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Avaya UCaaS

Avaya UCaaS
Formerly Avaya OneCloud UCaaS

Overview

What is Avaya UCaaS?

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…

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Recent Reviews

Avaya UCaaS Review

8 out of 10
March 06, 2024
All new users (From certain offices) will get an invite to Avaya UCaaS just in case the users need to be contacted internally (mainly). …
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Review of ACO

8 out of 10
March 04, 2024
Incentivized
Used as a global phone system - using mobile, desktop apps and physical phones - all very easy and straightforward compared to IP Office.
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Avaya UCaaS Review

8 out of 10
November 02, 2023
Incentivized
Avaya UCaaS is our primary phone system within the business, from the customer facing IVR down to individual and public space extensions - …
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Easy Peasy

7 out of 10
June 23, 2023
Incentivized
I am trained in Avaya Sales of UCaaS capability. My organization deploys, implements, and maintains Avaya Unified Communications in the …
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Avaya for a NonProfit

7 out of 10
June 23, 2023
Incentivized
Helps analyze performance of helpline specialists in call center, such as knowing how long they are on the phone, how many calls they take …
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How Avaya UCaaS Differs From Its Competitors

Unified Platform

Based on my observations and discussions with other users, including myself, it seems that many of us prefer using platforms like Teams or Zoom for meetings. The conference feature within our current system appears to be utilized only 2 to 3 times a year. Personally never used the Avaya UCaaS …
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Integrations

As someone who has not yet explored these integrations, I find it intriguing and am considering looking into them further. Not aware that our users use the tools either.
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Unified Platform

Online Meetings/Conferences, Collab, and Calling are PHIPA PIPEDA compliant and this makes it a perfect option for us as a healthcare business (similar to Zoom Medical versus Zoom regular). Teams' VOIP and Teams unfortunately do not have good reputations in health compliance, despite their …
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Unified Platform

We use this purely as a phone system - and while it is capable of messaging and video calls we use Teams for all of that as it is already established within the business - however we tested these features and they work well.

This is also cheaper than Teams PBX and more flexable.
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Unified Platform

We benefit but at the same time it creates problems for us because now I have multiple platforms in which to communicate. We use Teams but we sell ACO. I communicate to Avaya employees using ACO and use Teams to communicate internally
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Integrations

Integating Ucaas with popular productivity tools such as Salesforce, Microsoft365, users can access relevant information and collaborate more efficiently with a unified platform, reducing the need to switch between different applications.
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Unified Platform

Using all collaboration tools from single vendors helps in saving management costs. Also, in case of any issues we don't have to go to multiple vendors to resolve them. Avaya has been a long time champion in on-premise calling and contact center space. Having all solutions including Contact center …
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Integrations

We integrated Avaya UCaaS Calling with Microsoft teams for some offshore sites. Integration took some time but it worked fine after integration was complete. Avaya UCaaS still needs to work on providing more features into the integrated MS Teams.
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Unified Platform

We have not as there needs to be a bit more integration between the outlook calendar and ACO Workspace before we can fully switch to utilize the one platform.
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Unified Platform

We keep things simplistic. Yet we have found great value in the Avaya APP for remote working and connecting with clients. The texting, fax, and voicemail features are great! The best part is that it has saved our company a lot of money on extra phone line costs. Faxing is barely used, but we are …
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Unified Platform

It's like Teams with a better solution for voice implementation. I use it every day. Some customers after having done integration tests with Teams have clearly told me that ACO was as powerful or even better than Teams and that the integration did not add value.
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Unified Platform

Yes, I've had issues where users from Oslo, and Athens have issues but obviously, it can be difficult just speaking over the phone, so having video call options on the app has been useful because they can show us what the problem looks like which can help make our jobs easier.
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Integrations

As a first-line engineer, I've not really benefited from Avaya Cloud Office integrating with other third-party tools. However, I have benefited from having the app on my computer, the desk phone itself, and the app meaning whether I am inside the office or outside the office, I can always pick up …
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Unified Platform

We have utilized the Avaya Cloud Office conferencing features- it allows for a professional, sophisticated conference call set up and implementation. The process is so easy and many employees are able to utilize it. The voicemail and voicemail to email features help keep our employees connected …
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Integrations

Our team's ability to work seamlessly from wherever they are has increased productivity and reduced stress about keeping in touch and being up to date on communications. We are able to access voicemails immediately upon receipt and don't worry about missing important calls and messages. The …
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Unified Platform

This can not be understated. Having essentially, e-fax, text messaging, teams, and online meetings in one platform has been a game changer. Phone tag is essentially a thing of the past as availability of management level staff has improved 10 fold. Removing fax congestions with desktop or mobile …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 26 features
  • Message alerts (20)
    8.9
    89%
  • Answering rules (21)
    8.6
    86%
  • High quality audio (19)
    8.0
    80%
  • Directory of employee names (21)
    6.0
    60%

Reviewer Pros & Cons

View all pros & cons
KP
kofi peprah
IT manager
Farsight (Information Technology & Services, 11-50 employees)
Verified User
Manager in Information Technology
Security & Investigations Company, 11-50 employees
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Pricing

View all pricing

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.avaya.com/en/products/ucaas…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $19.99 per month per user
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Features

Performance & Compatibility of Online Events Software

Features related to the performance, reliability & compatibility of web conferencing and webinar (online events) software.

