Avaya Call Center Elite vs. Avaya Enterprise Cloud

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

With the Avaya tools and help of the support team we can implement mini applications to meet our staff needs quickly and efficiently

Incentivized

• 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

• Seamless WFH connectivity
• New interface and ease of working for agents
• CX improvement

Incentivized

• 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

• the Admin Portal needs to be improved to be much more robust
• Support Teams need to understand the difference between on premise and in the cloud applications

Incentivized

Very easy to use.

Incentivized

Avaya always has good partners for support.

Incentivized

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

Avaya Enterprise Cloud had the ability to give us a hosted private cloud over Genesys.

Incentivized

• 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

• when I retire my supervisor will not need to replace me
• no more time spent on certificates and upgrades

Incentivized