Avaya OneCloud CCaaS: Everything in one platform!
June 24, 2021

Avaya OneCloud CCaaS: Everything in one platform!

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

Overall Satisfaction with Avaya OneCloud CCaaS

Avaya OneCloud CCaaS supports the organization where I work to keep a better count of the different metrics that are managed there, this in order to measure the different KPI's that we have, to be able to measure the productivity of the agents in a long time more [accurately]. It is a great data precision and measurement tool.
  • Cloud contact center solution.
  • Customer experience.
  • Practical knowledge for supervisors.
  • Interface.
  • Colors (not really necessary).
  • Support.
  • Analysis for management.
  • Reports in a more real time.
  • Greater production.
Slack is also a support tool to manage the day to day, however compared to Avaya OneCloud CCaaS, it is much less complete, since Avaya OneCloud CCaaS allows to do many more simultaneous and real-time management, in addition to an automation of the service that works through the voice this makes the experience more complete.
The fact that Avaya OneCloud CCaaS is a tool that allows you to manage the platform with voice, email and social networks, allows you to optimize communication processes in an incredible, fast and efficient way, since everything is within the same platform, practically with Avaya OneCloud CCaas no other platform is necessary.
The fact that responses can be created as solutions in the customer experience in Avaya OneCloud CCaaS, has an important and strong impact on the measurements of the company, since this process is important in the development of management, and the customer provides a totally different experience, since the management is more efficient and faster.

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?

Yes

Did implementation of Avaya OneCloud CCaaS go as expected?

Yes

Would you buy Avaya OneCloud CCaaS again?

Yes

It has a task editor that allows you to develop various procedures, such as the creation of workflows, the management of automatic responses, in addition to that from Avaya, you can define and assign the different jobs

All this makes Avaya OneCloud CCaaS an incredible tool for day-to-day management.

Avaya OneCloud CCaaS Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
9
REST APIs
Not Rated
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
9
Customer surveys
10
Customer interaction analytics
10