Good system, but average support
January 06, 2022

Good system, but average support

Victorian Group | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Cloud Office

We only just started using Avaya and for the moment are only using it as a telephony product. We will look at using the other features in due course. We had a fixed PABX system which didn't work for us in working from home situation. We wanted to have a cloud-based system that worked the same way in the office and at home.
  • It's reasonably intuitive and easy to use
  • It has many features our PABX didn't have
  • The support for setting up the system and knowing how to use it is average to poor
  • Trouble shooting things that aren't working properly is difficult
  • Support for being a portal administrator is average to poor
  • There is a 1-2 second gap between when a call is received and you can hear the caller. No one seems to be able to explain why that occurs and whether it can be fixed.
  • It has resolved the issue of being able to use the same system in the office and at home
  • It has created a lot of administrative work for the administrator
Don't know yet, we have only just installed this.
Support is too remote and isn't proactive. It is entirely reactive.
We've had some minor benefits with connecting contacts in 365. I suspect there will be other beneficial connections to 365, but I haven't assessed those yet.
Don't know yet and no one has suggested how this might be helpful in a simple telephony situation.

Do you think Avaya UCaaS delivers good value for the price?

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Microsoft 365 (formerly Office 365)