Avaya OneCloud CCaaS

Avaya OneCloud CCaaS

Top Rated
About TrustRadius Scoring
Score 7.9 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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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 22 features
  • Inbound call routing (27)
    9.4
    94%
  • 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

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 Inbound call routing highest, with a score of 9.4.

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

Comparisons

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Reviews

(1-18 of 18)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
As an employee, Avaya helped make the starting process of working in customer service 100% easier. It allows the user to find everything in a single place and is intuitive enough to learn to use it fairly quickly, even with not a lot of guidance. It at the same time improves the customer service offered because agents can focus on the customer's experience instead of wasting time trying to use a lot of different tools at once.
Gustavo Alves | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our organization can communicate very well. It is easy to transfer to other attendants, the problem is that sometimes it presents a lot of errors at this time. But communication with our customers has improved a lot because of the practicality and speed that the system has and allows us to have a fluid service.
Score 9 out of 10
Vetted Review
Verified User
Review Source
As rightly said, it enables businesses to handle all platforms and streamline the process, so not only [does it] make the experience for customers easy but also makes it easy for the IT team to support it. It is quite cost-effective as compared to others and also gives a great experience.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS is a good solution that allows you to manage your customer experience through voice, email, and social networks. It also allows you to optimize communication processes in a fast and efficient way because everything is unified within the same platform, so practically with Avaya OneCloud CCaas you might not need to add other solutions besides.
Score 8 out of 10
Vetted Review
Verified User
Review Source
So far, the way we handle our contacts (calls, texts, chats, and emails) has improved a lot, Avaya OneCloud CCaaS is getting everything to be faster and easier for us to handle; you can notice that when you see our CSAT has had a 120% improvement in the last 2 months of production.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS has improved our organization’s communications in many ways, it has allowed our agents and representatives to improve their time and engage with customers in a faster and effective way, reducing their stress and therefore letting them work on other tasks to provide a better overall customer service experience.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS improved the flow of contacts in the department by having a specific order of entrance, calls are taken evenly by our users which helps improve the rest time our agents have. Streamlining our process was the best thing to ever happen to the department as the process was simplified for the better.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS has enabled our business to handle all our communications needs, it offers email, social media, and voice but we mostly use voice. This has allowed our technicians to establish a verbal communication line with our valuable customers in a very effective and intuitive way for them and for our team.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It has increased the quality and speed of communications while being super customizable and easy to use. We have experienced significant improvements in the quality of our work and customer experiences and together with a very friendly and helpful service from Avaya's staff we have tackled any issue that came across our path.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya [OneCloud] CCaaS enables our company to communicate efficiently with other companies across multiple departments. Since we switched to Avaya CCaaS, our dropped call rate has dropped significantly, largely due to the reliability of this service. Our customers are happier, our employees are more efficient, and we save money with Avaya.
Duncan Hernandez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
For the internal organization, there is the help desk that utilizes Avaya OneCloud CCaaS for filtering requests. I believe that is working out for them greatly. For our customers, our net promoter score shows improvement. That explains that Avaya OneCloud CCaaS is a good experience for our customers, but our surveys aren't catered too hard on the software itself.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS having everything in one system is an amazing and ideal way to have our company run. Having a good messaging system on top of the phone system is good enough for us, but the rest of the features within is a huge bonus. We are coming from 8x8 which was terrible the past 2 years in terms of service, ease of access on their programs, customer support, etc. The switch made things work extremely smooth for us and we look to keep it that way.
Viridiana Olascoaga | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The fact that Avaya OneCloud CCaaS is a tool that allows you to manage the platform with voice, email and social networks, allows you to optimize communication processes in an incredible, fast and efficient way, since everything is within the same platform, practically with Avaya OneCloud CCaas no other platform is necessary.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS has improved communication since it has everything within reach, such as email, social networks and more, at the same time that it optimizes its communication processes, thus saving us a lot of time and money in different software for each type of communication, and this platform is very complete and has a good value for money.
Score 4 out of 10
Vetted Review
Verified User
Review Source
The Avaya OneCloud CCaaS enables us as an organization to utilize some of its main features including automated self-service, browser-based desktop, voice and digital channels, and quality management, with live monitoring and coaching. These have improved our overall customer experience.