Implementing CPaaS into our Business and IVR was a necessity and helped improve our scope in what we could offer from an IVR and customer service experience standpoint. The documentation was fantastic and the implementation was easy. The dashboard from the product Zang is extremely useful and the fact that other applications can be embedded in to CPaaS opens up plenty more automation opportunities. Had the pleasure of working with Anton from the Avaya team and he is super helpful, professional and made our journey to CPaaS extremely easy.
Pros
IVR
Text to speech
API Support
Cons
Default sound to play when waiting on the gather element, built into the XML.
Php SDK needs some bug fixes, specially on the XSD reliance, as the XSD is evolving and should be referenced on the cloud.
Likelihood to Recommend
[Avaya OneCloud CPaaS is] well suited for building out an IVR From scratch. Well suited to send out automated texts. Not well suited for creating a call queue.
We use the Avaya [OneCloud] CPaaS [(formerly Zang Cloud)] for a multitude of applications, primarily sending notifications to our customers using Voice and SMS for emergency and non-emergency purposes, along with front ending IVR in the cloud to help with self-serving customers before any calls make it to our staff. Having the scaling cloud infrastructure allows for these use cases in parallel even during higher load times.
Pros
Allows enabling multi-channel experiences in a single app.
Has the best collection of advanced features (i.e. Voice Input) for the best price.
Can quickly and easily prototype new use cases.
Cons
By adding the ability to add sub-users to an account.
By adding the ability to redact certain aspects of the logs.
Likelihood to Recommend
The Avaya [One Cloud CPaaS (formerly Zang Cloud)] of course is very well suited for any business purpose where the automated sending or handing of SMS and voice conversations, but specifically being able to use the embedded "Voice Input" functionality allows you to combine Avaya CPaaS with Natural Language and AI with these multi channel inputs which brings the customer experience to another level!
CTIntegrations used the Avaya CPaaS capabilities to create an SMS connector for our software, CT Suite. We also created a caller application that allows an inbound call to retrieve information from a database and provides real-time queue information from the company's Avaya Elite call center. This application allows the caller to hear information about their account, the number of calls pending ahead of them in the Elite skills-based routing and then provides an option to convert the voice telephone call into an agent-assisted SMS interaction, if the call originated from a mobile device. The capabilities of Avaya CPaaS in conjunction with our application CT Suite and Avaya Elite, solve a number of key business issues for our clients. First, providing an easy way to deliver a simple self-service application retrieving account data is provided. Then providing real-time queue information to the caller and allowing them to convert to a digital interaction for faster service unclogs voice queues and makes for happier customers.
Pros
SMS Connector
Likelihood to Recommend
Well suited for use cases involving self-service and SMS.
We use Avaya OneCloud CPaaS as a preferred provider of SMS services for our clients. Our clients have a need for actionable SMS messages and 2-way SMS chat services. This enables our clients to notify their customers and provide a way for these customers to respond to or click through other actions as indicated in the notification. Our clients run the gamut from mid-market businesses to large enterprises and use cases to address a broad range of needs across their organizations.
Pros
Provides a simple well-designed API for 2-way texting.
Enables us to manage multiple clients using a single account.
Enables us to bill our clients and monitor their usage easily.
Provides rapid setup of numbers and easy scripting of programmatic responses.
Cons
Native high quality speech-to-text and text-to-speech capabilities.
WebRTC voice, video.
WhatsApp connectivity.
Likelihood to Recommend
Avaya OneCloud is great if you want an easy-to-use service for SMS and voice with clean APIs, specifically in the North American market. The mobile number lookup capability is particularly attractive. Avaya OneCloud is less suitable for those looking for wide international coverage, fine-grained call or audio streaming control, and webRTC.
<p>Toolwire uses Avaya OneCloud CPaaS both internally and as a key ingredient in our world-class, SaaS learning experience platform (“Spaces Learning”). Internally, we use OneCloud for video conferencing, departmental collaboration, and remote engineering.</p>From a product perspective, our <b>Spaces Learning </b>platform combines asynchronous digital learning (Toolwire) with synchronous video conferencing and collaboration tools (Avaya OneCloud) to create a fully integrated, engaging virtual classroom. The cloud-based platform has been specifically built for upskilling and reskilling in SMB and Fortune 500 enterprises as well as virtual class delivery for middle schools, high schools, and higher education institutions.
<ul><li><b>My Courses –</b> learners access all their courses in one central hub and view a list of upcoming events.</li><li><span style="font-size: 15px;"><b>Course Stream –</b> each course card provides a live feed of announcements, files, learning posts, Q&A, and activity.</span></li><li><span style="font-size: 15px;"><b>My Learning –</b> learners track their progress in each course and navigate videos, AI-curated articles, quizzes, virtual labs, and group activities.</span></li><li><span style="font-size: 15px;"><b>Virtual Conferencing –</b> everyone collaborates via webcam, audio, screen sharing, and chat.</span></li></ul><p>Here is a link to a video demo of Spaces Learning: <a href="https://vimeo.com/531015905/f37c584bf0" rel="">https://vimeo.com/531015905/f37c584bf0</a>.</p>
Pros
Strong Security: Avaya builds some of the most secure platforms in the world. CPaaS is no exception.
High Audio/Video Quality: CPaaS provide high quality audio and video across multiple form factors (i.e., browser, mobile, PSTN, etc).
Natural Collaboration: the People panel, Chat, and slack-like Streams enable natural collaboration among remote workers and students.
Intuitive User Experience: navigation and UX/UI features are easy to use.
Powerful APIs: CPaaS supports third-party application integration via a suite of powerful APIs. Toolwire has pushed the envelope on seamless API integration.
Cons
Virtual Backgrounds: in the learning use case, virtual backgrounds are needed to keep students engaged in the virtual classroom.
Breakout Rooms: Toolwire built a featured called “Group Spaces” to support small groups in breakout rooms from the virtual classroom.
Whiteboarding: in the learning use case, integrated whiteboarding would be helpful for instructors.
Likelihood to Recommend
<p>Following are ideal use case scenarios for Avaya OneCloud CPaaS:</p><ul><li><b>Agent Onboarding in Contact Centers –</b> personalized digital transformation for contact center agents as part of a workforce management solution. Included in the Spaces Learning suite.</li><li><b>Reskilling and Upskilling in BPO Enterprises –</b> skills gap training and assessment for technical employees and salespeople. Included in the Spaces Learning suite.</li><li><b>Virtual Classroom in Higher Education –</b> integrated platform for educational content delivery, virtual lectures, small group projects, hands-on labs, and collaboration. Included in the Spaces Learning suite.</li><li><b>Remote Development Collaboration for Engineering Teams –</b> agile platform for remote coding and development, virtual scrum meetings, and real-time chat.
</li></ul>Following are use case scenarios where Avaya OneCloud CPaaS is less appropriate:<ul><li>Large Virtual Conference Events</li><li>Consumer Social Media Gatherings</li></ul>
