Avaya OneCloud CCaaS

Avaya OneCloud CCaaS

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Score 7.8 out of 100
Top Rated
Avaya OneCloud CCaaS


Recent Reviews

Easy with Avaya OneCloud CCaaS

9 out of 10
September 17, 2021
Avaya OneCloud CCaaS is one of the best solutions in the market as it makes your business experience for the customers much more …
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Popular Features

View all 22 features
  • Inbound call routing (27)
  • Call forwarding (26)
  • Agent dashboard (25)
  • Warm transfer (25)

Reviewer Pros & Cons

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Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.avaya.com/en/products/ccaas…


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

Starting price (does not include set up fee)

  • $48 per month

Features Scorecard

Contact Center Software


Workforce Optimization (WFO)


Product Details

What is Avaya OneCloud CCaaS?

Avaya OneCloud CCaaS is a comprehensive, cloud-based contact center solution that delivers experiences for customers and employees. Users can connect everything—voice, chat, messaging, social, and screen—while bringing together resources, insights, and knowledge across the entire organization to maximize performance and build brand advocacy.

Avaya OneCloud CCaaS Competitors

Avaya OneCloud CCaaS Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Avaya OneCloud CCaaS starts at $48.

NICE CXone, Five9, and Genesys Cloud CX are common alternatives for Avaya OneCloud CCaaS.

Reviewers rate Call forwarding and Call tracking and Inbound call routing highest, with a score of 9.3.

The most common users of Avaya OneCloud CCaaS are from Enterprises (1,001+ employees) and the Unknown industry.


