Great UC solution, poor telephony solution
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
This is the main benefit of ACO for us. Our previous solution, Avaya IP Office was a better telephony solution, but messaging was very basic and video was done in a different app. Bringing it all together and improving the messaging side of things has been a definite benefit.
We don't use any major integrations. The Outlook and Chrome plugins are good though.
Do you think Avaya UCaaS delivers good value for the price?
Not sure
Are you happy with Avaya UCaaS's feature set?
No
Did Avaya UCaaS live up to sales and marketing promises?
No
Did implementation of Avaya UCaaS go as expected?
Yes
Would you buy Avaya UCaaS again?
No