What users are saying about
Avaya OneCloud CCaaS
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Top Rated
153 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 153 reviews and ratings
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 6.8 out of 100
Based on 9 reviews and ratings
Feature Set Ratings
- Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
9.0
Avaya OneCloud CCaaS
90%
8.0
Ytel
80%
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
8.1
81%
2 Ratings
Validate callers
9.2
92%
24 Ratings
7.8
78%
2 Ratings
Outbound response
9.0
90%
24 Ratings
8.0
80%
1 Rating
Call forwarding
9.3
93%
26 Ratings
8.0
80%
1 Rating
Click-to-call (CTC)
8.8
88%
21 Ratings
8.0
80%
1 Rating
Warm transfer
8.9
89%
25 Ratings
7.9
79%
2 Ratings
Predictive dialing
8.4
84%
21 Ratings
8.1
81%
2 Ratings
Interactive voice response
8.8
88%
21 Ratings
8.0
80%
1 Rating
REST APIs
9.0
90%
20 Ratings
8.0
80%
1 Rating
Call scripts
9.2
92%
22 Ratings
8.1
81%
2 Ratings
Call tracking
9.3
93%
25 Ratings
8.1
81%
2 Ratings
Multichannel integration
8.9
89%
24 Ratings
8.0
80%
1 Rating
CRM software integration
9.2
92%
23 Ratings
8.0
80%
1 Rating
Workforce Optimization (WFO)
9.0
Avaya OneCloud CCaaS
90%
8.1
Ytel
81%
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
8.1
81%
2 Ratings
Omnichannel inbound routing
9.2
92%
25 Ratings
8.0
80%
1 Rating
Recording
8.7
87%
25 Ratings
8.1
81%
2 Ratings
Quality management
8.9
89%
25 Ratings
8.1
81%
2 Ratings
Call analytics
8.9
89%
25 Ratings
8.1
81%
2 Ratings
Historical reporting
8.7
87%
25 Ratings
8.1
81%
2 Ratings
Live reporting
9.1
91%
25 Ratings
8.1
81%
2 Ratings
Customer surveys
9.0
90%
23 Ratings
8.0
80%
1 Rating
Customer interaction analytics
8.9
89%
23 Ratings
8.0
80%
1 Rating
Attribute Ratings
- Avaya OneCloud CCaaS is rated higher in 1 area: Likelihood to Recommend
- Ytel is rated higher in 1 area: Support Rating
Likelihood to Recommend
8.4
Avaya OneCloud CCaaS
84%
44 Ratings
8.0
Ytel
80%
2 Ratings
Likelihood to Renew
8.0
Avaya OneCloud CCaaS
80%
13 Ratings
Ytel
N/A
0 Ratings
Usability
8.0
Avaya OneCloud CCaaS
80%
6 Ratings
Ytel
N/A
0 Ratings
Availability
7.0
Avaya OneCloud CCaaS
70%
2 Ratings
Ytel
N/A
0 Ratings
Performance
10.0
Avaya OneCloud CCaaS
100%
2 Ratings
Ytel
N/A
0 Ratings
Support Rating
6.3
Avaya OneCloud CCaaS
63%
6 Ratings
10.0
Ytel
100%
2 Ratings
Implementation Rating
9.1
Avaya OneCloud CCaaS
91%
6 Ratings
Ytel
N/A
0 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
Ytel
Ytel is perfect for creating engagement workflows and improving the customer experience by getting scalable calling capability in a few simple steps by accessing communications quickly and easily. It is a platform that offers the ease of communicating with potential clients effectively through voice and SMS, amplifying the participation of clients in a dynamic way with total security.
Human Resources Director
Madrid ActivaGovernment Administration, 1-10 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
Ytel
- Ytel is very user friendly.
- Ytel keeps track of my employees time and makes sure their time is productive.
- Ytel has EXCELLENT customer support.
Project Coordinator
US Alert SecuritySecurity & Investigations, 11-50 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
Ytel
- Ytel is a contact center software that makes it easy to connect with our customers from anywhere, saving waiting time and money on travel. It is an intelligent and fun way to communicate with our customers safely and immediately. It's a commercial telephone system that leaves as results committed agents and satisfied customers and is a complete tool that offers excellent and flexible features.
Human Resources Director
Madrid ActivaGovernment Administration, 1-10 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
Avaya OneCloud CCaaS Editions & Modules
—
Additional Pricing Details
Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)Ytel
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$1 per month
Ytel Editions & Modules
Edition
Local | $1.001 |
---|---|
Toll Free | $2.001 |
Short Code | $500.001 |
- per month
Additional Pricing Details
—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
Ytel
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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
Ytel
No score
No answers yet
No answers on this topic
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.
project manager
9mobileTelecommunications, 1001-5000 employees
Ytel
Ytel 10.0
Based on 2 answers
Support is always available via chat or telephone. Support staff is very knowledgeable and helpful. In the 8 years that we have used Ytel, I have never had a bad support experience. Top-notch customer service!!!
Project Coordinator
US Alert SecuritySecurity & Investigations, 11-50 employees
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.
Sr. Telco Technician
TektivityInformation Technology and Services, 11-50 employees
Ytel
Ytel, in addition to being intelligent, flexible, and highly collaborative, provides a quality service but is very easy to use. A real-time communications software that allows you to interact by phone or SMS using a web-based workflow with two-way messaging, securely adding and editing contacts with customizable fields using various communication strategies.
Human Resources Director
Madrid ActivaGovernment Administration, 1-10 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 employeesYtel
- Forces my employees to be more productive.
- Data management is simplified.
- Ytel is very affordable.
Project Coordinator
US Alert SecuritySecurity & Investigations, 11-50 employees