Great UC solution, poor telephony solution
March 16, 2022

Great UC solution, poor telephony solution

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review

Overall Satisfaction with Avaya Cloud Office

We use it for incoming and outgoing calls, instant messaging, and video meetings. We didn't have a business problem for it to solve, we were happy with our Avaya on-premise solution, but as well as selling ACO we wanted to experience it for ourselves, to better sell and support it. We use instant messaging and video a lot more than we did previously, which has brought benefits to the business.
  • Instant messaging
  • Video meetings
  • Mobile app
  • Work From Home telephony solution
  • Calls to a queue, that ring your phone but are answered by a colleague, show as missed calls
  • DND presence is not shown on handset BLF keys
  • Call routing quite basic and restrictive compared to Avaya IP Office
  • More expensive than previous solution
  • Some cost benefits during COVID lockdown
  • Overall ROI neutral or slightly negative
Very mixed. Typical for a large organization like Avaya, some employees are better than others. It is also very bureaucratic.

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

Not sure

Are you happy with Avaya UCaaS's feature set?


Did Avaya UCaaS live up to sales and marketing promises?


Did implementation of Avaya UCaaS go as expected?


Would you buy Avaya UCaaS again?


Good for basic telephony needs, where video and messaging are also required. Where more complex routing is needed the solution is limited, and if Teams or equivalent are in use a lot of the benefits are duplicated elsewhere. Good for remote working.