Avaya UCaaS vs. Call Center Studio

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya UCaaS
Score 8.0 out of 10
N/A
Avaya UCaaS is an all-in-one business communications platform. Avaya UCaaS aims to set employees up for success with unified internal communication, supporting voice, chat, email, video, file sharing, task management and more. Create collaboration in real-time, using any device or system, through one platform.
$19.99
per month per user
Call Center Studio
Score 9.0 out of 10
N/A
Call Center Studio is a call center built on Google, a secure and stable system with what the vendor describes as industry best reporting. For companies running a call center operation that are frustrated with the high cost, complexity and difficulty of the conventional systems, Call Center Studio provides a web-based, pay-as-you-go solution running on Google. It is a full-featured enterprise grade system and includes Google’s new Dialogflow and Speech API. Call Center Studio is designed…N/A
Pricing
Avaya UCaaSCall Center Studio
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya UCaaSCall Center Studio
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Avaya UCaaSCall Center Studio
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Avaya UCaaS
6.0
18 Ratings
30% below category average
Call Center Studio
-
Ratings
High quality audio7.918 Ratings00 Ratings
High quality video7.015 Ratings00 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Avaya UCaaS
7.6
11 Ratings
5% below category average
Call Center Studio
-
Ratings
Desktop sharing7.611 Ratings00 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Avaya UCaaS
7.6
12 Ratings
5% below category average
Call Center Studio
-
Ratings
Calendar integration7.012 Ratings00 Ratings
Meeting initiation7.212 Ratings00 Ratings
Record meetings / events6.910 Ratings00 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Avaya UCaaS
8.1
12 Ratings
5% above category average
Call Center Studio
-
Ratings
Live chat7.112 Ratings00 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Avaya UCaaS
7.4
15 Ratings
1% below category average
Call Center Studio
-
Ratings
User authentication7.414 Ratings00 Ratings
Participant roles & permissions7.415 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Avaya UCaaS
7.5
21 Ratings
8% below category average
Call Center Studio
-
Ratings
Hosted PBX7.914 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)7.414 Ratings00 Ratings
Directory of employee names6.019 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Avaya UCaaS
7.6
21 Ratings
8% below category average
Call Center Studio
-
Ratings
Answering rules8.620 Ratings00 Ratings
Call recording9.016 Ratings00 Ratings
Call park7.916 Ratings00 Ratings
Call screening7.115 Ratings00 Ratings
Message alerts8.919 Ratings00 Ratings
Business SMS/External Messaging7.411 Ratings00 Ratings
Online Fax5.59 Ratings00 Ratings
Voicemail Transcription6.716 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Avaya UCaaS
8.2
19 Ratings
5% below category average
Call Center Studio
-
Ratings
Mobile app for iOS7.814 Ratings00 Ratings
Mobile app for Android8.716 Ratings00 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Avaya UCaaS
7.0
14 Ratings
6% below category average
Call Center Studio
-
Ratings
Centralized communications management7.313 Ratings00 Ratings
Team messaging6.611 Ratings00 Ratings
Team document sharing7.09 Ratings00 Ratings
Call and meeting analytics7.213 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya UCaaS
-
Ratings
Call Center Studio
9.5
2 Ratings
13% above category average
Agent dashboard00 Ratings8.92 Ratings
Validate callers00 Ratings9.01 Ratings
Outbound response00 Ratings9.02 Ratings
Call forwarding00 Ratings10.02 Ratings
Click-to-call (CTC)00 Ratings10.01 Ratings
Warm transfer00 Ratings9.01 Ratings
Predictive dialing00 Ratings10.02 Ratings
Interactive voice response00 Ratings9.02 Ratings
REST APIs00 Ratings9.02 Ratings
Call scripts00 Ratings10.02 Ratings
Call tracking00 Ratings10.02 Ratings
Multichannel integration00 Ratings10.02 Ratings
CRM software integration00 Ratings9.02 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya UCaaS
-
Ratings
Call Center Studio
9.4
2 Ratings
13% above category average
Inbound call routing00 Ratings9.02 Ratings
Omnichannel inbound routing00 Ratings10.01 Ratings
Recording00 Ratings10.02 Ratings
Quality management00 Ratings9.02 Ratings
Call analytics00 Ratings9.02 Ratings
Historical reporting00 Ratings10.02 Ratings
Live reporting00 Ratings9.02 Ratings
Customer surveys00 Ratings9.02 Ratings
Customer interaction analytics00 Ratings9.02 Ratings
Best Alternatives
Avaya UCaaSCall Center Studio
Small Businesses
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.6 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Avaya UCaaSCall Center Studio
Likelihood to Recommend
8.4
(97 ratings)
9.0
(2 ratings)
Likelihood to Renew
8.5
(5 ratings)
-
(0 ratings)
Usability
6.6
(5 ratings)
-
(0 ratings)
Availability
8.7
(4 ratings)
-
(0 ratings)
Performance
6.2
(4 ratings)
-
(0 ratings)
Support Rating
7.4
(80 ratings)
-
(0 ratings)
In-Person Training
6.8
(2 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
6.0
(4 ratings)
-
(0 ratings)
Configurability
5.5
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.5
(2 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
5.9
(2 ratings)
-
(0 ratings)
Professional Services
