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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Avaya OneCloud CCaaS

10 out of 10
July 12, 2021
Avaya OneCloud CCaaS is being used by my organization as a telecommunication tool and solution, it's currently used by many users on a …
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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 (28)
    9.4
    94%
  • Call forwarding (26)
    9.3
    93%
  • Agent dashboard (26)
    9.2
    92%
  • Warm transfer (26)
    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
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Features Scorecard

Contact Center Software

9.0
90%

Workforce Optimization (WFO)

9.0
90%
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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.
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Comparisons

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Reviews

(1-25 of 45)
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Score 6 out of 10
Vetted Review
Verified User
Review Source
CCaaS is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
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
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
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
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 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
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
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 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 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
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
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
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
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 4 out of 10
Vetted Review
Verified User
Review Source
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
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
January 24, 2020

Avaya Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Shauna Stermer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
February 27, 2019

Avaya my daya

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
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.
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