What users are saying about
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Top Rated
153 Ratings
9 Ratings

Avaya OneCloud CCaaS

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Top Rated
153 Ratings
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Score 7.7 out of 100
9 Ratings
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Score 6.8 out of 100

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

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

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
Aly Hajiani | TrustRadius Reviewer

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.
Mariolis Ferrer | 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

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.
Tammy Gutierrez | 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

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.
Mariolis Ferrer | 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

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
  1. 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.
Michelle VanderBand | TrustRadius Reviewer

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.
Michelle VanderBand | TrustRadius Reviewer

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.
Uchenna Ezumezuh | TrustRadius Reviewer

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!!!
Tammy Gutierrez | 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

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.
Mariolis Ferrer | 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

Ytel

  • Forces my employees to be more productive.
  • Data management is simplified.
  • Ytel is very affordable.
Tammy Gutierrez | TrustRadius Reviewer

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