Avaya UCaaS Reviews

Pros

administration is simple, and allows you to quickly monitor the call queues, from the number of calls on hold to the time each call lasts.

Allows assigning each code of a user to a specified queue, which allows establishing different call lines according to the needs or service that you want to provide
allows you to create waiting options in which you can know why a user can not receive a call: feedback, bathroom, break, etc.

Cons

I have nothing negative with this product is quite easy to use and you have up to one meter in percentage of the service offered during the

Pros

If you work in the call center industry you know tie is everything, so its very easy that you are able to keep track of your time taken in each call, and you can get a calculator manually- you can save phone numbers in your directory and see missed calls, received calls and outbound calls, you have everything together.

You actually have an extension, so a customer can reach you back and/or a colleague can trasfer the call.

Cons

When I was in training I wish there were a training environment to practice at least 5 to 10 minutes since the first time that you use it you kind of get lost

Pros

Easy to use as long as the users are able to maintain a stable Internet connection.

Cons

I really don't have too many cons, I wish it kept a better log of disconnected calls. Sometimes I'm if Internet connection is lost the information would take an administrator to access the previous caller ID information. Not very helpful .

Pros

Since its implementation we had several problems, because the company commercial sells a product that can not deliver.
Its consultants are not sufficiently aware of the languages ​​used by Brazilian carriers which makes it very difficult to deploy and maintain the tool, which currently can only function due to the Asterisk redirection that receives all operators' trunks and delivers so that avaya can understand.
Not to mention the disconnects, which in the reports present information that is unreliable.
The tool has several native reports that analyzed have divergences of information between them, and we could not create a report without calling and payment of the service, which several times we requested did not receive what was agreed, beyond the support deadline. technical, which can reach 365 business days.

Cons

Since its implementation we had several problems, because the company commercial sells a product that can not deliver.
Its consultants are not sufficiently aware of the languages ​​used by Brazilian carriers which makes it very difficult to deploy and maintain the tool, which currently can only function due to the Asterisk redirection that receives all operators' trunks and delivers so that avaya can understand.
Not to mention the disconnects, which in the reports present information that is unreliable.
The tool has several native reports that analyzed have divergences of information between them, and we could not create a report without calling and payment of the service, which several times we requested did not receive what was agreed, beyond the support deadline. technical, which can reach 365 business days.

Pros

The multiple line feature makes transferring our conferencing calls seamless. I also love the ability for shortcuts such as speed dials, contacts, and quick access to all calls for the day.

Cons

The dropped connection at night time gets a little irky. Sometimes the calls drop completely or won’t transfer/conference over.

Pros

Great product when it works. Great if you need a call center style VoIP Solution

Cons

Updates constantly cause issues with connectivity and support is slow to resolve issues.

Alternatives Considered

Reasons for Choosing Avaya UCaaS

Switched From

Reasons for Switching to Avaya UCaaS

Pros

I use Avaya every day in the daily tasks of my work. It allows me to be communicated without interruptions. The device I use is very efficient, easy to use. It is definitely an indispensable tool if you want to have a communicative contact without failures.

Cons

I have been using Avaya for more than 3 years in my daily tasks at work and there is really nothing that I do not like or that I should improve. It is a super durable tool and too efficient.

Pros

The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries. I personally enjoy the ability to have more than two lines.

Cons

I haven't found the ability to place someone on hold and putting the phone back into the retriever without it hanging up on the line. You have the option to press mute but the line will disconnect if you forget and put the headset back into the retriever.

Pros

We like the voice features of the phone system.

Cons

There is nothing that I can think of as the phone system works well for us.

Pros

Avaya is reliable, intelligent and is the best solution for a call center. The products are high quality performance and the software makes the customer experience the best.

Cons

I’ve never had a problem at work with my avaya phone or software.

Pros

I liked the tracking of my daily calls and the transfer service, I like how I could see my progress from day to day, if I met my call goals, my length of time on the calls, it was a good monitoring system and I like how easy the software was to setup with my headset. I also like how it let me see how many calls were in the queue for the software we used

Cons

Troubleshooting the software was my biggest pet peeve sometimes, some days I would log in and think everything is fine with the system but you’ll have those rare instances where it won’t work or it’ll automatically change the audio or headset settings to a default setting and sometimes you’d have to catch it, it doesn’t happen often but it will occasionally happen and it messes with your workflow on calls when they can’t hear you properly or if they feel you’re talking too low

Pros

I have been using this product for the last 5 years with this company. It has its good and bad days. Mostly good. The calls come through very clear and it’s very easy to see who is calling with the caller Id method. When there is an issue it’s fixed fairly quickly so your not without a phone for a long period of time.

Cons

What I least like about this software is that some days it just doesn’t want to work completely. You may not be able to end calls after speaking with someone or the calls will be staticky where you have to hang up and call back.

Pros

its super easy to use and install , works good with almost no issues to report or downtime

Cons

Avaya aura works good and is very user friendly,

Pros

The Aura platform is very customizable, if you can think it up, you can configure it to do what you need.

Cons

It does take some time to get the hang of. Once you learn your basic commands, it's easy to expand deeper and quicker into the Avaya world.

Pros

The functionality of this program is great its easy to use and set up

Cons

it could use a little more visual aspect. but works great

Pros

We like the capability of using it on multiple stations , the reports and the fact that it is easy to use and reliable.

Cons

We dont like that it is a bit expensive, but is all depending on where you are going to use it and where.

Pros

The fact that I could redirect the calls to my mobile phone

Cons

The lack of user friendly interface, contant disconnecting

Pros

Avaya is by far the most powerful solution for large enterprises that have more than 1000 employees and are not ready to go to the cloud

Cons

Aura is a relatively sophisticated solution that requires experts to design, build and operate - best left for resellers to manage

Pros

I love the quality it provided talking with my customers.

Cons

It does not have an easy transfer option

Pros

What I like most about Avaya is the ability to handle multiple calls. This is a very nice feature

Cons

Haven't really had an issue with Avaya yet. Two thumbs up.

Pros

The interface is clean and pared down. As an end user, I don't have to go hunting around for the functions I need. The things I need are clearly labelled and are intuitive. I learned it in 5 minutes.

Cons

While the interface is clean and pared down, it does look a little dated. Perhaps this is to keep the run time smooth, so that it doesn't eat up a lot of unnecessary RAM.

Pros

The Avaya aura platform is great for video conferencing when you aboslutely need the connection to work.

Cons

Sometimes it's difficult to sync with third party cameras

Pros

Switched from Polycom due to frequent issues. Avaya is extremely smooth. Definitely a great solution.

Cons

Had a few problems during implementation, calls were getting dropped and we couldn't hear correctly, but after the implementation and highlighting this, they were quick to resolve.

Pros

It gives me the flexibility to do my job at home and on the go. Allows me to use my computer or smartphone for work calls with no difficult.

Cons

I don't have anything negative to say about Avaya. Just like any new software solution, it takes sometime to setup and adjust.

Pros

Use my work number straight from my cellphone and contact clients.
Great functionality

Cons

Glitchy mobile app sometimes.
Difficult to initially set up on certain devices.