Avaya UCaaS

Pros

The Avaya system is really two parts for us: a fully customizable phone and the content hub. The phone is decked out with a long caller ID list and includes options to change out ring back tones, caller tones, and voice mail recordings. The hub is packed with amazing options such as faxing from the computer, internal instant messaging, screen share, and web meeting access. With Avaya my company has been able to save costs by reducing third-party services for web meetings and screen sharing.

Cons

Call quality can really be hit or miss, which might be the program or it might be our internet connections. Poor quality comes in the form of audible clicks, pops, voice distortion, or ultimately dropped calls.

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

It was a prompt tool. It hardly ever failed and it was good for monitoring.

Cons

The ringing was very loud and nerve wracking.

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

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

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 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

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.

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

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 love the avaya is easy to use. I have had to use a wire for three different jobs now and it has been super easy to get accustomed to the new layout for each one. As opposed to other dialing systems that get very complicated to use.

Cons

There is not anything I do not like about avaya it works very well.

Pros

avaya is the best in this industry. every feature is there. pioneer of the industry. I think I've been using it for 15 years.

Cons

There is absolutely nothing negative about it. Wonderful. thanks.

Pros

I like that Avaya runs well and does not have many issues or crashes; Overall functionality is great.

I like the ease of use with initiating conference calls or a video calls.

With my line of work, we need a consistent and reliable communications program, and Avaya definitely has all that we are looking for.

Cons

Avaya call audio can sometimes be terrible, especially when used through a Virtual Private Network.

Connection to Avaya can be on the slow side taking 15-20 seconds to fully connect when the program is started.

Connection errors sometimes happen with Avaya and our extension numbers (though, to be fair, not sure if that is the program or the VPN.)

Another con I would have to say is the initial setup (putting in server address, port configuration, enter extension number, password, etc.,) it can be a daunting setup process if you have to start over.

Pros

We use the AVAYA phones in our company and have found them to be reliable and easy to use. The call waiting and conferencing features are great and with most of us working from home, we use the AVAYA one -X communicator software on laptops which mimics the desk phones.

Cons

The phones are very expensive and if one part is broken, you have to buy a completely new phone.
The AVAYA one-X software completely disrupts the audio on your computer. Many times I have had to log off in order to play a video or attend virtual meetings.

Pros

What I like the most was the easier way that I get used to it, it's very easy to understand and to get adapt.

I used to work with this feature, and, I used it on my daily tasks, it displays the phone number the customer is calling on screen of the Avaya. It is very efficient at call centers since you can hear clearly without any interruptions or any statics on the line.

Cons

It should have an easier way to transfer the calls sometimes it can get disconnected.

Pros

The software is an excellent tool to monitor the service performance of logged-in agents, it has several shortcuts that facilitate
the work of the supervisor at the time of service. The reports are detailed and easy to interpret.

Cons

Time to log in and start monitoring; Activation of support a little time, could be online

Pros

The software hardly had any downtime for the years I had to use it in a BPO, both brick and mortar and remotely. Customers were always crisp and all the auxes worked as intended.

Cons

I was not an administrator of this app so I was not affected by any quirks of it.

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

Coming from the telecommunications field this was a nice update for a convergence office. Lots of features and functionality, avaya does. Ot let you down

Cons

Can be a task to Install and use, you have to understand the back end of it, but once you have it up its great

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

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

Adequate phone system for what I need it for. Better than landline

Cons

Could have more features. Otherwise it's good

Pros

Works totally fine, our whole company is using this tool to call colleagues, have video calls and/or screen sharing.

Cons

installing the programme has been a little tricky but after you once had it is is relatively easy to use. Coukld need a fresher design though

Pros

Avaya Aura Platform is an advanced unified communication and all comes together. The phones and hardware, in general, shows great compatibility.

Cons

The customer support could be better, also the documentation and tutorials are not easy to find online.

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

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.

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

Reasons for Choosing Avaya UCaaS

Reasons for Switching to Avaya UCaaS

Pros

It is a robust and reliable product, if there are not many changes in the system, hardly any problem occurs due to the instability of any component.

Cons

When you have to make a change, add a feature, or add an integration, the work becomes hard. The user interface is not very friendly, there are no softphone clients that work with Linux.

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.

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

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

The product is powerful for larger contact center environments, it can handle capacity with ease.

Cons

The upgrade process is cumbersome, the setup just feels like it is constantly being added to instead of a fresh approach and a new platform and the ability to trial features just does not feel fluid, a complete upgrade is sometimes required just to see if the product fits.

Pros

We use Avaya Aura with the Breeze platform. The Breeze platform ( with Engagement Designer) is a great add-on and provides us strong integration from our ancillary products into Aura. You can track calls as they progress through a call-flow, maintain call control of inactive calls (if customer hangs up you can keep the agent on and call the customer back), and integrate with databases and APIs. Very powerful and with a great visual GUI.

Cons

It takes a lot of time and can be a bit complex to connect to the required resources (media servers, voice servers, Aura, DB servers). Avaya support is also a sore spot. It feels like they are inadequately staffed and it takes too long to get to the right people to fix our issues. Timely support is critical in a call center environment and this is where I feel Avaya doesn't get it right.

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

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.

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

There are tons of reporting and analytics that are available.

Cons

There is not a lot of training material available. You'll need to learn as you go.

Pros

Avaya is a solid platform that does the Job, it is easy to use

Cons

2 majors issues with this platform :
1) This platfom is becoming outdated
2) And It is a proprietary platform not open for connecting with devices from others manufacturers

Pros

There is no other platform that comes even close to the amount of features and readability of the Avaya aura platform.

Cons

For administrators it will take a little bit time to understand the platform and to master it . But in reality there are no cons to the platform.

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

Pros

The Avaya system in uniformly the most valuable tech I use. It allows for a seamless use of my computer to my phone system. It makes collaborating across digital devices easy.

Pros

This application is quite useful for automatic call distribution system that allows a magnificent call distributing services within an organization. I can even record a lot of calls through its recording features that allows me to record each and every call to have a better record or history of my work.

Cons

For me this application is a huge life savior because it enables me to track each and every call whether am using it inside my organization or even outside. Thus, for me there is nothing to worry about in this particular product.

Pros

It works well with Avaya equipment and is very customizable. This 'suite' has so many option for contact center use.

Cons

There is a bit of a learning curve but any IT admin worth their salt will make it their own in no time.

Pros

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

Cons

The lack of user friendly interface, contant disconnecting

Pros

I would have to say my favorite thing about Avaya would be how easy it is to use. The way the phones are set up is very user friendly and makes a simple everyday task even easier! I like the display screen that comes on the phone.

Cons

My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call. The phone will continue to ring until it has been picked up when I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.

Pros

Our company loves the functionality of this system and all of the options that it offers. It really is the best system we have used for reasons such as easy transfers and group calls. The conference system is really nice as well.

Cons

The price keeps going up which caused our company to have to switch to a different system. Our new system does not have half of the options and is not as user friendly.

Pros

DND: Do not disturb mode Will have your silent mode to focus on your job easier.

Cons

I do not see any negative features that I experienced so far.

Pros

The best side of this software is that it has a very easy use from the beginning. Even its setup is very easy and while daily usage it provides a precise interface with all options.

Cons

There might be some double run problems. While one Avaya.exe is running you can open another one bu mistake.

Pros

I love the quality it provided talking with my customers.

Cons

It does not have an easy transfer option