Top Rated
161 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Feature Set Ratings

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

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%
9.5

TELUS Cloud Contact Center (TC3)

95%
TELUSCloud Contact Center ranks higher in 10/13 features

Agent dashboard

9.1
91%
25 Ratings
9.2
92%
2 Ratings

Validate callers

9.2
92%
24 Ratings
8.8
88%
2 Ratings

Outbound response

9.0
90%
24 Ratings
10.0
100%
1 Rating

Call forwarding

9.3
93%
26 Ratings
9.6
96%
2 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
9.6
96%
2 Ratings

Warm transfer

8.9
89%
25 Ratings
9.2
92%
2 Ratings

Predictive dialing

8.5
85%
21 Ratings
10.0
100%
1 Rating

Interactive voice response

8.8
88%
21 Ratings
9.6
96%
2 Ratings

REST APIs

9.1
91%
20 Ratings
9.0
90%
1 Rating

Call scripts

9.2
92%
22 Ratings
10.0
100%
1 Rating

Call tracking

9.3
93%
25 Ratings
8.6
86%
2 Ratings

Multichannel integration

8.9
89%
24 Ratings
10.0
100%
1 Rating

CRM software integration

9.2
92%
23 Ratings
10.0
100%
1 Rating

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
9.6

TELUS Cloud Contact Center (TC3)

96%
TELUSCloud Contact Center ranks higher in 9/9 features

Inbound call routing

9.3
93%
27 Ratings
9.6
96%
2 Ratings

Omnichannel inbound routing

9.2
92%
25 Ratings
10.0
100%
1 Rating

Recording

8.8
88%
25 Ratings
9.2
92%
2 Ratings

Quality management

8.9
89%
25 Ratings
9.2
92%
2 Ratings

Call analytics

8.9
89%
25 Ratings
9.2
92%
2 Ratings

Historical reporting

8.7
87%
25 Ratings
9.2
92%
2 Ratings

Live reporting

9.1
91%
25 Ratings
10.0
100%
1 Rating

Customer surveys

9.0
90%
23 Ratings
10.0
100%
1 Rating

Customer interaction analytics

8.9
89%
23 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • TELUSCloud Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.4

Avaya OneCloud CCaaS

84%
44 Ratings
9.2

TELUS Cloud Contact Center (TC3)

92%
2 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Support Rating

6.2

Avaya OneCloud CCaaS

62%
6 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 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
Aly Hajiani | TrustRadius Reviewer

TELUS Cloud Contact Center (TC3)

TELUS Cloud Contact Center offers the best cloud services software to handle customer requests, place an order, track product delivery experience, and handle a lot of customers, it enables co-browsing and talking to customers and screen sharing all is possible at the operational level 24/7. It takes customer experience to a higher level is because it invested in the latest tech in order to bring seamless cloud services across devices and apps anywhere and at any time that saving time and cost as well. It actively encourages users to engage customers remotely no matter whether they are at home or at the enterprise. Its contact support is one of the best features of the product. It let you collaborate with new tech apparatus and various platforms without much cost and hassle. Thanks, TELUS Cloud Contact Center.
Sayed Manzar Hassan | TrustRadius Reviewer

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

TELUS Cloud Contact Center (TC3)

  • Easy to [manage] users
  • Easy to setup features
  • Multiple device/apps to access the services
Anonymous | 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

TELUS Cloud Contact Center (TC3)

  • At times glitches show up while connecting several apps, however, it is not difficult to fix and manage across multiple platforms.
  • The cost of the apparatus is not so competitive in order to pull more customers to the international market, that being said, if an individual wants to set up a home-based contact center then it has to be affordable like it offers services to big enterprises.
  • Here and there is some mess with functionality while the connecting voices of multiple customers can be easily fixable.
Sayed Manzar Hassan | TrustRadius Reviewer

Pricing 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

TELUS Cloud Contact Center (TC3)

General

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

Starting Price

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

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

No score
No answers yet
No answers on this topic

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 6.2
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.
Uchenna Ezumezuh | TrustRadius Reviewer

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

Shaw Smart Voice
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

TELUS Cloud Contact Center (TC3)

  • Cloud integration is easy on multiple channel apps and CRM gives the best response and saves time.
  • There is not any glitch in the voice handling of customers and agents easily route calls to remote agents.
  • Co-browsing and screen sharing is the best feature of its multitasking while one call with the consumer.
Sayed Manzar Hassan | TrustRadius Reviewer

Add comparison