What users are saying about
135 Ratings
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Score 6.8 out of 100
10 Ratings
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Score 5.2 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

Teleopti WFM

Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
7.9
Teleopti WFM
Agent dashboard
Avaya OneCloud CCaaS
8.2
Teleopti WFM
Validate callers
Avaya OneCloud CCaaS
7.6
Teleopti WFM
Outbound response
Avaya OneCloud CCaaS
8.5
Teleopti WFM
Call forwarding
Avaya OneCloud CCaaS
8.4
Teleopti WFM
Click-to-call (CTC)
Avaya OneCloud CCaaS
7.9
Teleopti WFM
Warm transfer
Avaya OneCloud CCaaS
8.4
Teleopti WFM
Predictive dialing
Avaya OneCloud CCaaS
6.2
Teleopti WFM
Interactive voice response
Avaya OneCloud CCaaS
8.7
Teleopti WFM
REST APIs
Avaya OneCloud CCaaS
7.7
Teleopti WFM
Call scripts
Avaya OneCloud CCaaS
8.3
Teleopti WFM
Call tracking
Avaya OneCloud CCaaS
8.7
Teleopti WFM
Multichannel integration
Avaya OneCloud CCaaS
8.0
Teleopti WFM
CRM software integration
Avaya OneCloud CCaaS
6.7
Teleopti WFM

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.1
Teleopti WFM
Inbound call routing
Avaya OneCloud CCaaS
7.5
Teleopti WFM
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.1
Teleopti WFM
Recording
Avaya OneCloud CCaaS
8.6
Teleopti WFM
Quality management
Avaya OneCloud CCaaS
8.4
Teleopti WFM
Call analytics
Avaya OneCloud CCaaS
7.7
Teleopti WFM
Historical reporting
Avaya OneCloud CCaaS
8.0
Teleopti WFM
Live reporting
Avaya OneCloud CCaaS
8.1
Teleopti WFM
Customer surveys
Avaya OneCloud CCaaS
8.0
Teleopti WFM
Customer interaction analytics
Avaya OneCloud CCaaS
8.0
Teleopti WFM

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

Teleopti WFM

  • Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
  • Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
  • User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
  • The installation and onboarding process was pretty smooth considering other launches we've had.
Clinton Verley | 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

Teleopti WFM

  • Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
  • I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
Kayla Gillespie | 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

Teleopti WFM

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

Teleopti WFM

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

Teleopti WFM

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.
Richard Heller | TrustRadius Reviewer

Teleopti WFM

We previously used Wisdom WFM, but it didn't accomplish nearly as much as Teleopti WFM has for us.
Anonymous | 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

Teleopti WFM

  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
Clinton Verley | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Teleopti WFM

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.1
Teleopti WFM
7.8

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Teleopti WFM

Usability

Avaya OneCloud CCaaS
8.0
Teleopti WFM

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Teleopti WFM

Performance

Avaya OneCloud CCaaS
10.0
Teleopti WFM

Support Rating

Avaya OneCloud CCaaS
7.7
Teleopti WFM

Implementation Rating

Avaya OneCloud CCaaS
9.1
Teleopti WFM

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