Avaya OneCloud UCaaS vs Cisco Unified Contact Center

• Extreme audio and video quality during online meetings.
• It allows grouping many people at the same time in a meeting room, being able to create several simultaneous ones.
• Amazing interface and easy to use.
• It works very well on mobile devices.
• It works via the web.

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• Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
• The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
• The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.

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• I would like to see more of their in office communications systems. Right now they seem outpaced by competitors even though their core services are superior.
• The interface could be updated a little. There is a lot of interaction that the operator needs to go through that could be automated.

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• After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
• Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
• Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.

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• Single number reach has helped our operations team to be connected anytime required.
• Management team is with Mobile client where decision making is quick and no calls are lost as mobile is available all the time.
• Voice Quality is extremely good and helps in getting many ppl in conference with ease.
• Voicemail system is used to leave important message when not available and Call Back feature is extremely great.

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• Simplifications in the suite are needed because we faced hard times with its implementation.
• The product is price worthy when comparing it with what it really provides and offers.
• Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.

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