Avaya UCASS and CCAAS offerings are among the best in the industry.
December 15, 2022
Avaya UCASS and CCAAS offerings are among the best in the industry.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Avaya OneCloud UCaaS
I stood up a POC on Avaya's hosted Oceana and Breeze for our tech support team. We are looking to eventually add web chat with automatic Service Now ticket pop ups. I was impressed with the nice integration and reporting capabilities of the offering.
- Multi Modal Contact Center
- Knowledge base with AI functionality
- Nice integrations with other systems via API's
- Avaya has very strong contact center offerings and more contact with our salesperson would be helpful, so we can explore the latest offerings
- Although it's adequate a slightly more intuitive UI would be helpful
- More integrated reporting at the end-user level.
- During our POC we got a very positive response from our Help Desk personnel
- Our end-user community liked having the ability to start with a web chat and the ability to escalate to a call.
- Being that the project is on hold, it's hard to quantify ROI, however, the multimodal contact center functionality would provide for a better experience for our end-users.
Do you think Avaya UCaaS delivers good value for the price?
Yes
Are you happy with Avaya UCaaS's feature set?
Yes
Did Avaya UCaaS live up to sales and marketing promises?
Yes
Did implementation of Avaya UCaaS go as expected?
Yes
Would you buy Avaya UCaaS again?
Yes
In our proof of concept, Avaya OneCloud UCaaS came out as our top pick, based on seamless integration to our various systems, like Service Now and Smarsh.