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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
- About
- 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 55)Companies can't remove reviews or game the system. Here's why
March 31, 2024
Good product, money saved
We've replaced our entire telephony system with Avaya UCaaS, this has been a game changer for us, as moving to a cloud based service has mitigated numerous issues with on site telephony servers.
- Administration of users
- Call queue handling
- Call management
- Global address list
March 06, 2024
Avaya UCaaS Review
Score 8 out of 10
Vetted Review
Verified User
All new users (From certain offices) will get an invite to Avaya UCaaS just in case the users need to be contacted internally (mainly). Problems are that certain users would rather use mobiles due to the convivence of whatsapp. I know Avaya UCaaS does have a chat system but not everyone outside the company use Avaya UCaaS.
- Call Quality
- Ease of use
- Convenience of the app
- Company Directory (Search function)
- Not removing license automatically after disabling an account
- Rarely had an issue it terms of service but the last time I had to raise a ticket with Avaya UCaaS about an issue it took weeks to get replies and the issue luckily solved itself
- A lot going with the admin page (search function might help to locate features)
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
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
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
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
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).
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 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
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
First Line Avaya User
Use it on a regular basis. Receive calls from users who work within the company but are located in different areas of the world to help provide support, also video calls on the app to help see what users need help with because as a technician my job is to help and I can only be in one office.
- The company directory for quick calls
- The app interface is easy to use and navigate
- Providing conference calls is useful for a lot of our users
- Easier way of hosting conference calls, maybe.
- Issues resetting passwords (says something about that service being unavailable)
- Hosting group calls (adding multiple people to the same call)
June 29, 2022
ACO user and reseller
We use ACO as our internal communications and collaboration tool. ACO allows us to work from anywhere and share information.
- Good voice quality.
- Intuitive interface.
- Good range of user features.
- The licensing model could be more flexible (mix and match) for larger businesses.
- It would help if it could be partitioned better for larger organisations that have multiple separate business units and want to work autonomously.
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 29, 2022
Independently owned business needs.
When I came into this position they were using an old Shoretel system that was on its last legs. We tested various VoIP systems and decided that Avaya was best to suit our needs. Our sales really enjoy the freedom of the mobile app and it has built in fax which is a huge time saver.
- Convenience with plug and play.
- Faxing and mobile app.
- Easy admin panel.
- Technical support is terrible.
- Implementation.
- Follow up support.
- Standing by their promises.
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.
June 28, 2022
Avaya Cloud Office Moved Us Forward!
We moved our entire phone system to Avaya Cloud Office about 2 years ago. It is used in all areas of the business including call centers, personal office spaces, warehouses, and remote work environments. We have deployed hard phones, softphones, and cell phone applications. This has enabled our phone users to switch to remote work as needed without a lengthy IT support process. We are also heavy users of queue routing which has drastically improved our flexibility to move users in and out of different support areas in minutes.
- Quick setup of new users
- Call routing through queues
- UI/UX experience for users
- Documentation of admin procedures are limited and outdated
- Simplification of some of the Admin screens
- Release management of application updates