Communications Platform with a familiar face.
June 29, 2022

Communications Platform with a familiar face.

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

Overall Satisfaction with Avaya Cloud Office

We utilize Avaya Cloud Office as our primary communication platform. We have roughly 300 lines. 75 limited extensions (patient rooms and fax lines). We have 225 standard extensions that we utilize across our healthcare system at our Hospital and our 3 clinic locations. We needed a solution that could migrate us from 1980s technology to something more modern. We now have the ability to make video presentations and virtual meetings in the ACO platform, which we did not have before. We also are able to collect our resources into teams to work on projects in the ACO App. Many users have the app on their phones and thus are more readily available than ever before. Management is much more available to take on projects and tackle issues without having to be stationed at a desk. Problems can be resolved in minutes rather than playing the phone/email tag game for hours. Being able to e-fax from a mobile app or desktop app has helped alleviate fax congestion in some areas. We are looking to broaden this usage. It's great that we can receive text messages and send text messages to those that are on a mobile device right from our app.
  • Faxing from a mobile or desktop app.
  • Can utilize existing infrastructure.
  • Supports many hardware vendors for specific use cases.
  • Built in teams, text messaging, e-fax, communication breakthrough for us.
  • Some traditional phone functionality is missing. Ability to hit a star (*7) key code to pick up any phone in a group is not available.
  • The lack of (ring forever) option has been a challenge in routing calls.
  • The ROI has not been fully realized as user adoption has been slow.
  • We have went from 6 or 7 different bills to cover each need to now 2 bills for our communications. Super easy to manage costs that way.
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 e-fax has improved efficiency in many areas. The ability to text patients adds another dimension to our outreach initiatives.
We have not had a lot of experience with the customer support team as we have not had many opportunities that require their service, but the interactions have been positive and helpful.
We have not integrated ACO with any other platforms.

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We have a small rural healthcare facility, but we have a somewhat complex structure for communications and ACO was able to meet our needs. This would be a great platform for a small facility, but from my experience it could scale relatively well. Being based on the ring central platform you get a best of breed communications tool that is used by numerous small to enterprise companies.