Item: Avaya UCaaS
Rating: 10
Author: Patrick Tissot

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

Cost is simple and in OPEX model
Easy to add users with same cost structure
No investement required

Unified Platform

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.

Support Rating

10

The support of Avaya is really great, the time to react is very short and the quality of the answer is very high. We always receive a superior quality compare with other suppliers.

Integrations

We are not using integration with other tools.

Alternatives Considered

We compare with Destiny but the integration of Avaya Cloud Office with Teams was much better.

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?

Yes

Would you buy Avaya UCaaS again?

Yes

Other Software Used

Microsoft Teams, Webex App, Zoom

Likelihood to Recommend

Avaya Cloud Office is perfectly suited when used by employees working remotely. The reporting capabilities are very usefull and can be used to improve the quality of services to the customers. In my opinion, it is less suited when a lot of telephony integrations are needed and mainly with some analog based applications.

Products Replaced

Yes - It replaced a Cisco based on premise telephony solution integrated with Microsoft Lync.

Key Differentiators

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.

Evaluation Lessons Learned

I would not change it.

Users and Roles

60 - All the functions in the company: back-office, sales people, Service Desk, engineers, ...

Support Headcount Required

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.

Business Processes Supported

Telephony everywhere
Online meetings
Messaging

Innovative Uses

Service Desk call distribution

Future Planned Uses

None

Likelihood to Renew

10

The solution fulfill all our requirements for a acceptable price.

Implementation Rating

10

Thank to the help of Avaya implementation team, the migration was done with minimal impact. All activities were well defined and done in time.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

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 Lessons

Change management was minimal

Implementation Issues

Some countries were not authorized to be called
Call flows needed to be fine tuned

Training Types Used

Online Training
In-Person Training
No Training

In-Person Training

10

The training for the administrators was perfect in term of timing and completeness.

Online Training

10

The online training was clear and effective.

Ease of Avaya UCaaS Training

For the end users, we provided no specific training, only a simple brochure for the first steps to start with the solution.

Product Configurability

9

We are always able to configure the solution for our use cases. The configuration is quite easy to do and we are always supported in case we have questions about some specific settings. The configuration doesn't not require very high skills, it is clear and straightforward.

Configuration Lessons

No specific recommendations, it depends on company needs.

UI Customization

No - we have not done any customization to the interface

Extensibility and Customization

No - we have not done any custom code

Additional Customization Considerations

No

Avaya UCaaS Customer Support Pros and Cons

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

Premium Support

No, the classical support is enough for our organization, we don't need more, we are supported everytime we need it.

Bug Resolution

No

Exceptional Examples of Avaya UCaaS Support

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.

Usability

9

The solution is very easy to use, it doesn't require a lot of training. We have only provided a small document with the most features and we have received only a few requests to help.