10.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.2
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.7
(2 ratings)
-
(0 ratings)
User Testimonials
Avaya UCaaSCall Center Studio
Likelihood to Recommend
Avaya
Call centers where lots of calls come in per day are better suited for Cloud office. Small businesses or companies that don’t really make outgoing calls or receive a lot of incoming calls other than within the company would not really be suited for Avaya Cloud Office.
Read full review
Call Center Studio
+ We need to have make a unique survey implemantation. Like we had many surveys after the call and wanted distrubute randomly since they have such a good technical knowledge, we solved many technical obstacles in couple of days and implemented our survey. - I would like to see the dashboard pinned on my agents desktops.
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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
Call Center Studio
  • It has many important functions, such as call management, which allows me to know the calls on hold, incoming calls, time of the call, waiting time of the calls, this way I can have more control of how much time I invest to each client.
  • The function of recording calls is also very important to know my performance with the client and improve in the future.
  • It integrates very well with other applications such as Skype and Salesforce, which are the ones I use.
Read full review
Cons
Avaya
  • Avaya has very strong contact center offerings and more contact with our salesperson would be helpful, so we can explore the latest offerings
  • Although it's adequate a slightly more intuitive UI would be helpful
  • More integrated reporting at the end-user level.
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Call Center Studio
  • Dashboards can not be pin to the screen.
Read full review
Likelihood to Renew
Avaya
I would like to have better communication with the support teams and do not want to have to port to a new system.
Read full review
Call Center Studio
No answers on this topic
Usability
Avaya
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.
Read full review
Call Center Studio
No answers on this topic
Reliability and Availability
Avaya
Throughout a year and and a half of remote learning, we only experience two minor technology issues that were resolved within an hour
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Call Center Studio
No answers on this topic
Performance
Avaya
We have not been faced to any performance issue.
Read full review
Call Center Studio
No answers on this topic
Support Rating
Avaya
The Customer Service and Representatives are always kind and willing to go the extra mile to get anything resolved. Yet, we have not really needed them after the initial set up since the product actually works and we have not really experienced any major issues.
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Call Center Studio
No answers on this topic
In-Person Training
Avaya
whilst on site it was delivered by teams to the desks , not the fault of the trainer
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Call Center Studio
No answers on this topic
Online Training
Avaya
The online training was clear and effective.
Read full review
Call Center Studio
No answers on this topic
Implementation Rating
Avaya
Thank to the help of Avaya implementation team, the migration was done with minimal impact. All activities were well defined and done in time.
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Call Center Studio
No answers on this topic
Alternatives Considered
Avaya
Apart from Cisco Webex Calling/app no other vendor offers their own phones hardware, gateways. We need to add other vendors like yealink, Poly, Audiocodes to complete the solution. This makes things very difficult from management perspective. As you have to hire a person who can manage a multivendor environment. Also, in case of outage, multiple bridge open and every vendor blame others. Cisco is costly so we gave a chance to Avaya UCaaS based on its history and reputation in Calling market.
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Call Center Studio
cloud based and more flexible.
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Scalability
Avaya
Scalability was less important for our organization as our needs are quite stable.
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Call Center Studio
No answers on this topic
Return on Investment
Avaya
  • This made working from home possible, allowing me to take calls that I wouldn't be able to without having them forwarded by our communications department
  • It works with Teams, realizing when I'm on a conf call and automatically sets a status of away, preventing my phone from ringing, but allowing me to see the voicemail via text so that I can respond
  • If I step out of the office for a little bit, I can have my calls go directly to my cellphone to make sure I'm still available if needed
Read full review
Call Center Studio
  • A tool that has helped me a lot to handle my clients in a faster, more personal and diligent way, being able to increase my sales margins in a short time. The way this program showed me my mistakes, was decisive for the growth of my business, because I knew how to solve the problems efficiently.
Read full review
ScreenShots

Call Center Studio Screenshots

Screenshot of Supervisor Screen