Avaya UCaaS vs. Webex Calling

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 audio is very clear, but when the two devices are close, there is considerable noise. Also the calling is quite expensive considering that there are countless free tools available which provide the same features. Call recording is an add on so there you need to think about whether it's worth purchasing or not. Also that it can be used on multiple devices with the app makes things easier. For small scale corporates and teams it's all good, but with respect to its competitors bringing so much on plate and that too for free, I rate it 6/10.

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

• For example, with WebEx calling, it's an offer which include many features of each on-prem server and every features are included in WebEx calling. So that's something which is very appreciated by customer because they don't have to buy each server like it was the case. They just buy WebEx calling and they have many features. Even if they don't need it, they have it and we can give them the notice to use them and they can use it and they are very happy with this software.

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

• It might be that we didn't have this package, but transcription capabilities were not included.
• Sometimes, using Webex Calling would make my computer and other programs run slow
• If screens were being shared, it required a lot of bandwidth and sometimes froze or glitched.

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

because have been using it and its easy to configure and manage

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.

It is a very easy product to deploy and configure and to really take advantage of. It does not matter if you are using it in an office or your home, or for a security office or a collaboration meeting room - you have the right endpoint available for each case and the configuration parameters to improve the functionality you need.

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

I have been working for a long time with Cisco as a provider and also Cisco TAC and Cisco Support Engineers. The support starts right beforehand in the documentation of the product you are interested in. From the start you have a good, complete, and detailed and easy to read datasheet and there's always someone available to answer any questions.

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

The differences between both software can be marginal in some aspects,
but for the campaign in a proffessional level it was a clear win to
Webex due the quality and security of the platform, being a Cisco
product has more impact on the final decision, and in the end the
overall experience has been great, having used Twilio in the past, that
last part is my personal opinion.

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

• I don't make decisions on ROI, but Webex Calling is used quite widely in the organization.
• The ease of calling definitely makes it easy to coordinate across teams and geographies.
• Good performance in low bandwidth situations means that employees with lower bandwidths don't necessarily need to upgrade internet speeds to have video calling.

Incentivized