Avaya Call Center Elite

Avaya Call Center Elite

Avaya Call Center Elite

48 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Avaya Call Center Elite	Score 7.9 out of 10	N/A	Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner, enabling agents to more effectively respond to their needs.	N/A

Pricing

Avaya Call Center Elite

Editions & Modules

No answers on this topic

Offerings

Pricing Offerings
Avaya Call Center Elite
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

Entry-level Setup Fee

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	Avaya Call Center Elite
Considered Both Products	Avaya Call Center Elite Verified User Employee Chose Avaya Call Center Elite I've only used Call Center Elite. Incentivized Helpful? Verified User Engineer Chose Avaya Call Center Elite It was 10 years ago, I don't remember the name of the product. So we did look at the Cisco one and didn't like it, did not meet our requirements at all. Incentivized Helpful? AM Alan Meade Voice Architect Chose Avaya Call Center Elite I've used a C Experience portal, Contact Center Elite for Avaya Symposium, and Symposium Express for other manufacturers. I've used the Cisco solution for the Cisco. I believe the Contact Center Elite is the easiest of all the products for the enterprise industry and it's got … Incentivized Helpful? BY Bernard Yatauro VP Sales Chose Avaya Call Center Elite Not nearly as good, but appropriate for smaller businesses, small to medium. So we've used any contact center of application we've used at least once. At least once. Incentivized Helpful? Verified User Engineer Chose Avaya Call Center Elite Avaya has been tried and true. The issue with the other places is everybody has the new bells and whistles that they think everybody wants, but when you have certain entities as big organizations, it's hard to always go to a cloud product or to go to uplift everything to … Incentivized Helpful? Verified User Employee Chose Avaya Call Center Elite We previously used Aspect, which, in my opinion, was bad. I was not a part of the decision-making, but I helped implement it in my department. It’s better than Aspect, but I would like to see it do more. Incentivized Helpful? Verified User Engineer Chose Avaya Call Center Elite Avaya is our favorite communications platform. We are in the middle of a migration to move everything to Avaya Cloud. Helpful? Verified User Manager Chose Avaya Call Center Elite It's better and more stable. Customer Service and response to questions or issues is a big differentiators. Incentivized Helpful? SK Sethy Koy BDM Chose Avaya Call Center Elite Avaya's feature is better and has better local partner support. Incentivized Helpful? Verified User Engineer Chose Avaya Call Center Elite On the voice side, CC Elite is superior on Multi-channel and can not complete. Incentivized Helpful? EC Eduardo Castillo Presales Manager Chose Avaya Call Center Elite I do not have any point of reference with other similar products. Incentivized Helpful? MR Michelle Reid Sr. VoIP Engineer Chose Avaya Call Center Elite Avaya-based shop. Incentivized Helpful? Jeff Grant Senior Product Owner Chose Avaya Call Center Elite We like the ability to easily add CBA in CC Elite and the quality of the call. Incentivized Helpful? Verified User Employee Chose Avaya Call Center Elite For some features. Incentivized Helpful? Verified User Director Chose Avaya Call Center Elite Avaya is an overall cheaper solution at scale but has some shortfalls in integration to next-gen apps. Incentivized Helpful? Verified User Manager Chose Avaya Call Center Elite I haven't been exposed to any other vendors. Incentivized Helpful? Verified User C-Level Executive Chose Avaya Call Center Elite Much more custom report capability than others. Incentivized Helpful? TF Timika Franklin Customer Service Manager Chose Avaya Call Center Elite Call Center Elite was more customer friendly. That could be the case because I am more familiar. Incentivized Helpful? SL Sandy Legros Sr. Telecom Specialist Chose Avaya Call Center Elite N/A Incentivized Helpful? AR Andrew Ramskill Associate Director Chose Avaya Call Center Elite The call center has always been market-leading in customer journey and call delivery. Incentivized Helpful? SC Sarthak Chandra Transformation Manager Chose Avaya Call Center Elite When it comes to the core, the products in the market are similar. What is different is the bells and whistles and backend plumbing. One of the key criteria that we chose Elite was that we were using Avaya in the past, and system stability was excellent, plus the user … Incentivized Helpful? SJ Sonya Jackson Telecom Support Manager Chose Avaya Call Center Elite The two products are a good combination, especially if you are doing blended routing. I have been working with Avaya Call Center Elite just because I have worked with it longer than AEP. Incentivized Helpful? Verified User Administrator Chose Avaya Call Center Elite We use both platforms, but for inbound we use mostly Avaya Aura Call Center Elite as it provides integrations with Cisco ICM. It is also stronger when you have more than 1000 skills and routing strategies. It requires less maintenance to keep stability. Incentivized Helpful?

