Avaya OneCloud CCaaS: Amazing Cloud, Amazing people.
July 19, 2021

Avaya OneCloud CCaaS: Amazing Cloud, Amazing people.

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

Overall Satisfaction with Avaya OneCloud CCaaS

Avaya is a wonderful platform that makes one department's life and call handling so much easier. It improves compliance and risk management, enhances the level of the customer service we provide, makes all the business processes that take place within our company smooth and easy, and most importantly, directly improves our business processes outcomes.
  • Amazing uptime with little to no interruptions.
  • Amazing support system.
  • Clear, easy and No-Code dependent customizable interface
  • Strong Staff service expertise.
  • Customizable statistics and analytic tools that can easily be managed.
  • Sometimes users report call quality issues, but that is very rare to happen.
  • No self service.
  • It increased our productivity
  • It made the call operations more simple
  • It helped us reach all our KPI's and our business plan has bloomed
Basically, Avaya looks and feels much simpler that 8x8. Its simple to use provides a vast majority of different solutions and integrations, easily top-tier VoIP on the market. It stands out by having so much within one single system, which allows or jobs to be performed with ease. Compared to 8x8 it has much fewer issues that need to be addressed, and it also provides better customer service.
It has increased the quality and speed of communications while being super customizable and easy to use. We have experienced significant improvements in the quality of our work and customer experiences and together with a very friendly and helpful service from Avaya's staff we have tackled any issue that came across our path.
It has tremendously helped the whole department that uses Avaya due to the easy nature of the service provided together with coming with so many built in features like the option to browse/create/edit lessons to onboard/uptrain people. Everything combines into one, Avaya truly does provide top-quality solutions for all our business needs.

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

Avaya CCaaS is well versatile and multi-practical tool used for App Market Integration, Carrier Services, Customer Service & Customer Support & WEM (Workforce Engagement Management). Mostly used in the department for Customer Service and Support it ensures that our calls go smoothly without interruptions while being super easy to use. I cannot think of any scenarios where the Avaya OneCloud isn't appropriate for use.

Avaya OneCloud CCaaS Feature Ratings

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