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Avaya OneCloud UCaaS: Use-Cases, Insights and Reviews | 2025 Cuspera

Name: Avaya OneCloud UCaaS
Brand: Avaya OneCloud UCaaS
Rating: 4.04 (289 reviews)

4.04 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Avaya OneCloud UCaaS Immersive collaboration and video conferencing software with co-browsing, scree-sharing and more

Avaya OneCloud UCaaS Overview

Avaya-onecloud-ucaas offers innovative workplace communication with a stable core and advanced collaboration tools. Best-of-breed integrations ensure compatibility with existing tech stacks.

Use Cases

Customers recommend Helpdesk Management, Collaboration, Sales Call Management, as the business use cases that they have been most satisfied with while using Avaya OneCloud UCaaS.

Other use cases:

Contact List Management
Engagement Management
Communication Management
Rating And Review Management
Forecasting
Conference Call Management
Proposal & Quote Management

See all use cases See less use cases

Business Priorities

Improve Internal Communications and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Avaya OneCloud UCaaS.

Other priorities:

Acquire Customers

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Avaya OneCloud UCaaS Use-Cases and Business Priorities: Customer Satisfaction Data

Avaya OneCloud UCaaS works with different mediums / channels such as Phone Calls. and Video.

Avaya OneCloud UCaaS's features include Recording, and Personalization. and Avaya OneCloud UCaaS support capabilities include Phone Support, 24/7 Support, AI Powered, etc. also Avaya OneCloud UCaaS analytics capabilities include Custom Reports, and Analytics.

Reviews

"...The basic feature of this application is its ability to manage a long call queue in a very sophisticated way that suits well to each and every company or organization...." Peer review by Megan R, Programmer, Information Technology and Services

Avaya OneCloud UCaaS, RingOver, Smiddle, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Avaya OneCloud UCaaS

Top Industries

Information Technology and Services
Insurance
Financial Services

Popular in

Enterprise
Large Enterprise
Mid Market

Avaya OneCloud UCaaS is popular in Information Technology And Services, Insurance, and Financial Services and is widely used by Enterprise, Large Enterprise, and Mid Market.

Comprehensive Insights on Avaya OneCloud UCaaS Use Cases

How efficiently Does Avaya OneCloud UCaaS manage your Helpdesk Management?

What benefits does Avaya OneCloud UCaaS offer for Collaboration?

What Are the key features of Avaya OneCloud UCaaS for Sales Call Management?

How does Avaya OneCloud UCaaS address your Contact List Management Challenges?

What solutions does Avaya OneCloud UCaaS provide for Engagement Management?

7+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Avaya OneCloud UCaaS solved their Contact Center Software needs. Cuspera uses 289 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

Case Studies

Utilities

CASE STUDY Superior Propane

Avaya helped Superior Propane modernize its contact center with cloud and AI solutions. The company faced challenges with slow on-premises systems, unused licenses, and lack of data insights. Avaya d...elivered a flexible platform, real-time reporting, and custom IVR integration. Superior Propane reduced average handle time by 30 seconds per call and can now handle 150 more customer inquiries daily. The solution supports a permanent hybrid work model and allows flexible user subscriptions during peak seasons.

Utilities

CASE STUDY GELSENWASSER AG

Avaya Aura in PodFX helped GELSENWASSER AG move its communication systems to a private cloud. The company needed to centralize its network and improve fault reporting. Avaya delivered a redundant, sc...alable platform with intelligent speech recognition and integrated control center. Employees now benefit from hybrid work and better work-life balance. The solution handles 10,000 calls per day without human intervention and ensures high reliability for critical infrastructure.

Hospital & Health Care

CASE STUDY Johns Hopkins Healthcare System (JHHS)

Avaya Experience Portal helped Johns Hopkins Healthcare System (JHHS) improve patient experience. JHHS needed to handle over 11,000 calls on busy days and give patient representatives real-time infor...mation. Avaya integrated its contact center with EPIC EMR, automating patient identification and validation. This led to a 70% match rate for incoming calls and better communication between service reps and practices. Patient satisfaction is now tracked and used for improvements.

Insurance

CASE STUDY アフラック (Aflac)

Avaya Infinity Platform helped アフラック (Aflac) improve customer and employee experience. The company wanted to reduce stress for customers and staff, make insurance processes easier, and support employ...ees with better tools. They set up a special team for cancer claims, shifted metrics to focus on customer ease, and used new technology like AI agent assist. In two years, customer ease scores rose 11%, average handling time dropped 15%, and agent tenure scores increased 10%. Customer satisfaction and loyalty also improved.

Education

CASE STUDY Florida State University

Avaya UCaaS and Avaya Contact Center helped Florida State University connect 13,570 employees across 20 branch campuses. FSU needed to support remote work and unify communications for students, IT, a...nd health services. Avaya enabled a fast switch to remote working in just one week. The solution simplified FSU’s complex IT environment and integrated with Microsoft Teams. FSU now supports hybrid work and a Real Time Crime Center with Avaya’s flexible platform.

Information Technology and Services

CASE STUDY Konecta

Avaya Experience Platform helped Konecta upgrade its customer experience infrastructure. Konecta needed automation, high availability, and advanced customer interaction tools across many regions. Ava...ya let Konecta mix private cloud, on-premises, and public cloud for flexibility and security. Clients now use 10% to 20% non-voice channels like IVR and chatbots. System uptime improved from 99.5% to 99.97%. Konecta can now test and deliver AI innovations for its clients.

Avaya OneCloud - Delivering The Total Experience

Peers used Avaya OneCloud UCaaS for helpdesk management and collaboration

Avaya OneCloud UCaaS Competitors

Avaya OneCloud UCaaS Features

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FEATURE	RATINGS AND REVIEWS
AI Powered	3.42/5 ★ Read Reviews (1)
Custom Reports	3.92/5 ★ Read Reviews (40)
Analytics	3.80/5 ★ Read Reviews (7)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	3.42/5 ★ Read Reviews (1)
Custom Reports	3.92/5 ★ Read Reviews (40)
Analytics	3.80/5 ★ Read Reviews (7)

Software Failure Risk Guidance

for Avaya OneCloud UCaaS

Overall Risk Meter

Low Medium High

Top Failure Risks for Avaya OneCloud UCaaS

Avaya LLC News

Product 23/07/2025

Avaya accelerates Model Context Protocol for customer experience

Avaya is integrating Model Context Protocol (MCP) into its Infinity CX platform to enhance customer experience through AI-driven personalization. This integration allows seamless interaction between AI models and various software applications, enabling businesses to create flexible workflows. Avaya's partnership with Databricks further supports data and AI governance, offering customers enhanced flexibility and security.

Product 23/04/2025

Avaya debuts Avaya Infinity platform to blend customer and employee relationships - KMWorld

Avaya has launched the Avaya Infinity platform, designed to unify customer and employee experiences. The new solution integrates AI-driven contact center and communications capabilities, aiming to streamline workflows and enhance engagement across digital channels. Avaya Infinity targets enterprises seeking to modernize customer relationship management and internal collaboration through a single, cloud-based platform.

Product 21/04/2025

Announcing Avaya Infinity Platform - Business Wire

Avaya has introduced the Avaya Infinity Platform, a new solution designed to enhance enterprise communications. The platform aims to deliver unified communications, collaboration, and customer experience capabilities for businesses seeking scalable and flexible technology.