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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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How Avaya UCaaS Differs From Its Competitors

Unified Platform

Based on my observations and discussions with other users, including myself, it seems that many of us prefer using platforms like Teams or Zoom for meetings. The conference feature within our current system appears to be utilized only 2 to 3 times a year. Personally never used the Avaya UCaaS …
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Integrations

As someone who has not yet explored these integrations, I find it intriguing and am considering looking into them further. Not aware that our users use the tools either.
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Unified Platform

Online Meetings/Conferences, Collab, and Calling are PHIPA PIPEDA compliant and this makes it a perfect option for us as a healthcare business (similar to Zoom Medical versus Zoom regular). Teams' VOIP and Teams unfortunately do not have good reputations in health compliance, despite their …
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Unified Platform

We use this purely as a phone system - and while it is capable of messaging and video calls we use Teams for all of that as it is already established within the business - however we tested these features and they work well.

This is also cheaper than Teams PBX and more flexable.
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Unified Platform

We benefit but at the same time it creates problems for us because now I have multiple platforms in which to communicate. We use Teams but we sell ACO. I communicate to Avaya employees using ACO and use Teams to communicate internally
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Integrations

Integating Ucaas with popular productivity tools such as Salesforce, Microsoft365, users can access relevant information and collaborate more efficiently with a unified platform, reducing the need to switch between different applications.
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Unified Platform

Using all collaboration tools from single vendors helps in saving management costs. Also, in case of any issues we don't have to go to multiple vendors to resolve them. Avaya has been a long time champion in on-premise calling and contact center space. Having all solutions including Contact center …
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Integrations

We integrated Avaya UCaaS Calling with Microsoft teams for some offshore sites. Integration took some time but it worked fine after integration was complete. Avaya UCaaS still needs to work on providing more features into the integrated MS Teams.
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Unified Platform

We have not as there needs to be a bit more integration between the outlook calendar and ACO Workspace before we can fully switch to utilize the one platform.
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Unified Platform

We keep things simplistic. Yet we have found great value in the Avaya APP for remote working and connecting with clients. The texting, fax, and voicemail features are great! The best part is that it has saved our company a lot of money on extra phone line costs. Faxing is barely used, but we are …
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Unified Platform

It's like Teams with a better solution for voice implementation. I use it every day. Some customers after having done integration tests with Teams have clearly told me that ACO was as powerful or even better than Teams and that the integration did not add value.
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Unified Platform

Yes, I've had issues where users from Oslo, and Athens have issues but obviously, it can be difficult just speaking over the phone, so having video call options on the app has been useful because they can show us what the problem looks like which can help make our jobs easier.
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Integrations

As a first-line engineer, I've not really benefited from Avaya Cloud Office integrating with other third-party tools. However, I have benefited from having the app on my computer, the desk phone itself, and the app meaning whether I am inside the office or outside the office, I can always pick up …
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Unified Platform

We have utilized the Avaya Cloud Office conferencing features- it allows for a professional, sophisticated conference call set up and implementation. The process is so easy and many employees are able to utilize it. The voicemail and voicemail to email features help keep our employees connected …
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Integrations

Our team's ability to work seamlessly from wherever they are has increased productivity and reduced stress about keeping in touch and being up to date on communications. We are able to access voicemails immediately upon receipt and don't worry about missing important calls and messages. The …
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Unified Platform

This can not be understated. Having essentially, e-fax, text messaging, teams, and online meetings in one platform has been a game changer. Phone tag is essentially a thing of the past as availability of management level staff has improved 10 fold. Removing fax congestions with desktop or mobile …
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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 (20)
    8.9
    89%
  • Answering rules (21)
    8.6
    86%
  • High quality audio (19)
    8.0
    80%
  • Directory of employee names (21)
    6.0
    60%

Reviewer Pros & Cons

View all pros & cons
KP
kofi peprah
IT manager
Farsight (Information Technology & Services, 11-50 employees)
Verified User
Manager in Information Technology
Security & Investigations Company, 11-50 employees
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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 7.9

Online Events Collaboration

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

8.2
Avg 7.7

Online Events Security

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

7.6
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 8.2

Call Management

Customized phone system settings

7.7
Avg 8.2

Mobile apps

Apps are compatible with mobile devices.

