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Avaya UCaaS

Avaya UCaaS
Formerly Avaya OneCloud UCaaS

Overview

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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Recent Reviews

Avaya UCaaS Review

8 out of 10
March 06, 2024
All new users (From certain offices) will get an invite to Avaya UCaaS just in case the users need to be contacted internally (mainly). …
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Review of ACO

8 out of 10
March 04, 2024
Incentivized
Used as a global phone system - using mobile, desktop apps and physical phones - all very easy and straightforward compared to IP Office.
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Avaya UCaaS Review

8 out of 10
November 02, 2023
Incentivized
Avaya UCaaS is our primary phone system within the business, from the customer facing IVR down to individual and public space extensions - …
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Easy Peasy

7 out of 10
June 23, 2023
Incentivized
I am trained in Avaya Sales of UCaaS capability. My organization deploys, implements, and maintains Avaya Unified Communications in the …
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Avaya for a NonProfit

7 out of 10
June 23, 2023
Incentivized
Helps analyze performance of helpline specialists in call center, such as knowing how long they are on the phone, how many calls they take …
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Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 26 features
  • Message alerts (19)
    8.9
    89%
  • Answering rules (20)
    8.6
    86%
  • High quality audio (18)
    7.9
    79%
  • Directory of employee names (19)
    6.0
    60%

Reviewer Pros & Cons

View all pros & cons
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Pricing

View all 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
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Features

Performance & Compatibility of Online Events Software

Features related to the performance, reliability & compatibility of web conferencing and webinar (online events) software.

6
Avg 8.1

Screen Sharing

Features related to remote screen sharing capabilities.

7.6
Avg 8.0

Online Meetings / Events

Features related to hosting and attending meetings and events online.

7.6
Avg 8.0

Online Events Collaboration

Features related to collaboration between attendees during web conferences, webinars, and other online events.

8.1
Avg 7.7

Online Events Security

Features related to the security of meetings and other events held via web conferencing/webinar software.

7.4
Avg 7.5

Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

7.5
Avg 8.1

Call Management

Customized phone system settings

7.6
Avg 8.2

Mobile apps

Apps are compatible with mobile devices.

8.2
Avg 8.6

Unified Communications Platform and Collaboration

UCaaS platforms allow teams to collaborate internally in one central space.

7
Avg 7.4
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Product Details

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 Competitors

Avaya UCaaS Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Avaya UCaaS starts at $19.99.

Five9, Fuze, and Zoom are common alternatives for Avaya UCaaS.

Reviewers rate Call recording highest, with a score of 9.

The most common users of Avaya UCaaS are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(248)

