Avaya pro and cons for mid to large enterprises
June 10, 2019

Avaya pro and cons for mid to large enterprises

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya OneCloud CCaaS

We use the Avaya Aura Call Center Elite for 75% of our inbound calls. We use it to funnel a lot of call types. It is being used in collaboration with CTI that our clients use. It permits us to handle a lot of different call categories and skills providing good flexibility.
  • Avaya delivers a strong platform, we rarely have any issue with the product.
  • They offer good support for software and hardware.
  • There is a good redundancy, who permit us to do maintenance while conserving a 24h service.
  • The configuration of the system could be improved with a better-looking GUI.
  • They should offer more software base modules, instead of having a server for each little module.
  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
We use both platforms, but for inbound we use mostly Avaya Aura Call Center Elite as it provides integrations with Cisco ICM. It is also stronger when you have more than 1000 skills and routing strategies. It requires less maintenance to keep stability.
I would recommend Avaya for a company that needs a stable environment up 24 hours/ 7 days a week. It is very stable. However, the configuration is more complex but gives you some flexibility.

Avaya OneCloud CCaaS Feature Ratings

Validate callers
5
Outbound response
4
Call forwarding
8
Click-to-call (CTC)
3
Warm transfer
8
Predictive dialing
5
Interactive voice response
Not Rated
REST APIs
7
Call scripts
7
Call tracking
6
Multichannel integration
7
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
7
Recording
7
Quality management
8
Call analytics
7
Historical reporting
8
Live reporting
8
Customer interaction analytics
7