6
Avg 8.1

Screen Sharing

Features related to remote screen sharing capabilities.

7.6
Avg 8.0

Online Meetings / Events

Features related to hosting and attending meetings and events online.

7.6
Avg 7.9

Online Events Collaboration

Features related to collaboration between attendees during web conferences, webinars, and other online events.

8.2
Avg 7.7

Online Events Security

Features related to the security of meetings and other events held via web conferencing/webinar software.

7.6
Avg 7.5

Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

7.5
Avg 8.1

Call Management

Customized phone system settings

7.7
Avg 8.2

Mobile apps

Apps are compatible with mobile devices.

8.3
Avg 8.6

Unified Communications Platform and Collaboration

UCaaS platforms allow teams to collaborate internally in one central space.

7.2
Avg 7.5
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Product Details

What is Avaya UCaaS?

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.

Avaya UCaaS Features

Cloud PBX Features

  • Supported: Hosted PBX
  • Supported: Multi-level Interactive Voice Response (IVR)
  • Supported: Directory of employee names

Call Management Features

  • Supported: Answering rules
  • Supported: Call recording
  • Supported: Call park
  • Supported: Call screening
  • Supported: Message alerts
  • Supported: Business SMS/External Messaging
  • Supported: Online Fax
  • Supported: Voicemail Transcription

Mobile apps Features

  • Supported: Mobile app for iOS
  • Supported: Mobile app for Android

Performance & Compatibility of Online Events Software Features

  • Supported: High quality audio
  • Supported: High quality video

Online Meetings / Events Features

  • Supported: Scheduling
  • Supported: Calendar integration
  • Supported: Meeting initiation
  • Supported: Record meetings / events

Screen Sharing Features

  • Supported: Desktop sharing

Online Events Collaboration Features

  • Supported: Live chat

Online Events Security Features

  • Supported: User authentication
  • Supported: Participant roles & permissions

Unified Communications Platform and Collaboration Features

  • Supported: Centralized communications management
  • Supported: Team messaging
  • Supported: Team document sharing
  • Supported: Call and meeting analytics

Avaya UCaaS Competitors

Avaya UCaaS Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Avaya UCaaS starts at $19.99.

Five9, Fuze, and Zoom are common alternatives for Avaya UCaaS.

Reviewers rate Call recording and Message alerts highest, with a score of 8.9.

The most common users of Avaya UCaaS are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(249)

Attribute Ratings

Reviews

(1-25 of 99)
Companies can't remove reviews or game the system. Here's why
March 06, 2024

Avaya UCaaS Review

Verified User
Engineer in Information Technology
Information Technology & Services Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Pros and Cons
  • Call Quality
  • Ease of use
  • Convenience of the app
  • Company Directory (Search function)
  • Not removing license automatically after disabling an account
  • Rarely had an issue it terms of service but the last time I had to raise a ticket with Avaya UCaaS about an issue it took weeks to get replies and the issue luckily solved itself
  • A lot going with the admin page (search function might help to locate features)
March 04, 2024

Review of ACO

Verified User
Technician in Information Technology
Financial Services Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Admin access.
  • Ordering new handsets.
  • Call queue management.
  • Ease of use from any location.
  • Missing some features from IP Office still.
  • Better comms from Avaya, training, etc.
February 29, 2024

Avaya Cloud Office

Patrick Tissot | TrustRadius Reviewer
Patrick Tissot
Service Director
Prodata Systems (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Quality of the calls is very good in all the situations
  • The support of Avaya Cloud Office during the onboarding is perfect
  • The setup of the different features is very simple
  • The integration with some Microsoft tools could be improved
February 09, 2024

Avaya UCaaS for Children's Aid Society of Algoma

AT
Ahmad Touseef
Network Administrator
Children's Aid Society of Algoma (Mental Health Care, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Complex Call Queues are much better than Teams' VOIP
  • Complex Call Handling Rules are much better than Teams' VOIP
  • No surprise costs, predictable billing, the most amount of features at the lowest cost
  • There are so many phone and text features in the phone app and the desktop app that are much better than Teams' VOIP
  • Integration with Teams on Desktop App
  • Call analytics and reporting BI are much, much better than Teams' VOIP
  • Integration of Avaya UCaaS App Phone/Text with iOS and Android Teams App is a must.
  • Integration of Avaya UCaaS App Workspace/Messaging/Files with iOS and Android Teams App is a must.
  • Data loss prevention policy DLP template enforcement on all data living in Avaya UCaaS Desktop and Phone App Workspace/Messaging/Files/ Phone/Text is a must, Teams VOIP has this!
  • End-staff-user-self-service training on Avaya UCaaS Phone App integration with Teams phone App and Avaya UCaaS Desktop App integration with Teams Desktop App is a must.
  • End-staff-user-self-service training on the Avaya UCaaS App and teaching problem-based situational examples is a must.
June 23, 2023

