Avaya - Awesome Performance Analysis Tracking.
May 22, 2025

Avaya - Awesome Performance Analysis Tracking.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya UCaaS

We use Avaya to improve customer excellence by tracking the performance analysis dashboard. Avaya has allowed us to monitor the company's overall performance regarding the average hold time, inbound/outbound calls, average time spent on each call, volume of calls each day, and peak times/hours. It has also given us visibility into each staff member's level of performance.

Pros

  • Visibility
  • Measure Performance.
  • Tracking

Cons

  • Average hold time.
  • Staffing based on peak times/days.
  • Patient Accessibility.
  • Due to visibility of the performance analysis tool, we can track in real time.
  • Ability to have more lines available during peak time.
  • Flexibility in the phone tree (not restricted—the sky is your limit with how you wish to set up the phone).
I have never contacted support directly. However, my rep with Enterprise Systems is excellent. Since joining Avaya, all inquiries and/or concerns have always been resolved within a reasonable amount of time. If it's a less complex issue, it is resolved in real time. I receive a response within 30 minutes or less. When he is out of the office, he always has a backup.
  • Weave
We used Weave for less than two years. It didn't have any performance tracking capability, and it could not handle our call volume. Once the call volume reached a specific peak, incoming patient calls would automatically drop, which negatively impacted the organization. Thus, our decision to move forward with Avaya was solidified.

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

It has helped improve the way we perform business and how patients view our organization. The performance analysis tool and tracking have allowed us to better serve our patients.

Avaya UCaaS Feature Ratings

9.0
Hosted PBX
9
Multi-level Interactive Voice Response (IVR)
9
Directory of employee names
9
Not Rated
Answering rules
Not Rated
Call recording
Not Rated
Call park
Not Rated
Call screening
Not Rated
Message alerts
Not Rated
Business SMS/External Messaging
Not Rated
Online Fax
Not Rated
Voicemail Transcription
Not Rated
Not Rated
Mobile app for iOS
Not Rated
Mobile app for Android
Not Rated
Not Rated
High quality audio
Not Rated
High quality video
Not Rated
Not Rated
Calendar integration
Not Rated
Meeting initiation
Not Rated
Record meetings / events
Not Rated
Not Rated
Desktop sharing
Not Rated
Not Rated
Live chat
Not Rated
Not Rated
User authentication
Not Rated
Participant roles & permissions
Not Rated
Not Rated
Centralized communications management
Not Rated
Team messaging
Not Rated
Team document sharing
Not Rated
Call and meeting analytics
Not Rated

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