Avaya UCaaS Review
Avaya UCaaS is our primary phone system within the business, from the customer facing IVR down to individual and public space extensions - …
Avaya UCaaSFormerly Avaya OneCloud UCaaS
Starting at $19.99 per month per user
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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, task management and more. Create collaboration in real-time, using any device or…
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How Avaya UCaaS Differs From Its Competitors
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Popular Features
- Message alerts (17)8.989%
- Answering rules (16)8.080%
- High quality audio (15)7.878%
- Directory of employee names (15)7.575%
Reviewer Pros & Cons
Pricing
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.avaya.com/en/products/ucaas…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Starting price (does not include set up fee)
- $19.99 per month per user
Features
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Product Details
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- Tech Details
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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, task management and more. Create collaboration in real-time, using any device or system, through one platform.
Avaya UCaaS Features
Cloud PBX Features
- Supported: Hosted PBX
- Supported: Multi-level Interactive Voice Response (IVR)
- Supported: Directory of employee names
Call Management Features
- Supported: Answering rules
- Supported: Call recording
- Supported: Call park
- Supported: Call screening
- Supported: Message alerts
- Supported: Business SMS/External Messaging
- Supported: Online Fax
- Supported: Voicemail Transcription
Mobile apps Features
- Supported: Mobile app for iOS
- Supported: Mobile app for Android
Performance & Compatibility of Online Events Software Features
- Supported: High quality audio
- Supported: High quality video
Online Meetings / Events Features
- Supported: Scheduling
- Supported: Calendar integration
- Supported: Meeting initiation
- Supported: Record meetings / events
Screen Sharing Features
- Supported: Desktop sharing
Online Events Collaboration Features
- Supported: Live chat
Online Events Security Features
- Supported: User authentication
- Supported: Participant roles & permissions
Unified Communications Platform and Collaboration Features
- Supported: Centralized communications management
- Supported: Team messaging
- Supported: Team document sharing
- Supported: Call and meeting analytics
Avaya UCaaS Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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Reviews and Ratings
(243)Attribute Ratings
Reviews
(1-25 of 95)Companies can't remove reviews or game the system. Here's why
November 02, 2023
Avaya UCaaS Review
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 for the support team to monitor performance.
- Call quality
- Metrics
- Ease of use
- Simple admin dashboard
- Purchasing numbers
- IVR options
- Support speed
June 23, 2023
Tried & Tested Solution - In the Cloud
Customer's such as Healthcare / Financial want to go to the cloud but would like local survivability.
- management
- scalability
- resiliency
- flexibility
- Quality of Voice
- integrations
- Supportability
June 23, 2023
Easy Peasy
I am trained in Avaya Sales of UCaaS capability. My organization deploys, implements, and maintains Avaya Unified Communications in the DOE, Navy, United States Marine Corps, & Air Force. From my partner knowledge there hasn't been any business problems between our two organizations, but I am sure there have been some hardships and issues that the end customer has run into.
- Simple
- Accessible
- Supportive
- N/A
June 23, 2023
I not only sell it.. I use it every day
I use it as my everyday phone. I use and sell ACO. It simplifies my workflow and allows me to stay connected with my team. Having chat, efax, and texting is a great addition for a phone system. It also allows me to connected no matter where I am at in the world.
- Mobility
- Conferencing
- Chat
- Uses Avaya J series handsets
- adhoc conferencing is limited to 3 users
- Better included CC features
- location based E911 notifications
June 23, 2023
Avaya for a NonProfit
Helps analyze performance of helpline specialists in call center, such as knowing how long they are on the phone, how many calls they take a day. Also helps us understand our own performance such as how many calls get lost in queue and where they are transferred.
- Call log
- Call mapping interface
- East front facing interface
- Create a voice survey option where responses can be documented and exported into a database
- Improve customer service specialist knowledge
June 23, 2023
Benefits from using Avaya UCaaS solution
The all-in-one cloud communications platform empowers your employees with
faster, continuous collaboration. It allows a flexible hybrid model—remote
and in-office—that ensures everyone is always ready to meet work—routine
or unplanned
- Voice and video calling: avaya Ucaas enables high-quality voice and video calls, allowing users to communicate semlessly over the internet using various devices.
- messaging and collaboration: the platform provides instant messaging, team messaging, and file sharing capabilies, fostering collaboration among team members regardless of their location
- contact center integration: Avaya Ucaas can integrate with contact center solutions, providing enhanced customer service capabiities such as call routing, queuing, and CRM integration
- User interface and experience: Enhancing the user interface and UX could make it more intuitive and user friendly
- integration with 3rd party application: it could benefit from improved integration capabilites with popular 3rd party applcation
We used Cloud calling solution from Avaya. It was easy to use and setup. Avaya has long history in calling market. We were looking for a cloud calling solution to simplify management and move away from on-prem solution to save on costs and chose Avaya UCaaS based on their history and prowess in calling solutions.
