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Avaya Cloud Office Moved Us Forward!
June 28, 2022

Avaya Cloud Office Moved Us Forward!

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

Overall Satisfaction with Avaya Cloud Office

We moved our entire phone system to Avaya Cloud Office about 2 years ago. It is used in all areas of the business including call centers, personal office spaces, warehouses, and remote work environments. We have deployed hard phones, softphones, and cell phone applications. This has enabled our phone users to switch to remote work as needed without a lengthy IT support process. We are also heavy users of queue routing which has drastically improved our flexibility to move users in and out of different support areas in minutes.
  • Quick setup of new users
  • Call routing through queues
  • UI/UX experience for users
  • Documentation of admin procedures are limited and outdated
  • Simplification of some of the Admin screens
  • Release management of application updates
  • ROI, when we moved to Avaya Cloud Office, was one of the top reasons for the switch. Our carrier rates were reduced even when considering the subscription costs.
  • Support was internalized and training was minimal allowing a broader support team and improved support SLAs. This cut support costs substantially.
We do not currently utilize the meetings/conferencing and collaboration tools in Avaya Cloud Office as our company is set up on another internal communication platform.
Support is one area that has been slightly hit and miss for us. While we have not needed to utilize it a lot when we do it does seem there are several people that have to be contacted to get to the correct answer. I believe this is because of the merging of RingCentral with Avaya Cloud Office. Some of the features are still run from the RingCentral side and the Avaya Cloud Office staff have to reach out and find a RingCentral expert. However, I will say this has been improving and more basic support questions are relatively quickly answered. It is only when we have more unique customization that things seem to stall out.
We are currently in the process of reviewing integration into Salesforce. It appears to be straightforward forward and we believe this will be an added benefit. The native integration with Salesforce was a driving factor for the purchase of Avaya Cloud Office.

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

Yes

Are you happy with Avaya UCaaS's feature set?

Yes

Did Avaya UCaaS live up to sales and marketing promises?

Yes

Did implementation of Avaya UCaaS go as expected?

Yes

Would you buy Avaya UCaaS again?

Yes

Any organization that makes ad hoc changes regularly to their phone system, onboards new users regularly, and has the need for routing that is simple to use should consider Avaya Cloud Office in their vendor selection process. It has made a nigh and day difference in the speed of support and changes management for our organization as well as offering a level of flexibility that we did not have previously.