Avaya Contact Center vs. Simplify360

The Avaya Infinity™ 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.

Incentivized

To talk directly to the Simplify 360 management and take a call post that. One of the key aspects of investing in any enterprise software is how easy the implementation is and how much support that a company can get in the early implementation process. We have had a quick ramp up learning the tool and had constant interactions with the team at Simplify to better understand and manage issues or get questions answered

• Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
• The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
• Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
• The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.

Incentivized

• Great and interactive UI; easy to set-up profile
• seamless flow in monitoring, engagement and campaign analytics
• Very powerful Twitter and FAcebook Insights

• My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call.
• The phone will continue to ring until it has been picked u. I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.

Incentivized

• I will like to see some improvement in the intuitiveness of the system. There are some great features hidden behind the curtains.

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

Support team of Simplify360 is amazing and they are flexible. There is no other tool on earth which is so customizable, but here the team is open for changes and take a hit on their product pipeline to deliver satisfaction to you

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 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

I've used the mail. I've used Contact Center, things like that. I think it's very user-friendly, and we're doing a lot of remote work, so we're having a big learning curve in that area right now, but it does stack up well.

Incentivized

In side by side analysis, Simplify 360 was much easier to set up teams, work flow and the brand monitoring was quite a bit more accurate

• It has made us more focused on the actual communication rather than how we communicate.
• Avaya Infinity™ has helped us promote a consistent message in multiple platforms.
• We expect to have some great positive impact after having the Avaya Infinity™ solution for a while. Retention of students is expected to increase with just the flexibility of communication options.

Incentivized

• Reduction of weekly and monthly report building time by over 70%
• Lead generation increased by over 30%.
• Online brand negativity neutralized by over 80%.