Avaya OneCloud CCaaS

Avaya OneCloud CCaaS

Top Rated
About TrustRadius Scoring
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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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)
    9.3
    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

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.

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
It improves the capability of the agent to offer quick and efficient customer support by accessing the platform in fewer steps. By identifying the customer's needs from the moment the call enters the system the agent can save precious seconds and minutes in the time used to offer a solution.
Score 9 out of 10
Vetted Review
Verified User
Review Source
[It is simple] to make any upgrades to [Avaya OneCloud] CCaaS [...]. [Avaya OneCloud] CCaaS [...] has made [it] easy for employees to work from home.
Score 8 out of 10
Vetted Review
Verified User
Review Source
CPaaS gives great control of the platform which gives the ability to the engineers to build a solution for any case flavored with their innovation. At the end of the day, Avaya had provided a powerful solution that complies with the new technology trends and businesses needs then it increases productivity and saves your agents time.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It has impacted my business in a good way; all the users within this company are focusing more on caring for the customers we trust in what the Avaya teams just brought to us, and we are seizing all the features that they provide to us at a hundred percent.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The fact that Avaya OneCloud CCaaS natively integrates with other tools to quickly build personalized solutions for my customers has definitely changed the game in our organization, allowing us to quickly deliver satisfaction to the customers' needs, this flexibility it's sometimes a key factor to retain a customer or close a deal.
Score 9 out of 10
Vetted Review
Verified User
Review Source
The versatility of the application improves greatly its appeal to the general consumer as it can be easily integrated with tools from the same company which helps Streamline processes and improve workflow. The adaptation to a solutions tool is greatly appreciated by the customer as they receive a better experience overall.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Since Avaya OneCloud CCaaS natively integrates with Avaya CPaaS and other tools, it allows us to quickly create personalized solutions to satisfy our customer's needs, if they need to be contacted in a certain way we are sure that Avaya OneCloud CCaaS can support an integration with the right tool.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It has tremendously helped the whole department that uses Avaya due to the easy nature of the service provided together with coming with so many built in features like the option to browse/create/edit lessons to onboard/uptrain people. Everything combines into one, Avaya truly does provide top-quality solutions for all our business needs.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The flexibility makes everything way easier for all IT staff in the office. Being able to go back and search for courses or have a support team is a great and valuable feature. Integrate everything together so that communication is more fluid, less cluttered and stronger because everything is organized
Duncan Hernandez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
The live chat options are sometimes a bit slow, but they get the job done. I like the auto response options in the live chat and haven't heard any bad feedback about them. The transcripting is also very useful when trying to isolate key words when doing any further analysis.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The flexibility has made everything much easier for all of the IT in the office. Being able to go back and look up and lessons or having the support team right there is such a great feature. Having everything built in to one has made communication stronger and less cluttered because everything is organized.
Viridiana Olascoaga | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The fact that responses can be created as solutions in the customer experience in Avaya OneCloud CCaaS, has an important and strong impact on the measurements of the company, since this process is important in the development of management, and the customer provides a totally different experience, since the management is more efficient and faster.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Avaya OneCloud CCaaS has had a favorable impact on my company since it offers a quick solution to our clients and best of all they can do it through the means that are easier for them, so there is always a lot of contact with our clients and it offers them an effortless customer experience.
Score 4 out of 10
Vetted Review
Verified User
Review Source
The fact that Avaya OneCloud CCaaS portfolio includes unified communications, team collaboration, and CPaaS means that the solutions have the scalability to expand Avaya OneCloud CCaaS deployment from private, public, and our organization hybrid cloud ecosystems. This has impacted our business in a big way.