The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive…
$48
per month
Cisco Unified Contact Center
Score 7.8 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.
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Pricing
Avaya Experience Platform
Cisco Unified Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Experience Platform
Cisco Unified Contact Center
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Required
No setup fee
Additional Details
Digital - $48.00 (Per User/Per Month)
Voice - $83.00 (Per User/Per Month)
All Media - $125.00 (Per User/Per Month)
Avaya Experience Platform it's a great match with many telecommunication software but I prefer to mention some data transformation and presentation tools like Microsoft Excel and Microsoft PowerBI, this first one it's the must-have if you want to take your own reports to the …
Cisco Unified Contact Center has no comparison with any other software or app out there, For me, it is the most viable option if you want your organization to lead since you literally have everything you need to be able to develop your company and stand out from the others …
Cisco Unified Contact Center has proven to be very valuable despite its price, it can help in all areas of a company, like all software, it is not perfect, but it has great support, the support agents also give you solutions for certain problems and bugs that you may come …
Cisco Integrated Communication Center it's a great match for Microsoft Power BI which provides excellent integration to create high quality and specific reports, a great feature when your organization already has its own way of analyzing performance and areas for improvement. I …
Both with similar purposes and features, but Cisco provides a better measurement for KPI's and target goals which are important to the client, while also helping us keep track of our employee's performance and how is that impacting our customer's satisfaction with the level of …
Both Avaya and Cisco Unified Contact Center are great solutions in their own right. It is a matter of preference at a certain point. Both interfaces are solid and the agents have good visibility on their call progress. I'd say Avaya's live chat is a little more fleshed out, but …
Verified User
Engineer
Chose Cisco Unified Contact Center
Since [Cisco Unified Contact Center] UCC has been around forever, there has been little to no effort to enhance UCCE/X as core platforms. Chances are good they will be sunset sooner than later. CVP has potential as an on prem solution. The future is Webex Contact Center as long …
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.
I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
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.
After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
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.
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.
To be honest, there are tools better than Cisco Unified Contact Center because it largely depends on third party integrations with better alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
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.
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
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.
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.