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(1-25 of 44)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
It's used along with other multi-experience contact center tools. It's used to connect to different servers in other parts of the world where the company is located and access information in the cloud to offer support via chat, email, and phone calls, mostly. This is to offer services to users worldwide no matter where the agent or worker is located, while always having access to crucial information and databases.
  • Allows sharing and accessing databases in the cloud
  • Digital voice channel is easy to use
  • Performance and workforce management for large teams
  • Can have stability issues
  • Could allow for a more personalized interface
  • Could have a more intuitive interface for UX
It was the most important tool in my contact center environment. For the job, it was useful to keep everything synced and in a single place, for example, to make calls, receive inbound calls, access Co-browsing, and use multiple other tools linked through Avaya itself. It is very useful for jobs that have to be closely monitored by management or that have lots of employees. It also is useful for fast-paced tasks that need quick access to databases and tools.
Gustavo Alves | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya is one of the main tools used within our company when it comes to communicating with customers. Our company is focused on that, so we use other systems as well. Awaya allows us to contact customers, transfer them to other agents to combine information and be able to perform the service successfully and efficiently.
  • Connection system
  • Fluid and easy-to-use layout
  • Sometimes there are a lot of problems when transferring the call to another sector, the program gives an error and we can't
  • Sometimes the program is slow and impairs productivity
I would recommend for practicality, it is easy to use, in addition to being super fast when you are not having problems with slowness. I would recommend it to companies that started operations recently and have the budget to bear the costs.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS is one of the best solutions in the market as it makes your business experience for the customers much more satisfying, easy, and cost-effective. So in this, there is AI, which is artificial intelligence. [...] As soon as [the] customer asks a question, the system processes it and generates [the question] in front of the employee to answer [the] clients. I mean, how amazing is it? Your employees don't have to keep notes or to store everything in their minds. Very easy to use tool.
  • Manages voice, video, and social platform
  • Communication optimization
  • Tool for measurement
  • Incredible data precision
  • No third party integration should be there
  • Virtual features required
  • Some glitches needs to be worked on
  • Quality of call recording
It [Avaya OneCloud CCaas] is best suitable for call centers, [and] any company wherein customer care is required. [...] This is a must set up as it connects everything so well like voice and video and [people] working from home as customer service need this for sure.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS is being used by my previous company as customer support and customer experience solution. It was used by up to 500 users on a daily basis as a part of their tasks as call center agents. Avaya OneCloud CCaaS is one of the best and reliable tools to deal with.
  • Pricing
  • Easy to manage and use
  • Scalability as it's on the cloud
  • Near to no downtime
  • Customer experience features
  • 3rd Party integrations
  • Multiple devices responsiveness on browser
  • Need more virtual/cognitive assistants features
Well-suited solution and I recommend it for the customers preferring the cloud solutions. The setup, maintenance, and deployment are very easy. The advantage here is that it [Avaya OneCloud CCaaS] can be scaled up with your business growth. The high availability of the solution makes your business support very stable, so you can handle your customers with no kind of reliability interruptions.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS is used in the whole organization delivering good results so far. It addresses multiple issues and it's very effective to have those issues solved in a timely manner, this just turned out to be the best choice we'd ever had for software to help improve our company.
  • Cloud services
  • Good to handle contacts (calls, chats and more).
  • Responsive and good software.
  • Lack of customization.
  • Can improve in call recordings quality.
  • It glitches sometimes.
Since we started using Avaya OneCloud CCaaS, we've noticed a big improvement in every area of our company, which is easy-to-use and user-friendly. I'm not that tech-savvy or anything, but, for me, it is super easy to adapt to this software. I think this is the reason why our company has had that big window of improvement.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS has been a great tool to allow our organization to engage with our customers, it delivers our voice to provide live support and also provides us with advanced self-service automation and employee productivity tools. This allows our company to build a true call center on the cloud, just like cloud customer service.
  • Advanced self-service automation
  • Employee productivity tools
  • Call and screen recording
  • Bring lower prices
  • Offer more plan options
  • Spanish customer service
Avaya OneCloud CCaaS it's a great tool in many aspects, but in terms of being a multidisciplinary solution, it simply rocks! You can handle the whole customer and employee engagement with a single tool, there are things that you can automate like the self-service, and there also some others that you can personalize like the productivity tools.
Score 9 out of 10
Vetted Review
Verified User
Review Source
It's being used by one of our departments; it helps solve the centralized customer service problem, as, with it, they have all the tools required for a proper First Responder department. The tools provide the ease we need for them to give the customers the best possible service and experience.
  • Centralized control and maintenance.
  • Great user interface and controls.
  • Superb options for great service.
  • No self-service for users due to the nature of the software.
The application helps our team have the best software for customer service as it offers great benefits all in one. The tools provide the ease we need for them to give the customers the best possible service and experience. It's being used by one of our departments in charge of appointments.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaas is being used by my organization in a few departments, this is to allow our company to establish a digital relationship with our customers, by enabling voice channels to provide real-time support, this is very important because there are some cases where an automated self-service tool is just not enough.
  • Productivity tools
  • Call recording
  • Screen recording
  • Create personalized packages
  • Offer pay as you go
  • Multilingual customer service
I would definitely recommend Avaya OneCloud CCaaS if asked by a colleague or by a customer, it has a good employee statistic track and it's a great tool well suited for many customer service scenarios, especially those where you need to handle automated self-service options and engage with your customers verbally.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Avaya is a wonderful platform that makes one department's life and call handling so much easier. It improves compliance and risk management, enhances the level of the customer service we provide, makes all the business processes that take place within our company smooth and easy, and most importantly, directly improves our business processes outcomes.
  • Amazing uptime with little to no interruptions.
  • Amazing support system.
  • Clear, easy and No-Code dependent customizable interface
  • Strong Staff service expertise.
  • Customizable statistics and analytic tools that can easily be managed.
  • Sometimes users report call quality issues, but that is very rare to happen.
  • No self service.
Avaya CCaaS is well versatile and multi-practical tool used for App Market Integration, Carrier Services, Customer Service & Customer Support & WEM (Workforce Engagement Management). Mostly used in the department for Customer Service and Support it ensures that our calls go smoothly without interruptions while being super easy to use. I cannot think of any scenarios where the Avaya OneCloud isn't appropriate for use.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS is being used by my organization as a telecommunication tool and solution, it's currently used by many users on a daily basis as part of their tasks as call center agents/representatives. Avaya OneCloud CCaaSS is one of the best and more reliable tools we are currently using.
  • Screen Recording Feature
  • Voice to text transcription
  • Easy to setup
  • Application should be responsive in browser
  • Should respond faster to network changes
  • Improve browser compatibility
Avaya OneCloud CCaaS is a well-suited software tool and solution to address modern call center necessities, it's well designed to support the high volume of calls and contacts that the call center industry handles these days. Avaya OneCloud CCaaS is a great choice for most cases.
Duncan Hernandez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS is our main platform for communications. We use it to send company-wide, employee-focused collaboration. It is very useful for funneling helpdesk-related work. We also use it for our customer experience too and we find the AI to be very flexible. Our customers are happy, which is a big plus for the product.
  • Innovation
  • Overall Cost
  • Customer-first attitude
  • Setup was not too intuitive
  • Lack of social media integration
  • Slow at times
Main strength is the for the call center. There are many products out there that can get the job done with the funneling system, but I like Avaya OneCloud CCaaS because of the flexibility in options when setting that up. It is tough at first, but once you get the hang of it, there are many options.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using the Avaya OneCloud CCaaS as our primary phone system. It allows us to communicate with our team as well as manage new employees. CCaaS allows us to work one more than one specific employee which is a huge plus side. The phone system portion works just as intended. Having the new Avaya system has been a huge upgrade to our company in productivity, communication and service.
  • Extremely user friendly.
  • Easy to manage and navigate.
  • Great customer service.
  • Having to use 2 different applications is a little strange.
  • Sometimes the calls will come in choppy, but usually based on net stability.
  • As an admin, it is sometimes difficult to navigate.
Avaya OneCloud CCaaS is perfectly suited in any call center company. It is exactly what is needed with the ease of a top tier VoiP. It could also be well suited in just about any other company that primarily uses a landline. VoiP's are the future and Avaya is doing it correctly. Even in less appropriate scenarios, it would be useful because it allows for easy communication whether its via text/call.
Viridiana Olascoaga | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS supports the organization where I work to keep a better count of the different metrics that are managed there, this in order to measure the different KPI's that we have, to be able to measure the productivity of the agents in a long time more [accurately]. It is a great data precision and measurement tool.
  • Cloud contact center solution.
  • Customer experience.
  • Practical knowledge for supervisors.
  • Interface.
  • Colors (not really necessary).
  • Support.
It has a task editor that allows you to develop various procedures, such as the creation of workflows, the management of automatic responses, in addition to that from Avaya, you can define and assign the different jobs All this makes Avaya OneCloud CCaaS an incredible tool for day-to-day management.
Score 10 out of 10
Vetted Review
Verified User
Review Source
In the company, agents have new ways of connecting with customers when and how they want. Since attention, service and customer experience are of the utmost importance. Extend the capacity of the stand to remote offices and agents who work from home. Increase agent performance in real time. Boost employee productivity so they can record end calls to extreme, take screenshot and quality management.
  • Give the customer experience tools this in order to improve service.
  • There are different channels through which you can communicate with customers and everything is in the cloud.
I highly recommend it as it has different channels to communicate with customers, it helps to increase the productivity of agents as well as the quality of customer service. It gives us security in calls as well as we can give support remotely and this makes it even more flexible. It is incredible I would not change it for anything.
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is being used as a tool for customer support in my organization. The tool is used for providing contact center services by the agents.
  • Easy console for call pickup and answer.
  • Call recording.
  • Reporting and analytics.
  • Call transfers - consulted.
  • Realtime customer information on the screen.
  • Team management from the dashboard.
We use it to attend internal calls to the finance and accounting department. This is getting used in other departments as well for answering calls, call transfers and recording the calls for auditing.
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is good for all type[s] of contact center. Easy to setup and manage via browser. It has many components which provides different services like SMGR, CM, call routing, VRT and PRT table etc. It provides you screen recording feature, voice to text transcription, which is very helpful in large events or demos.
  • Screen Recording Feature.
  • Voice to text transcription.
  • Easily Manageable.
  • Easy to setup.
  • Application should be responsive in browser.
Well suited for contact center. Really helpful in pandemic where user[s] are working from their home and can easily connect with each other.
Score 4 out of 10
Vetted Review
Verified User
Review Source
We needed to accelerate the need for communication during COVID-19, and as organizations rush the deployment of cloud-based contact centers.
OneCloud CCaaS fit our organization's needs, and their support with the remote agents is able to be scaled quickly to meet our demand.
  • Scalable
  • Turn Key solution
  • Interface
The market of cloud-based contact centers is beginning to mature. There are now several capabilities that are just expected of any major contact center solution. This helps in solving issues surrounding real-time agent assist, skills-based routing, and conversational intelligence.

