Avaya Contact Center vs. CDC Software

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.

Incentivized

Easier to integrate Customer Login, either by API or by Screenset, that makes the Integration easier and using that any System in the entire Organization can enable the Customer Login Procedure. Easier to manage the Subscriptions and Consent History and use that to sent the Marketing Mails. So with this it works a Single Source of Customer Entire Data.

• 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

• 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.

Incentivized

• Logging Feature was not good. for basic it was good but for advanced issue checking and logs access it was not great. In our Product Landscape Picture we are using DataDog for Log Checking and Debugging
• Sometimes, the CDC Software shows DataCenter and Server Generic errors Count were high, No way to see and check the SAP CDC Software System Health Activity
• For Site SSL Expiry, there is no Proper Notification Service. Sometimes we get notification, sometimes we dont get.
• so to tackle we have developed a Custom Solution with SAP CPI. It would be better. if by default it was working well

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.

Incentivized

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

Incentivized

I give 8 because it was the best tool and make it easier to manage the Customer Authentication, Authorization, Subscription and Consent History. Because of this we can able to enable the Login Feature for any Product in the Organization Landscape. it lose Rating because of lack of Log checking feature. to know what exactly kind of issue for the customer was unable to login. we cant able to know. because as we have enabled a API key through we receive details to validate. it would be even more good. if a dashboard was enabled to see particular user login access and failure -> reason (like lack of data)

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

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

• 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!

Incentivized