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Avaya Cloud is OK
Updated February 29, 2024

Avaya Cloud is OK

Peter Day | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya UCaaS

We implemented Avaya Cloud Office last year after dropping Avaya IP Office. We implemented it in several of our offices globally but not all. The problem with some was price, all their capital expenditure was already finished and therefore it was more expensive to go VoIP than stay with PBX. We are probably 50% of our 20 offices.
  • Phone calls.
  • International inclusive calls.
  • Free handsets for basic use.
  • We have the renewal coming up and despite asking many times we do not yet have a quote
  • Saved 50% on the IP office.
  • as a result of Covid we discovered we need a DDI even less than before
Pretty much not used anything other than the mobile App, the VC is OK but not as good as others in the market.
We use a reseller. who also has comms issues when communicating with AVAYA
not at all

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

No

Are you happy with Avaya UCaaS's feature set?

Yes

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

It is best for UK-based people, would be better if we could source phones in other countries without them being delivered here for us to onward ship, which got very expensive with Athens.
Communication is difficult with Avaya.

Avaya UCaaS Feature Ratings

1.0
Multi-level Interactive Voice Response (IVR)
Not Rated
Directory of employee names
1
2.8
Answering rules
4
Call recording
3
Call park
Not Rated
Message alerts
Not Rated
Online Fax
1
Voicemail Transcription
3
9.0
Mobile app for iOS
9
Mobile app for Android
9
Not Rated
High quality audio
Not Rated
High quality video
Not Rated
Not Rated
Calendar integration
Not Rated
Meeting initiation
Not Rated
Record meetings / events
Not Rated
Not Rated
Desktop sharing
Not Rated
Not Rated
Live chat
Not Rated
Not Rated
User authentication
Not Rated
Participant roles & permissions
Not Rated
Not Rated
Centralized communications management
Not Rated
Team messaging
Not Rated
Team document sharing
Not Rated
Call and meeting analytics
Not Rated

Evaluating Avaya UCaaS and Competitors

Yes - Avaya IP office
  • Other
Avaya with drew support of Avaya IP office and at short notice we were forced to decide on something quick, didn't have time to review any other products
absolutely

Using Avaya UCaaS

250 - All sort's admin staff, brokers
outsourced
  • receiving calls
  • none
  • if it integrated with cloud 9
not through choice, we have waited 6 months to get a quote, we had no notification it was expiring

Avaya UCaaS Implementation

whilst not an implementor i am a service owner
  • Third-party professional services
Yes - UK first then other countries
Change management was minimal
  • the star type conference phone did not work for months

Avaya UCaaS Training

  • In-Person Training
whilst on site it was delivered by teams to the desks , not the fault of the trainer

Configuring Avaya UCaaS

but complicated
draw out a road map of how a call should route based on not answered and groups etc
No - we have not done any customization to the interface
No - we have not done any custom code
none

Avaya UCaaS Support

ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
outsourced
Yes - the address book is constantly processing on all phones, no solution or updates for weeks, then it started working again no RCA no fix will happen again
never

Using Avaya UCaaS

no intuitive enough difficult to find things
ProsCons
Technical support not required
Familiar
Do not like to use
Unnecessarily complex
Inconsistent
Slow to learn
Cumbersome
  • answering a call
  • transferring a call
Yes - same as the handset

Avaya UCaaS Reliability

generally never had an large outage other than internet not really Avaya fault

Integrating Avaya UCaaS

Relationship with Avaya

they are quick to reply, only held up if it has to go to Avaya
a monthly support contract
make sure roles are clearly defined

Upgrading Avaya UCaaS