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Top Rated
83 Ratings

Avaya OneCloud UCaaS

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Top Rated
83 Ratings
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Score 8 out of 100
15 Ratings
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Score 6.8 out of 100

Likelihood to Recommend

Avaya OneCloud UCaaS

The Avaya solution only adds to the collaboration of companies with unlimited meetings and no time limit. Cloud recording features not depending on local storage space. The software has high build quality and allows high quality video calls from anywhere.
Arthur Rocha | TrustRadius Reviewer

Freshdesk Contact Center (Formerly Freshcaller)

If you have a very small group of representatives that are strictly using FreshDesk as their ticket management system that needs to have call integration, I can see this solution working - but from a cost perspective, there are better options, even if they lack the tight integration between FreshWorks products. I am struggling to find scenarios other than above that Freshcaller is well suited.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
6.8
Hosted PBX
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
7.1
Multi-level Interactive Voice Response (IVR)
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
8.2
Call reports
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
6.4
Directory of employee names
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
5.5

Call Management

Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
7.4
Answering rules
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
7.3
Call recording
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
8.4
Call park
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
7.0
Call screening
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
6.3
Message alerts
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
7.8

VoIP system collaboration

Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Audio conferencing
Avaya OneCloud UCaaS
Freshdesk Contact Center (Formerly Freshcaller)
5.9

Pros

Avaya OneCloud UCaaS

  • Online meetings, online collaboration, business meetings.
  • Recording of video calls and training in [Avaya] Spaces.
  • Nice visual interface and general space to create unlimited rooms with customized settings for each.
  • Excellent video quality.
  • It's great for creating webinars, events, and trainings.
Pedro Oliveira | TrustRadius Reviewer

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

Cons

Avaya OneCloud UCaaS

  • 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.
Alfred Brock | TrustRadius Reviewer

Freshdesk Contact Center (Formerly Freshcaller)

  • The UX and UI could use an upgrade.
  • The process could be better when importing a hard line into the system.
  • We could use more additional reporting features.
Steven Duran | TrustRadius Reviewer

Usability

Avaya OneCloud UCaaS

Avaya OneCloud UCaaS 7.3
Based on 1 answer
There are few times that we have not been able to take advantage of the tool, but those moments are related to the bandwidth of each person in [their] home. Those who have low signal cannot access meetings on the platform smoothly.
Diana Gervasio | TrustRadius Reviewer

Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact Center (Formerly Freshcaller) 8.0
Based on 1 answer
It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.
Steven Duran | TrustRadius Reviewer

Support Rating

Avaya OneCloud UCaaS

Avaya OneCloud UCaaS 9.0
Based on 29 answers
The support is good. Avaya is one of the largest companies in this area of ​​unified communications. Support can be activated by phone and email. Our team has already triggered a few times and from what they told me everything was normal and fast. The price is a little expensive but I believe it is worth buying together for more security.
Bruno Carvalho | TrustRadius Reviewer

Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact Center (Formerly Freshcaller) 7.6
Based on 6 answers
Support is chat and email-based - the support team is available during the workday, but anything that is outside of the knowledge base or common knowledge of the system is taken down and forwarded along to the development team, which doesn't hold the same hours. Responses regarding bugs and problems with the system can take hours and days for a response - which is not useful if you're experiencing a problem with your customer support team's primary communications channel.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Avaya OneCloud UCaaS

I have experienced less technical problems with Avaya compared to other platforms. Avaya was easy to implement for all ages as it didn't require a lot to log into sessions for the younger grade students and the features are simple enough that my first graders can use Avaya without the help of their parents.
Anonymous | TrustRadius Reviewer

Freshdesk Contact Center (Formerly Freshcaller)

At the time, the features seemed to integrate better with a possible ITSM platform that would be a little more catered to our style and liking. If I remember correctly, both operated on Twilio but I'm not sure if that's still the case. Since I no longer assist with those services I'm not sure where the route will go.
Anonymous | TrustRadius Reviewer

Return on Investment

Avaya OneCloud UCaaS

  • 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.
Anonymous | TrustRadius Reviewer

Freshdesk Contact Center (Formerly Freshcaller)

  • Overpriced for what it offered - we paid nearly $600/month for 10 users. Could not drop them fast enough for this reason alone.
Anonymous | TrustRadius Reviewer

Pricing Details

Avaya OneCloud UCaaS

General

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

Avaya OneCloud UCaaS Editions & Modules

Additional Pricing Details

Freshdesk Contact Center (Formerly Freshcaller)

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$0*

* Unlimited Agents

Freshdesk Contact Center (Formerly Freshcaller) Editions & Modules

Edition
Enterprise$691
FREE$02
Pro$393
Growth$154
  1. per agent/per month, billed annually
  2. per agent/per month
  3. per agent/per month, billed annually
  4. per agent/per ,billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Avaya OneCloud UCaaS
8.9
Freshdesk Contact Center (Formerly Freshcaller)
7.2

Usability

Avaya OneCloud UCaaS
7.3
Freshdesk Contact Center (Formerly Freshcaller)
8.0

Support Rating

Avaya OneCloud UCaaS
9.0
Freshdesk Contact Center (Formerly Freshcaller)
7.6

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