Avaya for a NonProfit

Verified User
Manager in Information Technology
Non-profit Organization Management Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Call log
  • Call mapping interface
  • East front facing interface
  • Create a voice survey option where responses can be documented and exported into a database
  • Improve customer service specialist knowledge
June 23, 2023

Benefits from using Avaya UCaaS solution

Sean Zheng | TrustRadius Reviewer
Sean Zheng
Avaya/Cisco VOIP Specialist
Bell Canada (Telecommunications, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
ResellerIncentivized
Pros and Cons
  • Voice and video calling: avaya Ucaas enables high-quality voice and video calls, allowing users to communicate semlessly over the internet using various devices.
  • messaging and collaboration: the platform provides instant messaging, team messaging, and file sharing capabilies, fostering collaboration among team members regardless of their location
  • contact center integration: Avaya Ucaas can integrate with contact center solutions, providing enhanced customer service capabiities such as call routing, queuing, and CRM integration
  • User interface and experience: Enhancing the user interface and UX could make it more intuitive and user friendly
  • integration with 3rd party application: it could benefit from improved integration capabilites with popular 3rd party applcation
June 23, 2023

Avaya UCaaS Solution good but requires innovation and stability

Verified User
Consultant in Information Technology
Information Technology & Services Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Calling
  • Messaging
  • Meeting
  • PSTN Connection
  • Avaya UCaaS financial stability is an issue in long run
  • They are still behind other competitors like MS Teams, Webex calling in chat
  • Innovation - they are lacking in this domain and just adding features which other competitors have
February 01, 2023

Working from home or on the road is so much easier now

Verified User
Manager in Finance and Accounting
Retail Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Pros and Cons
  • Text or email voicemail messages
  • able to take calls at home or in the car
  • Customer service is amazing when you do need to call some one
  • it would be nice to see a simpler way to change the business hours for the phone
  • the ability to see your contacts when on the phone
  • a hang up button. we need one
February 01, 2023

ACO - easy and reliable

Verified User
Consultant in Information Technology
Telecommunications Company, 51-200 employees
Score 8 out of 10
Vetted Review
ResellerIncentivized
Pros and Cons
  • Seamless transition to other devices
  • e-Faxing
  • Easy to manage
  • Wish there was a way to track status changes of colleagues.
  • Need easier calendar and meeting integrations for setting up meetings
  • Would love to be able to email a contact directly from the app (or at least an email/outlook pop-up).
January 31, 2023

A great tool for business collaboration

AL
Anne Lozachmeur
Presidente
ALCALINE (Marketing & Advertising, 1-10 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Visioconferencing
  • Text messaging between team member
  • Easy of administration tool
  • Managing call routing options
  • Easy to use from desktop or from smartphone
  • When I use the Google extension (which I use a lot) sometimes I do not understand when I receive a call, my desktop is ringing, but the app has disappeared so there is no way I can answer the call
January 23, 2023

Low cost & easy to use

AY
Anne Yak
Office Manager
Custom Cleaning Services (Consumer Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • The app is wonderful
  • the lines are clear - no extra noises/choppy conversations
  • Customer service is great
  • The port switchover was hectic
  • My "technical support" was too technical, used words I was not familiar with
  • The paperwork was hard to fill out (my sales rep had to help me)
December 15, 2022

Avaya UCASS and CCAAS offerings are among the best in the industry.

Verified User
Executive in Information Technology
Financial Services Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Multi Modal Contact Center
  • Knowledge base with AI functionality
  • Nice integrations with other systems via API's
  • 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.
December 15, 2022

Avaya Cloud Office fills most small business telephony requirements

Verified User
General Manager in Corporate
Wholesale Company, 1-10 employees
Score 8 out of 10
Vetted Review
Verified User
Pros and Cons
  • Allows managers to monitor staff call engagement
  • Provides a high quality VOIP telephony experience
  • Could allow for Superadmins to manage black-listed call destinations much more easily
  • Could allow for more options around adding toll free calling packs
September 15, 2022

Avaya Cloud Office is heading in the right direction

Verified User
Manager in Corporate
Food Production Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Administration on desktop and cell phone
  • Single Sign On
  • Cell phone app works great
  • Missing integration with the outlook calendar in Workspace
  • Need to expand additional schedules in custom rules in call-ques
  • Ability to submit to get outbound number & location updated
July 27, 2022

Collaborative work and instant meetings from anywhere.

Verified User
Technician in Information Technology
Health, Wellness and Fitness Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Remote work with video
  • Virtual meeting rooms with access control and password
  • Recordings
  • Document sharing
  • Host and organizer functions in the rooms
  • Chat
  • Lack of technical documentation in Portuguese
  • Free license does not make recordings
July 27, 2022

Avaya UCaaS, an excellent overall product!

Verified User
Analyst in Information Technology
Law Practice Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Easy and great management over the web.
  • Safety.
  • It works in the browser.
  • It's stable and doesn't require a lot of bandwidth.
  • Email invitations.
  • Cloud recording.
  • Sharing content and files, links, notes and chat.
  • It does not allow changing the user's camera background.
  • There are no dark themes available.
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