What users are saying about
Top Rated
161 Ratings
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Score 7.9 out of 100
3 Ratings
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Score 1 out of 100

Feature Set Ratings

    Contact Center Software

    9.0

    Avaya OneCloud CCaaS

    90%

    Vantage Point

    Feature Set Not Supported
    N/A
    Avaya OneCloud CCaaS ranks higher in 13/13 features

    Agent dashboard

    9.2
    92%
    26 Ratings
    N/A
    0 Ratings

    Validate callers

    9.2
    92%
    25 Ratings
    N/A
    0 Ratings

    Outbound response

    9.0
    90%
    24 Ratings
    N/A
    0 Ratings

    Call forwarding

    9.3
    93%
    26 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.8
    88%
    21 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.9
    89%
    26 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.5
    85%
    21 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.8
    88%
    21 Ratings
    N/A
    0 Ratings

    REST APIs

    9.1
    91%
    20 Ratings
    N/A
    0 Ratings

    Call scripts

    9.3
    93%
    22 Ratings
    N/A
    0 Ratings

    Call tracking

    9.3
    93%
    25 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.9
    89%
    25 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.2
    92%
    23 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.0

    Avaya OneCloud CCaaS

    90%

    Vantage Point

    Feature Set Not Supported
    N/A
    Avaya OneCloud CCaaS ranks higher in 9/9 features

    Inbound call routing

    9.4
    94%
    28 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.2
    92%
    26 Ratings
    N/A
    0 Ratings

    Recording

    8.8
    88%
    26 Ratings
    N/A
    0 Ratings

    Quality management

    8.9
    89%
    26 Ratings
    N/A
    0 Ratings

    Call analytics

    8.9
    89%
    26 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.7
    87%
    26 Ratings
    N/A
    0 Ratings

    Live reporting

    9.1
    91%
    26 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.0
    90%
    23 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.9
    89%
    23 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Avaya OneCloud CCaaS is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    8.5

    Avaya OneCloud CCaaS

    85%
    45 Ratings
    1.0

    Vantage Point

    10%
    2 Ratings

    Likelihood to Renew

    8.0

    Avaya OneCloud CCaaS

    80%
    13 Ratings

    Vantage Point

    N/A
    0 Ratings

    Usability

    8.0

    Avaya OneCloud CCaaS

    80%
    6 Ratings

    Vantage Point

    N/A
    0 Ratings

    Availability

    7.0

    Avaya OneCloud CCaaS

    70%
    2 Ratings

    Vantage Point

    N/A
    0 Ratings

    Performance

    10.0

    Avaya OneCloud CCaaS

    100%
    2 Ratings

    Vantage Point

    N/A
    0 Ratings

    Support Rating

    6.1

    Avaya OneCloud CCaaS

    61%
    6 Ratings
    1.0

    Vantage Point

    10%
    2 Ratings

    Implementation Rating

    9.1

    Avaya OneCloud CCaaS

    91%
    6 Ratings

    Vantage Point

    N/A
    0 Ratings

    Likelihood to Recommend

    Avaya

    CCaaS is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
    Read full review

    Pipkins

    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
    Read full review

    Pros

    Avaya

    • 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.
    Read full review

    Pipkins

    • Cheap - Vantage point is a very economic solution.
    • Strong WFM models - Modified Erlang is great.
    Read full review

    Cons

    Avaya

    • 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.
    Read full review

    Pipkins

    • Predications are not accurate, much less than 80% they advertise
    • Price point is high
    • Try to charge you for indicators [that] would be free on literally any platform, MACD for example
    Read full review

    Pricing Details

    Avaya OneCloud CCaaS

    Starting Price

    $48 per month

    Editions & Modules

    Avaya OneCloud CCaaS editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Required

      Additional Details

      Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

      Pricing Info

      Vantage Point

      Starting Price

      Editions & Modules

      Vantage Point editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Avaya

        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.
        Read full review

        Pipkins

        No answers on this topic

        Usability

        Avaya

        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.
        Read full review

        Pipkins

        No answers on this topic

        Support Rating

        Avaya

        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.
        Read full review

        Pipkins

        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
        Read full review

        Alternatives Considered

        Avaya

        Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
        Read full review

        Pipkins

        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
        Read full review

        Return on Investment

        Avaya

        • 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!
        Read full review

        Pipkins

        • Not much impact.
        • Learned we needed to dedicate a full FTE to just program/manage Vantage Point.
        • We eventually built our own scheduling tool since it was not intuitive.
        Read full review

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