About Avaya OneCloud UCaaS

Avaya OneCloud UCaaS (formerly (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 OneCloud 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...


Read More

Supported Operating System(s):

Web browser (OS agnostic), Windows 10

64 Reviews of Avaya OneCloud UCaaS

Average User Ratings

Overall

4.42 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(40)

40

4 stars

(16)

16

3 stars

(6)

6

2 stars

(2)

2

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 64 results

June 2018

User Profile Picture

Jose from Ericsson

Verified Reviewer

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 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

February 2021

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

February 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.

Reasons for Choosing Avaya OneCloud UCaaS

Ot was a board members desicions

Reasons for Switching to Avaya OneCloud UCaaS

9.5/10 rating

January 2020

ABSALON TEIXEIRA DO from Central IT

Company Size: 10,000+ employees

Industry: Telecommunications

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

1.0

Value for money

1.0

Customer support

2.0

Functionality

1.0

January 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.

September 2021

Kaitlynn from PSCU

Company Size: 501-1,000 employees

Industry: Banking

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2021

Avaya is a great system for call centers

As somebody who has been working in call centers for over 10 years I absolutely love that I am with a company that uses avaya. It is so user friendly.

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.

April 2021

Adrian from Auto Trader

Company Size: 1,001-5,000 employees

Industry: Marketing and Advertising

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

2.0

Customer support

3.0

Functionality

4.0

April 2021

Powerful Contact Center solution but feels very dated

We used this product for years, it was a great solution initially however with cloud products now taking a front seat the solution feels left behind.

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.

Reasons for Choosing Avaya OneCloud UCaaS

The ability to integrate with our own business tools and at the time was one of the best in breed products, we could also leverage our existing Avaya infrastructure