134 Ratings
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Score 7 out of 100
1 Rating
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Score 8 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

TELUS Cloud Contact Center (TC3)

A universal communication platform
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
TELUS Cloud Contact Center (TC3)
8.3
Agent dashboard
Avaya OneCloud CCaaS
8.6
TELUS Cloud Contact Center (TC3)
8.0
Validate callers
Avaya OneCloud CCaaS
8.1
TELUS Cloud Contact Center (TC3)
7.0
Outbound response
Avaya OneCloud CCaaS
8.9
TELUS Cloud Contact Center (TC3)
Call forwarding
Avaya OneCloud CCaaS
8.8
TELUS Cloud Contact Center (TC3)
9.0
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
TELUS Cloud Contact Center (TC3)
9.0
Warm transfer
Avaya OneCloud CCaaS
8.8
TELUS Cloud Contact Center (TC3)
8.0
Predictive dialing
Avaya OneCloud CCaaS
7.1
TELUS Cloud Contact Center (TC3)
Interactive voice response
Avaya OneCloud CCaaS
9.0
TELUS Cloud Contact Center (TC3)
9.0
REST APIs
Avaya OneCloud CCaaS
8.3
TELUS Cloud Contact Center (TC3)
Call scripts
Avaya OneCloud CCaaS
8.7
TELUS Cloud Contact Center (TC3)
Call tracking
Avaya OneCloud CCaaS
9.0
TELUS Cloud Contact Center (TC3)
8.0
Multichannel integration
Avaya OneCloud CCaaS
8.4
TELUS Cloud Contact Center (TC3)
CRM software integration
Avaya OneCloud CCaaS
7.8
TELUS Cloud Contact Center (TC3)

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
TELUS Cloud Contact Center (TC3)
8.2
Inbound call routing
Avaya OneCloud CCaaS
8.1
TELUS Cloud Contact Center (TC3)
9.0
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
TELUS Cloud Contact Center (TC3)
Recording
Avaya OneCloud CCaaS
8.9
TELUS Cloud Contact Center (TC3)
8.0
Quality management
Avaya OneCloud CCaaS
8.8
TELUS Cloud Contact Center (TC3)
8.0
Call analytics
Avaya OneCloud CCaaS
8.3
TELUS Cloud Contact Center (TC3)
8.0
Historical reporting
Avaya OneCloud CCaaS
8.5
TELUS Cloud Contact Center (TC3)
8.0
Live reporting
Avaya OneCloud CCaaS
8.5
TELUS Cloud Contact Center (TC3)
Customer surveys
Avaya OneCloud CCaaS
8.5
TELUS Cloud Contact Center (TC3)
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
TELUS Cloud Contact Center (TC3)

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)

  • Hardware features
  • Some set up are not flexible
  • Cost
Anonymous | 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

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 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

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)

  • Save on cost when combining other services
  • Easier to communicate with remote employees
Anonymous | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

TELUS Cloud Contact Center (TC3)

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
TELUS Cloud Contact Center (TC3)
8.0

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
TELUS Cloud Contact Center (TC3)

Usability

Avaya OneCloud CCaaS
8.0
TELUS Cloud Contact Center (TC3)

Reliability and Availability

Avaya OneCloud CCaaS
7.0
TELUS Cloud Contact Center (TC3)

Performance

Avaya OneCloud CCaaS
10.0
TELUS Cloud Contact Center (TC3)

Support Rating

Avaya OneCloud CCaaS
7.7
TELUS Cloud Contact Center (TC3)

Implementation Rating

Avaya OneCloud CCaaS
9.1
TELUS Cloud Contact Center (TC3)

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