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Answering calls, parking and transferring calls. We are a call centre that answers calls from all over the nation. We have thousands of …
Avaya UCaaSFormerly Avaya OneCloud UCaaS
Starting at $19.99 per month per user
View PricingOverview
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…
Recent Reviews
How Avaya UCaaS Differs From Its Competitors
Awards
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Popular Features
- Message alerts (20)8.989%
- Answering rules (21)8.686%
- High quality audio (19)8.080%
- Directory of employee names (21)6.060%
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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- Competitors
- Tech Details
- FAQs
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 |
Comparisons
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Reviews and Ratings
(249)Attribute Ratings
- 8.5Likelihood to Renew
- 8.7Availability
- 6.2Performance
- 6.6Usability
- 7.3Support Rating
- 9.1Online Training
- 6.8In-Person Training
- 6.1Implementation Rating
- 5.5Configurability
- 5.9Product Scalability
- 9.1Ease of integration
- 7.7Vendor pre-sale
- 8.2Vendor post-sale
- 10Professional Services
- 9.5Contract Terms and Pricing Model
Reviews
(1-25 of 33)Companies can't remove reviews or game the system. Here's why
March 04, 2024
Review of ACO
Used as a global phone system - using mobile, desktop apps and physical phones - all very easy and straightforward compared to IP Office.
- Admin access.
- Ordering new handsets.
- Call queue management.
- Ease of use from any location.
- Missing some features from IP Office still.
- Better comms from Avaya, training, etc.
February 29, 2024
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
February 09, 2024
Avaya UCaaS for Children's Aid Society of Algoma
Children's Aid Society of Algoma in Canada uses Avaya UCaaS, which is RingCentral white labeled as Avaya UCaaS RingCentral VOIP on Desktops, Laptops, Surface Tablets, iPhones, Android Phones, Physical SIP phones at employee desks at their office. The biggest value for Avaya UCaaS for us is the ability to answer calls from multiple places (computers, physical phones, iOS or Android phones) and the ability to send text messages and receive text messages, which our staff need to see at one central place to copy and paste into their contact logs, as we are a health care workforce and have to maintain diligent contact logs, case logs in each client or patient contact history, be it their phone conversations, text messages. Another big value is complex call queues and complex scheduling abilities to enable different staff groups to be in different call queues and remove and add new staff to different groups as our goals change like moving targets within our business.
- Complex Call Queues are much better than Teams' VOIP
- Complex Call Handling Rules are much better than Teams' VOIP
- No surprise costs, predictable billing, the most amount of features at the lowest cost
- There are so many phone and text features in the phone app and the desktop app that are much better than Teams' VOIP
- Integration with Teams on Desktop App
- Call analytics and reporting BI are much, much better than Teams' VOIP
- Integration of Avaya UCaaS App Phone/Text with iOS and Android Teams App is a must.
- Integration of Avaya UCaaS App Workspace/Messaging/Files with iOS and Android Teams App is a must.
- Data loss prevention policy DLP template enforcement on all data living in Avaya UCaaS Desktop and Phone App Workspace/Messaging/Files/ Phone/Text is a must, Teams VOIP has this!
- End-staff-user-self-service training on Avaya UCaaS Phone App integration with Teams phone App and Avaya UCaaS Desktop App integration with Teams Desktop App is a must.
- End-staff-user-self-service training on the Avaya UCaaS App and teaching problem-based situational examples is a must.
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
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
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
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
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
Communications Platform with a familiar face.
We utilize Avaya Cloud Office as our primary communication platform. We have roughly 300 lines. 75 limited extensions (patient rooms and fax lines). We have 225 standard extensions that we utilize across our healthcare system at our Hospital and our 3 clinic locations. We needed a solution that could migrate us from 1980s technology to something more modern. We now have the ability to make video presentations and virtual meetings in the ACO platform, which we did not have before. We also are able to collect our resources into teams to work on projects in the ACO App. Many users have the app on their phones and thus are more readily available than ever before. Management is much more available to take on projects and tackle issues without having to be stationed at a desk. Problems can be resolved in minutes rather than playing the phone/email tag game for hours. Being able to e-fax from a mobile app or desktop app has helped alleviate fax congestion in some areas. We are looking to broaden this usage. It's great that we can receive text messages and send text messages to those that are on a mobile device right from our app.
- Faxing from a mobile or desktop app.
- Can utilize existing infrastructure.
- Supports many hardware vendors for specific use cases.
- Built in teams, text messaging, e-fax, communication breakthrough for us.
- Some traditional phone functionality is missing. Ability to hit a star (*7) key code to pick up any phone in a group is not available.
- The lack of (ring forever) option has been a challenge in routing calls.
June 28, 2022
Clunky, and not supported well.
Avaya Cloud Office is used by our organization for telephony, online meetings, and messaging. It is our primary communications product for all communications activity, both internal and external.
- The mobile app is easy to use, and mirrors most functions of the desktop application.
- Administration of the system is reasonably well laid out.
- The web version of the meeting application works better than the desktop version.
- Application support is abysmal. Very slow to respond.
- Account management is terrible. Infrequently respond to issues, and do not follow up on concerns. No escalation path was provided or used.
- The desktop application is very resource heavy and will lead to choppy communications, and frustrating meetings.
- Unifying all the components (messaging, meetings, telephone) is cumbersome and inefficient. Uses up too much screen real estate.
- No notifications are provided when updates to the app are deployed. This causes user issues with new versions, and support is unaware that changes have been made.
We use it for the help desk for managed services as well as all the features it has to offer from chat to video calls to messaging and more. It works well for our environment and helps with selling the product to our clients.
