Cloud Call Center solution here!
July 08, 2021

Cloud Call Center solution here!

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

Overall Satisfaction with Avaya OneCloud CCaaS

Avaya OneCloud CCaaS is our main platform for communications. We use it to send company-wide, employee-focused collaboration. It is very useful for funneling helpdesk-related work. We also use it for our customer experience too and we find the AI to be very flexible. Our customers are happy, which is a big plus for the product.
  • Innovation
  • Overall Cost
  • Customer-first attitude
  • Setup was not too intuitive
  • Lack of social media integration
  • Slow at times
  • Not good turnaround time
  • Good programming for predictive calling
  • Many features for customization
Talkdesk to me feels a little basic and can use a better interface. Also, the live chat is much more developed with Avaya OneCloud CCaaS. With the options that Avaya OneCloud CCaaS has, I think that Avaya OneCloud CCaaS is the better solution, but both products do what they say they are going to do and both are good in their own right.
For the internal organization, there is the help desk that utilizes Avaya OneCloud CCaaS for filtering requests. I believe that is working out for them greatly. For our customers, our net promoter score shows improvement. That explains that Avaya OneCloud CCaaS is a good experience for our customers, but our surveys aren't catered too hard on the software itself.
The live chat options are sometimes a bit slow, but they get the job done. I like the auto response options in the live chat and haven't heard any bad feedback about them. The transcripting is also very useful when trying to isolate key words when doing any further analysis.

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

Main strength is the for the call center. There are many products out there that can get the job done with the funneling system, but I like Avaya OneCloud CCaaS because of the flexibility in options when setting that up. It is tough at first, but once you get the hang of it, there are many options.

Avaya OneCloud CCaaS Feature Ratings

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