Avaya Cloud Office

Avaya Cloud Office

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Avaya Cloud Office


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Avaya-all in one solution

9 out of 10
May 14, 2022
Numerous problems have been solved in our org using the Avaya Cloud office like the ease of conferencing, collaborations, meetings, video …
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What is Avaya Cloud Office?

Avaya Cloud Office is a comprehensive cloud solution, developed to simplify business communication. Avaya Cloud Office supports UC and CC functions and allows users to call, chat, meet, and collaborate from anywhere. Powered by AI, the cloud platform is built to create a seamless, real-time,…

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Product Details

What is Avaya Cloud Office?

Avaya Cloud Office is a comprehensive cloud solution, developed to simplify business communication. Avaya Cloud Office supports UC and CC functions and allows users to call, chat, meet, and collaborate from anywhere. Powered by AI, the cloud platform is built to create a seamless, real-time, experience for both internal and external communication.

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Avaya Cloud Office Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo


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What are Avaya Cloud Office's top competitors?

Five9, 8x8 X Series, and Twilio are common alternatives for Avaya Cloud Office.

What is Avaya Cloud Office's best feature?

Reviewers rate Support Rating highest, with a score of 9.

Who uses Avaya Cloud Office?

The most common users of Avaya Cloud Office are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Reviews and Ratings




(1-25 of 35)
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Ravikumar Krishnamurthy | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is a unified communication system and we introduced it just a year before the pandemic. We have a very positive opinion of the products as it gives the user to work from anywhere, Digital experience and it also includes AI functionality which is very useful for High-quality customer experience. This implementation helped us a lot during the pandemic to connect with customers
  • Connect from any where
  • Digital workplace
  • Multiexperience
  • High quality customer experience
  • Performance
  • Frequent Security updates
  • Licensing cost can also be looked into
  • Reporting can be made easy
  • Integration can be further improved
It is suited for the following reasons 1. Easy to use 2. Stable system 3. A lot of features 4. Work from anywhere 5. AI functionality is good 6. A lot of APIs for integration Scenarios where it is less appropriate 1. To an org where the call load is less than 2. Where they don't require so many functionalities
My experience with their support is good during implementation and post-implementation. The support from their vendor or the implementation partner is also good. During pandemics, we used to face some issues and they took very less time to resolve and provide the solution to our problems. A good experience
Score 8 out of 10
Vetted Review
Verified User
Review Source
Due to the increase in demand for work at home users, this tool is very handy to maintain a good flow in our communication even with the distance, at the same time it allows us to keep a close record of how is used by our workforce; the functions that we have access are great and minimize the use of other tools.
  • Ease of use
  • Variety of options
  • Stability
  • Security
  • Design
  • Performance
Honestly, I believe this is a new generation and working at home this is a great option, in our case in specific, we are able to keep track of all our workforce, and Avaya is an already well-know software, that's why it was the first name that came up for our management team. The software is very friendly and really easy to introduce, which means less time for training and getting into operations as soon as possible.
Take my words with a grain of salt, because my contact with the customer support has been limited, as I'm mostly a user and not a full manager, however, my little interaction when having issues and escalating those, has been very fast and precise. What makes me believe that our people are getting the right support on time.
Brandon Losover | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
For the sales team, we used Avaya Cloud Office for all of our text and phone communications with customers. With us being remote, it was great to be able to have this functionality built into our systems and not have to carry around a physical phone. Also, this allowed us the option to not have call customers on our personal phones. We received our own numbers that we could use.
  • Communication
  • Mobile friendly accessibility and access to keep in touch with customers on the go.
  • Tracking KPIs and stats for sales reps.
  • When we used it, there were some bugs where incoming calls did not always show up.
  • Customers would sometimes complain the number came over as "spam" and not our work #.
  • Video integration on app could be a bit improved on connection and functionality.
Avaya Cloud Office is great for customer service and inside sales functions. It can also work really well for outside sales reps with access to the mobile app, you're able to video/text/call customers on the go.

