Avaya OneCloud Contact Center Software as a Service
April 20, 2021

Avaya OneCloud Contact Center Software as a Service

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya OneCloud CCaaS

We needed to accelerate the need for communication during COVID-19, and as organizations rush the deployment of cloud-based contact centers.
OneCloud CCaaS fit our organization's needs, and their support with the remote agents is able to be scaled quickly to meet our demand.
  • Scalable
  • Turn Key solution
  • Interface
Avaya is considered to be a unified communications market leader and have contact centers offerings within their own ecosystem. This makes it difficult to know whether Avaya has done enough to persuade organizations to jump ship if they already enjoy a reasonable engagement with others Avaya products.
The Avaya OneCloud CCaaS enables us as an organization to utilize some of its main features including automated self-service, browser-based desktop, voice and digital channels, and quality management, with live monitoring and coaching. These have improved our overall customer experience.
The fact that Avaya OneCloud CCaaS portfolio includes unified communications, team collaboration, and CPaaS means that the solutions have the scalability to expand Avaya OneCloud CCaaS deployment from private, public, and our organization hybrid cloud ecosystems. This has impacted our business in a big way.
The market of cloud-based contact centers is beginning to mature. There are now several capabilities that are just expected of any major contact center solution. This helps in solving issues surrounding real-time agent assist, skills-based routing, and conversational intelligence.

OneCloud CCaaS demonstrates that Avaya retains its status as a competitive contender in this market, meeting each of these requirements. This is very important to our organization when every other unified communications vendor now has some form of contact center offering.

Avaya OneCloud CCaaS Feature Ratings

Agent dashboard
6
Validate callers
7
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
5
Interactive voice response
8
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
8
CRM software integration
6
Inbound call routing
7
Omnichannel inbound routing
8
Recording
9
Quality management
8
Call analytics
6
Historical reporting
5
Live reporting
8
Customer surveys
8
Customer interaction analytics
8