Avaya

Avaya Cloud Office

Composite Score

8.3 /10

CX Score

8.5 /10

63 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 Champion

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.

85 Likeliness to Recommend

94 Plan to Renew

3
Since last award

82 Satisfaction of Cost Relative to Value

2
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 89%
Negotiation and Contract:: 87%
Conflict Resolution:: 91%
Strategy & Innovation:: 87%
Service Experience:: 92%

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.

+89 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

8% Neutral

90% Positive

Pros

Respectful
Client Friendly Policies
Trustworthy
Caring

Feature Ratings

Average 82

Call Recording

Skills Based Routing

Multi Channel Queue Management

Multi Channel Intake Integration

Contact Center Analytics

Call Scripting and Call Flow Management

Contact Center Compliance Management

Workforce Management

Screen Prompts

Knowledge Management

Ticket Management

Vendor Capability Ratings

Average 82

Usability and Intuitiveness

Quality of Features

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Ease of Data Integration

Ease of IT Administration

Ease of Customization

Breadth of Features

Ease of Implementation

Availability and Quality of Training

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Unified Communications as a Service

Score 7.9

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

Avaya Cloud Office Reviews

Jonathan M.

Role: Operations
Industry: Communications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2024

Fantastic product with many features

Likeliness to Recommend

10 /10

What differentiates Avaya Cloud Office from other similar products?

The Avaya Experience Platform stands out for its ultimate focus on customer engagement, offering integrated AI-driven insights, seamless multichannel support, and advanced analytics.

What is your favorite aspect of this product?

One of the standout aspects of the Avaya Experience Platform is its AI-driven capabilities, particularly in automating routine tasks and providing real-time insights.

What do you dislike most about this product?

Initial setup and integration can be complex, requiring significant time and resources.

What recommendations would you give to someone considering this product?

focus on understanding your needs, leverage AI features, and ensure good training for your team. Request a demo to see how it fits your call center.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

neha g.

Role: Operations
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2024

Avaya best for contact centre

Likeliness to Recommend

10 /10

What differentiates Avaya Cloud Office from other similar products?

Seamless interaction between voice videk messaging and social media

What is your favorite aspect of this product?

Omni channel support best

What do you dislike most about this product?

Integration is bit challenging without extensive technical resources

What recommendations would you give to someone considering this product?

Best one go ahead for it

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

Fernanda S.

Role: Finance
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

Likeliness to Recommend

9 /10

Pros

Trustworthy
Unique Features
Saves Time
Client Friendly Policies

Avaya Cloud Office

What is Avaya Cloud Office?

Company Details

Need Assistance?

Awards & Recognition

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

Avaya Cloud Office Ratings

85 Likeliness to Recommend

94 Plan to Renew

3 Since last award

82 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love Avaya Cloud Office?

Chart

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).

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

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.

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

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

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.

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.

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.

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 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.

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

Jonathan M.

Fantastic product with many features

Likeliness to Recommend

Pros

neha g.

Avaya best for contact centre

Likeliness to Recommend

Pros

Fernanda S.

Likeliness to Recommend

Pros

Most Popular Avaya Cloud Office Comparisons

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3
Since last award

2
Since last award

Feature Ratings

Call Recording

Skills Based Routing

Multi Channel Queue Management

Multi Channel Intake Integration

Contact Center Analytics

Call Scripting and Call Flow Management

Contact Center Compliance Management

Workforce Management

Screen Prompts

Knowledge Management

Ticket Management

Vendor Capability Ratings

Usability and Intuitiveness

Quality of Features

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Ease of Data Integration

Ease of IT Administration

Ease of Customization

Breadth of Features

Ease of Implementation

Availability and Quality of Training