Item: Avaya UCaaS
Rating: 9
Author: Samuel Gumbs

Overall Satisfaction with Avaya UCaaS

Use Cases and Deployment Scope

Instant communication with limitless possibilities. Instant messaging, video conferencing with rich collaboration built in to ensure users are allowed several means to share and collaborate within the company for both local and remote users. Avaya has leverage the cloud remove the restrictions that the traditional systems and struggling the cross over.

Pros and Cons

Pros

Instant messaging
Video conferencing
Remote users telephony
Integration with productivity tools

Cons

GUI for the app could be simpler
Hardware cost could be leveraged against least to own
More certified 3rd party apps for integration

Return on Investment

Finance team will prefer to have physical hardware that can be capitalized.

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?

I wasn't involved with the implementation phase

Would you buy Avaya UCaaS again?

Yes

Other Software Used

Act! CRM, Oracle Analytics Cloud, Apache OpenOffice

Likelihood to Recommend

Healthcare industry I can see Avaya UCaaS would be well suited. The automotive industry would definitely be will aligned for use of the system. The hospitality system is an amazing fit, the system fits perfectly for major CRM systems. Engaging customers and clients who are apart of a custom recognition program.

Avaya UCaaS Feature Ratings

Evaluating Avaya UCaaS and Competitors

Products Replaced

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

The most important factor that was taken into consideration in deciding to move forward with Avaya UCaaS was the ease of integration with other 3rd party systems. This is critical for our organization to ensure that we have a seemless transistion flow between the 3rd party system and the Avaya System,

Evaluation Lessons Learned

I would not make any changes to the process that was used.

Using Avaya UCaaS

Users and Roles

35 - Contact Center and Reservation mostly

Support Headcount Required

1 - We have one resource who has completed a few Avaya administration training and he is our first line of support.

Business Processes Supported

Contact Center
Messaging
Mobility

Innovative Uses

None

Future Planned Uses

Not certain

Likelihood to Renew

We have invested heavily in this infrastructure and it works so will not be looking to change anytime soon.

Avaya UCaaS Implementation

Implementation Rating

Once well planned with trained resources the implementation should be no issue.

Implementation Details / Implementation Partner

Don't know
Don't know

Change Management Lessons

Change management was a big part of the implementation and was well-handled

Implementation Issues

Migration of user profiles
SIP trunk Registration Issues

Avaya UCaaS Support

Avaya UCaaS Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support cares about my success Quick Initial Response	None

Using Avaya UCaaS

Usability

Not complication to use from my experience

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using	Requires technical support Lots to learn

Easy Tasks

Softphones
Basic Call handling functions

Difficult Tasks

Dialing rules
Trunk configuration
Routing

Comments

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