Avaya One Cloud CCaaS - Easy, simple Contact Center Solution
May 05, 2021

Avaya One Cloud CCaaS - Easy, simple Contact Center Solution

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya OneCloud CCaaS

It is being used as a tool for customer support in my organization. The tool is used for providing contact center services by the agents.
  • Easy console for call pickup and answer.
  • Call recording.
  • Reporting and analytics.
  • Call transfers - consulted.
  • Realtime customer information on the screen.
  • Team management from the dashboard.
  • It provides an amazing tool to manage the calls to the departments - both inbound and outbound.
  • IVR functionality provides us a way to turn on or odd the contact center on holidays and play IVR on work days.
  • Recording helps in auditing the calls.
We were using Cisco Finesse earlier but it was a lil bit more confusing as had a lot of features but the dashboard was not so well organized like Avaya OneCloud CCaaS.
It helps us a lot as now we can make calls using this, can arrange callbacks, record calls for auditing purpose, email customers.
We have not used CPaaS as a service as far as I know but we do use CCaaS for cloud based calling and IVR, etc.
We use it to attend internal calls to the finance and accounting department. This is getting used in other departments as well for answering calls, call transfers and recording the calls for auditing.

Avaya OneCloud CCaaS Feature Ratings

Agent dashboard
9
Validate callers
5
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
4
Interactive voice response
9
REST APIs
1
Call scripts
1
Call tracking
9
Multichannel integration
9
CRM software integration
9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
8
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
5
Customer interaction analytics
8