Avaya UCaaS

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.

• 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).

Weave

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.

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

Act! CRM, Oracle Analytics Cloud, Apache OpenOffice

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.

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

8x8 Contact Center and Microsoft Teams

Microsoft Teams, Microsoft Teams Rooms

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.

• 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

Webex Calling, Microsoft Teams and Google Meet

Microsoft Teams, Google Meet, Microsoft 365

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.

• 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

Microsoft Teams, Looker Studio, Scrive eSign