“user friendly interface”

Pros

The user interface feels very dynamic and is simple to use.

Cons

Up to this point, I haven't run into any issues or drawbacks since the program has worked perfectly for me.

“reliable client conversations”

Pros

After using this product for a long time, I can honestly say it has proven to be an outstanding program. It's simple to use and navigate and it makes conversations with clients effective and productive. It has also been very reliable overall and whenever the system has gone down, it has come back up almost immediately.

Cons

Only downside is that the system has occasionally gone down but it has always been restored very quickly and it has never caused any lost business or interrupted work.

“strong reporting”

Pros

There's a wide range of reporting and analytics available which gives you plenty of data to work with.

Cons

Training resources are pretty limited so a lot of the learning ends up happening as you go.

“flexible cloud communication boost”

Pros

This has been an outstanding communication platform. It offers a high level of flexibility and accessibility which has become especially important since the COVID pandemic pushed so many companies into remote work. It makes it possible for people to stay connected from different parts of the world. The platform delivers an exceptional experience by supporting business communications with a strong set of advanced cloud based tools designed to help companies maintain effective communication with both clients and internal staff. Its unified communication capabilities are particularly impressive.

Cons

Since the COVID pandemic, remote communication software has become necessary for running online meetings and video conferences with potential clients and the rest of the team. After implementing Avaya OneCloud, I honestly have not come across anything disappointing so far. The platform feels very innovative and its user interface is excellent.

“Helpful call forwarding”

Pros

Being able to forward calls to my mobile phone was definitely a useful feature.

Cons

The interface isn't very user friendly and the system keeps disconnecting too often.

“offers every feature I need”

Pros

It has been outstanding in this space. It offers every feature I need and being one of the pioneers in the industry really shows. I've been using it for around 15 years now and it has consistently delivered.

Cons

Honestly, I don't have anything negative to say about it. It's been wonderful overall. Thanks.

“works just like it should”

Pros

Across the years I used it in a BPO setting, both on site and while working remotely, the platform was rarely ever down. Call quality stayed crisp for customers and all the aux functions worked exactly the way they were supposed to.

Cons

Since I wasn't an administrator for the app, I didn't really run into any of its quirks or backend issues.

“quick setup”

Pros

Switching to this across three different jobs has been really great. The system is simple to use and getting familiar with each new layout never takes long. Compared with other dialing platforms that can get pretty complicated, this one feels much more user friendly.

Cons

I haven't run into anything to complain about with Avaya. It works really well.

“strong unified communications suite”

Pros

The unified communication tools work really well and the inbound contact center capabilities have been a solid part of the platform.

Cons

The weaker area is the omnichannel functionality and the outbound contact center auto dialer still needs improvement.

“glitches sometimes”

Pros

Over the past five years using this product at my company, I've seen both the good and the bad though it's been good more often than not. Call quality usually comes through very clearly and the caller ID makes it simple to tell who's calling right away. Whenever something does go wrong, the issue is usually resolved pretty fast so you're not left without phone service for very long.

Cons

One thing that bothers me most about this software is that on certain days it just refuses to work properly. There are times when you can't end a call after finishing a conversation or the line gets so full of static that you have to hang up and call the person back.

“productive tracking that delivers”

Pros

One thing that really stands out is how closely it tracks everything while you're logged in average talk time, wrap time, connects and more. That kind of visibility makes it much easier to keep an eye on productivity and understand how your time is being spent.

Cons

Downside is that the software is extremely sensitive and has to be configured correctly from the start, otherwise it can become completely unusable. On top of that the troubleshooting guide feels like it was written for a scientist or a seasoned IT professional because if anything goes wrong, the average person is probably not going to be able to get it working again.

“huge contact center capacity”

Pros

Built for larger contact center operations, this product has plenty of power and handles high capacity without any trouble.

Cons

Upgrades are a hassle and the overall setup feels like layers keep getting added onto the same foundation instead of moving to a cleaner, newer platform. Trying out features also isn't very flexible since sometimes you have to go through a full upgrade just to find out whether the product is the right fit.

“frustrating audio conflicts”

Pros

Our company uses AVAYA phones and they've been dependable and simple to work with. The call waiting and conference calling functions are really useful and since many of us are working from home, we also rely on its one X Communicator on our laptops which does a good job of replicating the desk phone experience.

Cons

The phones are very expensive and if a single part breaks, you end up having to replace the entire unit. On top of that the AVAYA one X software completely interferes with the audio on my computer. I've had plenty of situations where I needed to log out of it just to watch a video or join a virtual meeting.

“Thoughtful design”

Pros

The integrated interface is the part I appreciate most and the design features are a close second. Those are definitely nice additions but the routing system is really where the value shows though it often needs monitoring and follow up.

Cons

Its routing system needs to be watched frequently and can become a hassle to manage. It also feels only moderately friendly for third party users.

“everything is clearly labelled”

Pros

Right from the start, the interface feels clean and stripped down in a good way. As an end user, I'm not digging through menus to find the features I need. Everything I use is clearly labeled and makes sense right away. I was able to figure it out in about five minutes.

Cons

Even though the interface is clean and minimal, it does come across as a bit dated visually. That may be part of what keeps it running efficiently though so it doesn't end up using a lot of unnecessary RAM.

“Solid platform”

Pros

It is solid and dependable overall. As long as the system stays mostly unchanged, it runs with very few issues and there are hardly any problems caused by unstable components.

Cons

Things get complicated once you need to modify something, introduce a new feature or connect an integration. The interface is not very user friendly and there are no softphone clients available that work on Linux.