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Features & FAQs

Frequently Asked Questions

What is Avaya OneCloud IX Contact Center? icon-dropdown-arrow

Avaya OneCloud IX Contact Center is a service allowing you to get all the robust features of an Avaya Contact Center solution delivered in a cloud environment. From call handling, to IVR, to customer experience management, to rich CMS interfaces, Avaya OneCloud IX Contact Center is the choice for businesses looking to accelerate their contact center needs.

Which devices are shipped with Avaya OneCloud IX Contact Center? icon-dropdown-arrow

Out of the box, Avaya OneCloud IX Contact Center is compatible with the webphone interface. Ask your sales representative for more details.

What level of customization is available in Avaya OneCloud IX Contact Center? icon-dropdown-arrow

If you are interested in customizing our out-of-the-box cloud contact center solution, we can connect you with Avaya Professional Services who specialize in agile, custom software development, solutions, and integrations. Please contact us to learn more.

Is there a cap on the number of users for Avaya OneCloud IX Contact Center? icon-dropdown-arrow

No, a customer will simply have to add additional seats when needed.

Are there third-party CRM integrations available for Avaya OneCloud IX Contact Center? icon-dropdown-arrow

Third-party integrations will be evaluated on an ongoing basis.

Is Avaya OneCloud IX Contact Center data-redundant? icon-dropdown-arrow

Yes.

Does Avaya OneCloud IX Contact Center support Avaya SBC Remote Worker Solution? icon-dropdown-arrow

Not at this time.

Does Avaya OneCloud IX Contact Center support One-X Agent Telecommuter Mode for work-from-home agents? icon-dropdown-arrow

Yes, we do.

Does Avaya OneCloud IX Contact Center support SIP trunking? icon-dropdown-arrow

Yes, SIP trunking is supported through our Avaya OneCloud infrastructure

How does a user access their CMS reports in the cloud environment? icon-dropdown-arrow

The reports will be provided in the cloud solution interface. Future iterations will have the ability to import historical reports enabling, the cloud CMS to display a unified, holistic view.

Will reporting be accessible across all channels? icon-dropdown-arrow

Yes, reports will be pulled across all channels through the abstraction layer.

Which languages are supported by Avaya OneCloud IX Contact Center? icon-dropdown-arrow

Currently English is the only language supported, with new languages planned for future releases.

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