OneCloud CCaaS demonstrates that Avaya retains its status as a competitive contender in this market, meeting each of these requirements. This is very important to our organization when every other unified communications vendor now has some form of contact center offering.
Ujjwal Goel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS recently emerged as a competition to Webex CC and Genesys. We during covid got a chance to test the setup and trust me it makes me feel that it could be a come back for Avaya back in the market. A simple neat solution for contact center is what Avaya OneCloud CCaaS is. The tabs are easy to use and it provides calls and chats functionality to an agent. We are using it as a test setup so we can plan to pitch this to our customers and hence deploy and support the same for them.
  • Browser based console and hence no app needed.
  • Web plugin based audio calls.
  • Voice to text transcriptions.
  • Screen recording.
  • Scalable cloud solution.
  • Bring in more options to the console like SAP integration through APIs.
  • Give whisper mode like feature for real-time audits on agent calls.
  • Use integrations and deployment on cloud like AWS, etc. too as Avaya OneCloud is not yet tested in heavy call volume environment.
Web based console makes it easy to use and hence removes the requirement of installing an app on agents desktop and hence avoids issues like flash, java related issues. Also the web based calling plugin makes it easier to use browser for calls. Also the voice to text transcriptions makes it a strong competitor to Webex CC who is also using real-time transcriptions.
Not like Cisco TAC. They will have to work more and more on support. Also they should train partners to support Avaya OneCloud CCaaS.
It is simple, easy to use and web based console. Also IVR functionality is also very good.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is actually integrated into our CRM tool for answering calls automatically and voice recording. Avaya is used throughout the whole organization to call within the business. It used mostly by our Call Center department for the automatic answering of calls when they come in. It is also used for monitoring the quality of calls by our call center agents.
  • It records calls quite clearly and consistently.
  • It integrates well with our CRM tools.
  • It automatically answers calls of our customers while our agents engage them.
  • It makes workflow more efficient.
  • It required quite a lot of learning to get used to the software.
Avaya Intelligent Xperiences Contact Center software is best suited for organizations with a large number of customers they need to interact with on a daily basis. An organization such as mine requires functional software like the Avaya call center software to create automated functions such as automatic call recording and answering. It is less appropriate for smaller-scale companies due to its numerous functions and high cost.
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
January 24, 2020

