A comeback for Avaya with Avaya OneCloud CCaaS
April 08, 2021

A comeback for Avaya with Avaya OneCloud CCaaS

Ujjwal Goel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya OneCloud CCaaS

Avaya OneCloud CCaaS recently emerged as a competition to Webex CC and Genesys. We during covid got a chance to test the setup and trust me it makes me feel that it could be a come back for Avaya back in the market. A simple neat solution for contact center is what Avaya OneCloud CCaaS is. The tabs are easy to use and it provides calls and chats functionality to an agent. We are using it as a test setup so we can plan to pitch this to our customers and hence deploy and support the same for them.
  • Browser based console and hence no app needed.
  • Web plugin based audio calls.
  • Voice to text transcriptions.
  • Screen recording.
  • Scalable cloud solution.
  • Bring in more options to the console like SAP integration through APIs.
  • Give whisper mode like feature for real-time audits on agent calls.
  • Use integrations and deployment on cloud like AWS, etc. too as Avaya OneCloud is not yet tested in heavy call volume environment.
  • Easy to implement.
  • Easy to use and hence can be easy to sell.
  • Avaya's reliability is still known to market and hence can give high returns if partnered with.
Avaya OneCloud CCaaS is easy to use and has a clean and simple dashboard unlike Webex where a central console is there where there are 1000 options and from there you go to the Webex CC console. Also Avaya's web-based console works very smoothly and is better than Cisco's Webex CC. It can be a good competitor for Cisco.
We are using it on test basis and so far we are liking it. Doing chat, email, social and calls from a simple platform like Avaya OneCloud CCaaS can make it the customer's choice and can pose a big competition for players like Cisco.
CPaaS gives control of the platform and hence gives power to the engineers to build solution for any case. It gives partners like BT, Orange, etc. more power to pitch this to customers.
Web based console makes it easy to use and hence removes the requirement of installing an app on agents desktop and hence avoids issues like flash, java related issues. Also the web based calling plugin makes it easier to use browser for calls. Also the voice to text transcriptions makes it a strong competitor to Webex CC who is also using real-time transcriptions.

Avaya OneCloud CCaaS Feature Ratings

Agent dashboard
10
Validate callers
7
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
5
Interactive voice response
10
REST APIs
7
Call scripts
8
Call tracking
9
Multichannel integration
7
CRM software integration
Not Rated
Inbound call routing
7
Omnichannel inbound routing
8
Recording
8
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
8
Customer surveys
8
Customer interaction analytics
8

Using Avaya OneCloud CCaaS

15 - Engineer for Implementation Services.
15 - Contact Center, Cloud
  • Test contact center lab.
  • Test cases for inbound outbound calls to agents.
  • Test Recording of contact center calls.
  • IVR Testing.
  • Another Cloud Based Contact Center which proved good.
  • Simple easy console.
  • Web based plugins for calls.
  • Suggest to customers.
  • Support the cloud based contact center.
  • Based on test results recommend Avaya Cloud too.
We are liking it so far. Testing if it can handle large volumes but so far the experience has been good.

Evaluating Avaya OneCloud CCaaS and Competitors

  • Price
  • Product Features
  • Product Usability
Price and also reputation of old Avaya robust and reliable phone systems.
I think Avaya has been a market player when Cisco was not strong and it knows how to deliver reliable product and hence we can rely on OneCloud CCaaS from Avaya.

Avaya OneCloud CCaaS Support

Not like Cisco TAC. They will have to work more and more on support. Also they should train partners to support Avaya OneCloud CCaaS.
ProsCons
Problems get solved
Kept well informed
Slow Resolution
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
Have not purchased it as we are using it for test use so as we can recommend this to customers.

Using Avaya OneCloud CCaaS

It is simple, easy to use and web based console. Also IVR functionality is also very good.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Recording.
  • Voice to text transcriptions.
  • Web based plugin for calls sometimes crashes.
  • IVR system should be improved more.
  • Voice to text transcriptions should be in more languages.