TrustRadius Insights for Avaya UCaaS are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Ease of Use and Convenience: Users consistently praise the app for its intuitive interface, allowing seamless call queue handling, call management, and access to recorded calls. They find navigating different features simple and appreciate the straightforward setup process.
Quality Phone Calls: Many reviewers have emphasized the exceptional call quality in various scenarios, underscoring a positive experience with phone conversations. Additionally, users value the reliable company directory search function for efficient communication.
Abundance of Features: Customers express satisfaction with the platform's extensive feature set, billing transparency, and absence of unexpected charges. This comprehensive suite of tools enhances productivity and fosters a sense of trust in the service.
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.
Likelihood to Recommend
It has helped improve the way we perform business and how patients view our organization. The performance analysis tool and tracking have allowed us to better serve our patients.
VU
Verified User
Administrator in Finance and Accounting (51-200 employees)
Avaya UCaaS is mainly used for internal collaboration across the organization. Working on a Project that spans across 5 teams across 3 business verticals demands the requirement of a strong collaboration tool to ensure that the communication and messaging is streamlined. Avaya UCaaS is a great product that allows efficient collaboration specially for Ad-Hoc purposes. I am able to easily break down tasks into multiple streams and have separate and streamlined collaboration spaces for each one of them. This greatly increases prevents confusion which might have been caused by having all those collaboration at one space. Additionally, it is very easy to track communication and search for specific communication of file which makes everyone's life easy.
Pros
Instant creation of Ad-Hoc Collaboration groups helps a lot!
Interface is very easy to understand and use
Sharing screen and Files is very easy and is important for collaboration
Easy to search conversations and files
Cons
Limited documentation on usage. It's very difficult to self-troubleshoot
Support is very slow. Sometimes they take weeks to resolve an issue. However, issues are rare.
Don't see a major differentiator in Avaya UCaaS. It's more or less similar to what competitors offer (sometimes for a cheaper price!)
Likelihood to Recommend
Team members Across geographies: Avaya UCaaS is extremely well suited for teams which have employees sitting across multiple geographies across multiple timezones. Avaya UCaaS helps improve collaboration and knowledge transfer with features including video conferencing, screen sharing and messaging. It also shows local time of the person I'm collaborating with and this ensures we don't disturb them at wrong hours. Ad-Hoc Collaboration: There are multiple Ad-Hoc meetings that team members jump on every day. It becomes very difficult to document them and track action items. Avaya UCaaS helps create Ad-Hoc groups where files can be shared, action items can be documented and later tracked.
VU
Verified User
Project Manager in Product Management (5001-10,000 employees)
I use Avaya in our organization to get in touch with the US regulators. The phone helps me get important messages through its voicemail service. Very useful since I work from the Philippines and we have different time zones. It also helps me collaborate with my colleagues who are located across the globe.
Pros
Video calls also allow you to share files to your colleagues
Instant messaging and phone interface are easy to use.
It works on mobile phones saving you from long distance charges.
Cons
I wish that the settings options is easy to find.
The options for Signing in on the phone should just be one button and not with so many tick boxes.
Auto-save of credentials would be best as mandatory.
Likelihood to Recommend
When I needed to call the US, it is easy when dialing 1-800 numbers. It would be better if the dialing instructions for all countries are also accessible while using the tool. The settings is not automatically saved on your profile when you transfer or change your laptop of mobile device.
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
Likelihood to Recommend
Healthcare industry I can see Avaya UCaaS would be well suited. The automotive industry would definitely be will aligned for use of the system. The hospitality system is an amazing fit, the system fits perfectly for major CRM systems. Engaging customers and clients who are apart of a custom recognition program.
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
Likelihood to Recommend
We had an incident with one of our customers in which they lost access to something. We had a recording of the correspondence between the operator and the customer. We have since used the correspondence as training for new staff who join out business as it was a very niche scenario
We've replaced our entire telephony system with Avaya UCaaS, this has been a game changer for us, as moving to a cloud based service has mitigated numerous issues with on site telephony servers.
Pros
Administration of users
Call queue handling
Call management
Cons
Global address list
Likelihood to Recommend
Perfect for SMEs who want to keep their capital expenditure low for new systems.
VU
Verified User
Manager in Information Technology (11-50 employees)
All new users (From certain offices) will get an invite to Avaya UCaaS just in case the users need to be contacted internally (mainly). Problems are that certain users would rather use mobiles due to the convivence of whatsapp. I know Avaya UCaaS does have a chat system but not everyone outside the company use Avaya UCaaS.
Pros
Call Quality
Ease of use
Convenience of the app
Company Directory (Search function)
Cons
Not removing license automatically after disabling an account
Rarely had an issue it terms of service but the last time I had to raise a ticket with Avaya UCaaS about an issue it took weeks to get replies and the issue luckily solved itself
A lot going with the admin page (search function might help to locate features)
Likelihood to Recommend
Not suitable for people in all areas of the business but as an IT engineer I do like the ease of use and prefer it to other ways of contacting people (much prefer the desk phones to mobile) Transferring calls is seamless. But understand some people would rather text than call (not Avaya UCaaS's fault).
VU
Verified User
Engineer in Information Technology (201-500 employees)
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.
Likelihood to Recommend
Small businesses can do with Teams VOIP and will be fine. Large SMBs and large corporate businesses with complex call queues, complex call handling, changing staff from one team to another, and predictable billing needs, will always find leaving Teams VOIP to Avaya UCaaS as their biggest value in platform-migration-led savings pitch from your sales reps and account execs. Retaining existing customers depends a lot on the next generation of integrations you bring for the iOS and Android Phone Teams App with Avaya. If you could do away with the Avaya UCaaS App on Phones and Desktops and have the entire app as a plugin directly built on MS Teams - that would be a wise move, as end users NEED 1 UCaaS interface, and they do not care what is the backend. You can have end users using Teams all the time for SharePoint and OneDrive and Instant Messaging/Meetings, while Avaya UCaaS is living inside Teams App on Desktop and Teams App on iOS phones and Android phones to do all calls and text. I would ask Avaya's engineering team to de-prioritize the workspace and files and focus more time on how can Avaya completely live on Teams App on phones and desktops, laptops, and tablets.
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
Likelihood to Recommend
If your based in a place where Avaya UCaaS are a tier one provider then you will have no problems, we have an office in a tier 3 area where we have to do BYOC (bring your own carrier) and it gets more complicated to setup but it is supported and works well
VU
Verified User
Engineer in Information Technology (501-1000 employees)
