Avaya OneCloud CCaaS

Avaya OneCloud CCaaS

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Top Rated
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Score 7.8 out of 100
Top Rated
Avaya OneCloud CCaaS

Overview

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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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022

Popular Features

View all 22 features

Inbound call routing (27)

9.3
93%

Call forwarding (26)

9.3
93%

Agent dashboard (25)

9.1
91%

Warm transfer (25)

8.9
89%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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…

Offerings

  • 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

9.0
90%

Workforce Optimization (WFO)

9.0
90%

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

Comparisons

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Frequently Asked Questions

How much does Avaya OneCloud CCaaS cost?

Avaya OneCloud CCaaS starts at $48.

What is Avaya OneCloud CCaaS's best feature?

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

Who uses Avaya OneCloud CCaaS?

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

Reviews

(1-25 of 31)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Ameyo and Genesys Cloud CX (formerly Genesys Cloud)
[We like Avaya OneCloud CCaaS] because of the features and pricing. The features provided are quite amazing and new and also as compared to other vendors it is far better. Also, the pricing for this product as compared to others is very cost-effective. One must [choose] this product for better productivity. It is currently one of the best products [...] in the market.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • NICE CXone (formerly NICE inContact)
It's simple to use and provides different solutions and integrations, and one of the top-tier CX solutions in the market, and various offerings within their own ecosystem. From a pricing perspective, it has a good pricing list which makes it valuable and worthy for organizations that need an optimized cost for their contact centers.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • NICE CXone (formerly NICE inContact)
I selected Avaya OneCloud CCaaS because it seemed to be a good software and easy-to-use; I just thought that. I never expected this software to be so cheap and so good for a company to grow as we have grown with it, It's super recommended in my opinion, I'll keep using this software with my company for a really long time.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS stacks up against Microsoft Power BI providing a great integration to create more advanced and specific reports, it is a great feature when your organization already has its own way to analyze and create performance and areas to improve. I selected Avaya OneCloud CCaaS because it's one of the day-to-day tools for me.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS it's a great match with many telecommunication software but I prefer to mention some data transformation and presentation tools like Microsoft Excel and Microsoft PowerBI, this first one it's the must-have if you want to take your own reports to the next level and create more advanced detailed documentation.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Basically, Avaya looks and feels much simpler that 8x8. Its simple to use provides a vast majority of different solutions and integrations, easily top-tier VoIP on the market. It stands out by having so much within one single system, which allows or jobs to be performed with ease. Compared to 8x8 it has much fewer issues that need to be addressed, and it also provides better customer service.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS stacks up against several other applications, I selected Avaya OneCloud CCaaS because it's a great tool and solves the communication needs that most of the companies have. It's easy to use and easy to integrate against many other solutions for data visualization and data analysis or digital phones.
Duncan Hernandez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Talkdesk to me feels a little basic and can use a better interface. Also, the live chat is much more developed with Avaya OneCloud CCaaS. With the options that Avaya OneCloud CCaaS has, I think that Avaya OneCloud CCaaS is the better solution, but both products do what they say they are going to do and both are good in their own right.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS compared to 8x8 is miles better. The phone system itself is so easy to navigate compared to the mess that 8x8 was having us use. We rarely ever run into any issues any more since the switch. Having going from 10 issues a week to maybe 1 at best is such an amazing change. CCaaS allows us to work on other projects in office instead of having 8x8 issues as a primary source of problems.
Viridiana Olascoaga | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Slack is also a support tool to manage the day to day, however compared to Avaya OneCloud CCaaS, it is much less complete, since Avaya OneCloud CCaaS allows to do many more simultaneous and real-time management, in addition to an automation of the service that works through the voice this makes the experience more complete.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Although you can also work remotely, it is a more basic platform that is only dedicated to counting messages with customers, however Avaya OneCloud CCaas offers a phenomenal customer experience, through different communication channels. It helps the organization to be simple and effective and best of all, it is effortless for the client so that they are more satisfied with the attention received.
Score 4 out of 10
Vetted Review
Verified User
Review Source
Avaya is considered to be a unified communications market leader and have contact centers offerings within their own ecosystem. This makes it difficult to know whether Avaya has done enough to persuade organizations to jump ship if they already enjoy a reasonable engagement with others Avaya products.
Ujjwal Goel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS is easy to use and has a clean and simple dashboard unlike Webex where a central console is there where there are 1000 options and from there you go to the Webex CC console. Also Avaya's web-based console works very smoothly and is better than Cisco's Webex CC. It can be a good competitor for Cisco.
Shauna Stermer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
As for the virtual worker, I have always used Avaya. As it is, Avaya has more than delivered for the virtual employee. The only comparison I can give is for the employee with a normal hard phone in a brick and mortar company. Avaya offers so many features and is easy to use to the extent that choosing any other application would be fruitless. A company and its employees choose those applications and equipment that best present economical and physical attributes that keep in mind the best interest of both the company and employee. Avaya provides this on a consistent basis.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use both platforms, but for inbound we use mostly Avaya Aura Call Center Elite as it provides integrations with Cisco ICM. It is also stronger when you have more than 1000 skills and routing strategies. It requires less maintenance to keep stability.
Aly Hajiani | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
Juan Vlieg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Review Source
Mitel offers a wide range of UC platforms and call controllers however their flagship product appears to be MiVoice Business and MiCollab, while Avaya offers Aura for large organisations and IP Office for small business and mid-market segments. Avaya is far better at PC applications or unified messaging. NEC is better for hospitality.
Alfred Brock | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya stacks up against Vonage, Genesys, and others in that the price is right and quality is top-notch. Avaya's system is robust and based on historical trends in telephony. They have also been able to incorporate new features will very little fuss and no disruption. They offer a full line of software and hardware to operate their systems, and, if necessary, offer a measured way to incorporate other technologies, even that of their competitors', into their system to provide a seamless and expert set of solutions.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I have nothing here. The phone system was selected before I was hired.

I did at one time use the Cisco VoIP solution. This was a few years ago and at that time they did not have a call center solution. I did not like it as much since the administration required a second phone number for Voicemail access. This may not be true anymore.