AudioCodes Mediant Enterprise Session Border Controllers (E-SBCs) vs. Avaya Experience Platform

The E-SBC works well in situations where you are working with multiple carriers and/or multiple phone systems and need to route either by IP, sender info or inbound phone numbers.

I find that companies that require faxing to go through the E-SBC seem to be a little less stable than competitor devices.

Incentivized

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.

Incentivized

• different sip trunk profiles for each provider
• secure tls connection to for Microsoft Direct Routing
• high availability on each SBC and also on Azure or AWS

Incentivized

• 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.

Incentivized

• I believe the help files need to have more information about why certain options should be used rather than just a list of possible choices. Some choices obviously require a wealth of information or experience, but having just a bit more info in the help file would save research time.
• I'd like to see a user side option to be able to ping and trace route testing without having to be in another admin interface.
• The message log function is great for watching SIP packets stream but needs more options for pausing to capture when there are a lot of calls coming through.
• In my opinion, the route tables & configurations for proxies and groups need some massaging. The normal config options could be placed on one screen and then have a choice to go to "extended" mode for less-used items. This would make implementation faster as there are so many options now that it can be hard to see the few that are needed for general configuration.
• I would love to see a screen that would allow the formation of a "SIP Ladder" where you could enter a source and/or destination IP and have the gateway show you the communication rather than pouring through logs. This is something that various carriers and even Wireshark are doing now but it would be great to have this option from the gateway's perspective as it would make it easier to compare with the outside traffic diagrams without having a senior network tech having to help.

Incentivized

• 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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

No, everything was implemented by Avaya Support

Incentivized

AudioCodes is easier to implement and has a better support for Microsoft Teams Direct Routing implementation.

Incentivized

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.

Incentivized

• Positive - My company has been able to retain business due to the low cost of the AudioCodes devices when compared to the other brands that some customers purchase through other vendors.
• Positive - RMA is easy when it appears a card or module might be at issue, AudioCodes support is speedy to replace which grows customer confidence.
• The ability to order, assemble, configure and ship multiple units to replace aged or failing gateways allowed us to impress the customer and gain more business.
• The reliability of the devices with very lengthy up-time and little to no reboots has impressed customers greatly.

Incentivized

• 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.

Incentivized