<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
160 Ratings

Avaya OneCloud CCaaS

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
160 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
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

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

    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

    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
    Aly Hajiani | TrustRadius Reviewer

    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.
    Rebecca Hunt | 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

    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.
    Gilbert Chinapen | 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

    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
    Andrew Makula | 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

    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.
    Michelle VanderBand | TrustRadius Reviewer

    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.
    Beth Seymour | TrustRadius Reviewer

    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

    Verint Workforce Engagement (discontinued)

    Verint Workforce Engagement (discontinued) 8.0
    Based on 1 answer
    Because its great
    Anonymous | TrustRadius Reviewer

    Support 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.
    Uchenna Ezumezuh | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    Verint Workforce Engagement (discontinued) 9.0
    Based on 2 answers
    Because its excellent tool
    Anonymous | TrustRadius Reviewer

    Implementation 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
    Anonymous | TrustRadius Reviewer

    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

    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.
    Joyce Schofield | 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

    Verint 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.
    Anonymous | TrustRadius Reviewer

    Add comparison