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
February 29, 2024

Avaya Cloud Office

Patrick Tissot | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
Avaya Cloud Office is perfectly suited when used by employees working remotely. The reporting capabilities are very usefull and can be used to improve the quality of services to the customers. In my opinion, it is less suited when a lot of telephony integrations are needed and mainly with some analog based applications.
Cloud PBX (2)
90%
9.0
Hosted PBX
90%
9.0
Directory of employee names
90%
9.0
Call Management (5)
94%
9.4
Answering rules
100%
10.0
Call recording
90%
9.0
Call park
90%
9.0
Message alerts
100%
10.0
Voicemail Transcription
90%
9.0
Mobile apps (1)
90%
9.0
Mobile app for Android
90%
9.0
Performance & Compatibility of Online Events Software (2)
95%
9.5
High quality audio
100%
10.0
High quality video
90%
9.0
Online Meetings / Events (2)
85%
8.5
Calendar integration
80%
8.0
Meeting initiation
90%
9.0
Screen Sharing (1)
90%
9.0
Desktop sharing
90%
9.0
Online Events Collaboration (1)
90%
9.0
Live chat
90%
9.0
Online Events Security (2)
95%
9.5
User authentication
90%
9.0
Participant roles & permissions
100%
10.0
Unified Communications Platform and Collaboration (2)
100%
10.0
Centralized communications management
100%
10.0
Call and meeting analytics
100%
10.0
  • Cost is simple and in OPEX model
  • Easy to add users with same cost structure
  • No investement required
The solution allowed us to fulfill all our internal communications needs: calling, messaging and online meetings. The main reason why we have chosen Avaya is the calling capabilities.
The support of Avaya is really great, the time to react is very short and the quality of the answer is very high. We always receive a superior quality compare with other suppliers.
We are not using integration with other tools.
We compare with Destiny but the integration of Avaya Cloud Office with Teams was much better.
Yes
It replaced a Cisco based on premise telephony solution integrated with Microsoft Lync.
  • Cloud Solutions
  • Scalability
  • Ease of Use
The most important factor was the ease of use but also the availability of the solution. We wanted to have a solution that it is always available for our employees wherever they are, in the office or outside of the office.
I would not change it.
60
All the functions in the company: back-office, sales people, Service Desk, engineers, ...
2
As the solution is easy to use and to maintain, it doesn't require very experienced people. The solution is maintained by Level 2 engineers.
  • Telephony everywhere
  • Online meetings
  • Messaging
  • Service Desk call distribution
  • None
The solution fulfill all our requirements for a acceptable price.
  • Implemented in-house
Yes
We did first a pilote with a few users in the IT department and proceed with the full rollout in a second phase.
Change management was minimal
  • Some countries were not authorized to be called
  • Call flows needed to be fine tuned
Thank to the help of Avaya implementation team, the migration was done with minimal impact. All activities were well defined and done in time.
  • Online Training
  • In-Person Training
  • No Training
The training for the administrators was perfect in term of timing and completeness.
The online training was clear and effective.
For the end users, we provided no specific training, only a simple brochure for the first steps to start with the solution.
We are always able to configure the solution for our use cases. The configuration is quite easy to do and we are always supported in case we have questions about some specific settings. The configuration doesn't not require very high skills, it is clear and straightforward.
No specific recommendations, it depends on company needs.
No - we have not done any customization to the interface
No - we have not done any custom code
No
No, the classical support is enough for our organization, we don't need more, we are supported everytime we need it.
No
No, the support is always very good, we have not a single example for which it was exceptional. We can only say that the support is superior compare with other suppliers.
The solution is very easy to use, it doesn't require a lot of training. We have only provided a small document with the most features and we have received only a few requests to help.
  • Call management in general
  • Inbox queue
  • Modification of the settings
  • None
Yes
The mobile interface is very user friendly, it integrates easily with other devices like cars via Bluetooth.
Scalability was less important for our organization as our needs are quite stable.
We never had any availability issues during the lasted months/years.
We have not been faced to any performance issue.
  • Teams
The integration with Teams is very easy to achieve.
  • None
Teams
No specific advice.
The sales process was fine, we received all the needed details, we had the needed demonstrations and we were able to test the solution.
The vendor was always available to help for any request.
A bundle of minutes at the level of the company.
No.
No
  • N/A
  • N/A
No
No
February 29, 2024

