Avaya UCaaS

Score7 out of 10

243 Reviews and Ratings

What is Avaya UCaaS?

Avaya UCaaS is an all-in-one business communications platform. Avaya UCaaS aims to set employees up for success with unified internal communication, supporting voice, chat, email, video, file sharing, and task management. The software enables users to create collaboration in real-time using any device or system through one platform.

Categories & Use Cases

Unified Communications as a Service (UCaaS)

Call park
Ability to hold calls in virtual location and subsequently access from any phone in system
Category average: 8.4
Call screening
Ability to block numbers or send calls directly to voicemail
Category average: 8.4
Calendar integration
Scheduling capabilities integrate with users’ Calendars.
Category average: 8.7

Centralized communications management
All voice, chat, and video features can be managed from one central platform.
Category average: 8.6
Multi-level Interactive Voice Response (IVR)
IVR is a phone menu allowing callers to interact with the system through voice and keypad
Category average: 7.7
High quality video
High quality video connection is consistently available, with few or no interruptions.
Category average: 8.7

Verified User

Administrator in Finance and Accounting (51-200 employees employees)

Use Cases and Deployment Scope

We use Avaya to improve customer excellence by tracking the performance analysis dashboard. Avaya has allowed us to monitor the company's overall performance regarding the average hold time, inbound/outbound calls, average time spent on each call, volume of calls each day, and peak times/hours. It has also given us visibility into each staff member's level of performance.

Pros

Visibility
Measure Performance.
Tracking

Cons

Average hold time.
Staffing based on peak times/days.
Patient Accessibility.

Return on Investment

Due to visibility of the performance analysis tool, we can track in real time.
Ability to have more lines available during peak time.
Flexibility in the phone tree (not restricted—the sky is your limit with how you wish to set up the phone).

Alternatives Considered

Weave

Samuel Gumbs View profile

Information Technology Audit Manager in Information Technology at Anse Chastanet Hotel and Spa (201-500 employees employees)

Use Cases and Deployment Scope

Instant communication with limitless possibilities. Instant messaging, video conferencing with rich collaboration built in to ensure users are allowed several means to share and collaborate within the company for both local and remote users. Avaya has leverage the cloud remove the restrictions that the traditional systems and struggling the cross over.

Pros

Instant messaging
Video conferencing
Remote users telephony
Integration with productivity tools

Cons

GUI for the app could be simpler
Hardware cost could be leveraged against least to own
More certified 3rd party apps for integration

Return on Investment

Finance team will prefer to have physical hardware that can be capitalized.

Other Software Used

Act! CRM, Oracle Analytics Cloud, Apache OpenOffice

Usability

Verified User

Engineer in Information Technology (501-1000 employees employees)

Use Cases and Deployment Scope

Avaya UCaaS is our primary phone system within the business, from the customer facing IVR down to individual and public space extensions - it also provides important analytics and highly customizable dashboards for the different support teams to monitor there overall SLA performance against there targets and other important call stats.

Pros

Call quality
Metrics
Ease of use
Simple admin dashboard
Responsive support team

Cons

Purchasing numbers
IVR options
Support speed

Return on Investment

Cheaper call transfer between dispersed teams
No physical line rental or on prem PBX
Auto provision of user accounts when linked to SSO

Alternatives Considered

8x8 Contact Center and Microsoft Teams

Other Software Used

Microsoft Teams, Microsoft Teams Rooms

Usability

Verified User

Project Manager in Product Management (5001-10,000 employees employees)

Use Cases and Deployment Scope

Avaya UCaaS is mainly used for internal collaboration across the organization. Working on a Project that spans across 5 teams across 3 business verticals demands the requirement of a strong collaboration tool to ensure that the communication and messaging is streamlined. Avaya UCaaS is a great product that allows efficient collaboration specially for Ad-Hoc purposes. I am able to easily break down tasks into multiple streams and have separate and streamlined collaboration spaces for each one of them. This greatly increases prevents confusion which might have been caused by having all those collaboration at one space. Additionally, it is very easy to track communication and search for specific communication of file which makes everyone's life easy.

Pros

Instant creation of Ad-Hoc Collaboration groups helps a lot!
Interface is very easy to understand and use
Sharing screen and Files is very easy and is important for collaboration
Easy to search conversations and files

Cons

Limited documentation on usage. It's very difficult to self-troubleshoot
Support is very slow. Sometimes they take weeks to resolve an issue. However, issues are rare.
Don't see a major differentiator in Avaya UCaaS. It's more or less similar to what competitors offer (sometimes for a cheaper price!)

Return on Investment

Streamlining collaboration has increased overall productivity and efficiency.
Documenting and tracking action items in Ad-Hoc Collaborations have improved time to delivery by atleast 5%
It's easy to add/remove collaborators and this helps in easy scaling of collaboration. Sharing chat history helps new members to get context quickly.
Overall usage analytics helps us ensure we don't spend too much time on meetings. This is important for individual contributors

Alternatives Considered

Webex Calling, Microsoft Teams and Google Meet

Other Software Used

Microsoft Teams, Google Meet, Microsoft 365

Verified User

Manager (10,001+ employees employees)

Use Cases and Deployment Scope

I use Avaya in our organization to get in touch with the US regulators. The phone helps me get important messages through its voicemail service. Very useful since I work from the Philippines and we have different time zones. It also helps me collaborate with my colleagues who are located across the globe.

Pros

Video calls also allow you to share files to your colleagues
Instant messaging and phone interface are easy to use.
It works on mobile phones saving you from long distance charges.

Cons

I wish that the settings options is easy to find.
The options for Signing in on the phone should just be one button and not with so many tick boxes.
Auto-save of credentials would be best as mandatory.

Return on Investment

I know that we have saved thousands in US dollars for long distance charges.
Reduced the time in sending documents through file sharing.
Allowed the office to facilitate Townhalls without concerns on the number of participants

Other Software Used

Microsoft Teams, Looker Studio, Scrive eSign

Zoom Workplace

Five9

Fuze

Avaya UCaaS

What is Avaya UCaaS?

Categories & Use Cases

Key Features

Top Performing Features

Call park

Call screening

Calendar integration

Areas for Improvement

Centralized communications management

Multi-level Interactive Voice Response (IVR)

High quality video

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Related Products