Features

Avaya Call Center Elite

Contact Center Software

Comparison of Contact Center Software features of Product A and Product B
	Avaya Call Center Elite 7.3 24 Ratings 13% below category average
Agent dashboard	7.314 Ratings
Validate callers	7.518 Ratings
Outbound response	6.813 Ratings
Call forwarding	8.520 Ratings
Click-to-call (CTC)	7.613 Ratings
Warm transfer	8.021 Ratings
Predictive dialing	7.411 Ratings
Interactive voice response	7.214 Ratings
REST APIs	6.99 Ratings
Call scripts	7.817 Ratings
Call tracking	8.819 Ratings
Multichannel integration	5.211 Ratings
CRM software integration	5.914 Ratings

Workforce Optimization (WFO)

Comparison of Workforce Optimization (WFO) features of Product A and Product B
	Avaya Call Center Elite 7.2 20 Ratings 14% below category average
Inbound call routing	8.017 Ratings
Omnichannel inbound routing	7.28 Ratings
Recording	7.316 Ratings
Quality management	7.113 Ratings
Call analytics	6.815 Ratings
Historical reporting	7.217 Ratings
Live reporting	7.216 Ratings
Customer surveys	6.56 Ratings
Customer interaction analytics	7.69 Ratings

Best Alternatives
	Avaya Call Center Elite
Small Businesses	CloudTalk Score 9.5 out of 10
Medium-sized Companies	Bright Pattern Contact Center Score 10.0 out of 10
Enterprises	Google Cloud Contact Center AI Score 8.9 out of 10
All Alternatives	View all alternatives

User Ratings
	Avaya Call Center Elite
Likelihood to Recommend	8.0 (32 ratings)
Likelihood to Renew	9.1 (1 ratings)
Usability	9.1 (1 ratings)
Support Rating	9.1 (1 ratings)
Implementation Rating	9.1 (1 ratings)

User Testimonials
	Avaya Call Center Elite
Likelihood to Recommend	Avaya The way Technology is expanding, Elite can be utilized and integrated into any environment as long as it keeps pace with the merging needs. I strongly recommend that there needs to be more innovation within the product to bring it back to where it was in the past. Incentivized SC Sarthak Chandra Transformation Manager Read full review
Pros	Avaya I think the reporting cause Elite does really good with reporting related to CMS and with the proper to-left knee programming. It performs well from a routing perspective. It will identify where the call needs to be routed to and it will cure it to that group pretty effectively. We've also found it to be relatively stable. You don't hear a lot of incidents about Call Center Elite going down. Sometimes it might be a database that might be having an issue or something else, but you never hear the call center has gone down or we can't route calls. You normally don't hear that. So it's been relatively stable. Incentivized FT Fern Taylor Product Owner - AI Omnichannel Read full review
Cons	Avaya I do feel that their support definitely needs a room for improvement. There is not a lot and I say that as in from the technology support side of it is the support definitely needs to be a lot better and that's because if we're running into troubles or issues, there's not a lot of help outside of when we go to Avaya to help fix it. We get a little down a bumpy road trying to get that fixed. The last time I was here, I worked up there. Incentivized Verified User Anonymous Read full review
Usability	Avaya Very easy to use. Incentivized Verified User Anonymous Read full review
Support Rating	Avaya Avaya always has good partners for support. Incentivized Verified User Anonymous Read full review
Alternatives Considered	Avaya I've used a C Experience portal, Contact Center Elite for Avaya Symposium, and Symposium Express for other manufacturers. I've used the Cisco solution for the Cisco. I believe the Contact Center Elite is the easiest of all the products for the enterprise industry and it's got the best user feel to be able to integrate it into your phone system Incentivized AM Alan Meade Voice Architect Read full review
Return on Investment	Avaya Once purchased and running, you don't need to worry about it for years. Support price is following the other companies. Price is good. When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware. Incentivized Verified User Anonymous Read full review
ScreenShots