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Avaya UCaaS

Score8.6 out of 10

243 Reviews and Ratings

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What is Avaya UCaaS?

Avaya UCaaS is an all-in-one business communications platform. Avaya UCaaS aims to set employees up for success with unified internal communication, supporting voice, chat, email, video, file sharing, and task management. The software enables users to create collaboration in real-time using any device or system through one platform.

Categories & Use Cases

Avaya UCaaS Key Features

Learn about the best (and worst!) features Avaya UCaaS has to offer, as determined by TrustRadius' reviewers.
Based on 243 ratings of Avaya UCaaS's features
View all Avaya UCaaS features

Top Performing Features

  • Call park

    Ability to hold calls in virtual location and subsequently access from any phone in system

    Category average: 8.4

  • Call screening

    Ability to block numbers or send calls directly to voicemail

    Category average: 8.6

  • Calendar integration

    Scheduling capabilities integrate with users’ Calendars.

    Category average: 8.3

Areas for Improvement

  • Centralized communications management

    All voice, chat, and video features can be managed from one central platform.

    Category average: 8.4

  • Multi-level Interactive Voice Response (IVR)

    IVR is a phone menu allowing callers to interact with the system through voice and keypad

    Category average: 8.3

  • High quality video

    High quality video connection is consistently available, with few or no interruptions.

    Category average: 8.5

Avaya UCaaS Reviews

What users are saying about Avaya UCaaS.
View all Avaya UCaaS reviews

Avaya - Awesome Performance Analysis Tracking.

Incentivized
Verified User
Administrator in Finance and Accounting (51-200 employees employees)

Use Cases and Deployment Scope

We use Avaya to improve customer excellence by tracking the performance analysis dashboard. Avaya has allowed us to monitor the company's overall performance regarding the average hold time, inbound/outbound calls, average time spent on each call, volume of calls each day, and peak times/hours. It has also given us visibility into each staff member's level of performance.

Pros

  • Visibility
  • Measure Performance.
  • Tracking

Cons

  • Average hold time.
  • Staffing based on peak times/days.
  • Patient Accessibility.

Return on Investment

  • Due to visibility of the performance analysis tool, we can track in real time.
  • Ability to have more lines available during peak time.
  • Flexibility in the phone tree (not restricted—the sky is your limit with how you wish to set up the phone).

Alternatives Considered

Weave

Avaya UCaaS Must-Have Solution

Incentivized
Samuel GumbsView profile
Information Technology Audit Manager in Information Technology at Anse Chastanet Hotel and Spa (201-500 employees employees)

Use Cases and Deployment Scope

Instant communication with limitless possibilities. Instant messaging, video conferencing with rich collaboration built in to ensure users are allowed several means to share and collaborate within the company for both local and remote users. Avaya has leverage the cloud remove the restrictions that the traditional systems and struggling the cross over.

Pros

  • Instant messaging
  • Video conferencing
  • Remote users telephony
  • Integration with productivity tools

Cons

  • GUI for the app could be simpler
  • Hardware cost could be leveraged against least to own
  • More certified 3rd party apps for integration

Return on Investment

  • Finance team will prefer to have physical hardware that can be capitalized.

Other Software Used

Act! CRM, Oracle Analytics Cloud, Apache OpenOffice

Usability

Avaya UCaaS Review

Incentivized
Verified User
Engineer in Information Technology (501-1000 employees employees)

Use Cases and Deployment Scope

Avaya UCaaS is our primary phone system within the business, from the customer facing IVR down to individual and public space extensions - it also provides important analytics and highly customizable dashboards for the different support teams to monitor there overall SLA performance against there targets and other important call stats.

Pros

  • Call quality
  • Metrics
  • Ease of use
  • Simple admin dashboard
  • Responsive support team

Cons

  • Purchasing numbers
  • IVR options
  • Support speed

Return on Investment

  • Cheaper call transfer between dispersed teams
  • No physical line rental or on prem PBX
  • Auto provision of user accounts when linked to SSO

Alternatives Considered

8x8 Contact Center and Microsoft Teams

Other Software Used

Microsoft Teams, Microsoft Teams Rooms

Usability

Avaya UCaaS for Children's Aid Society of Algoma

Incentivized
Ahmad Touseef
Network Administrator in Information Technology at Children's Aid Society of Algoma (51-200 employees employees)

Use Cases and Deployment Scope

Children's Aid Society of Algoma in Canada uses Avaya UCaaS, which is RingCentral white labeled as Avaya UCaaS RingCentral VOIP on Desktops, Laptops, Surface Tablets, iPhones, Android Phones, Physical SIP phones at employee desks at their office. The biggest value for Avaya UCaaS for us is the ability to answer calls from multiple places (computers, physical phones, iOS or Android phones) and the ability to send text messages and receive text messages, which our staff need to see at one central place to copy and paste into their contact logs, as we are a health care workforce and have to maintain diligent contact logs, case logs in each client or patient contact history, be it their phone conversations, text messages. Another big value is complex call queues and complex scheduling abilities to enable different staff groups to be in different call queues and remove and add new staff to different groups as our goals change like moving targets within our business.

Pros

  • Complex Call Queues are much better than Teams' VOIP
  • Complex Call Handling Rules are much better than Teams' VOIP
  • No surprise costs, predictable billing, the most amount of features at the lowest cost
  • There are so many phone and text features in the phone app and the desktop app that are much better than Teams' VOIP
  • Integration with Teams on Desktop App
  • Call analytics and reporting BI are much, much better than Teams' VOIP

Cons

  • Integration of Avaya UCaaS App Phone/Text with iOS and Android Teams App is a must.
  • Integration of Avaya UCaaS App Workspace/Messaging/Files with iOS and Android Teams App is a must.
  • Data loss prevention policy DLP template enforcement on all data living in Avaya UCaaS Desktop and Phone App Workspace/Messaging/Files/ Phone/Text is a must, Teams VOIP has this!
  • End-staff-user-self-service training on Avaya UCaaS Phone App integration with Teams phone App and Avaya UCaaS Desktop App integration with Teams Desktop App is a must.
  • End-staff-user-self-service training on the Avaya UCaaS App and teaching problem-based situational examples is a must.

Return on Investment

  • $10,000 savings every year, in comparison to equal Teams VOIP

Alternatives Considered

Avaya IP Office

Other Software Used

Microsoft Teams, Microsoft 365 Business Premium, Azure Bot Service (Microsoft Bot Framework), Skype for Business, now part of Microsoft Teams, External User Manager for Microsoft Teams, Azure Application Gateway, Azure API Management, Azure AI Speech

Good for Businesses

Incentivized
kofi peprah
IT manager in Information Technology at Farsight (11-50 employees employees)

Use Cases and Deployment Scope

Answering calls, parking and transferring calls. We are a call centre that answers calls from all over the nation. We have thousands of customers calling in for updates on current procedures and advice on security. Avaya UCaaS serves as a way for us to effectively help and keep track of all the customers we engage with on a daily basis.

Pros

  • Parking Calls
  • Report building
  • Accessing Recorded calls
  • Desktop App usage

Cons

  • Audio quality sometimes suffers

Return on Investment

  • We have been able to deal with calls more effectively than our old system

Alternatives Considered

RingCentral Contact Center

Other Software Used

RingCentral Meetings, RingCentral Contact Center, RingCentral Events, Microsoft 365

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