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Avaya Communications API

Score8.3 out of 10

24 Reviews and Ratings

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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.

Categories & Use Cases

Reviews

What users are saying about Avaya Communications API.
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[Avaya OneCloud] CPaaS as a good use case for building an IVR from scratch

Rishiraj MukherjeeView profile
Vice President Information Technology in Information Technology at Hit Promotional Products (501-1000 employees employees)

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

  • IVR
  • Text to speech
  • API Support

Cons

  • Default sound to play when waiting on the gather element, built into the XML.
  • Php SDK needs some bug fixes, specially on the XSD reliance, as the XSD is evolving and should be referenced on the cloud.

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

Avaya OneCloud CCaaS and Avaya Cloud Office

All the bang, for the best buck!

Incentivized
Darryl Jackman
Development Operations in Information Technology at Marine Rescue Technologies Inc (11-50 employees employees)

Pros

  • 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.

Cons

  • By adding the ability to add sub-users to an account.
  • By adding the ability to redact certain aspects of the logs.

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.

Other Software Used

Avaya Cloud Office, Google Compute Engine, Google Cloud AI

The Future of Learning Has Arrived!

David James Clarke IVView profile
Chief Product Officer in Product Management at Toolwire (11-50 employees employees)

Pros

  • 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.

Cons

  • Virtual Backgrounds: in the learning use case, virtual backgrounds are needed to keep students engaged in the virtual classroom.
  • Breakout Rooms: Toolwire built a featured called “Group Spaces” to support small groups in breakout rooms from the virtual classroom.
  • Whiteboarding: in the learning use case, integrated whiteboarding would be helpful for instructors.

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.

Usability

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

Venkatesh KrishnaswamyView profile
CEO and Founder in Corporate at Koopid (11-50 employees employees)

Pros

  • 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.

Cons

  • Native high quality speech-to-text and text-to-speech capabilities.
  • WebRTC voice, video.
  • WhatsApp connectivity.

Return on Investment

  • Easy to setup for our clients.

Usability

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