- Calling
- Messaging
- Meeting
- PSTN Connection
- Avaya UCaaS financial stability is an issue in long run
- They are still behind other competitors like MS Teams, Webex calling in chat
- Innovation - they are lacking in this domain and just adding features which other competitors have
February 01, 2023
Working from home or on the road is so much easier now
Score 10 out of 10
Vetted Review
Verified User
We are able to have our sales staff have the app on their phone, there is no reason why they miss calls now. It makes it easier for them to keep in contact with all customers. They also have the ability to chose when they are "In office and ready for calls". I am able to log into our system to reset voicemail passwords and see what calls are being missed. When I am not able to make it into the office I am still able to take my office phone calls at home. It makes working from home so much easier.
- Text or email voicemail messages
- able to take calls at home or in the car
- Customer service is amazing when you do need to call some one
- it would be nice to see a simpler way to change the business hours for the phone
- the ability to see your contacts when on the phone
- a hang up button. we need one
February 01, 2023
ACO - easy and reliable
Primarily a reseller, but also a user. Easy to chat and collaborate with other users. A collab tool that also maintains e-faxing capability.
- Seamless transition to other devices
- e-Faxing
- Easy to manage
- Wish there was a way to track status changes of colleagues.
- Need easier calendar and meeting integrations for setting up meetings
- Would love to be able to email a contact directly from the app (or at least an email/outlook pop-up).
February 01, 2023
Avaya Cloud Office
Avaya Cloud Office is used by all the organization with a focus on our Service Desk. The telephony is very important for us as it must be always available when working in the office or outside of the office. This is the main communication channel with our customers and it is important that we don't miss communications.
- Quality of the calls is very good in all the situations
- The support of Avaya Cloud Office during the onboarding is perfect
- The setup of the different features is very simple
- The integration with some Microsoft tools could be improved
January 31, 2023
A great tool for business collaboration
The Avaya Cloud Office solution is our internal collaboration system within the team, but also for exchanges with customers and partners. The main features used daily are telephone, video conferencing, and team messages. It is extremely practical because the professional telephone follows us everywhere, including for all trips abroad. And we can communicate from the computer as well as from the smartphone.
- Visioconferencing
- Text messaging between team member
- Easy of administration tool
- Managing call routing options
- Easy to use from desktop or from smartphone
- When I use the Google extension (which I use a lot) sometimes I do not understand when I receive a call, my desktop is ringing, but the app has disappeared so there is no way I can answer the call
January 23, 2023
Low cost & easy to use
Our office currently uses the Avaya Cloud Office. I am able to talk and text from any device no matter where I am. The monthly fee we pay for this service is considerably cheaper than what we paid the local phone company. The initial switchover of our 2 phone lines was stressful, and there were a few mishaps. Once the system was up & running - we have not had any issues since.
- The app is wonderful
- the lines are clear - no extra noises/choppy conversations
- Customer service is great
- The port switchover was hectic
- My "technical support" was too technical, used words I was not familiar with
- The paperwork was hard to fill out (my sales rep had to help me)
December 15, 2022
Avaya UCASS and CCAAS offerings are among the best in the industry.
I stood up a POC on Avaya's hosted Oceana and Breeze for our tech support team. We are looking to eventually add web chat with automatic Service Now ticket pop ups. I was impressed with the nice integration and reporting capabilities of the offering.
- Multi Modal Contact Center
- Knowledge base with AI functionality
- Nice integrations with other systems via API's
- Avaya has very strong contact center offerings and more contact with our salesperson would be helpful, so we can explore the latest offerings
- Although it's adequate a slightly more intuitive UI would be helpful
- More integrated reporting at the end-user level.
December 15, 2022
Avaya Cloud Office fills most small business telephony requirements
Score 8 out of 10
Vetted Review
Verified User
We operate a travel call centre with several off-site consultants. ACO works well in managing our overall phone system, IVR, and call queues.We use it to receive calls along several channels and departments and can easily redirect calls as required to the relevant individual. The managment of the team is quite easy as well.
- Allows managers to monitor staff call engagement
- Provides a high quality VOIP telephony experience
- Could allow for Superadmins to manage black-listed call destinations much more easily
- Could allow for more options around adding toll free calling packs
October 31, 2022
Satisfied user
Score 10 out of 10
Vetted Review
Verified User
We are using Cloud Office for our phone system across the entire organization. We also use CCaaS in our outbound call center for sales development. We plan to implement CCaaS as an inbound solution within the next 90 days. The platform was selected for its ability to integrate with CRM system and its native reporting capabilities.
- Open API
- Reporting
- Cloud-based
- No outbound recording
- Sharp learning curve
September 28, 2022
Avaya Cloud Office
I use it to keep in touch while in the field, it helps to stay in touch with customers wherever I may be.
