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Top Rated
105 Ratings
17 Ratings
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Score 7.5 out of 101

Avaya Intelligent Xperiences Contact Center

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Top Rated
105 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Avaya Intelligent Xperiences Contact Center

The limitations of this unit are 2000 users, across 32 different locations. It is an SME product that is well past the border into enterprise territory with out having the enterprise expense. To top it off you can virtualize the servers! Anything outside of this scope would need to step into an Avaya Aura system. Do not forget to check with your vendor for leasing options if you do not want to have your new phone system fall into the category as a capitol project.
Richard Heller profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Avaya Intelligent Xperiences Contact Center
8.7
Agent dashboard
8x8 Contact Center
7.5
Avaya Intelligent Xperiences Contact Center
8.7
Validate callers
8x8 Contact Center
7.6
Avaya Intelligent Xperiences Contact Center
8.7
Outbound response
8x8 Contact Center
7.7
Avaya Intelligent Xperiences Contact Center
8.7
Call forwarding
8x8 Contact Center
7.6
Avaya Intelligent Xperiences Contact Center
9.4
Click-to-call (CTC)
8x8 Contact Center
7.7
Avaya Intelligent Xperiences Contact Center
9.2
Warm transfer
8x8 Contact Center
7.6
Avaya Intelligent Xperiences Contact Center
8.7
Predictive dialing
8x8 Contact Center
7.0
Avaya Intelligent Xperiences Contact Center
8.0
Interactive voice response
8x8 Contact Center
7.1
Avaya Intelligent Xperiences Contact Center
8.2
REST APIs
8x8 Contact Center
8.2
Avaya Intelligent Xperiences Contact Center
8.5
Call scripts
8x8 Contact Center
7.2
Avaya Intelligent Xperiences Contact Center
8.7
Call tracking
8x8 Contact Center
8.5
Avaya Intelligent Xperiences Contact Center
9.1
Multichannel integration
8x8 Contact Center
9.1
Avaya Intelligent Xperiences Contact Center
8.8
CRM software integration
8x8 Contact Center
8.5
Avaya Intelligent Xperiences Contact Center
8.4

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Avaya Intelligent Xperiences Contact Center
8.9
Inbound call routing
8x8 Contact Center
8.6
Avaya Intelligent Xperiences Contact Center
9.2
Omnichannel inbound routing
8x8 Contact Center
7.7
Avaya Intelligent Xperiences Contact Center
9.1
Recording
8x8 Contact Center
8.2
Avaya Intelligent Xperiences Contact Center
9.0
Quality management
8x8 Contact Center
8.5
Avaya Intelligent Xperiences Contact Center
9.0
Call analytics
8x8 Contact Center
7.8
Avaya Intelligent Xperiences Contact Center
8.7
Historical reporting
8x8 Contact Center
7.8
Avaya Intelligent Xperiences Contact Center
8.9
Live reporting
8x8 Contact Center
9.0
Avaya Intelligent Xperiences Contact Center
8.7
Customer surveys
8x8 Contact Center
5.5
Avaya Intelligent Xperiences Contact Center
8.5
Customer interaction analytics
8x8 Contact Center
Avaya Intelligent Xperiences Contact Center
8.8

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman profile photo

Avaya Intelligent Xperiences Contact Center

  • Support is always available when needed as well as being able to ask questions about different issues that might arise.
  • Easily able to modify the system to accommodate the users and incoming telephone lines.
  • User-friendly for the end users to access their phone's features and voicemail.
Brian Marcus profile photo

Cons

8x8 Contact Center

  • Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users.
  • Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.
No photo available

Avaya Intelligent Xperiences Contact Center

  • Avaya could definitely improve it's convoluted licensing and registration processes. As a solutions implementer sometimes it can be difficult to navigate the maze of processes and steps required to get systems properly licensed and registered. There also tends to be long waits on registration confirmation. This increases total time to deployment.
  • Some of the advanced applications positioning can be confusing. When you look at the complete solution portfolio of Avaya there are several advance applications that overlap each other in functionality. It can be difficult to suggest the correct solution.
Michael Goston profile photo

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.7
Based on 12 answers
Oddly enough I have been impressed with the IP Office platform so much that I have integrated one into my home. My wife was not happy with it initially but once she started using it she was very happy with the results. It helped that I programmed it to work just like a home phone but with features and options that I can utilize remotely. I would be more than happy to put an AVAYA IP Office against any other phone system on the market, and let you be the judge.
Richard Heller profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.2
Based on 5 answers
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.
Michelle VanderBand profile photo

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 9.0
Based on 1 answer
The tech support that I have received has been outstanding. My only complaint is at times the support is hard to understand due to offshore technicians.
No photo available

Alternatives Considered

8x8 Contact Center

Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.
No photo available

Avaya Intelligent Xperiences Contact Center

Avaya has better support service.
No photo available

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
No photo available

Avaya Intelligent Xperiences Contact Center

  • Managed to reduce our communication costs by 60% through the adoption of VoIP for interbranch calls at no charge. It's cheaper SIP for long distance calls.
No photo available

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Avaya Intelligent Xperiences Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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