Item: Avaya UCaaS
Rating: 10
Author: kofi peprah

Use Cases and Deployment Scope

Answering calls, parking and transferring calls. We are a call centre that answers calls from all over the nation. We have thousands of customers calling in for updates on current procedures and advice on security. Avaya UCaaS serves as a way for us to effectively help and keep track of all the customers we engage with on a daily basis.

Pros and Cons

Parking Calls
Report building
Accessing Recorded calls
Desktop App usage

Audio quality sometimes suffers

Return on Investment

We have been able to deal with calls more effectively than our old system

Unified Platform

Meetings have synched to our Microsoft calendars so people can see when we are available or not

Support Rating

Support have been very responsive. Their technical knowledge has really helped us when we needed to get something fixed. They we able to let us know why certain issues were happening and how to fix it. We had an issue with audio quality once, and they showed us that it could be related to poor signal strength in the area

Integrations

Synchronisation of calendars

Alternatives Considered

RingCentral Contact Center

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

Other Software Used

RingCentral Meetings, RingCentral Contact Center, RingCentral Events, Microsoft 365

Likelihood to Recommend

We had an incident with one of our customers in which they lost access to something. We had a recording of the correspondence between the operator and the customer. We have since used the correspondence as training for new staff who join out business as it was a very niche scenario

Good for Businesses

Overall Satisfaction with Avaya UCaaS