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 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 OneCloud UCaaS Software - 1

Avaya OneCloud UCaaS pricing

Avaya OneCloud UCaaS does not have a free version. Avaya OneCloud UCaaS paid version starts at N/A.

Pricing Details:
Contact Avaya for pricing details.
Free Version:
No
Free trial:
N/A

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Avaya OneCloud UCaaS Reviews

Feature rating

Value for Money
4
Functionality
4.5
Ease of Use
4
Customer Support
4
5 reviews of 63 View all reviews
Jose S.
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 05/06/2018

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

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 20/02/2021

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 OneCloud UCaaS

9.5/10 rating

Reasons for Switching to Avaya OneCloud UCaaS

Ot was a board members desicions
Kaitlynn G.
  • Industry: Banking
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 24/09/2021

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.

Absalon teixeira do J.
  • 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 17/01/2020

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.

Stephanie M.
  • Industry: Computer Hardware
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 22/08/2018

Making call center life easy

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.

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