Avaya UCaaS

RATING:

4.4

(81)

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 mee...

Avaya UCaaS Pricing

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Avaya UCaaS Reviews

Overall Rating

4.4

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4

Value for money

4

Functionality

4.5

Most Helpful Reviews for Avaya UCaaS

1 - 5 of 80 Reviews

Bernard

Computer Software, 1 employee

Used more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

Reviewed January 2022

Excellent legacy platform for large businesses

Anonymous

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 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

Construction, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed September 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.

Reason for choosing Avaya UCaaS

There are many platforms like this on the market and we did a lot of research first and I believe this is the best. It isn't the cheapest or most expensive, so somewhere in the middle, but the software and the extensive list of things you can program it to do, will suit almost any business size and type.

Ihab

Education Management, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

1

EASE OF USE

2

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

1

Reviewed August 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.

Reason for choosing Avaya UCaaS

We choose Avaya IP Office but during the ordering cycle we received a promotion from Avaya to convert from IP Office to their new enterprise Aura system for free. we never expected that it is a completely different product. we considered that the Enterprise version would grant more features and scalability not the opposite.

Reasons for switching to Avaya UCaaS

3Com NBX went out of business and miscounted their products.

User Profile

Matthew

Verified reviewer

Financial Services, 11-50 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

3

FUNCTIONALITY

5

Reviewed April 2023

All-In-One Com Hub for Any Business Size

Beyond the occasional frustrating poor audio quality on phone calls, the overall system has been fantastic for company communications. Employees can forward calls to their cells if they work from home, meaning a call is never missed. The web meeting option helped us consolidate other services into Avaya and the instant messaging is a great time-saver between departments.

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.