Avaya Cloud is OK

Score 3 out of 10
Vetted Review
Verified User
Incentivized
We implemented Avaya Cloud Office last year after dropping Avaya IP Office. We implemented it in several of our offices globally but not all. The problem with some was price, all their capital expenditure was already finished and therefore it was more expensive to go VoIP than stay with PBX. We are probably 50% of our 20 offices.
  • Phone calls.
  • International inclusive calls.
  • Free handsets for basic use.
  • We have the renewal coming up and despite asking many times we do not yet have a quote
It is best for UK-based people, would be better if we could source phones in other countries without them being delivered here for us to onward ship, which got very expensive with Athens.
Communication is difficult with Avaya.
Cloud PBX (2)
5%
0.5
Multi-level Interactive Voice Response (IVR)
N/A
N/A
Directory of employee names
10%
1.0
Call Management (6)
18.333333333333332%
1.8
Answering rules
40%
4.0
Call recording
30%
3.0
Call park
N/A
N/A
Message alerts
N/A
N/A
Online Fax
10%
1.0
Voicemail Transcription
30%
3.0
Mobile apps (2)
90%
9.0
Mobile app for iOS
90%
9.0
Mobile app for Android
90%
9.0
Performance & Compatibility of Online Events Software (2)
N/A
N/A
High quality audio
N/A
N/A
High quality video
N/A
N/A
Online Meetings / Events (3)
N/A
N/A
Calendar integration
N/A
N/A
Meeting initiation
N/A
N/A
Record meetings / events
N/A
N/A
Screen Sharing (1)
N/A
N/A
Desktop sharing
N/A
N/A
Online Events Collaboration (1)
N/A
N/A
Live chat
N/A
N/A
Online Events Security (2)
N/A
N/A
User authentication
N/A
N/A
Participant roles & permissions
N/A
N/A
Unified Communications Platform and Collaboration (4)
N/A
N/A
Centralized communications management
N/A
N/A
Team messaging
N/A
N/A
Team document sharing
N/A
N/A
Call and meeting analytics
N/A
N/A
  • Saved 50% on the IP office.
  • as a result of Covid we discovered we need a DDI even less than before
Pretty much not used anything other than the mobile App, the VC is OK but not as good as others in the market.
We use a reseller. who also has comms issues when communicating with AVAYA
not at all
Yes
Avaya IP office
  • Other
Avaya with drew support of Avaya IP office and at short notice we were forced to decide on something quick, didn't have time to review any other products
absolutely
250
All sort's admin staff, brokers
outsourced
  • receiving calls
  • none
  • if it integrated with cloud 9
not through choice, we have waited 6 months to get a quote, we had no notification it was expiring
  • Third-party professional services
Yes
UK first then other countries
Change management was minimal
  • the star type conference phone did not work for months
whilst not an implementor i am a service owner
  • In-Person Training
whilst on site it was delivered by teams to the desks , not the fault of the trainer
but complicated
draw out a road map of how a call should route based on not answered and groups etc
No - we have not done any customization to the interface
No - we have not done any custom code
none
outsourced
Yes
the address book is constantly processing on all phones, no solution or updates for weeks, then it started working again no RCA no fix will happen again
never
no intuitive enough difficult to find things
  • answering a call
  • transferring a call
Yes
same as the handset
generally never had an large outage other than internet not really Avaya fault
  • none
  • only cloud 9 if possible
none
not applicable
not applicable
they are quick to reply, only held up if it has to go to Avaya
a monthly support contract
make sure roles are clearly defined
No
  • N/A
  • N/A
Score 4 out of 10
Vetted Review
Verified User
Incentivized
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.
When it works, it works. However their technical team lacks in the field experience in assisting admins in trouble shooting. The mobile app works great for folks who cannot be at their desks constantly.
  • Implementation and support needs work.
  • Responses from support is terrible.
  • They do not tell you that it is on the end user to buy accessories.
It suits our business needs but we do not utilize the conferencing.
This is an area they need to work on. I have went through 3 individuals and none of them replied to my concerns or issues.
Yes
We replaced an outdated Shoretel system.
  • Price
  • Product Features
  • Product Usability
We did some research and found that it was a better deal than most VoIP services.
I would like to have a better plan of action for implementation and a more knowledgeable team.
100
Sales, service, and administration.
1
Just myself.
  • Sales
  • Service
  • Deals
  • Sales can really utilize the facetime style feature for customers who are out of state.
I would like to have better communication with the support teams and do not want to have to port to a new system.
  • Implemented in-house
No
Change management was a major issue with the implementation
  • Getting the porting team to help when we were at our slow point.
  • Getting any assistance on issues regarding network.
