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Avaya Communications API

Avaya Communications API
Formerly Avaya CPaaS

Overview

What is Avaya Communications API?

Avaya Communications API (formerly Avaya CPaaS) supports the creation of communication apps providing IVR and automatic speech recognition, text-to-speech, SMS, or phone calls, or apply effects to communications (e.g. voice changer) as desired.

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Learn from top reviewers

[Avaya OneCloud] CPaaS as a good use case for building an IVR from scratch

Rating: 9 out of 10
November 12, 2021
Vetted ReviewVerified User
Implementing CPaaS into our Business and IVR was a necessity and helped improve our scope in what we could offer from an IVR and customer service experience standpoint. The do...
Continue reading
Rishiraj Mukherjee
Executive - Information Technology
Vice President Information Technology
Hit Promotional Products
Avaya Communications API1 year of experience

All the bang, for the best buck!

Rating: 10 out of 10
June 23, 2021
IncentivizedVetted ReviewVerified User
We use the Avaya [OneCloud] CPaaS [(formerly Zang Cloud)] for a multitude of applications, primarily sending notifications to our customers using Voice and SMS for emergency a...
Continue reading
Darryl Jackman
Manager - Information Technology
Development Operations
Marine Rescue Technologies Inc
Avaya Communications API4 years of experience

Avaya CPaaS has useful functions that drive value for clients and end users

Rating: 9 out of 10
June 2, 2021
Vetted ReviewVerified User
CTIntegrations used the Avaya CPaaS capabilities to create an SMS connector for our software, CT Suite. We also created a caller application that allows an inbound call to ret...
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Alan Apawan
Team Lead - Research & Development
Head of Development
CTIntegrations
Avaya Communications API1 year of experience

Avaya OneCloud is a scrappy challenger in a market dominated by a couple of heavy-weights and it has a lot going for it!

Rating: 8 out of 10
May 27, 2021
Vetted Review
We use Avaya OneCloud CPaaS as a preferred provider of SMS services for our clients. Our clients have a need for actionable SMS messages and 2-way SMS chat services. This enab...
Continue reading
Venkatesh Krishnaswamy
C-Level Executive - Corporate
CEO and Founder
Koopid
Avaya Communications API1 year of experience

The Future of Learning Has Arrived!

Rating: 10 out of 10
May 21, 2021
Vetted Review
Toolwire uses Avaya OneCloud CPaaS both internally and as a key ingredient in our world-class, SaaS learning experience platform (“Spaces Learning”). Internally, we use OneClo...
Continue reading
David James Clarke IV
Executive - Product Management
Chief Product Officer
Toolwire
Avaya Communications API2 years of experience
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Awards

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Pricing

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Avaya Communications API

Avaya Communications API

N/A
Unavailable

What is Avaya Communications API?

Avaya Communications API (formerly Avaya CPaaS) supports the creation of communication apps providing IVR and automatic speech recognition, text-to-speech, SMS, or phone calls, or apply effects to communications (e.g. voice changer) as desired.

Entry-level set up fee?

  • No setup fee

Offerings

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

Would you like us to let the vendor know that you want pricing?

6 people also want pricing

Alternatives Pricing

Twilio

Twilio

Free
What is Twilio?

Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.

Textmagic

Textmagic

$20
per month
What is Textmagic?

Textmagic is an SMS communication platform for businesses. It facilitates direct engagement with customers through messaging, offering tools for marketing campaigns, customer support, and notifications. Its suite of features includes personalized messages, automation capabilities, and detailed…

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Product Details

What is Avaya Communications API?

Avaya Communications API (formerly Avaya CPaaS) enables businesses to create and deliver experiences that are composed in the moment around each customer. The solution aims to help businesses to simplify and speed up business processes by integrating AI capabilities and data-driven automation into their unique workflows without having to rip out their existing infrastructure.

Avaya Communications API acts as a ‘force multiplier’ to extend existing solutions like UCaaS and CCaaS, integrating customers fully into their business processes so that they can self-segment, self-serve, and co-create their own experiences.

Avaya Communications API Competitors

Avaya Communications API Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Avaya Communications API (formerly Avaya CPaaS) supports the creation of communication apps providing IVR and automatic speech recognition, text-to-speech, SMS, or phone calls, or apply effects to communications (e.g. voice changer) as desired.

Plivo, Twilio, and Vonage Communications APIs are common alternatives for Avaya Communications API.

Reviewers rate Usability and Support Rating highest, with a score of 8.1.

