Avaya UCaaS - A great tool for collaboration!
May 30, 2024

Avaya UCaaS - A great tool for collaboration!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya UCaaS

Avaya UCaaS is mainly used for internal collaboration across the organization. Working on a Project that spans across 5 teams across 3 business verticals demands the requirement of a strong collaboration tool to ensure that the communication and messaging is streamlined. Avaya UCaaS is a great product that allows efficient collaboration specially for Ad-Hoc purposes. I am able to easily break down tasks into multiple streams and have separate and streamlined collaboration spaces for each one of them. This greatly increases prevents confusion which might have been caused by having all those collaboration at one space. Additionally, it is very easy to track communication and search for specific communication of file which makes everyone's life easy.

Pros

  • Instant creation of Ad-Hoc Collaboration groups helps a lot!
  • Interface is very easy to understand and use
  • Sharing screen and Files is very easy and is important for collaboration
  • Easy to search conversations and files

Cons

  • Limited documentation on usage. It's very difficult to self-troubleshoot
  • Support is very slow. Sometimes they take weeks to resolve an issue. However, issues are rare.
  • Don't see a major differentiator in Avaya UCaaS. It's more or less similar to what competitors offer (sometimes for a cheaper price!)
  • Streamlining collaboration has increased overall productivity and efficiency.
  • Documenting and tracking action items in Ad-Hoc Collaborations have improved time to delivery by atleast 5%
  • It's easy to add/remove collaborators and this helps in easy scaling of collaboration. Sharing chat history helps new members to get context quickly.
  • Overall usage analytics helps us ensure we don't spend too much time on meetings. This is important for individual contributors
Customer support is very average.Ticket Opening Process for Avaya UCaaS is simple and straightforward but once the ticket is opened, the average time taken by support tech team to reach out to the user is long. In most of the cases, there is no resolution and we are asked to wait. The support does not seem very proactive and in most of the cases, the solution is a software upgrade. It would be great if such issues are documented so that we can refer the document and self-troubleshoot
I Don't see any major difference between Avaya UCaaS and other similar products which includes webex, Microsoft Teams and Google Meet. All of them provide more or less similar functionalities and have all integration. However, Avaya UCaaS is more holistic when compared to others. Teams works great with microsoft documents. Google Meet works great with Google Docs. However, Avaya UCaaS integrates well with both of them and is also very cost efficient when compared to the other products.

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

Team members Across geographies: Avaya UCaaS is extremely well suited for teams which have employees sitting across multiple geographies across multiple timezones. Avaya UCaaS helps improve collaboration and knowledge transfer with features including video conferencing, screen sharing and messaging. It also shows local time of the person I'm collaborating with and this ensures we don't disturb them at wrong hours. Ad-Hoc Collaboration: There are multiple Ad-Hoc meetings that team members jump on every day. It becomes very difficult to document them and track action items. Avaya UCaaS helps create Ad-Hoc groups where files can be shared, action items can be documented and later tracked.

Avaya UCaaS Feature Ratings

9.7
Hosted PBX
9
Multi-level Interactive Voice Response (IVR)
10
Directory of employee names
10
7.8
Answering rules
9
Call recording
9
Call park
8
Call screening
8
Message alerts
6
Business SMS/External Messaging
6
Online Fax
7
Voicemail Transcription
9
10.0
Mobile app for iOS
10
Mobile app for Android
10
8.0
High quality audio
7
High quality video
9
10.0
Calendar integration
10
Meeting initiation
10
Record meetings / events
10
10.0
Desktop sharing
10
8.0
Live chat
8
10.0
User authentication
10
Participant roles & permissions
10
9.5
Centralized communications management
8
Team messaging
10
Team document sharing
10
Call and meeting analytics
10

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