Less appropriate would be the fact that calls sometimes show as spam, so customers won't answer.
I hesitate to score it higher just because I have not had a ton of interaction with support. I guess that could be seen as a good thing as for the most part, the software runs very smoothly without issues.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Avaya Cloud Office for our phone system, video conferencing, and messaging. Avaya Cloud Office helps bundle a phone system, video conferencing, messaging, and planning into 1 app.
  • The mobile app is great for remote workers.
  • Easy setup of users and call routing.
  • Call analytics provide good information.
  • Good call quality and uptime.
  • Being able to access group email from desk phone is missing.
  • Can't send calls to desk phone before sending to the app.
Avaya Cloud Office is great for mobile workers. I use the app on my cell phone all the time since I'm not always in the office. It's nice to be able to call or send a text, or even fax from my cell phone without giving out my personal cell number. It's also good for smaller companies who want to manage their own phone system.
Support has always been easy to use. I typically use webchat support if there's an issue I can't resolve myself. I've never had to wait more than a few minutes for a reply and issues are typically resolved pretty quickly. Each account is also assigned an account representative which can also be used as a point of contact for any issues.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya Cloud Office has allowed me to work from home as if I was still in the office. There is no need to contact communications to have them forward my number, or make any changes when working remote. I can go back and forth between the two and not have to worry about missing anything.
  • IOS App to manage
  • Cloud phone that only needs a network connection
  • Windows App
  • The cloud phone occasionally has to be rebooted to get calls on it
  • The Windows app isn't integrated with Zoom
  • The IOS app could use a better user interface
Avaya Cloud Office is great for someone that works both from home and at the office. The IOS app allows you to switch so that you get calls on your cell phone, and the cloud phone can easily be taken home if needed. It may be overkill if you work for an organization that requires you to be at the office when working.
I've only had to contact their support one time, and they were able to quickly get the issue resolved. It ended up being an issue on my end, which was easily corrected by me with their guidance. Rather than brush me off, they helped me get to the root of the issue.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Numerous problems have been solved in our org using the Avaya Cloud office like the ease of conferencing, collaborations, meetings, video calls, voice calls, messaging, etc. We get to connect to all our employees without any difficulty irrespective of their locations. Also, very easy to do meetings with clients, whether it is a conference call or a video meeting, it is quite a great product.
  • Collaboration
  • communication
  • Conferencing
  • High pricing
  • Software upgrade
  • Need hard training to operate
Avaya cloud office is best suited to places where the employees are at a remote location because it gets very difficult to coordinate with employees at a remote location, but with Avaya cloud office, it is easy as it is quite easy to communicate with people sitting anywhere without any hindrance.
Support is quite good
Score 7 out of 10
Vetted Review
Review Source
We use it for incoming and outgoing calls, instant messaging, and video meetings. We didn't have a business problem for it to solve, we were happy with our Avaya on-premise solution, but as well as selling ACO we wanted to experience it for ourselves, to better sell and support it. We use instant messaging and video a lot more than we did previously, which has brought benefits to the business.
  • Instant messaging
  • Video meetings
  • Mobile app
  • Work From Home telephony solution
  • Calls to a queue, that ring your phone but are answered by a colleague, show as missed calls
  • DND presence is not shown on handset BLF keys
  • Call routing quite basic and restrictive compared to Avaya IP Office
Good for basic telephony needs, where video and messaging are also required. Where more complex routing is needed the solution is limited, and if Teams or equivalent are in use a lot of the benefits are duplicated elsewhere. Good for remote working.
Very mixed. Typical for a large organization like Avaya, some employees are better than others. It is also very bureaucratic.
Score 10 out of 10
Vetted Review
Review Source
