Avaya Cloud Software Reviews

Pros

This app has a user friendly interface and the call routing support is a definite plus.

Cons

The part I like least is that it offers limited customer context and doesn't pull in customer interaction history.

Pros

It works really well with MS Teams and the softphone has been a strong feature for us. Having everything hosted in the cloud is also a big plus because it makes switching between devices fairly convenient.

Cons

Getting this set up to record audio during video calls feels a little awkward in the beginning. Once the process is understood, it becomes manageable but training new employees to handle two separate applications can still be a hassle.

Pros

For the most part, it's been very reliable, offers solid record tracking and connects well with Salesforce and other apps.

Cons

Every now and then, the application times out and shows error messages that don't really match the actual issue. Thankfully, logging out and back in usually clears it up.

Pros

The phone and computer system was very easy to use and the call quality was clear when speaking with others.

Cons

At times, I ran into trouble logging in.

Pros

Because it's built on the AVAYA PBX platform, it includes many of this vendor's telephony capabilities and offers a strong range of phone related features.

Cons

It should be priced lower or at least allow more centralized management for certain functions.

Pros

Using this, we can place calls from our office number without relying on a physical desk phone. All we really need is a headset with a microphone which makes the setup very convenient.

Cons

Every now and then, dropped calls become frustrating. It's likely related to our network provider but it still ends up affecting our conversations at times.

Pros

Getting around the system feels very user friendly and it doesn't take much time to learn. The way the app and desktop phones connect smoothly with email is especially useful.

Cons

Parts of the integration process were a bit taxing and every now and then calls get dropped when I'm outside the building.

Pros

Switching from our previous phone system went pretty well overall. The app is organized nicely and includes all the features we need, including voicemail.

Cons

At the same time, the app doesn't seem to work reliably or stay connected to my account although after troubleshooting. It logs me out constantly which means when I'm off site, calls don't come through to my mobile the way they should or I just get a missed call notification even though the phone never rang.

Pros

Everything responds really quickly when I need to work with it and its easy to get around.

Cons

Honestly, I haven't run into any issues with it so there's nothing I can really complain about.

Pros

Adding coworkers to a call is really easy and during the conversation it's simple to switch over to video or share a link or file right in the chat.

Cons

One thing it's missing is Outlook integration for scheduling calls around someone's calendar availability.

Pros

Being able to pull and analyze different production and operations reports is one of the biggest strengths.

Cons

Its configuration process can be slow at times and it occasionally produces incomplete reports or leaves gaps in the timing data.

Pros

It offers solid functionality and feels like an efficient system overall.

Cons

The connection can be a little slow at times but overall it still feels solid and complete.

Pros

This software handled the core PBX functions reasonably well. Setting up new extensions and adding phones was simple enough. There was also some solid functionality for basic queues and call forwarding and the admin system was acceptable.

Cons

At the same time, there were quite a few drawbacks. There was no softphone option and because the system was on premise, my team had to maintain and update it ourselves, plus it wasn't accessible outside the office. We also ran into several glitches that created ongoing problems. If the system dropped unexpectedly, random users could lose their voicemail greeting or have their desk phone reassigned for no clear reason. Call forwarding was also frustrating because the displayed number at the end of the forward was the number being called. So if I forwarded calls to my mobile, I would see my own desk phone calling me instead of the original caller. Overall, there were simply too many issues.

Pros

Running a remote office with a large team is pretty easy. It's user friendly, offers strong user based security and the setup and monitoring process is simple to manage. I also appreciate having both auto answer and manual answer settings, along with the choice between auto dial and manual dial options.

Cons

One con is that it can run into compatibility problems when used alongside other applications and sometimes it even causes those programs to act up.

Pros

Getting Avaya IP Office connected was easy and using it day to day has been simple. It gave our team the ability to keep working remotely during the pandemic with nothing more than access to a laptop.

Cons

The app does feel a little outdated at times, the feature set is somewhat limited and it still requires a VPN.

Pros

Handling software backups and version upgrades is very easy and the overall process feels user friendly during both implementation and rollout.

Cons

A downside is that the system still needs to be updated to newer versions over time especially as Avaya systems tend to become outdated.

Pros

Using it has been very easy and overall it feels like a very solid product especially compared with Cisco.

Cons

At times, there are issues when integrating it with products from other vendors.