Avaya OneCloud CCaaS Review
May 02, 2021

Avaya OneCloud CCaaS Review

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

Overall Satisfaction with Avaya OneCloud CCaaS

It is good for all type[s] of contact center. Easy to setup and manage via browser. It has many components which provides different services like SMGR, CM, call routing, VRT and PRT table etc. It provides you screen recording feature, voice to text transcription, which is very helpful in large events or demos.
  • Screen Recording Feature.
  • Voice to text transcription.
  • Easily Manageable.
  • Easy to setup.
  • Application should be responsive in browser.
  • Can access many features in single application.
It makes everything simpler for the user.
Due to this user saves time and increase his productivity.
Well suited for contact center. Really helpful in pandemic where user[s] are working from their home and can easily connect with each other.

Avaya OneCloud CCaaS Feature Ratings

Agent dashboard
7
Validate callers
10
Outbound response
7
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
8
Predictive dialing
10
Interactive voice response
8
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
7
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
10
Historical reporting
7
Live reporting
8
Customer surveys
10
Customer interaction analytics
10