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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 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 UCaaS pricing
Avaya UCaaS does not have a free version.
Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No
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Avaya UCaaS Reviews
Feature rating
5 reviews of 86
View all reviews
Matthew
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
4
Reviewed on 28/04/2023
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.
Crystal
- Industry: Insurance
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 26/09/2024
Let’s talk about Avaya
Avaya is like the little sister you never knew you needed. She’s a little annoying sometimes, but dependable when you need her most. Avaya is my go to for call connections.
Pros
The multiple line feature makes transferring our conferencing calls seamless. I also love the ability for shortcuts such as speed dials, contacts, and quick access to all calls for the day.
Cons
The dropped connection at night time gets a little irky. Sometimes the calls drop completely or won’t transfer/conference over.
Ajoke
- Industry: Transportation/Trucking/Railroad
- Company size: 201–500 Employees
- Used Daily for 1-5 months
-
Review Source
3
Reviewed on 29/11/2024
It was okay but could be better.
I did not like it that much, It was quite complicated to use.
Pros
It was a prompt tool. It hardly ever failed and it was good for monitoring.
Cons
The ringing was very loud and nerve wracking.
Shontel
- Industry: Retail
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 18/09/2024
Great product
It was better than the system we current use at a corporate call center . It also records stats like average handle time , hold time, and after all work. The settings made it very user friendly
Pros
Easy to use as long as the users are able to maintain a stable Internet connection.
Cons
I really don't have too many cons, I wish it kept a better log of disconnected calls. Sometimes I'm if Internet connection is lost the information would take an administrator to access the previous caller ID information. Not very helpful .
Jodi
- Industry: Accounting
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 06/06/2024
Our company is highly satisfied with Avaya UCaaS communications platform.
We are pleased with their phones and service and have used Avaya for over 8 years.
Pros
We like the voice features of the phone system.
Cons
There is nothing that I can think of as the phone system works well for us.