Avaya Cloud Office allows our organization to communicate with our clients through SMS, phone, fax, video, and web collaboration all from within one application on any device. The worry about whether or not to take our desk phones home during times of inclement weather is no more as we can use our laptops and mobile devices just as easily as our desk phones. The ease of administration and analytics is a big wow factor when we demo the product.
  • Provides features across all devices
  • Analytics
  • Creating new users and ordering phones from just one portal
  • Call backs in call queues
  • Priority queuing
  • Control desk phone with desktop app
Avaya Cloud Office allows us to effectively communicate with our employees while they are in the field. The ability to create teams and share content with team members is great for real-time updates on our projects.
Once you get someone that actually speaks fluent English they are great, other than the language barrier, support is great.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya Cloud Office is used daily in our business by all users. The system is very user-friendly and extremely easy to self-administer in the back office settings. It enables users to use many different features on an individual basis whilst giving super admin users direct access to monitor the system in real-time. The mobile application was a real bonus for us as it enables sales executives to access the phone system whilst not on site but still allows them to call from our main numbers and have all calls still recorded on our call log.
  • Great go-live customer support with detailed examples to help you determine the best way to set up the account
  • Simple and effective back-office administration which saves time as a super admin user can change settings easily without having to get Avaya support involved
  • User-friendly platform which even less technical employees don't have issues with using it
  • Poor billing team - always check your bills to ensure you are charged what you signed up for and unfortunately you do have to chase for responses from this team.
  • Enable a call forward feature with the desktop application instead of having to go into the online system to enable it.
It's a great system to use with some fantastic features which work really well for us, such as the mobile application and the desktop application. The setup and go-live support were fantastic and the team offered some great advice for the background setup. The back-office system for a super admin user is super user-friendly and very easy to self-control the settings which minimize the time needed to get in contact with support. After sorting out the go-live teething problems we haven't had to contact customer support for any system errors or faults in nearly a year. The downside to the business from our side is the billing team and the lack of customer service you get from that department.
The overall customer support has been excellent from a system side. The setup and go live support was great and the go live day went very smoothly. Ole and Andras knew the system very well and offered great advice in how to setup the system when we had features we hadn't used before. Even after they offered great service with the small minor teething problems we came across and nothing was too much for them to get things changed once go live was done.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Avaya Cloud Office is our main communication tool other than email. As we have staff located offshore, the system has allowed us to maintain seamless communication with our customers and suppliers.
  • Remote workforce management
  • call routing
  • call management
  • supervisor management
  • training
The Avaya Cloud Office does what is it supposed to do. I've found Integration with some systems is lacking and supervisor screens are missing in our version, when I was informed that they were included.
They are always ready to answer a question.
luca brandolini | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We needed a scalable solution, completely in the cloud that would allow us to work anywhere but above all had a system of statistics and monitoring of the work. Avaya Cloud office!
  • Queue stasistics and monitoring
  • Work anywhere
  • Scalable
  • Easy to use
  • User friendly
  • Easy to menage
  • Presence integration with Microsoft Teams
  • Automatic logoff when user are not connected via Application
  • Better calendar integration, when users are OUT OF OFFICE automatic turn off "accept queue calls"
Offices with stable members who use the system on a daily basis. Offices with alternate members where you need to buy too many licenses to cover all users
The solution has always worked. In addition to the normal initial training and some small adjustments all are perfect. Excellent support team
January 06, 2022

