What users are saying about
6 Ratings
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Score 7.7 out of 101
90 Ratings
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Score 8.1 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Avaya

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 Virtual Contact Center
8.8
Avaya
Agent dashboard
8x8 Virtual Contact Center
8.0
Avaya
Validate callers
8x8 Virtual Contact Center
9.0
Avaya
Outbound response
8x8 Virtual Contact Center
10.0
Avaya
Call forwarding
8x8 Virtual Contact Center
10.0
Avaya
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Avaya
Warm transfer
8x8 Virtual Contact Center
9.0
Avaya
Predictive dialing
8x8 Virtual Contact Center
8.0
Avaya
Interactive voice response
8x8 Virtual Contact Center
8.0
Avaya
Call scripts
8x8 Virtual Contact Center
9.0
Avaya
Call tracking
8x8 Virtual Contact Center
9.0
Avaya

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Avaya
Inbound call routing
8x8 Virtual Contact Center
10.0
Avaya
Recording
8x8 Virtual Contact Center
9.0
Avaya
Quality management
8x8 Virtual Contact Center
9.0
Avaya
Call analytics
8x8 Virtual Contact Center
8.0
Avaya
Historical reporting
8x8 Virtual Contact Center
7.5
Avaya
Live reporting
8x8 Virtual Contact Center
9.0
Avaya

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • Ease of administration is one of the biggest strengths of Avaya Solutions. The ability to configure multi-site Enterprise systems from one centralized administration application and make moves, adds, and changes is a key strength of the Avaya Solution.
  • Avaya surviveabilty solutions are robust, multi-layered, and easy to deploy. When added with the ease of administration strength no other communication solution comes close.
  • Avaya's mobility solutions enable communications from virtually anywhere on the planet. With features like EC500 which integrates your cellular phone to the voice network, to One-X Mobile which allows you to load an Avaya application on your smart-device, with Avaya you are always connected.
Michael Goston profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • 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

No score
No answers yet
No answers on this topic
Avaya10.0
Based on 11 answers
Avaya continues to be a leader in innovation in the voice arena. Avaya solutions constantly provide new and cutting age technology and new features that are fun to deploy and use.
Michael Goston profile photo

Usability

No score
No answers yet
No answers on this topic
Avaya8.2
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

No score
No answers yet
No answers on this topic
Avaya9.0
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

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
AVAYA offers extremely reliable products, that will help reduce your business expenses. Example: Compared to Polycom UC, AVAYA's scopia solution provides a better user experience and easy integrates with any h.323 or SIP enabled endpoint. AVAYA Aura Contact Center will provide your call center with all the needs tools to be more efficient.
Alessandro Tirone profile photo

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • Avaya systems have improved our overall accessibility. With its mobility features customers are able to more effectively communicate with our employees which improves customer service. We achieved a 94% customer service rating on a recent survey.
  • Avaya's new Virtualized servers require fewer resources to deploy. We are able to install the same amount of systems with a fraction of the resources. This allows us to install more systems as a company.
Michael Goston profile photo

Pricing Details

8x8 Virtual Contact Center

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

Avaya

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details