Item: Avaya UCaaS
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Helps analyze performance of helpline specialists in call center, such as knowing how long they are on the phone, how many calls they take a day. Also helps us understand our own performance such as how many calls get lost in queue and where they are transferred.

Pros and Cons

Call log
Call mapping interface
East front facing interface

Create a voice survey option where responses can be documented and exported into a database
Improve customer service specialist knowledge

Return on Investment

Allowed us to perform better and get more seniors resources that they need
Allowed us to more effectively use our grant money

Unified Platform

We don’t have any more need for zoom or teams except when used by other companies or organizations.

Support Rating

The people are hard to understand and have arguably less knowledge about the program than someone who is a superuser for their office.

Integrations

It is easy to add meetings to Office but there are a lack of creative features in the app when doing so.

Key Insights

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?

Would you buy Avaya UCaaS again?

Yes

Other Software Used

Microsoft 365, Azure Active Directory Identity Protection, Azure SQL Edge

Likelihood to Recommend

Call centers where lots of calls come in per day are better suited for Cloud office. Small businesses or companies that don’t really make outgoing calls or receive a lot of incoming calls other than within the company would not really be suited for Avaya Cloud Office.

Avaya for a NonProfit

Overall Satisfaction with Avaya UCaaS