-500 employeesUsability
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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Talkdesk
Talkdesk 9.0
Based on 203 answers
Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.
Royalty Relations Advisor
BPX EnergyOil & Energy, 10,001+ employees
Reliability and Availability
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 7.0
Based on 2 answers
No answer on this topic is available.
Talkdesk
Talkdesk 10.0
Based on 2 answers
Nothing so far , no issues which is very good, first time in this business i have seen something like this.

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employeesPerformance
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 10.0
Based on 2 answers
No answer on this topic is available.
Talkdesk
Talkdesk 10.0
Based on 2 answers
We have never had a Talkdesk performance issue.As long as you follow the system requirements, which are MINIMAL, neither will you.
SVP, Business Development and Consumer Sales
JK Moving ServicesTransportation/Trucking/Railroad, 1001-5000 employees
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.
project manager
9mobileTelecommunications, 1001-5000 employees
Talkdesk
Talkdesk 8.2
Based on 189 answers
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
Director of Client Success
GoDo - Your Company, Our Passion.Leisure, Travel & Tourism, 1-10 employees
In-Person Training
Avaya OneCloud CCaaS
No score
No answers yet
No answers on this topic
Talkdesk
Talkdesk 10.0
Based on 1 answer
I was shown how to use Talkdesk and was happy with it. I learned all I needed.

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employeesOnline Training
Avaya OneCloud CCaaS
No score
No answers yet
No answers on this topic
Talkdesk
Talkdesk 10.0
Based on 1 answer
Easy to use, digestable bits of information
SVP, Business Development and Consumer Sales
JK Moving ServicesTransportation/Trucking/Railroad, 1001-5000 employees
Implementation Rating
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.
Talkdesk
Talkdesk 8.7
Based on 167 answers
The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.

Verified User
Vice-President in Customer Service
Internet Company, 51-200 employeesAlternatives 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.
Sr. Telco Technician
TektivityInformation Technology and Services, 11-50 employees
Talkdesk
I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.

Verified User
Manager in Quality Assurance
E-Learning Company, 1001-5000 employeesScalability
Avaya OneCloud CCaaS
No score
No answers yet
No answers on this topic
Talkdesk
Talkdesk 10.0
Based on 2 answers
Works very well where I work , serves the purpose of the business.

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employeesReturn 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.

Verified User
Administrator in Information Technology
Consumer Services Company, 5001-10,000 employeesTalkdesk
- Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
- Increase in quality audit scores through weekly reviews by this tool.
- Employee morale and company survey as agents are not stressing with the easy use of this tool.
- Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
Training and Quality Manager
ClearlyRetail, 51-200 employees