Avaya UCaaS Review
Updated November 21, 2024

Avaya UCaaS Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya UCaaS

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
  • Cheaper call transfer between dispersed teams
  • No physical line rental or on prem PBX
  • Auto provision of user accounts when linked to SSO
Support has been hit or miss - easy queries like whitelisting numbers etc are dealt with more quickly however the more complicated the question the longer it takes in my opinion and I have had to chase for replies on multiple occasions I've found. Thankfully these types of tickets are not often,
I wasn't involved in the testing or selection process, only the implementation

Do you think Avaya UCaaS delivers good value for the price?

Not sure

Are you happy with Avaya UCaaS's feature set?

Yes

Did Avaya UCaaS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Avaya UCaaS go as expected?

Yes

Would you buy Avaya UCaaS again?

Yes

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

Avaya UCaaS Feature Ratings

7.7
Hosted PBX
8
Multi-level Interactive Voice Response (IVR)
8
Directory of employee names
7
6.7
Answering rules
6
Call recording
7
Call park
8
Call screening
6
Message alerts
6
Voicemail Transcription
7
7.5
Mobile app for iOS
7
Mobile app for Android
8
8.0
High quality audio
8
High quality video
8
Not Rated
Calendar integration
Not Rated
Meeting initiation
Not Rated
Record meetings / events
Not Rated
Screen Sharing ()
Not Rated
Online Events Collaboration ()
Not Rated
9.5
User authentication
9
Participant roles & permissions
10
8.5
Centralized communications management
8
Team messaging
Not Rated
Call and meeting analytics
9

Evaluating Avaya UCaaS and Competitors

Yes - Avaya IP office - it was old and unsupported
  • Cloud Solutions
  • Ease of Use
Ease of administration and it was available in all of our offices
More indepth look at the IVR offerings and have a better internal requirements list to share with venders.

We find the IVR a little lacking, but it does the job for now without paying for contact centre

Using Avaya UCaaS

400 - All areas of the business, heaviest users are support and sales
2 - Our two Systems Admins look after the phone system
  • Easy for Customers to contact support
  • Easy to dial out
  • Ease of admin
  • It's a phone system
  • We could use it as a backup meeting platform incase of issues with Teams?
Things change, business requirements change so when we come to renew we may explore other options, we might go all in on Teams or look at something different - we need something that allows us to increase and importantly decrease our licence count more flexably which Avaya / Ring Central don't allow.

Avaya UCaaS Implementation

Overall the setup and deployment went smooth, we had some internal hurdles to overcome for the IVR design though
  • Implemented in-house
Change management was minimal
  • Number porting
  • App deployment and training
  • IVR configuration

Avaya UCaaS Training

  • No Training
Yes, it's easy to pickup for an end user, admins can do work without training as well.

There support portal is abit light on documents but youtube is a good resource as it's just ring central under the hood

Configuring Avaya UCaaS

Seems just right, the IVR could be improved though
n/a
No - we have not done any customization to the interface
No - the product does not support adding custom code
n/a

Avaya UCaaS Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
The standard support has been fine and responsive, I don't think there was an option for anything else when we purchased
Support is generally very good and responsive now, I cna't think of anything exceptional.

Using Avaya UCaaS

It's fine, the app is ok maybe a little cluttered on the options on the left but generally ok.

ProsCons
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Admin portal
  • Dashboards
  • white listing numbers is a support task
Yes - as well as the desktop, it just works

Avaya UCaaS Reliability

It fits us well being in multiple geographic areas and we can purchase local numbers or do a BYOD SBC setup
Never had an outage
System is always snappy

Integrating Avaya UCaaS

No issues, just worked
  • Teams
Fairly straghtforward getting the dialer into teams
n/a
  • File import/export
  • Single Signon
None missed but to expand on the above we use SSO with Azure and call log and call recordings get backed up to SFTP
We've only done a teams integration that worked, the was more work on the teams side

Relationship with Avaya

Availablility was good along with help during intitial setup
It was 'account manager of the month' for quite a while but it has seemed to be consistant for the last 8 months now.
n/a I wasn't involved with that
n/a

Upgrading Avaya UCaaS

Yes - App updates happen alot, these are smooth when done through intune
  • new app update to keep on a supported version
  • no idea, no release notes are available on the client side

Comments

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