8.3
Avg 8.6

Unified Communications Platform and Collaboration

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

7.2
Avg 7.5
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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 and Message alerts highest, with a score of 8.9.

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

View all alternatives
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Reviews and Ratings

(249)

Attribute Ratings

Reviews

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

Avaya Cloud Office

Patrick Tissot | TrustRadius Reviewer
Patrick Tissot
Service Director
Prodata Systems (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
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.
Avaya UCaaS Feature Ratings
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
Return on Investment
  • Cost is simple and in OPEX model
  • Easy to add users with same cost structure
  • No investement required
Unified Platform
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.
Support Rating
10
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.
Integrations
We are not using integration with other tools.
Alternatives Considered
We compare with Destiny but the integration of Avaya Cloud Office with Teams was much better.
Other Software Used
Products Replaced
Yes
It replaced a Cisco based on premise telephony solution integrated with Microsoft Lync.
Key Differentiators
  • 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.
Evaluation Lessons Learned
I would not change it.
Users and Roles
60
All the functions in the company: back-office, sales people, Service Desk, engineers, ...
Support Headcount Required
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.
Business Processes Supported
  • Telephony everywhere
  • Online meetings
  • Messaging
Innovative Uses
  • Service Desk call distribution
Future Planned Uses
  • None
Likelihood to Renew
10
The solution fulfill all our requirements for a acceptable price.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
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 Lessons
Change management was minimal
Implementation Issues
  • Some countries were not authorized to be called
  • Call flows needed to be fine tuned
Implementation Rating
10
Thank to the help of Avaya implementation team, the migration was done with minimal impact. All activities were well defined and done in time.
Training Types Used
  • Online Training
  • In-Person Training
  • No Training
In-Person Training
10
The training for the administrators was perfect in term of timing and completeness.
Online Training
10
The online training was clear and effective.
Ease of Avaya UCaaS Training
For the end users, we provided no specific training, only a simple brochure for the first steps to start with the solution.
Product Configurability
9
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.
Configuration Lessons
No specific recommendations, it depends on company needs.
UI Customization
No - we have not done any customization to the interface
Extensibility and Customization
No - we have not done any custom code
Additional Customization Considerations
No
Premium Support
No, the classical support is enough for our organization, we don't need more, we are supported everytime we need it.
Bug Resolution
No
Exceptional Examples of Avaya UCaaS Support
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.
Usability
9
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.
Easy Tasks
  • Call management in general
  • Inbox queue
  • Modification of the settings
Difficult Tasks
  • None
Mobile Interface Availability and Impressions
Yes
The mobile interface is very user friendly, it integrates easily with other devices like cars via Bluetooth.
Scalability
10
Scalability was less important for our organization as our needs are quite stable.
Reliability and Availability
10
We never had any availability issues during the lasted months/years.
Performance
10
We have not been faced to any performance issue.
Systems Integrated With
  • Teams
The integration with Teams is very easy to achieve.
Future Integration Plans
  • None
Types of Integration
Teams
Ease of Integration
10
Integration Lessons Learned
No specific advice.
Pre-Sale Experience
9
The sales process was fine, we received all the needed details, we had the needed demonstrations and we were able to test the solution.
Post-Sale Experience
10
The vendor was always available to help for any request.
Key Negotiation Points
A bundle of minutes at the level of the company.
Dealing with Avaya
No.
Upgrade Process
No
Upgrade Benefits
  • N/A
Anticipated Benefits from Future Upgrades
  • N/A
Future Edition Upgrade Plans
No
Migrating Between Editions
No
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