- Connectivity
- Reliable connections
- Easy to use
September 15, 2022
Avaya Cloud Office is heading in the right direction
One system for collaboration Better cell phone integration
- Administration on desktop and cell phone
- Single Sign On
- Cell phone app works great
- Missing integration with the outlook calendar in Workspace
- Need to expand additional schedules in custom rules in call-ques
- Ability to submit to get outbound number & location updated
Avaya OneCloud UCaaS is extremely useful and helped me a lot in times of quarantine of the covid pandemic in 2020 and 2021 when the use was more intense. Our company has purchased the most advanced licenses to allow 500+ concurrent people and unlimited cloud recordings. More than 20 licenses were active in our IT department, allowing us to create virtual rooms at any time and hold live online meetings and some internal training. One of the problems that are solved with Avaya OneCloud UCaaS was not to harm internal collaborative communication and our daily productivity.
- Remote work with video
- Virtual meeting rooms with access control and password
- Recordings
- Document sharing
- Host and organizer functions in the rooms
- Chat
- Lack of technical documentation in Portuguese
- Free license does not make recordings
July 27, 2022
Avaya UCaaS, an excellent overall product!
Online meetings with Avaya Spaces (UCaaS) have intensified since the COVID-19 pandemic. These were difficult times at the company, and for almost two years, we worked from home. We use Avaya Spaces as a form of communication in the company for business, virtual managerial, technical and commercial meetings, presentations to clients, and project management. The tool became an integral part of everyone's activities and productivity because it was one of the ways to interact via videoconferencing and keep in touch with business customers. The meetings provide us with a high-quality interface with file sharing, chat, audio, and video capabilities, even with a reasonable internet connection.
- Easy and great management over the web.
- Safety.
- It works in the browser.
- It's stable and doesn't require a lot of bandwidth.
- Email invitations.
- Cloud recording.
- Sharing content and files, links, notes and chat.
- It does not allow changing the user's camera background.
- There are no dark themes available.
July 18, 2022
Avaya OneCloud UCaaS has everything you need to hold meetings without leaving your home.
We use Avaya OneCloud UCaaS software as standard cloud video conferencing software. It is an intuitive, simple to administer, and easy-to-use software, with excellent cloud management of rooms, recordings, and videoconferencing resources. It has a great response time to participate and create virtual meetings over the internet using any type of internet device. Cloud recordings are stored on Avaya OneCloud UCaaS servers without time restrictions and file size limits. The software solved the existing problems in communication failures.
- User-friendly GUI management interface with the possibility to create different rooms, notebooks, calendars, and chats.
- The management interface for recordings is made in the rooms with the possibility of downloading them to the location.
- Link and file sharing with other participants.
- Chat with all participants and individual.
- Avaya OneCloud UCaaS in the free version could allow recordings of sessions for a limited time.
- Avaya OneCloud UCaaS has little integration with Google.
We called Avaya OneCloud UCaaS from Avaya Spaces on our day at work. It has been a great ally since the beginning of the COVID-19 pandemic because we were quarantined at home and we had to do online meetings, audio and video calls, and chat to communicate with each other. Avaya Spaces has been the solution that has improved collaboration and productivity over the last 2 years. It is cloud software that does not depend on any application or software installed on the device and allows you to hold high-quality virtual meetings and interact with participants with chat, presentations, polls, and other things.
- Unlimited video conference rooms with admin control.
- Simultaneous recordings in high resolution.
- Interactions between participants with voice, video, and chat.
- All in the cloud and not dependent on apps.
- Fast and efficient technical support.
- There are no reports of errors and problems on the platform during uses.
- It can improve the function of creating sub-rooms within the main ones for audiences.
July 08, 2022
Great solution for contacting other offices
It helps us contact all our clients as well as other users in other offices around the world.
- Ease of use
- quick and simple
- accessible
- sometimes it crashes when incoming calls occur
- make the user experience a bit more simple
- better handset devices
June 30, 2022
Unhappy with Avaya Cloud Office
We use Avaya Cloud Office for our IP telephones and as internal extensions as well as for voice mail
- connect phone calls
- internal communication
- voice mail
- can't turn off faxes
- very hard to find a contact on the phone device
- As the administrator I get text messages that are meant for other users
June 29, 2022
Save Money, Save Time, And It Works!
Avaya Cloud Office has been an amazing switch for our company. The messaging system offers ease of access for our company to work more efficiently. The answering system keeps us free to get more job work completed. Yet the best feature is keeping all of the spam calls down and the ability to block spoofing numbers from repeatedly wasting our time.
- Keeping spam calls down
- Voice to text voicemail
- answering calls
- blocked calls not ringing
- blocked faxes not coming in
June 29, 2022
This product will change the game
For my company it's the ideal product of communications because easy to use and demonstrate to customers. It's the best solution I saw in a long time. The internet connection is the key to this success. Very interesting for an international company, there is no limit to it. The covid 19 pandemic was the opportunity to increase this success thanks to mobile solution.
- Mobility.
- Integration application.
- Collaboration.
- Cost center is not complete. Need an export to Excel for example. For a big company not easy to use.
- Options from Standard Licence to Premium : e.g. ''multi-sites'' not included.