A comeback for Avaya with Avaya OneCloud CCaaS
April 08, 2021
A comeback for Avaya with Avaya OneCloud CCaaS
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.
Avaya OneCloud CCaaS Feature Ratings
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.
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
| Pros | Cons |
|---|---|
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
| Pros | Cons |
|---|---|
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.