Independently owned business needs.
June 29, 2022

Independently owned business needs.

Jason Boyd | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Cloud Office

When I came into this position they were using an old Shoretel system that was on its last legs. We tested various VoIP systems and decided that Avaya was best to suit our needs. Our sales really enjoy the freedom of the mobile app and it has built in fax which is a huge time saver.
  • Convenience with plug and play.
  • Faxing and mobile app.
  • Easy admin panel.
  • Technical support is terrible.
  • Implementation.
  • Follow up support.
  • Standing by their promises.
  • Implementation and support needs work.
  • Responses from support is terrible.
  • They do not tell you that it is on the end user to buy accessories.
It suits our business needs but we do not utilize the conferencing.
This is an area they need to work on. I have went through 3 individuals and none of them replied to my concerns or issues.

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


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?


When it works, it works. However their technical team lacks in the field experience in assisting admins in trouble shooting. The mobile app works great for folks who cannot be at their desks constantly.

Evaluating Avaya Cloud Office and Competitors

Yes - We replaced an outdated Shoretel system.
  • Price
  • Product Features
  • Product Usability
We did some research and found that it was a better deal than most VoIP services.
I would like to have a better plan of action for implementation and a more knowledgeable team.

Using Avaya Cloud Office

100 - Sales, service, and administration.
  • Sales can really utilize the facetime style feature for customers who are out of state.
I would like to have better communication with the support teams and do not want to have to port to a new system.

Avaya Cloud Office Implementation

Not happy, it was a fiasco.
Change management was a major issue with the implementation
  • Getting the porting team to help when we were at our slow point.
  • Getting any assistance on issues regarding network.

Avaya Cloud Office Support

No escalation required
Slow Resolution
Poor followup
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
It wasn't offered that I was aware of but as much as we are paying we should expect top tier support.
Yes - No it wasn't.

Using Avaya Cloud Office

Like to use
Relatively simple
Easy to use
Well integrated
Quick to learn
Feel confident using
Requires technical support
Lots to learn
  • Transferring calls.
  • Setting up call groups.
  • Mobile app.
  • Changing over users' voicemail.
  • Too many apps on the store that look similar and can be downloaded on accident.
  • No way to lock down users to prevent them messing with settings on their individual phones.
Yes - Yes and it has been a lifesaver for our sales team.