About Avaya UCaaS

Avaya UCaaS (formerly Avaya Aura Contact Center) is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized interactions to regular callers using advanced outreach algorithms and workflow. The algorithms help agents use inbound and outreach capabilities to sell, cross-sell and upsell products to callers. It also helps agents gather payments, schedule service appointments and offer promotions and discounts. Avaya UCaaS provides a performance management module that captures, analyzes and stores customer interactions to highlight areas of improvement. It also provides automated coaching, scorecard assessments, customer feedback and voice analytics. The module helps users meet compliance objectives with regulatory mandates such as PCI, GDPR and MiFID. The platform helps users identify patterns to drive customer-first practices, performance and operational efficiencies. Other features include AI-driven agent guidance and assisted services. Support is provided via online ticket, forum and phone.
Avaya UCaaS Software - 1

Avaya UCaaS pricing

Avaya UCaaS does not have a free version.

Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No

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Avaya UCaaS Reviews

Feature rating

Value for Money
4.2
Functionality
4.4
Ease of Use
4.2
Customer Support
4.1
5 reviews of 73 View all reviews
Jose
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 5/6/2018

fairly easy to use, with varied options for managing incoming calls

better call management and increase of the SLA agreement service

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

Felicia
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

4
Reviewed on 17/7/2022

Performance in your work

Avaya OneCloud has made it easier for me to communicate with my work team and my potential clients since I can do it from anywhere and from any device, it allows me to make calls and send messages, conduct web conferences and online meetings.

Pros

Avaya OneCloud is an excellent tool for communication, it has excellent flexibility and accessibility, due to the covid pandemic, all companies have opted for remote work, since it allows communication from one to another, from different parts of the world. Avaya OneCloud is an excellent tool that is providing an exceptional experience to all customers as it allows business communications with a series of advanced tools in the cloud, which are designed to help all companies, to carry out excellent communication, with its clients and company personnel, has an excellent capacity for unified communication.

Cons

Due to the covid pandemic, I have been forced to use remote communication software to be able to carry out online meetings and videoconferences with my potential clients and all work personnel, I have been implementing Avaya OneCloud and so far I have not found something that may displease me, since this platform is quite innovative and has an excellent user interface.

Adolfo
  • Industry: Graphic Design
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 5/12/2022

Avaya is what you need to stay connected and successful

Pros

I have been using this product for quite a long time. I would say, it has demonstrated to be an extraordinary program. Simple to utilize and explore. You can have an extraordinary and powerful discussion with your clients. Entirely dependable and if the framework goes down it's back up almost instantly.

Cons

Only that sometimes, the system has gone down but it has always come back very quickly and have not lost any business or work due to it.

ABSALON TEIXEIRA DO
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
2

2
Reviewed on 17/1/2020

in queue management and attendants unknown tool with most failures

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

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.

Verified Reviewer
  • Industry: Telecommunications
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
0

5
Reviewed on 18/6/2020

I have use this for over 5 years

great for big, small, medium companies, you are able to see in which Aux your personnel is, so you can track their time on their calls or their non productive time, great!!

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

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