Avaya UCaaS

4.4
Overall rating
Reviews

4.4
Overall rating
Reviews

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

Alternatives to Avaya UCaaS

RingCentral Contact Center

RingCentral's leading cloud contact center offers skill-based routing, agent management, real-time insights, and more...

Avaya UCaaS Reviews

Feature rating

Value for Money
4.2
Functionality
4.4
Ease of Use
4.3
Customer Support
4.1
5 reviews of 81 View all reviews
Verified Reviewer
  • Industry: Internet
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 28/6/2018

Phone call at its finest

Pros

To navigate from one call to another at the ease of yiur fingertips is simply amazing and very easy to use.

Cons

Just cant live with out this invention while working as you can handle multiple calls all at once with this

Georgina
  • Industry: Construction
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 5/9/2019

A great system for any size business

Having a good phone system installed has really helped our business. We are able to connect our remote workers instantly with contractors and clients who otherwise, we would have to take messages for or redirect which more often then not results in messages being lost or delayed or the caller not bothering to call a second or third number to get to the person they want, we can connect them straight away. I would say this is the biggest benefit of having this kind of system and it's affordable as well.

Pros

It's really easy to use and you can program it from a computer to do all sorts of things! I really like the intercom function, which when you're busy and need to work hands free, it's a very useful tool to have in my role when speaking with colleagues about quick queries and you can easily switch to more private calling by simply picking up the receiver.
I like that you can input lots of different numbers, both internal and external which you can transfer calls to, so even if you want to transfer an external call to an external mobile number, it's simple to achieve.

Cons

There isn't much not to like about the phone system to be fair, however if I was really nit picking I would say there are a lot of buttons and options to get to messages on the answer phone if you've already listened to them once and don't for heaven sake lose the customer support number, as you'll spend hours on the internet doing detective work trying to find it! otherwise, it's very good and the customer support is great.

Ihab
  • Industry: Education Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Features
1
Ease of Use
2
Customer Support
1

1
Reviewed on 5/8/2020

Painful Implementation, Lacking basic features

This had been the worst experience we ever had, we are currently moving to a different IP telephony system.
we gained nothing from this setup, we actually lost a lot of money.

Pros

many basic features were missing, for example: Call waiting function is not there. Phone directory requires special programming of 3 buttons . i am comparing to all other competitors including Avaya IP Office.

Cons

Many Features were missing, using phones over VPN doesn't work as it should be, support is really weak and not many users are familiar with the product.

Verified Reviewer
  • Industry: Management Consulting
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
3

4
Reviewed on 20/2/2021

Remedies for Communication Platforms

It was merely 5 years journey working using Avaya it has it's days but then again it's a competitive market. Developer needs to buckle up.

Pros

I loves the intergrated Interface followed closely by the state of designs features however all this are just value added as the routing systems are often to be monitored and tailgates.

Cons

routing systems are often to be monitored and tailgates.
MId tier friendliness for 3md users.

Alternatives Considered

Oracle Aconex and Siebel CRM

Reasons for Choosing Avaya UCaaS

9.5/10 rating

Reasons for Switching to Avaya UCaaS

Ot was a board members desicions
Felicia
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.

Related categories