What users are saying about
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162 Ratings
3 Ratings

Avaya OneCloud CCaaS

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162 Ratings
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Score 7.7 out of 100
3 Ratings
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Score 2.9 out of 100

Likelihood to Recommend

Avaya OneCloud CCaaS

The tools provided by this system are detailed and can achieve the entire event without audio and video issues. It's a great system for us, and we're happy with the service they provide.So far, our business team has not encountered or encountered problems or difficulties in our daily work.
Jeyson Rivera | TrustRadius Reviewer

Vantage Point

It's great if you have a small contact center and are very comfortable with Vantage Point's coding, and you don't use Macs. Outside of that it can be a pretty tough platform to use. If you are running a large contact center or anything that will change much, I wouldn't recommend Vantage Point
Luke Ferrel | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.9
Vantage Point
Agent dashboard
Avaya OneCloud CCaaS
8.9
Vantage Point
Validate callers
Avaya OneCloud CCaaS
9.0
Vantage Point
Outbound response
Avaya OneCloud CCaaS
9.1
Vantage Point
Call forwarding
Avaya OneCloud CCaaS
9.1
Vantage Point
Click-to-call (CTC)
Avaya OneCloud CCaaS
9.1
Vantage Point
Warm transfer
Avaya OneCloud CCaaS
9.0
Vantage Point
Predictive dialing
Avaya OneCloud CCaaS
8.2
Vantage Point
Interactive voice response
Avaya OneCloud CCaaS
8.9
Vantage Point
REST APIs
Avaya OneCloud CCaaS
8.6
Vantage Point
Call scripts
Avaya OneCloud CCaaS
9.0
Vantage Point
Call tracking
Avaya OneCloud CCaaS
9.3
Vantage Point
Multichannel integration
Avaya OneCloud CCaaS
9.0
Vantage Point
CRM software integration
Avaya OneCloud CCaaS
9.0
Vantage Point

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.9
Vantage Point
Inbound call routing
Avaya OneCloud CCaaS
9.1
Vantage Point
Omnichannel inbound routing
Avaya OneCloud CCaaS
9.0
Vantage Point
Recording
Avaya OneCloud CCaaS
8.6
Vantage Point
Quality management
Avaya OneCloud CCaaS
9.0
Vantage Point
Call analytics
Avaya OneCloud CCaaS
8.7
Vantage Point
Historical reporting
Avaya OneCloud CCaaS
8.8
Vantage Point
Live reporting
Avaya OneCloud CCaaS
9.0
Vantage Point
Customer surveys
Avaya OneCloud CCaaS
9.0
Vantage Point
Customer interaction analytics
Avaya OneCloud CCaaS
8.9
Vantage Point

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

Vantage Point

  • Queue by queue predictions
  • Visibility into availability
  • Projected responsiveness based on availability
  • Schedule optimization
Luke Ferrel | 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

Vantage Point

  • Customer support/success - We didn't get any support from them after implementation.
  • Not Mac compatible - They said they had a way you could VPN in, but it didn't work.
  • The programming required is complex. It's not clear if this is meant as a DIY or if you should send things in to be programmed. We were told to send things in, but wouldn't hear back for extended periods of time.
Luke Ferrel | 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

Vantage Point

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

Vantage Point

No score
No answers yet
No answers on this topic

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.4
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

Vantage Point

Vantage Point 1.0
Based on 1 answer
We didn't have a clear operating agreement, and whenever we would call or email them they would tell us they were working on something, then we wouldn't hear back. We could have solved the problems ourselves if we had known we needed to - poor communication
Luke Ferrel | TrustRadius Reviewer

Alternatives Considered

Avaya OneCloud CCaaS

I have used 8x8 and Cisco as other phone services. So far we have really enjoyed the consistency and dependability of Avaya [OneCloud CCaaS]. It has given us the unique opportunity to better facilitate auditing and maintaining an efficient workforce to assist customers in a fast and meaningful matter. Avaya is very user friendly for our remote workers and it was a fairly easy transition to teaching them Avaya's system.
Kyle Panackia | TrustRadius Reviewer

Vantage Point

We picked Vantage Point based on functionality and price. We wanted something that was purely wfm and not anything else. Vantage Point has an a la carte solution and is very economical. In some ways, the failure of Vantage Point for our application wasn't Vantage Point's fault. We didn't dedicate as many resources as needed. That said, we didn't feel we got any support from their team
Luke Ferrel | TrustRadius Reviewer

Return on Investment

Avaya OneCloud CCaaS

  • Seamless implementation. If your access to the PSTN is through one of the major carriers, integrating the IP Office is quick, and easy. If you are in a market similar to ours where there are smaller carriers to work with, relying on your local Avaya business partner will allow for that same seamless integration.
  • Users will find the menus on their new phones easy to navigate. It never hurts to have a cheat sheet provided by you installer. The system is very intuitive, even for system administrators.
  • A new system paired with a new circuit contract has the potential for a cost savings that can pay for the new phone system in a 3 year time frame. We have customers that can attest to that!
Richard Heller | TrustRadius Reviewer

Vantage Point

  • Huge impact on staffing. 10% saving based on better utilization of agents.
  • More frequent SLA attainment.
Luke Ferrel | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required

Vantage Point

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
8.3
Vantage Point
2.9

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Vantage Point

Usability

Avaya OneCloud CCaaS
8.0
Vantage Point

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Vantage Point

Performance

Avaya OneCloud CCaaS
10.0
Vantage Point

Support Rating

Avaya OneCloud CCaaS
7.4
Vantage Point
1.0

Implementation Rating

Avaya OneCloud CCaaS
9.1
Vantage Point

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