- Faxing
- Video Calls and the interface
- Portal is very easy to use
- Ease of product in general form the app to the hard phones
- Phones seem to need to be hard booted occasionally
May 16, 2022
Avaya Cloud Office Review
For the sales team, we used Avaya Cloud Office for all of our text and phone communications with customers. With us being remote, it was great to be able to have this functionality built into our systems and not have to carry around a physical phone. Also, this allowed us the option to not have call customers on our personal phones. We received our own numbers that we could use.
- Communication
- Mobile friendly accessibility and access to keep in touch with customers on the go.
- Tracking KPIs and stats for sales reps.
- When we used it, there were some bugs where incoming calls did not always show up.
- Customers would sometimes complain the number came over as "spam" and not our work #.
- Video integration on app could be a bit improved on connection and functionality.
We use Avaya Cloud Office for our phone system, video conferencing, and messaging. Avaya Cloud Office helps bundle a phone system, video conferencing, messaging, and planning into 1 app.
- The mobile app is great for remote workers.
- Easy setup of users and call routing.
- Call analytics provide good information.
- Good call quality and uptime.
- Being able to access group email from desk phone is missing.
- Can't send calls to desk phone before sending to the app.
Avaya Cloud Office has allowed me to work from home as if I was still in the office. There is no need to contact communications to have them forward my number, or make any changes when working remote. I can go back and forth between the two and not have to worry about missing anything.
- IOS App to manage
- Cloud phone that only needs a network connection
- Windows App
- The cloud phone occasionally has to be rebooted to get calls on it
- The Windows app isn't integrated with Zoom
- The IOS app could use a better user interface
May 14, 2022
Avaya-all in one solution
Numerous problems have been solved in our org using the Avaya Cloud office like the ease of conferencing, collaborations, meetings, video calls, voice calls, messaging, etc. We get to connect to all our employees without any difficulty irrespective of their locations. Also, very easy to do meetings with clients, whether it is a conference call or a video meeting, it is quite a great product.
- Collaboration
- communication
- Conferencing
- High pricing
- Software upgrade
- Need hard training to operate
March 16, 2022
Great UC solution, poor telephony solution
We use it for incoming and outgoing calls, instant messaging, and video meetings. We didn't have a business problem for it to solve, we were happy with our Avaya on-premise solution, but as well as selling ACO we wanted to experience it for ourselves, to better sell and support it. We use instant messaging and video a lot more than we did previously, which has brought benefits to the business.
- Instant messaging
- Video meetings
- Mobile app
- Work From Home telephony solution
- Calls to a queue, that ring your phone but are answered by a colleague, show as missed calls
- DND presence is not shown on handset BLF keys
- Call routing quite basic and restrictive compared to Avaya IP Office
December 31, 2021
One Avaya for everything
Before Avaya Cloud Office, we used to handle our communications like many others, one application for instant messaging, one for calls, one for email, a calendar, and a to-do. This represented a hustle to be switching within apps, checking one, updating the other and so. Avaya Cloud Office has moved that to a bad memory, I can now do everything from anywhere with my Avaya app.
- Task management.
- Great SMS integration.
- Calls works great even with slow connections.
- Refresh rate needs to be optimized or customizable.
- Works slow on low end phones.
- High resolution video may be delayed.
December 12, 2021
All-in-one solution
Avaya Cloud Office has adapted in our Customer Service Department for about a year now. Currently, we are in the process of enrolling it across all of our departments.
- Powers VoIP calls via WiFi or over 3G/4G without wasting carrier minutes.
- Offers text messages to anybody in the US and Canada for free.
- Conversation handoffs allow you to go from utilizing a data service to a cellular modem during a call.
- The service should include a mailbox
- The current software does not support E-faxing. An E-fax extension would be an improvement
- Avaya should introduced a mobile supported software.
December 12, 2021
Avaya Cloud Solution: A solution that works.
We use Avaya Cloud Office to make local and international calls when speaking to suppliers and our transportation agency. Avaya Cloud Office has also been vital in our local communication since most of our clients are in the interior regions with network challenges. Avaya Cloud Office has enabled us to stay in direct contact with internal and external contacts through the Avaya Equinox and Avaya Workplace app.
- Real-time VoIP calls significantly reduce calling costs, particularly for long-distance calls accessible from any location.
- Numerous collaboration tools are included in the program, including VoIP, video conferencing, chat, presentations, and voicemail.
- More efficient voice calls, video delivery, and messaging options with services' flexibility and simplicity of usage and without the requirement for physical.
- There is no support for Avaya Cloud Office Phone, Avaya Cloud Office Phone for Mobile, or any other softphone.
- There is no support for the Call Queue functionality. Intercom and paging services are not available.
- Limited Extensions are capable of receiving paging calls, but they are unable to initiate paging calls.
October 08, 2021
Avaya Cloud Office Review
We use this for my insurance agency and it has been a great product. It links directly with lots of our company software's including our CRM system. We love having the built-in internal chat feature along with the ability to do video conferences. Because of this software we were able to eliminate several other softwares including Zoom, Google Chat, and Twilio.
- Texting
- Internal Chat
- Video Conference
- Ability to text PDF's
- I would like to have the ability, as a host, to highlight an area on the screen during someone else's screen sharing to let them know what/where to click while training. Zoom and most other video software have this feature.
September 15, 2021
Avaya Cloud Office, the integration for team collaboration and meetings we all need.
{Avaya] Cloud Office is only being used currently by certain departments, especially for video conferences. It addresses our need to have face to face conferences and during the pandemic, we have used it a lot more since we cannot meet in person. It offers better call quality than other solutions we currently have.
- Video Conferencing
- Advanced Logs
- Custom Integrations
- Screen Sharing
- Slow refresh rate when displayed in Higher resolution monitors for conferencing.
- Management of solutions can be a be a hard to understand.
- Flexibility with previous legacy equipment.