Avaya Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
We used Avaya as an office telephone system along with the Genesys as a contact center solution.
  • Reporting.
  • Robustness.
  • Social media engagement could be added.
  • More chat bot functionality.
Avaya is a robust and stable system that has been working great since installed (as an office telephone system) and it has proper CMS reporting, and actually gives us what we need.
They have trained support engineers who are helpful when it comes to solving any system issues.
Shauna Stermer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya is being used currently across my organization in a multitude of ways. Not only are the hard phones used, but we also use the soft phones daily to address issues with schedule adherence, incoming calls, quality of calls, and other items. It presents an easy way for virtual workers and those who work in a brick and mortar to provide first-class service for our clients.
  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
  • One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
  • The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
  • Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
Avaya is well-suited for both the virtual employee using a soft-phone approach, as well as the brick and mortar employee using a hard phone and possibly the soft phone as well. I cannot think of an instance when Avaya would not be needed in these environments, unless incoming calls were not the focus of an organization. Outbound calls through Avaya without an appropriate contact list would probably be the only issue where I could possibly see a problem with using the software.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use the Avaya Aura Call Center Elite for 75% of our inbound calls. We use it to funnel a lot of call types. It is being used in collaboration with CTI that our clients use. It permits us to handle a lot of different call categories and skills providing good flexibility.
  • Avaya delivers a strong platform, we rarely have any issue with the product.
  • They offer good support for software and hardware.
  • There is a good redundancy, who permit us to do maintenance while conserving a 24h service.
  • The configuration of the system could be improved with a better-looking GUI.
  • They should offer more software base modules, instead of having a server for each little module.
I would recommend Avaya for a company that needs a stable environment up 24 hours/ 7 days a week. It is very stable. However, the configuration is more complex but gives you some flexibility.
February 27, 2019