The most common users of Avaya Communications API are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(23)

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why

[Avaya OneCloud] CPaaS as a good use case for building an IVR from scratch

Rating: 9 out of 10
November 12, 2021
RM
Rishiraj Mukherjee
Vice President Information Technology
Hit Promotional Products (Marketing & Advertising, 501-1000 employees)
Vetted Review
Verified User
Avaya Communications API
1 year of experience
View profile
Use Cases and Deployment Scope
Implementing CPaaS into our Business and IVR was a necessity and helped improve our scope in what we could offer from an IVR and customer service experience standpoint. The documentation was fantastic and the implementation was easy. The dashboard from the product Zang is extremely useful and the fact that other applications can be embedded in to CPaaS opens up plenty more automation opportunities. Had the pleasure of working with Anton from the Avaya team and he is super helpful, professional and made our journey to CPaaS extremely easy.
Pros and Cons
  • IVR
  • Text to speech
  • API Support
Likelihood to Recommend
[Avaya OneCloud CPaaS is] well suited for building out an IVR From scratch. Well suited to send out automated texts. Not well suited for creating a call queue.
Most Important Features
  • Text to speech
  • Documentation on API
  • Other app support
Return on Investment
  • Automating the IVR creation gives our business a new dimension.
Alternatives Considered
CPaaS is tailor made for the IVR, the other Avaya products would not be as robust or scalable, with custom company/ERP logic.

All the bang, for the best buck!

Rating: 10 out of 10
Incentivized
June 23, 2021
DJ
Darryl Jackman
Development Operations
Marine Rescue Technologies Inc (Computer Software, 11-50 employees)
Vetted Review
Verified User
Avaya Communications API
4 years of experience
Use Cases and Deployment Scope
We use the Avaya [OneCloud] CPaaS [(formerly Zang Cloud)] for a multitude of applications, primarily sending notifications to our customers using Voice and SMS for emergency and non-emergency purposes, along with front ending IVR in the cloud to help with self-serving customers before any calls make it to our staff. Having the scaling cloud infrastructure allows for these use cases in parallel even during higher load times.
Pros and Cons
  • Allows enabling multi-channel experiences in a single app.
  • Has the best collection of advanced features (i.e. Voice Input) for the best price.
  • Can quickly and easily prototype new use cases.
Likelihood to Recommend
The Avaya [One Cloud CPaaS (formerly Zang Cloud)] of course is very well suited for any business purpose where the automated sending or handing of SMS and voice conversations, but specifically being able to use the embedded "Voice Input" functionality allows you to combine Avaya CPaaS with Natural Language and AI with these multi channel inputs which brings the customer experience to another level!
Most Important Features
  • Sending SMS
  • Receiving Voice calls.
  • Accepting Voice Input / Transcriptions
Return on Investment
  • The ROI was very positive from a development standpoint, where consuming the existing REST API's on Avaya CPaaS was very quick and easy!
  • The ROI with ongoing expenses is positive as well because no premise telecom infrastructure is necessary, you literally just buy what you use.
Alternatives Considered
We have tried many other CPaaS platforms including Twilio, Telnyx, Nexmo, SignalWire and Bandwidth. The Avaya CPaaS has the richest set of available features combined with the most competitive pricing model!
Other Software Used

Avaya CPaaS has useful functions that drive value for clients and end users

Rating: 9 out of 10
June 02, 2021
AA
Alan Apawan
Head of Development
CTIntegrations (Computer Software, 11-50 employees)
Vetted Review
Verified User
Avaya Communications API
1 year of experience
Use Cases and Deployment Scope
CTIntegrations used the Avaya CPaaS capabilities to create an SMS connector for our software, CT Suite. We also created a caller application that allows an inbound call to retrieve information from a database and provides real-time queue information from the company's Avaya Elite call center. This application allows the caller to hear information about their account, the number of calls pending ahead of them in the Elite skills-based routing and then provides an option to convert the voice telephone call into an agent-assisted SMS interaction, if the call originated from a mobile device. The capabilities of Avaya CPaaS in conjunction with our application CT Suite and Avaya Elite, solve a number of key business issues for our clients. First, providing an easy way to deliver a simple self-service application retrieving account data is provided. Then providing real-time queue information to the caller and allowing them to convert to a digital interaction for faster service unclogs voice queues and makes for happier customers.
Pros
  • SMS Connector
Likelihood to Recommend
Well suited for use cases involving self-service and SMS.
Return on Investment
  • Time to market
  • Improve customer service
Support Rating
8
Good support.
Usability
8
We were able to achieve the objectives of the integration we wanted to create in a short timeframe with a minimum of development needed.

Avaya OneCloud is a scrappy challenger in a market dominated by a couple of heavy-weights and it has a lot going for it!

Rating: 8 out of 10
May 27, 2021
Use Cases and Deployment Scope
We use Avaya OneCloud CPaaS as a preferred provider of SMS services for our clients. Our clients have a need for actionable SMS messages and 2-way SMS chat services. This enables our clients to notify their customers and provide a way for these customers to respond to or click through other actions as indicated in the notification. Our clients run the gamut from mid-market businesses to large enterprises and use cases to address a broad range of needs across their organizations.
Pros and Cons
  • Provides a simple well-designed API for 2-way texting.
  • Enables us to manage multiple clients using a single account.
  • Enables us to bill our clients and monitor their usage easily.
  • Provides rapid setup of numbers and easy scripting of programmatic responses.
Likelihood to Recommend
Avaya OneCloud is great if you want an easy-to-use service for SMS and voice with clean APIs, specifically in the North American market. The mobile number lookup capability is particularly attractive. Avaya OneCloud is less suitable for those looking for wide international coverage, fine-grained call or audio streaming control, and webRTC.
Return on Investment
  • Easy to setup for our clients.
Support Rating
9
The OneCloud CPaaS team is extremely responsive to requests for technical support.
Usability
9
Simple account creation and number selection.
Easy billing.
Easy to integrate to APIs.
Great tech support.

