Israeli company AudioCodes offers a the Mediant line of enterprise session border controllers (E-SBC), presently available as appliances in the Mediant 9000, 4000, 2600, 1000, 800, 500 series editions.
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Avaya Contact Center
Score 8.6 out of 10
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Avaya Infinity™ integrates Artificial Intelligence and Workflow Orchestration into existing enterprise environments to consolidate communication channels and data insights. The platform is designed to support organizational adaptability in response to shifting customer and market requirements. The Avaya Infinity™ platform is intended for large enterprises and public sector organizations to manage customer interactions and business value. According to the vendor, the…
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.
I would say well-suited for the everyday user, with the ability to use the products. I think it's really user-friendly in that way. The lack of education for the end users, maybe through some of our companies, makes it difficult. And the turnover.
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.
Calls are automatically terminated at an agent and do not allow for the agent to "manually" answer the incoming call. This is very problematic as agents are not able to prepare properly for incoming calls. In addition, agents have stepped away from their desks and forgotten to put themselves in an away status, and calls have been directed to them, and they just sit there with no agent present. This is a very undesirable feature of the system.
Password resets are extremely problematic and continuously cause problems for users. Agents are prompted to change their password upon expiry, and when they follow the instructions as outlined, it rarely works and ends up needing a full reset. The challenge questions are useless and do not work at all.
Support can be a bit challenging as there are definite language barriers that have made both explaining the problem and understanding the recommended solution difficult.
The system is sometimes unreliable and will randomly log agents out with no explanation. Agents are then advised by support to log out, clear cache, and log back in. This is not feasible in a busy call center.
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Avaya has versatility in calling, receiving, and configuring. Being able to have notion of location, exchange of messages. we could see supplier information and configure it to our liking. as it is practicality for configuration and manual handling. Interactive and easy to learn screen. Being able to generate call reports for analysis of service in others
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.
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.
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.
Overall from a business objective standpoint, Avaya has to have had a positive impact on our Return on Investment. Its use in day-to-day operations has been beneficial to not only the company, but the business as well.
Using the Avaya soft phones supplies a business or company a way to limit expenditures on the hard phones by allowing the use of Avaya soft phones. The equipment is no longer needed, save for headsets to be used with the application itself.
Business objectives have to be just that, objectives. Economics begs for ways for a company to limit expenditures that may see little or no return. Avaya has tackled this issue and won!
