135 Ratings
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Score 6.8 out of 100
31 Ratings
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Score 6.6 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

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

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
7.9
Verint Workforce Engagement (discontinued)
Agent dashboard
Avaya OneCloud CCaaS
8.2
Verint Workforce Engagement (discontinued)
Validate callers
Avaya OneCloud CCaaS
7.6
Verint Workforce Engagement (discontinued)
Outbound response
Avaya OneCloud CCaaS
8.5
Verint Workforce Engagement (discontinued)
Call forwarding
Avaya OneCloud CCaaS
8.4
Verint Workforce Engagement (discontinued)
Click-to-call (CTC)
Avaya OneCloud CCaaS
7.9
Verint Workforce Engagement (discontinued)
Warm transfer
Avaya OneCloud CCaaS
8.4
Verint Workforce Engagement (discontinued)
Predictive dialing
Avaya OneCloud CCaaS
6.2
Verint Workforce Engagement (discontinued)
Interactive voice response
Avaya OneCloud CCaaS
8.7
Verint Workforce Engagement (discontinued)
REST APIs
Avaya OneCloud CCaaS
7.7
Verint Workforce Engagement (discontinued)
Call scripts
Avaya OneCloud CCaaS
8.3
Verint Workforce Engagement (discontinued)
Call tracking
Avaya OneCloud CCaaS
8.7
Verint Workforce Engagement (discontinued)
Multichannel integration
Avaya OneCloud CCaaS
8.0
Verint Workforce Engagement (discontinued)
CRM software integration
Avaya OneCloud CCaaS
6.7
Verint Workforce Engagement (discontinued)

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.1
Verint Workforce Engagement (discontinued)
Inbound call routing
Avaya OneCloud CCaaS
7.5
Verint Workforce Engagement (discontinued)
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.1
Verint Workforce Engagement (discontinued)
Recording
Avaya OneCloud CCaaS
8.6
Verint Workforce Engagement (discontinued)
Quality management
Avaya OneCloud CCaaS
8.4
Verint Workforce Engagement (discontinued)
Call analytics
Avaya OneCloud CCaaS
7.7
Verint Workforce Engagement (discontinued)
Historical reporting
Avaya OneCloud CCaaS
8.0
Verint Workforce Engagement (discontinued)
Live reporting
Avaya OneCloud CCaaS
8.1
Verint Workforce Engagement (discontinued)
Customer surveys
Avaya OneCloud CCaaS
8.0
Verint Workforce Engagement (discontinued)
Customer interaction analytics
Avaya OneCloud CCaaS
8.0
Verint Workforce Engagement (discontinued)

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

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 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

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

Pricing Details

Avaya OneCloud CCaaS

General

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

Verint Workforce Engagement (discontinued)

General

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

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.1
Verint Workforce Engagement (discontinued)
8.5

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Verint Workforce Engagement (discontinued)
7.2

Usability

Avaya OneCloud CCaaS
8.0
Verint Workforce Engagement (discontinued)
8.0

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Verint Workforce Engagement (discontinued)

Performance

Avaya OneCloud CCaaS
10.0
Verint Workforce Engagement (discontinued)

Support Rating

Avaya OneCloud CCaaS
7.7
Verint Workforce Engagement (discontinued)
9.0

Implementation Rating

Avaya OneCloud CCaaS
9.1
Verint Workforce Engagement (discontinued)
8.0

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