Avaya, Good CCaaS. But not there yet !!
June 24, 2021

Avaya, Good CCaaS. But not there yet !!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya OneCloud CCaaS

The Avaya One X's simplicity appeals to me. It was extremely simple to use, and I learned in less than an hour. I never had a problem while using this program. This came in handy when my company's office closed and we had to switch to remote working. My team was able to install it in a single day and without missing a beat.
  • Easy interface.
  • Quick to learn.
  • Faster administration.
  • Reporting.
  • Integration with third party.
  • Scalability.
  • Not very good live reporting.
  • Difficult integration.
  • Excellent interface.
  • Genesys Cloud CX (formerly Genesys Cloud)
I have used Genesys Cloud and that is the software currently being used by the customer. Apart from interface and OEMS,I don't see any advantages of Avaya to Genesys Cloud. Also, with Avaya, there have been difficulties where the calls could not be forwarded. There is also this issue sharing of the file is not really straightforward.

Do you think Avaya OneCloud CCaaS delivers good value for the price?

Yes

Are you happy with Avaya OneCloud CCaaS's feature set?

Yes

Did Avaya OneCloud CCaaS live up to sales and marketing promises?

No

Did implementation of Avaya OneCloud CCaaS go as expected?

No

Would you buy Avaya OneCloud CCaaS again?

No

Avaya supports gateways, servers, and survivability features with a 99% success rate. It provides alternative communication channels in an emergency to ensure the best possible survivability. It can also perform processor functions on occasion. It has a solid telephony foundation and is extremely dependable. Because it is an open platform, we can deploy it as an IP PBX or feature server that can communicate with sip-only devices. Support cost is really high.

Avaya OneCloud CCaaS Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
7
Interactive voice response
9
REST APIs
7
Call scripts
6
Call tracking
9
Multichannel integration
8
CRM software integration
6
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
10
Call analytics
7
Historical reporting
7
Live reporting
7
Customer surveys
8
Customer interaction analytics
8