Extremely disappointed

Score 1 out of 10
Vetted Review
Verified User
Review Source
This e-mail that was sent to Avaya 2 weeks ago describes our experience with Avaya. Our company [decided] to have Avaya provide a phone solution has been one of the worst business decisions I have made in 40 years of being in business. We are extremely disappointed. "I am following up on an e-mail that I sent several months ago indicating that if we cannot resolve our phone issues we will need to find another solution. We are now at that point and am pursuing an alternative. It has been 6 months of trying to get an expectable solution without resolution. We have exhausted everything on our end, new hardware, cable runs, investigated and worked with Rogers, even tried to run several phones off a Bell network, All to no avail. Josiah has spent countless hours, many on hold with Avaya. A ticket to get our auto-attendant working has been open for months, unresolved. Last week I was managing the office alone and had no less than 20 problem calls, mostly dropped calls, sometimes 3 in a row, other calls with bad echoes, most outgoing calls have a “bubbly” noise for several seconds before connecting. Our techs are very frustrated and just use their cell phones. It has been extremely frustrating for our customers having to repeatedly call to get through. Not to mention the frustration our office staff has needed to deal with."
  • In my opinion, nothing
  • Customer service
  • Followup with open tickets
  • Resolving technical issues ( 6 months later problems are unresolved)
Score 8 out of 10
Vetted Review
Verified User
Review Source
We only just started using Avaya and for the moment are only using it as a telephony product. We will look at using the other features in due course. We had a fixed PABX system which didn't work for us in working from home situation. We wanted to have a cloud-based system that worked the same way in the office and at home.
  • It's reasonably intuitive and easy to use
  • It has many features our PABX didn't have
  • The support for setting up the system and knowing how to use it is average to poor
  • Trouble shooting things that aren't working properly is difficult
  • Support for being a portal administrator is average to poor
  • There is a 1-2 second gap between when a call is received and you can hear the caller. No one seems to be able to explain why that occurs and whether it can be fixed.
No Comment
Support is too remote and isn't proactive. It is entirely reactive.
December 31, 2021

One Avaya for everything

Score 9 out of 10
Vetted Review
Verified User
Review Source
Before Avaya Cloud Office, we used to handle our communications like many others, one application for instant messaging, one for calls, one for email, a calendar, and a to-do. This represented a hustle to be switching within apps, checking one, updating the other and so. Avaya Cloud Office has moved that to a bad memory, I can now do everything from anywhere with my Avaya app.
  • Task management.
  • Great SMS integration.
  • Calls works great even with slow connections.
  • Refresh rate needs to be optimized or customizable.
  • Works slow on low end phones.
  • High resolution video may be delayed.
Avaya Cloud Office is well suited for multitasking agents, it allows the management of several business processes at the same time, I can take calls, take notes and create tasks from the same app. For an agent who is only handling calls and a couple of notes, it may be a bit intimidating.
Avaya's customer support is simply out of this world, they are effective and very professional to instruct and educate everyone with challenges.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are using Avaya Cloud Office as a solution for our communication needs, we handle a lot of call requests from our customers and we have to use Avaya to integrate several communication channels in one single application. This is currently used by a few teams after we moved to work from home, but it was used before by admin staff and client services representatives.
  • Good video quality
  • Clear audio even with slow internet connection
  • Fast notifications
  • Slow refresh rate for some HD video
  • Learning curve is high
  • High hardware requirements
Avaya is well suited in work-from-home environments, it has allowed us to keep our calls at a professional level by enabling noise canceling and background removal.
I have had very positive experiences contacting Avaya Cloud Office customer support, they always go the extra mile to resolve my issues and concerns, I'm very happy with their support.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Because of its capacity to offer real-time video communication, the program has helped us accomplish several large projects in faraway locations. As the leader of my customer service team, I've found that using this video communication software has been invaluable.
  • Our team members are able to communicate quickly and exchange ideas due to the high-quality calls
  • The software has made it simpler for our team to collaborate and complete assignments
  • The program's sole flaw is that it occasionally drops phone calls
  • A better interface with other systems is needed for the software
  • The cost is too high
  • More customization
A work-from-home paradigm is best suited for this software. There are online meetings and VoIP phone calls between employees so that projects, services, and activities may continue even when they aren't in the office.
I haven't had any personal experience with Avaya's customer support, however, I have heard from my peers that they provide outstanding service and they resolve issues quickly.
Score 8 out of 10
Vetted Review
Verified User
Review Source
When it comes to interdepartmental collaboration, this product has been a game-changer for my business. We've been able to collaborate in real-time thanks to the support of technology. When video collaborating, guarantees quick communication and efficiency.
  • Collaboration and assignment completion have been made easier by the use of the program.
  • Our team members are able to interact rapidly and exchange ideas because of the high-quality calls that are available.
  • Great with metered connections.
  • During video collaboration meetings, the software loads at a sluggish rate, especially when utilizing high quality. [In my experience], it's a waste of time that has to be addressed immediately.
  • Needs to make integrations easier
  • Inexperienced users have a hard time figuring out how to use its many functions.
Organizations dealing with large data transfers might benefit from the software's efficiency. Sharing files is also a breeze with this program. If you're looking for a fast and reliable method of transferring files, this is the way to go!
Avaya Cloud Office has a world-class customer support team, always ready to help and willing to guide our staff, Avaya's customer support team has been a great ally during the implementation and has helped our team to learn about the advantages of Avaya Cloud Office.
December 12, 2021