Avaya my daya

Score 9 out of 10
Vetted Review
Verified User
Review Source
Avaya is used by my organization to distribute calls to the appropriate departments. It is used by many call center departments and across the many centers we have in the United States. It breaks the calls down to the appropriate agent who can handle the call.
  • Tracking abilities.
  • Monitoring abilities.
  • Call center distribution of calls.
  • Some calls change without warning. You may lose a call and you are automatically talking to the next one without warning.
  • Transferring calls between fellow employees not on the Avaya system is difficult. If you do not use the Avaya transfer it will tie up your line.
It is great for tracking and monitoring, but less than great for transferring to someone not on the system and in your drop down call lists.
February 21, 2019

Avaya Call Center Review

Hammad Bin Idrees | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

The entry of the Avaya Call Center has brought a string of advantages for businesses, agents, and customers alike.

  • Decreased volume of calls as well as expenses as a result of customer interactions becoming more viable through multiple channels such as chat, email, SMS, and social media.
  • Real-time and historical data are easily accessible and ready for reports, enabling businesses to alter the contact center structure to adapt immediately to address ever-changing business needs.
  • Smooth and seamless interactions with customers become a reality as agents can easily add personalization elements to their interactions by accessing customer history.
  • What I like the most was it's very easy to understand.
  • Displays the phone number of the customer calling in on the screen.
  • It is very efficient at call centers since you can hear clearly without any interruptions or any static on the line.
  • It is definitely an indispensable tool if you want to have a communicative contact without failures.
  • The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries.
  • My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call.
  • The phone will continue to ring until it has been picked u. I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.
Sometimes phone calls got disconnected but you have the advantage with this app that it always shows the phone number the customer is calling from so you have a call history, and in that way, you can call the customer back to have a great resolution. At the end of the day, it's very useful and has great customer service.
February 21, 2019

Avaya Works Great

Score 9 out of 10
Vetted Review
Verified User
Review Source
Avaya is used across the whole organization, as it is our corporate phone system and all of our locations within the state are using it. It provides our phone calls between the locations as well as outside of the company.
  • It's a great system and very easy to use.
  • Has a super voicemail system that my users like a lot.
  • They are continuing to enhance the product so it continues to get better and better, keeping up with other competitors.
  • Personally, I like the Avaya Site Administration client software, and I'd love to see them enhance this and not force everyone over to the web to administer the system.
  • Enhance the Ayava Aura Messaging to do what the 3rd party software companies can do.
Avaya has always handled the basic functionality for us, so we are very happy with it. I've heard from other companies that left and went with another system and they comment on how now much they miss Avaya.