Item: Avaya UCaaS
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Avaya UCaaS is our primary phone system within the business, from the customer facing IVR down to individual and public space extensions - it also provides important analytics for the support team to monitor performance.

Pros and Cons

Call quality
Metrics
Ease of use
Simple admin dashboard

Purchasing numbers
IVR options
Support speed

Return on Investment

Cheaper call transfer between dispersed teams
No physical line rental or on prem PBX
Auto provision of user accounts when linked to SSO

Unified Platform

We use this purely as a phone system - and while it is capable of messaging and video calls we use Teams for all of that as it is already established within the business - however we tested these features and they work well.

This is also cheaper than Teams PBX and more flexable.

Support Rating

Support has been hit or miss - easy queries like whitelisting numbers etc are dealt with more quickly however the more complicated the question the longer it takes in my opinion and I have had to chase for replies on multiple occasions I've found. Thankfully these types of tickets are not often,

Integrations

Only integration has been SSO with Azure AD and Zendesk for support agent calls

Key Insights

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

Alternatives Considered

8x8 Contact Center and Microsoft Teams

Likelihood to Recommend

If your based in a place where Avaya UCaaS are a tier one provider then you will have no problems, we have an office in a tier 3 area where we have to do BYOC (bring your own carrier) and it gets more complicated to setup but it is supported still.

Avaya UCaaS Review

Overall Satisfaction with Avaya UCaaS