All-in-one solution

Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya Cloud Office has adapted in our Customer Service Department for about a year now. Currently, we are in the process of enrolling it across all of our departments.
  • Powers VoIP calls via WiFi or over 3G/4G without wasting carrier minutes.
  • Offers text messages to anybody in the US and Canada for free.
  • Conversation handoffs allow you to go from utilizing a data service to a cellular modem during a call.
  • The service should include a mailbox
  • The current software does not support E-faxing. An E-fax extension would be an improvement
  • Avaya should introduced a mobile supported software.
Avaya services would be helpful to front desk assistants who are likely to receive a lot of calls at one point in time. Avaya services such as real-time VoIP calls will also significantly reduce calling costs.
Avaya's customer support team has presented a high level of support standards, always solving the problems in a timely manner.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Avaya Cloud Office to make local and international calls when speaking to suppliers and our transportation agency. Avaya Cloud Office has also been vital in our local communication since most of our clients are in the interior regions with network challenges. Avaya Cloud Office has enabled us to stay in direct contact with internal and external contacts through the Avaya Equinox and Avaya Workplace app.
  • Real-time VoIP calls significantly reduce calling costs, particularly for long-distance calls accessible from any location.
  • Numerous collaboration tools are included in the program, including VoIP, video conferencing, chat, presentations, and voicemail.
  • More efficient voice calls, video delivery, and messaging options with services' flexibility and simplicity of usage and without the requirement for physical.
  • There is no support for Avaya Cloud Office Phone, Avaya Cloud Office Phone for Mobile, or any other softphone.
  • There is no support for the Call Queue functionality. Intercom and paging services are not available.
  • Limited Extensions are capable of receiving paging calls, but they are unable to initiate paging calls.
When dealing with long-distance calls, Avaya Cloud offers cost-effective services. Additionally, the Avaya Cloud is suitable for video conferencing or video calls in areas with unstable network connectivity.
I have not personally contacted Avaya's customer support, my supervisor normally helps me with support requests so I don't contact them directly. However, I have been a witness of their efficiency, they have helped me to resolve issues permanently in a couple of minutes.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya Cloud Office has enabled us to stay in direct contact with our clients this is a very important requirement in this competitive industry. So far this is only been used by the customer service team, to supply the communications need the role demands.
  • What we liked most about this product was the simple user management interface.
  • It's convenient since it’s flexible.
  • Even if you're not at your workstation, you may still receive calls and talk with other people via a softphone.
  • Customer service.
  • Installing and using it might be a challenge if you don't know much about software.
  • It is not user friendly when it comes to customization.
This software would greatly help organizations with projects in remote areas and require constant communication between the project team and the management in the headquarter.
The customer support team has been very gentle and professional, they have addressed and resolved all my concerns and incidents with outstanding performance and efficiency, I have no complaints at all.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The Avaya Cloud Office is a very nice service, I am able to communicate with all the members of my company, and also the customers from the company, we use it to make and receive phone calls from customers and members. We received a lot of calls every day between staff members and productions too and we can't do it without [these] services.
  • It is easy to administrate.
  • It has very friendly interface.
  • Sounds quality is perfect!
  • Reporting Tab for reporting analyst calls representatives.
  • Desktop app instead of Cloud app.
  • Be capable of creating share folders to grant access to some company members.
The best use we have from Avaya Cloud is for meetings, when we experience issues with any other program we managed we can create a meeting so all affected persons can join it, discuss and fix the issue, no matter where you are located you can join it. At the moment I have not [seen] the option of [sharing] documents. This can be so easy for all the company members so we can share documents at the same time we are saving.
I personally do not have the access to contact the Avaya Cloud Office as this is a task of the Program manager's company. However, when we experienced an issue with the audio, access to a meeting, or receiving a call, we have a response and [fix] it immediately when the contact has been made with the customer support department.
November 24, 2021