The Future of Learning Has Arrived!

Rating: 10 out of 10
May 21, 2021
Use Cases and Deployment Scope
<p>Toolwire uses Avaya OneCloud CPaaS both internally and as a key ingredient in our world-class, SaaS learning experience platform (“Spaces Learning”). Internally, we use OneCloud for video conferencing, departmental collaboration, and remote engineering.</p>From a product perspective, our <b>Spaces Learning </b>platform combines asynchronous digital learning (Toolwire) with synchronous video conferencing and collaboration tools (Avaya OneCloud) to create a fully integrated, engaging virtual classroom. The cloud-based platform has been specifically built for upskilling and reskilling in SMB and Fortune 500 enterprises as well as virtual class delivery for middle schools, high schools, and higher education institutions.<br><ul><li><b>My Courses –</b> learners access all their courses in one central hub and view a list of upcoming events.</li><li><span style="font-size: 15px;"><b>Course Stream –</b> each course card provides a live feed of announcements, files, learning posts, Q&amp;A, and activity.</span></li><li><span style="font-size: 15px;"><b>My Learning –</b> learners track their progress in each course and navigate videos, AI-curated articles, quizzes, virtual labs, and group activities.</span></li><li><span style="font-size: 15px;"><b>Virtual Conferencing –</b> everyone collaborates via webcam, audio, screen sharing, and chat.</span></li></ul><p>Here is a link to a video demo of Spaces Learning: <a href="https://vimeo.com/531015905/f37c584bf0" rel="">https://vimeo.com/531015905/f37c584bf0</a>.</p>
Pros and Cons
  • Strong Security: Avaya builds some of the most secure platforms in the world. CPaaS is no exception.
  • High Audio/Video Quality: CPaaS provide high quality audio and video across multiple form factors (i.e., browser, mobile, PSTN, etc).
  • Natural Collaboration: the People panel, Chat, and slack-like Streams enable natural collaboration among remote workers and students.
  • Intuitive User Experience: navigation and UX/UI features are easy to use.
  • Powerful APIs: CPaaS supports third-party application integration via a suite of powerful APIs. Toolwire has pushed the envelope on seamless API integration.
Likelihood to Recommend

Following are ideal use case scenarios for Avaya OneCloud CPaaS:

  • Agent Onboarding in Contact Centers – personalized digital transformation for contact center agents as part of a workforce management solution. Included in the Spaces Learning suite.
  • Reskilling and Upskilling in BPO Enterprises – skills gap training and assessment for technical employees and salespeople. Included in the Spaces Learning suite.
  • Virtual Classroom in Higher Education – integrated platform for educational content delivery, virtual lectures, small group projects, hands-on labs, and collaboration. Included in the Spaces Learning suite.
  • Remote Development Collaboration for Engineering Teams – agile platform for remote coding and development, virtual scrum meetings, and real-time chat.
Following are use case scenarios where Avaya OneCloud CPaaS is less appropriate:
  • Large Virtual Conference Events
  • Consumer Social Media Gatherings
Return on Investment
  • [Positive] Product Extension & Market Access: through the integration of CPaaS functionality into Spaces Learning, Toolwire has extended its learning platform and gained access to a much larger market (i.e., TAM).
  • [Positive] Time to Market: by integrating established CPaaS APIs, Toolwire was able to release the enhanced product in one-fifth of the time it would take to develop the capabilities natively.
  • [Positive] Development Agility: the remote Toolwire engineering and QA teams are more effective, agile, and productive using the integrated CPaaS collaboration tools.
  • [Positive] Reduced Costs: CPaaS has allowed Toolwire to downsize physical office space in favor of virtual teams. Also, CPaaS has a lower TCO than our previous OneCloud platform.
Support Rating
10

Avaya OneCloud CPaaS support has been excellent. Specifically:

  • Onboarding new users (licensing)
  • API integration support
  • Client platform support for learners
  • Seamless rollout of new features (and documentation)
Usability
10

Avaya OneCloud CPaaS and Spaces Learning make it easy for learners, coaches, and teachers to connect with each other – providing an engaging and effective learning experience. The intuitive user experience, natural collaboration environment, and real-time communications tools empower virtual education that is simple, hybrid, and interactive.

Imagine a day-in-the-life of Mark Rowland, a home-based customer service adviser at a large telecommunications company. Mark was recently scheduled for some customer support training, based on identified gaps in his job performance. Mark starts on the “My Classes” screen. The home page for each topic includes a live feed of announcements, learning-related posts, and other activity.

The People panel displays a list of all participants and provides an indication of who is currently online. Mark clicks the ‘Join Virtual Classroom’ button to join the next Virtual Coaching Session. Mark meets with a coach and several peers in a live video collaboration environment.

Next, Mark clicks the Chat tab and quickly says hi to the group. The coach shares his screen and begins walking the learners through the latest internet connection process for broadband routers. Afterwards, Mark notices that a recording of the session is now available in the Stream.

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