Avaya

Avaya Cloud Office

Composite Score

7.9 /10

CX Score

8.1 /10

58 Reviews Write a Review

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What is Avaya Cloud Office?

Avaya Experience Platform makes it easy to connect everything—voice, video, chat, messaging, and more—to deliver effortless experiences for customers and employees at every touchpoint. And it brings together teams, resources, and insights to maximize contact center performance and experiences.

Company Details

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Awards & Recognition

Avaya Cloud Office won the following awards in the Contact Center as a Service - Enterprise category

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3 Top Rated Capabilities

4 Top Rated Features

2024

3 Top Rated Capabilities

3 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

3 Top Rated Capabilities

6 Top Rated Features

2022

Avaya Cloud Office Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Avaya Cloud Office.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

1
Since last award

93 Plan to Renew

2
Since last award

81 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+87 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Avaya Cloud Office?

2% Negative

10% Neutral

88% Positive

Pros

Respectful
Caring
Client Friendly Policies
Trustworthy

Feature Ratings

Average 81

Call Recording

Multi Channel Queue Management

Skills Based Routing

Multi Channel Intake Integration

Contact Center Analytics

Call Scripting and Call Flow Management

Contact Center Compliance Management

Screen Prompts

Workforce Management

Knowledge Management

Ticket Management

Vendor Capability Ratings

Average 81

Usability and Intuitiveness

Quality of Features

Vendor Support

Business Value Created

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Ease of Implementation

Availability and Quality of Training

Also Featured in...

Unified Communications as a Service

Score 7.9

View Avaya Cloud Office in this category (opens in a new tab)

Avaya Cloud Office Reviews

Marie T. Fahmy, PMP S.

Role: Finance
Industry: Finance
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2024

Great product but there is room for improvement

Likeliness to Recommend

10 /10

What differentiates Avaya Cloud Office from other similar products?

I would recommend it for companies with complex, multi-site operations looking to enhance their collaboration and customer service capabilities. It has a solid blend of VoIP, multi-channel communication, and contact center solutions, making it particularly strong for businesses with advanced customer service needs. While Cisco Webex provides strong video conferencing, collaboration tools, VoIP, enterprise security, integration with Cisco hardware solutions. Microsoft Teams excels in collaboration and productivity due to its tight integration with Microsoft 365 apps like Word, Excel, and Outlook.

What is your favorite aspect of this product?

Highly scalable, particularly in contact centers, from small businesses to large enterprises.

What do you dislike most about this product?

Avaya is a powerful and feature-rich platform, especially for large organizations with complex communication and contact center needs. However, its complexity, cost, and slower adaptation to cloud-based solutions can be deterrents for businesses seeking easier-to-manage, more affordable, and modern user experiences. Organizations looking for more agile, user-friendly, or cost-effective alternatives might find better options in other platforms like Microsoft Teams, Cisco Webex, or Zoom.

What recommendations would you give to someone considering this product?

Understand Your Communication and Contact Center Needs Evaluate Your Use Case: Avaya is best suited for businesses that need advanced communication features like VoIP, video conferencing, multi-channel support, and contact center management. If your organization relies heavily on these functions, Avaya could be a great fit. Size and Complexity: Avaya excels in large enterprises and businesses with complex operations, especially those with large-scale customer support or contact centers. For smaller companies, there may be more cost-effective and simpler solutions.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Aileen C.

Role: Industry Specific Role
Industry: Construction
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2024

Avaya Experience Cloud on Site!

Likeliness to Recommend

9 /10

What differentiates Avaya Cloud Office from other similar products?

Avaya has been a game-changer for MBuilds. It’s streamlined our communication process, making it easier to keep everyone in the loop. Clients appreciate the quick and efficient updates, and our team can coordinate more effectively, which keeps projects on track.

What is your favorite aspect of this product?

My favorite feature has to be the unified communication dashboard. It’s like our communication control center. We can see all incoming and outgoing calls, messages, and emails in one place.

What do you dislike most about this product?

We’ve had issues with the mobile app—it can be a bit buggy at times.

What recommendations would you give to someone considering this product?

Avaya Experience Cloud is definitely worth considering. It’s a powerful tool for keeping your team and clients connected.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

William M.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2024

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Reliable
Enables Productivity
Efficient Service

Avaya Cloud Office

What is Avaya Cloud Office?

Company Details

Need Assistance?

Awards & Recognition

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

Avaya Cloud Office Ratings

84 Likeliness to Recommend

1 Since last award

93 Plan to Renew

2 Since last award

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Avaya Cloud Office?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

Unified Communications as a Service

Avaya Cloud Office Reviews

Marie T. Fahmy, PMP S.

Great product but there is room for improvement

Likeliness to Recommend

Pros

Aileen C.

Avaya Experience Cloud on Site!

Likeliness to Recommend

Pros

William M.

Likeliness to Recommend

Pros

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Feature Ratings

Call Recording

Multi Channel Queue Management

Skills Based Routing

Multi Channel Intake Integration

Contact Center Analytics

Call Scripting and Call Flow Management

Contact Center Compliance Management

Screen Prompts

Workforce Management

Knowledge Management

Ticket Management

Vendor Capability Ratings

Usability and Intuitiveness

Quality of Features

Vendor Support

Business Value Created

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Ease of Implementation

Availability and Quality of Training