Cloud or On-Premises

Score 9 out of 10
Vetted Review
Verified User
Review Source
Well, the Avaya legacy servers are in an EoS. In case there is a Hardware failure is difficult to find replacements. While using UCaaS, everything is up to date and we can save many costs in CAPEX cost. Also, connectivity to the cloud would be possible using the internet and local network.
  • Avaya Call Recording.
  • IP Office Cloud.
  • A single pane of glass without many steps to set up.
  • The user experience.
  • It is friendly.
Capex vs Opex, definitely we save costs with CUaaS. You can use it and register devices using the internal network and/or internet. It is a good way to deploy it without spending a lot of time in configurations. There is high availability and always reachable from any device.
Parker Reed | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use this for my insurance agency and it has been a great product. It links directly with lots of our company software's including our CRM system. We love having the built-in internal chat feature along with the ability to do video conferences. Because of this software we were able to eliminate several other softwares including Zoom, Google Chat, and Twilio.
  • Texting
  • Internal Chat
  • Video Conference
  • Ability to text PDF's
  • I would like to have the ability, as a host, to highlight an area on the screen during someone else's screen sharing to let them know what/where to click while training. Zoom and most other video software have this feature.
I feel like if you work remotely or spend lots of time on video calls this phone system makes lots of sense. I would also say that if you have multiple employees it [Avaya Cloud Office] works great to message back and forth as well as the ability to see if they are on another call.
I think the overall software is great. The only problem is that it seems like the porting process and the first setup is a very long process. There are lots of items that they make you do that are not necessary. When you are not able to get someone via chat it takes over an hour most of the time to get someone on a call.
Score 7 out of 10
Vetted Review
Verified User
Review Source
{Avaya] Cloud Office is only being used currently by certain departments, especially for video conferences. It addresses our need to have face to face conferences and during the pandemic, we have used it a lot more since we cannot meet in person. It offers better call quality than other solutions we currently have.
  • Video Conferencing
  • Advanced Logs
  • Custom Integrations
  • Screen Sharing
  • Slow refresh rate when displayed in Higher resolution monitors for conferencing.
  • Management of solutions can be a be a hard to understand.
  • Flexibility with previous legacy equipment.
Avaya Cloud Office is well suited for companies that need collaboration and constant communication with high fidelity in mind. It works very well with UCaaS environments and you can be integrated with other current solutions like CPaaS. You can use those advantages to connect with your own APIs, they can be from different cloud solutions as Salesforce, for example.
It is very easy to use Avaya Cloud Office, so I have only needed to contact support one or two times. With that being said, the experience I had from contacting them was very positive, with a person fixing the issue that I had when I had to call them right away, and even following up after the issue was solved to make sure that I did not have any more questions. The follow up was something that I found very complete.
September 02, 2021

Smoother Chat

Score 9 out of 10
Vetted Review
Verified User
Review Source
Avaya Cloud Office has been used in our Customer Service Department for about a year now. Currently, we have been using it to connect to our Team Members in our department when needed to contact them while we are at work.
  • Messaging
  • Easy file sharing
  • Smoother chatting
  • Better phone tracking
  • Conference calls
  • Smoother phone transfer
It works best for chats and sharing files within a particular department or between a team. Although, it needs some work on its phone calls. Better calls tracking, smoother call transfers, and some work on ease with conference calls would make Avaya [Cloud Office] much better.
There is always a scope of improvement and I would really like Avaya’s team to work on the issues that people encounter during phone calls and conference calls.