What users are saying about
Avaya OneCloud CCaaS
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Top Rated
160 Ratings
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Based on 160 reviews and ratings
32 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 32 reviews and ratings
Feature Set Ratings
Contact Center Software
9.0
Avaya OneCloud CCaaS
90%

Verint Workforce Engagement (discontinued)
Feature Set Not Supported
N/A
Avaya OneCloud CCaaS ranks higher in 13/13 features
Avaya OneCloud CCaaS ranks higher in 13/13 features
Agent dashboard
9.1
91%
25 Ratings

N/A
0 Ratings
Validate callers
9.2
92%
24 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%
25 Ratings

N/A
0 Ratings
Predictive dialing
8.4
84%
21 Ratings

N/A
0 Ratings
Interactive voice response
8.8
88%
21 Ratings

N/A
0 Ratings
REST APIs
9.0
90%
20 Ratings

N/A
0 Ratings
Call scripts
9.2
92%
22 Ratings

N/A
0 Ratings
Call tracking
9.3
93%
25 Ratings

N/A
0 Ratings
Multichannel integration
8.9
89%
24 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%

Verint Workforce Engagement (discontinued)
Feature Set Not Supported
N/A
Avaya OneCloud CCaaS ranks higher in 9/9 features
Avaya OneCloud CCaaS ranks higher in 9/9 features
Inbound call routing
9.3
93%
27 Ratings

N/A
0 Ratings
Omnichannel inbound routing
9.2
92%
25 Ratings

N/A
0 Ratings
Recording
8.8
88%
25 Ratings

N/A
0 Ratings
Quality management
8.9
89%
25 Ratings

N/A
0 Ratings
Call analytics
8.9
89%
25 Ratings

N/A
0 Ratings
Historical reporting
8.7
87%
25 Ratings

N/A
0 Ratings
Live reporting
9.1
91%
25 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 Renew, Implementation Rating
- Verint Workforce Engagement (discontinued) is rated higher in 2 areas: Likelihood to Recommend, Support Rating
- Avaya OneCloud CCaaS and Verint Workforce Engagement (discontinued) are tied in 1 area: Usability
Likelihood to Recommend
8.4
Avaya OneCloud CCaaS
84%
44 Ratings

8.5
Verint Workforce Engagement (discontinued)
85%
11 Ratings
Likelihood to Renew
8.0
Avaya OneCloud CCaaS
80%
13 Ratings

7.2
Verint Workforce Engagement (discontinued)
72%
8 Ratings
Usability
8.0
Avaya OneCloud CCaaS
80%
6 Ratings

8.0
Verint Workforce Engagement (discontinued)
80%
1 Rating
Availability
7.0
Avaya OneCloud CCaaS
70%
2 Ratings

Verint Workforce Engagement (discontinued)
N/A
0 Ratings
Performance
10.0
Avaya OneCloud CCaaS
100%
2 Ratings

Verint Workforce Engagement (discontinued)
N/A
0 Ratings
Support Rating
6.3
Avaya OneCloud CCaaS
63%
6 Ratings

9.0
Verint Workforce Engagement (discontinued)
90%
2 Ratings
Implementation Rating
9.1
Avaya OneCloud CCaaS
91%
6 Ratings

8.0
Verint Workforce Engagement (discontinued)
80%
2 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
Business Development Executive | United States Enterprise Sales.
ZycusComputer Software, 501-1000 employees
Verint Workforce Engagement (discontinued)
On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
Professional
Coca-Cola European PartnersConsumer Goods, 1001-5000 employees
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.
Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees
Verint Workforce Engagement (discontinued)
- Blended forecasting – shift variety.
- Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
- Automated task scheduling - educated planning.
- We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
- Scorecard reporting –Visibility over performance.
- Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
System Administrator
SportsbetGambling & Casinos, 501-1000 employees
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.
Communications Specialist
Yazaki North & Central AmericaAutomotive, 10,001+ employees
Verint Workforce Engagement (discontinued)
- I think the system needs better documentation, hard to find all the features and where to configure things
- I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
- Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
Telecom Engineer
Career Education CorporationEducation Management, 10,001+ employees
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
Verint Workforce Engagement (discontinued)
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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Verint Workforce Engagement (discontinued)
Verint Workforce Engagement (discontinued) 7.2
Based on 8 answers
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
Manager, Voice Network Services
AmeriHealth CaritasHospital & Health Care, 1001-5000 employees
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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Verint Workforce Engagement (discontinued)
Verint Workforce Engagement (discontinued) 8.0
Based on 1 answer
Because its great

Verified User
Analyst in Information Technology
Financial Services Company, 10,001+ employeesSupport Rating
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 6.3
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.
project manager
9mobileTelecommunications, 1001-5000 employees
Verint Workforce Engagement (discontinued)
Verint Workforce Engagement (discontinued) 9.0
Based on 2 answers
Because its excellent tool

Verified User
Analyst in Information Technology
Financial Services Company, 10,001+ employeesImplementation Rating
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.
Verint Workforce Engagement (discontinued)
Verint Workforce Engagement (discontinued) 8.0
Based on 2 answers
I do not have any key insights regarding implementation of Verint

Verified User
Analyst in Information Technology
Financial Services Company, 10,001+ employeesAlternatives 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.
Sr. Telco Technician
TektivityInformation Technology and Services, 11-50 employees
Verint Workforce Engagement (discontinued)
Nice - a little more costly than Verint.Qfiniti - no comparison - Verint is so much more!!Automony AspectWe selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
National Quality Manager
Guardian AlarmRetail, 10,001+ employees
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.

Verified User
Administrator in Information Technology
Consumer Services Company, 5001-10,000 employeesVerint Workforce Engagement (discontinued)
- The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
- User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
- The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.

Verified User
Professional in Information Technology
Insurance Company, 1001-5000 employees