Avaya Experience Platform vs. Calabrio Teleopti WFM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya Experience Platform
Score 8.1 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
Calabrio Teleopti WFM
Score 8.9 out of 10
N/A
Swedish company Teleopti offers their eponymous workforce management system, Teleopti WFM, which may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.N/A
Pricing
Avaya Experience PlatformCalabrio Teleopti WFM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Experience PlatformCalabrio Teleopti WFM
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeRequiredNo setup fee
Additional DetailsDigital - $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 Experience PlatformCalabrio Teleopti WFM
Top Pros
Top Cons
Features
Avaya Experience PlatformCalabrio Teleopti WFM
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Experience Platform
9.1
26 Ratings
Calabrio Teleopti WFM
-
Ratings
Agent dashboard9.224 Ratings00 Ratings
Validate callers9.423 Ratings00 Ratings
Outbound response8.922 Ratings00 Ratings
Call forwarding9.324 Ratings00 Ratings
Click-to-call (CTC)8.819 Ratings00 Ratings
Warm transfer8.824 Ratings00 Ratings
Predictive dialing9.019 Ratings00 Ratings
Interactive voice response8.919 Ratings00 Ratings
REST APIs9.318 Ratings00 Ratings
Call scripts9.420 Ratings00 Ratings
Call tracking9.323 Ratings00 Ratings
Multichannel integration9.023 Ratings00 Ratings
CRM software integration9.322 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Experience Platform
9.1
27 Ratings
Calabrio Teleopti WFM
-
Ratings
Inbound call routing9.726 Ratings00 Ratings
Omnichannel inbound routing9.424 Ratings00 Ratings
Recording8.924 Ratings00 Ratings
Quality management8.924 Ratings00 Ratings
Call analytics9.124 Ratings00 Ratings
Historical reporting8.724 Ratings00 Ratings
Live reporting9.224 Ratings00 Ratings
Customer surveys9.121 Ratings00 Ratings
Customer interaction analytics8.921 Ratings00 Ratings
User Ratings
Avaya Experience PlatformCalabrio Teleopti WFM
Likelihood to Recommend
8.6
(43 ratings)
9.0
(10 ratings)
Likelihood to Renew
8.1
(12 ratings)
-
(0 ratings)
Usability
8.2
(5 ratings)
9.0
(1 ratings)
Availability
7.0
(2 ratings)
-
(0 ratings)
Performance
10.0
(2 ratings)
-
(0 ratings)
Support Rating
8.0
(5 ratings)
-
(0 ratings)
Implementation Rating
9.1
(6 ratings)
-
(0 ratings)
User Testimonials
Avaya Experience PlatformCalabrio Teleopti WFM
Likelihood to Recommend
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.
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Calabrio
Calabrio Teleopti WFM is widely used in our organization, and once we've gotten the hang of it, it's very simple to use. We can manage the entries to each employee's task lists, plan the turns that each teleworker will cover, and swap turns as needed. We can also automate the completion of scheduled management tasks and calculate how much time each employee spends at the company. This application, in general, ensures increased productivity on the call center platform.
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Pros
Avaya
  • 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.
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Calabrio
  • It has an excellent schedule, schedules are easily accessible and can be easily created.
  • Calabrio Teleopti WFM makes it possible to effectively request time off for employees in an organized way.
  • There are educational opportunities and this is positive for the company and our employees since the customer service area is great.
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Cons
Avaya
  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
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Calabrio
  • Compliance monitoring through our Zeacom phone system has been a difficulty. For the years we've had it, we've still had challenges in getting that functionality to work as intended.
  • User interface is somewhat intuitive, but could use an update for more intuitive placement and features.
  • The companion app has some updates issues that could use addressing.
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Likelihood to Renew
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.
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Calabrio
No answers on this topic
Usability
Avaya
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
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Calabrio
It serves my needs perfectly, but it sometimes glitches where you press a link and it downloads the page instead of opens it.
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Support Rating
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.
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Calabrio
No answers on this topic
Alternatives Considered
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.
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Calabrio
We selected Teleopti because we knew shift bids would be one of our top priorities and it came highly recommended in that space. We also were hoping for more advanced PTO management features but that is not a deal breaker for us thankfully. We had demos from all the major WFM software companies and Teleopti impressed us with its ability to seamlessly combine all features of WFM management into an easy to use package. The other companies had many of the same features or better, but their overall presentation just didn't impress.
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Return on Investment
Avaya
  • Seamless implementation. If your access to the PSTN is through one of the major carriers, integrating the IP Office is quick, and easy. If you are in a market similar to ours where there are smaller carriers to work with, relying on your local Avaya business partner will allow for that same seamless integration.
  • Users will find the menus on their new phones easy to navigate. It never hurts to have a cheat sheet provided by you installer. The system is very intuitive, even for system administrators.
  • A new system paired with a new circuit contract has the potential for a cost savings that can pay for the new phone system in a 3 year time frame. We have customers that can attest to that!
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Calabrio
  • Teleopti has increased the efficiency of our department and made scheduling more consistent for employees.
  • Our team has been able to adjust staffing levels to address business levels instead of hiring more staff and just being overstaffed unnecessarily.
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