Avaya Call Center Elite vs. Avaya Experience Platform

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya Call Center Elite
Score 7.8 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
Avaya Experience Platform
Score 8.5 out of 10
N/A
The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive…
$48
per month
Pricing
Avaya Call Center EliteAvaya Experience Platform
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Call Center EliteAvaya Experience Platform
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeRequired
Additional Details—Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)
More Pricing Information
Community Pulse
Avaya Call Center EliteAvaya Experience Platform
Considered Both Products
Avaya Call Center Elite
Chose Avaya Call Center Elite
We like the ability to easily add CBA in CC Elite and the quality of the call.
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.
Avaya Experience Platform
Chose Avaya Experience Platform
Avaya Experience Platform has come up with a great product that will compete in no time against the more mature products in the market. Key is Avaya name is still in the market and I can see this being the platform going into the future of Avaya in the customer experience …
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Avaya Call Center EliteAvaya Experience Platform
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
Avaya Experience Platform
8.3
37 Ratings
0% below category average
Agent dashboard7.314 Ratings8.035 Ratings
Validate callers7.518 Ratings8.432 Ratings
Outbound response6.813 Ratings6.931 Ratings
Call forwarding8.520 Ratings9.135 Ratings
Click-to-call (CTC)7.613 Ratings8.828 Ratings
Warm transfer8.021 Ratings8.735 Ratings
Predictive dialing7.411 Ratings6.627 Ratings
Interactive voice response7.214 Ratings9.031 Ratings
REST APIs6.99 Ratings8.226 Ratings
Call scripts7.817 Ratings7.629 Ratings
Call tracking8.819 Ratings8.934 Ratings
Multichannel integration5.211 Ratings9.232 Ratings
CRM software integration5.914 Ratings8.531 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Call Center Elite
7.2
20 Ratings
13% below category average
Avaya Experience Platform
8.1
37 Ratings
1% below category average
Inbound call routing8.017 Ratings8.636 Ratings
Omnichannel inbound routing7.28 Ratings8.632 Ratings
Recording7.216 Ratings8.335 Ratings
Quality management7.113 Ratings7.933 Ratings
Call analytics6.815 Ratings7.933 Ratings
Historical reporting7.317 Ratings8.334 Ratings
Live reporting7.216 Ratings7.333 Ratings
Customer surveys6.56 Ratings7.930 Ratings
Customer interaction analytics7.69 Ratings7.729 Ratings
Best Alternatives
Avaya Call Center EliteAvaya Experience Platform
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Avaya Call Center EliteAvaya Experience Platform
Likelihood to Recommend
8.0
(32 ratings)
8.6
(53 ratings)
Likelihood to Renew
9.1
(1 ratings)
7.3
(11 ratings)
Usability
9.1
(1 ratings)
8.2
(7 ratings)
Availability
-
(0 ratings)
7.0
(1 ratings)
Performance
-
(0 ratings)
10.0
(1 ratings)
Support Rating
9.1
(1 ratings)
9.1
(4 ratings)
Implementation Rating
9.1
(1 ratings)
8.2
(2 ratings)
User Testimonials
Avaya Call Center EliteAvaya Experience Platform
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.
Read full review
Avaya
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.
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.
Read full review
Avaya
  • 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.
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.
Read full review
Avaya
  • 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.
Read full review
Likelihood to Renew
Avaya
No answers on this topic
Avaya
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.
Read full review
Usability
Avaya
Very easy to use.
Read full review
Avaya
Very Easy to use and Intuitive. Reporting and Graphical user inferface suport the latest browsers and that fact it integrated and complements existing customer experience platform make it easy to bring over into the environment. Finally, the fact it is all in the cloud, no issues running updates, upgrades, or things of that nature that would slow the service.
Read full review
Support Rating
Avaya
Avaya always has good partners for support.
Read full review
Avaya
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.
Read full review
Implementation Rating
Avaya
No answers on this topic
Avaya
No, everything was implemented by Avaya Support
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
Read full review
Avaya
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.
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.
Read full review
Avaya
  • 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.
Read full review
ScreenShots