One Avaya, One Solution!
July 22, 2021

One Avaya, One Solution!

Julian Perez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya OneCloud CCaaS

Avaya OneCloud CCaaS has been a great tool to allow our organization to engage with our customers, it delivers our voice to provide live support and also provides us with advanced self-service automation and employee productivity tools. This allows our company to build a true call center on the cloud, just like cloud customer service.
  • Advanced self-service automation
  • Employee productivity tools
  • Call and screen recording
  • Bring lower prices
  • Offer more plan options
  • Spanish customer service
  • Return on Investment
  • Customer satisfaction
  • Employee satisfaction
Avaya OneCloud CCaaS stacks up against Microsoft Power BI providing a great integration to create more advanced and specific reports, it is a great feature when your organization already has its own way to analyze and create performance and areas to improve. I selected Avaya OneCloud CCaaS because it's one of the day-to-day tools for me.
Avaya OneCloud CCaaS has improved our organization’s communications in many ways, it has allowed our agents and representatives to improve their time and engage with customers in a faster and effective way, reducing their stress and therefore letting them work on other tasks to provide a better overall customer service experience.
The fact that Avaya OneCloud CCaaS natively integrates with other tools to quickly build personalized solutions for my customers has definitely changed the game in our organization, allowing us to quickly deliver satisfaction to the customers' needs, this flexibility it's sometimes a key factor to retain a customer or close a deal.

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?

I wasn't involved with the selection/purchase process

Did implementation of Avaya OneCloud CCaaS go as expected?

I wasn't involved with the implementation phase

Would you buy Avaya OneCloud CCaaS again?

Yes

Avaya OneCloud CCaaS it's a great tool in many aspects, but in terms of being a multidisciplinary solution, it simply rocks! You can handle the whole customer and employee engagement with a single tool, there are things that you can automate like the self-service, and there also some others that you can personalize like the productivity tools.

Avaya OneCloud CCaaS Feature Ratings

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