Not happy, it was a fiasco.
It wasn't offered that I was aware of but as much as we are paying we should expect top tier support.
Yes
No it wasn't.
Not really.
  • Transferring calls.
  • Setting up call groups.
  • Mobile app.
  • Changing over users' voicemail.
  • Too many apps on the store that look similar and can be downloaded on accident.
  • No way to lock down users to prevent them messing with settings on their individual phones.
Yes
Yes and it has been a lifesaver for our sales team.
Score 10 out of 10
Vetted Review
Verified User
We have a telesales/catalog business in the UK so a stable telephone is very important. During Covid, we needed a new cloud-based system that allowed our team to work remotely.
  • We use handsets on the office, App on the desktop and App on mobile phones
  • Call Recording
  • Easy Administration
  • Sometimes the mobile network coverage affects the call quality
  • Can improve the App on the phone to show which other users are on call
So far we have no issues with the system we have purchased. The support provided by La Cappa communications and the whole Avaya team has been brilliant.
  • Its Cheaper than the traditional system we had
10
Sales and Marketing
1
One manager supports the Avaya Cloud System
  • Ability to make / receive calls on various devices
  • Call Recording
  • Good Support
  • Remote Working
  • Integration with our website and back end system
We are happy with the system
Yes
Avaya Digital system which was running on BT ISDN. BT are discontinuing the ISDN system.
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
Product performance and after sales support was the main criteria
We would not
Seemless implementation with La Cappa
  • Third-party professional services
La Cappa commuications
Yes
We had 6 weeks trial phase prior to transition from the old system
Change management was a minor issue with the implementation
All staff embraced the new system.
  • Technical issues regarding Firewall and port opening
We contact Avaya and they introduced La Capa communication who managed the whole process from sales to installation. They were brilliant, and the transition to the new system was seamless. Post-sales support has been excellent.
Our package provides us with support we need
Yes
Yes
Dave Burrows from La Capa communications is always available to help if we have any issues.
  • Conference calls
  • Mobile & Desktop App
  • Start / Stop Call recording
  • View who is on call from Mobile App
Yes
I would say 90% - need some impovements
Score 10 out of 10
Vetted Review
Verified User
Incentivized
My school started using Avaya in March when we had to switch to remote learning. Avaya's capabilities allowed for easy implementation for the teachers, students, and parents to use right from the start! My students didn't miss a beat, the education never stopped! Avaya has great customer support. Everyone you speak to is friendly and responds back to questions right away.
  • Allows collaboration / learning to take place anywhere at anytime.
  • Security and safety.
  • Easy to use.
  • More immersive room options
  • More filters
Avaya is well suited for any online collaboration that your company needs to do.
Cloud PBX
N/A
N/A
Call Management
N/A
N/A
Mobile apps
N/A
N/A
Performance & Compatibility of Online Events Software
N/A
N/A
Online Meetings / Events
N/A
N/A
Screen Sharing
N/A
N/A
Online Events Collaboration
N/A
N/A
Online Events Security
N/A
N/A
Unified Communications Platform and Collaboration
N/A
N/A
  • Parents find Avaya easy for them and their students to use.
Avaya's customer support is hands down the best. They reply in a timely matter, everyone you interact with treats you in a friendly and respectable manner, and they stay in contact with you until situations are resolved.
I have experienced less technical problems with Avaya compared to other platforms. Avaya was easy to implement for all ages as it didn't require a lot to log into sessions for the younger grade students and the features are simple enough that my first graders can use Avaya without the help of their parents.
Zoom, Google Hangouts (Classic)
No
  • Price
  • Product Features
  • Product Usability
Product features and usability. Being a preschool - 8th grade school I need to make sure it can work for all ages.
N/A
10
No
Yes
The AI Noise when first turned on had it were no one could hear each other, the issue was resolved in 10 minutes.
When there was a system wide update, I was in a meeting and they explained to one of my teachers what was going on and when it would be resolved. They treated her like she was an administrator, there was none of the "we can't talk to you because you're not listed as an administrator on the account."
It is very user friendly. My students staff are able to use it on multiple devices. Minimum training was required.
Throughout a year and and a half of remote learning, we only experience two minor technology issues that were resolved within an hour.
Yes
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