Avaya UCaaS vs. Vertical Wave IP

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.

Incentivized

The system does more than I've even had the pleasure to implement. I appreciate the staff and the system. It's stable and dynamic enough to meet any companies needs.

Incentivized

• 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.

Incentivized

• System uptime is tremendous, I almost forget it exists on my server rack.
• Desktop software is very easy to learn, I can train new receptionists within a few minutes and they don't have to memorize extensions or rely on a sheet of numbers
• Call recording works well, I am able to find calls based on a number of criteria and it finds the calls fast and I can easily export them for use.

Incentivized

• 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.

Incentivized

• There are a few interfaces for working with the system and it can be daunting to learn
• They charge quite a bit annually and if you miss an update they charge you additional fees to catch up.

Incentivized

I would like to have better communication with the support teams and do not want to have to port to a new system.

Incentivized

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.

Throughout a year and and a half of remote learning, we only experience two minor technology issues that were resolved within an hour

Incentivized

We have not been faced to any performance issue.

Incentivized

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.

Incentivized

whilst on site it was delivered by teams to the desks , not the fault of the trainer

Incentivized

The online training was clear and effective.

Incentivized

Thank to the help of Avaya implementation team, the migration was done with minimal impact. All activities were well defined and done in time.

Incentivized

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.

Incentivized

Scalability was less important for our organization as our needs are quite stable.

Incentivized

• 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

Incentivized

• Good call tracking and automated systems allows for less staff and accurate metrics

Incentivized