Likelihood to Recommend The Avaya Experience Platform is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
Read full review Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
Read full review Pros The app and the ability to use the "office" phone while on the road. There's an easy implementation and training process to get everyone on board quickly. Flexibility of transferring calls to different mediums - I can switch a phone call to a conference or patch in other parties with ease. Read full review Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy. Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps. You can customize the call dispositions / call labels to match what's used in your CRM. Read full review Cons One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop. The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee. Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation. Shauna Stermer Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Read full review Java based desktop application is a pain to keep updated. The user interface for the agent desktop application is clunky and outdated. It could use a facelift. The help center for documentation isn't well organized and the documentation needs substantial editing. Read full review Likelihood to Renew I have always found Avaya's technology and support to be the best in the industry. Even as they worked out financial difficulties and continue to fend off competitors they have adopted and incorporated new technologies. They have done so in a logical and supportive manner and offered all these benefits as they went along. I haven't seen any of their competitors do any of this.
Read full review Robust product, great reliability and support.
Read full review Usability I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Read full review UI is very user friendly and intuitive. Updates are implemented immediately.
Read full review Reliability and Availability We have had minimal downtime due to system outages since it was implemented.
Read full review Performance The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
Read full review Support Rating I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Read full review Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Read full review Online Training I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
Read full review Implementation Rating No, everything was implemented by Avaya Support
Read full review The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
Read full review Alternatives Considered Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
Aly Hajiani Business Development Executive | United States Enterprise Sales.
Read full review Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
Read full review Contract Terms and Pricing Model We do annual renewals and it's concurrent licensing which is great.
Read full review Scalability It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
Read full review Professional Services Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
Read full review Return on Investment It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business. We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment. Read full review Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound. Cost savings: Five9's voice over IP is less expensive than the land lines we were using. Cost savings: Five9 requires significantly less management than our previous solutions. Read full review ScreenShots