Overall Satisfaction with Avaya UCaaS
Avaya Cloud Office is used by all the organization with a focus on our Service Desk. The telephony is very important for us as it must be always available when working in the office or outside of the office. This is the main communication channel with our customers and it is important that we don't miss communications.
- Quality of the calls is very good in all the situations
- The support of Avaya Cloud Office during the onboarding is perfect
- The setup of the different features is very simple
- The integration with some Microsoft tools could be improved
- Cost is simple and in OPEX model
- Easy to add users with same cost structure
- No investement required
The solution allowed us to fulfill all our internal communications needs: calling, messaging and online meetings. The main reason why we have chosen Avaya is the calling capabilities.
We are not using integration with other tools.
We compare with Destiny but the integration of Avaya Cloud Office with Teams was much better.
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
Avaya UCaaS Feature Ratings
Evaluating Avaya UCaaS and Competitors
Yes - It replaced a Cisco based on premise telephony solution integrated with Microsoft Lync.
- Cloud Solutions
- Scalability
- Ease of Use
The most important factor was the ease of use but also the availability of the solution. We wanted to have a solution that it is always available for our employees wherever they are, in the office or outside of the office.
I would not change it.
Using Avaya UCaaS
60 - All the functions in the company: back-office, sales people, Service Desk, engineers, ...
2 - As the solution is easy to use and to maintain, it doesn't require very experienced people. The solution is maintained by Level 2 engineers.
- Telephony everywhere
- Online meetings
- Messaging
- Service Desk call distribution
Avaya UCaaS Implementation
- Implemented in-house
Yes - We did first a pilote with a few users in the IT department and proceed with the full rollout in a second phase.
Change management was minimal
- Some countries were not authorized to be called
- Call flows needed to be fine tuned
Avaya UCaaS Training
- Online Training
- In-Person Training
- No Training
For the end users, we provided no specific training, only a simple brochure for the first steps to start with the solution.
Configuring Avaya UCaaS
No specific recommendations, it depends on company needs.
No - we have not done any customization to the interface
No - we have not done any custom code
Avaya UCaaS Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No, the classical support is enough for our organization, we don't need more, we are supported everytime we need it.
No, the support is always very good, we have not a single example for which it was exceptional. We can only say that the support is superior compare with other suppliers.
Using Avaya UCaaS
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Familiar | None |
- Call management in general
- Inbox queue
- Modification of the settings
- None
Yes - The mobile interface is very user friendly, it integrates easily with other devices like cars via Bluetooth.
Avaya UCaaS Reliability
Integrating Avaya UCaaS
- Teams
The integration with Teams is very easy to achieve.
Teams
No specific advice.
Relationship with Avaya
A bundle of minutes at the level of the company.