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94 Ratings

Avaya OneCloud UCaaS

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94 Ratings
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Score 9 out of 100
27 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Cloud PBX

    Avaya OneCloud UCaaS

    Feature Set Not Supported
    N/A
    8.7

    Freshdesk Contact Center

    87%
    Freshdesk Contact Center ranks higher in 4/4 features

    Hosted PBX

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Call reports

    N/A
    0 Ratings
    8.8
    88%
    9 Ratings

    Directory of employee names

    N/A
    0 Ratings
    8.8
    88%
    8 Ratings

    Call Management

    Avaya OneCloud UCaaS

    Feature Set Not Supported
    N/A
    8.8

    Freshdesk Contact Center

    88%
    Freshdesk Contact Center ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    8.7
    87%
    9 Ratings

    Call recording

    N/A
    0 Ratings
    9.2
    92%
    9 Ratings

    Call park

    N/A
    0 Ratings
    8.8
    88%
    7 Ratings

    Call screening

    N/A
    0 Ratings
    8.4
    84%
    8 Ratings

    Message alerts

    N/A
    0 Ratings
    9.2
    92%
    7 Ratings

    VoIP system collaboration

    Avaya OneCloud UCaaS

    Feature Set Not Supported
    N/A
    9.4

    Freshdesk Contact Center

    94%
    Freshdesk Contact Center ranks higher in 1/1 features

    Audio conferencing

    N/A
    0 Ratings
    9.4
    94%
    7 Ratings

    Attribute Ratings

    • Avaya OneCloud UCaaS is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    9.7

    Avaya OneCloud UCaaS

    97%
    31 Ratings
    7.5

    Freshdesk Contact Center

    75%
    10 Ratings

    Usability

    9.3

    Avaya OneCloud UCaaS

    93%
    4 Ratings
    8.0

    Freshdesk Contact Center

    80%
    1 Rating

    Availability

    9.7

    Avaya OneCloud UCaaS

    97%
    3 Ratings

    Freshdesk Contact Center

    N/A
    0 Ratings

    Performance

    9.5

    Avaya OneCloud UCaaS

    95%
    3 Ratings

    Freshdesk Contact Center

    N/A
    0 Ratings

    Support Rating

    9.8

    Avaya OneCloud UCaaS

    98%
    29 Ratings
    8.1

    Freshdesk Contact Center

    81%
    6 Ratings

    Contract Terms and Pricing Model

    9.1

    Avaya OneCloud UCaaS

    91%
    3 Ratings

    Freshdesk Contact Center

    N/A
    0 Ratings

    Professional Services

    9.6

    Avaya OneCloud UCaaS

    96%
    2 Ratings

    Freshdesk Contact Center

    N/A
    0 Ratings

    Likelihood to Recommend

    Avaya

    On Avaya OneCloud UCaaS I could participate in meetings in a few seconds by just entering the room URL and the password created by the administration. It is cross-platform; it can work on Windows, Linux, Mac, Android, and IOS and is accessed through the browser. It also allows you to enter the room using a conventional telephone by dialing a number. Guests do not need to register for Avaya OneCloud UCaaS and only need to enter their names. I don't see any access and configuration difficulties, and it can be used by anyone and any company.
    Read full review

    Freshworks Inc

    One scenario where Freshdesk Contact Center is well suited is when we have a lot of parents calling in with requests about student transcripts, and or grades, we can better interact with each caller and not have a lot of people on hold waiting for a long time. One scenario where Freshdesk might not be well suited is when callers get the chatbot more often than talking to an actual person.
    Read full review

    Pros

    Avaya

    • User-friendly GUI management interface with the possibility to create different rooms, notebooks, calendars, and chats.
    • The management interface for recordings is made in the rooms with the possibility of downloading them to the location.
    • Link and file sharing with other participants.
    • Chat with all participants and individual.
    Read full review

    Freshworks Inc

    • From this centralized help desk, we are able to allocate tickets and communicate with staff and clients via email.
    • The ability to phone a lead or customer directly from Freshdesk is fantastic.
    • Handling of waiting lines.
    Read full review

    Cons

    Avaya

    • 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.
    Read full review

    Freshworks Inc

    • Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
    • The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
    • Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
    • Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.
    Read full review

    Pricing Details

    Avaya OneCloud UCaaS

    Starting Price

    Editions & Modules

    Avaya OneCloud UCaaS editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      Freshdesk Contact Center

      Starting Price

      $0 per agent/per month

      Editions & Modules

      Freshdesk Contact Center editions and modules pricing
      EditionModules
      Enterprise691
      FREE02
      Pro393
      Growth154

      Footnotes

      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

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional $0

      Additional Details

      Usability

      Avaya

      Avaya Spaces is easy to use and provides a friendly and intuitive interface to create and manage meeting rooms called Spaces. We created one for each IT area within our department. It's easy to add a password for privacy and invite other colleagues with an email invitation or direct link. During the meeting, the icons are intuitive to activate and deactivate the camera and microphone as well.
      Read full review

      Freshworks Inc

      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.
      Read full review

      Reliability and Availability

      Avaya

      We have never had problems with Avaya Spaces instabilities or inoperability. I believe the Avaya server is Tier3 with 99.9% availability. The meeting rooms are always active and can be accessed from anywhere and from any device because it has an official app on Android and iOS. I do not recommend going through the browser in meeting rooms because the experience is not so positive.
      Read full review

      Freshworks Inc

      No answers on this topic

      Performance

      Avaya

      The software is really great, the only problem being the integration with email platforms like Outlook. It is necessary to create a plugin to optimize the invitation experience. But I have nothing to complain about the rest. It's perfect, the experience during the meetings and the audio and image quality are differentiated and with excellent quality. Avaya Spaces works great on PC, web and apps and gives us a lot of mobility.
      Read full review

      Freshworks Inc

      No answers on this topic

      Support Rating

      Avaya

      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.
      Read full review

      Freshworks Inc

      Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.
      Read full review

      Alternatives Considered

      Avaya

      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.
      Read full review

      Freshworks Inc

      Because the integration with the CRM was very bad I thought it's better to select something which has good integration with CRM. The fresh caller is available at cheaper prices and hence affordable. We get the entire call history with call recordings. Support is good in Freshcaller but can be improvised.
      Read full review

      Contract Terms and Pricing Model

      Avaya

      The pricing is fair. In this day in age, you tend to get what you pay for. Good products and services that are reliable and efficient come at a cost and this cost was fair
      Read full review

      Freshworks Inc

      No answers on this topic

      Return on Investment

      Avaya

      • 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.
      Read full review

      Freshworks Inc

      • Call logs helps analyse the interactions which each lead - helps space out if need be.
      • Follow ups are simplified due to viewing of past activity.
      • Easy integration helps in saving costs of phone calls.
      Read full review

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