Avaya Experience Platform vs. Glia

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.

Incentivized

It is well suited for repeatable user journeys that require a high touch and service environment. Glia excels at providing tools that enable and create engagement, in a diverse form of options and methods. It is fully customizable and integration is better than simple. Glia is probably less suited for an organization that is looking for a self-service engagement tool, not manned by users.

• 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

• The ability to conduct a co-browse session quickly and easily has been a big hit for our customers and employee base.
• SaleMove is always looking for creative new ideas to help provide additional value to our customers.

Incentivized

• 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.

Incentivized

• Lack of SMS integration.
• The development required for integration into custom CRMs.
• Roadmap features AI-powered initiatives, but it is a product that integrates with AI and not a new or advanced AI tool.

I have always found Avaya's technology and support to be the best in the industry. Even as they worked out financial difficulties and continue to fend off competitors they have adopted and incorporated new technologies. They have done so in a logical and supportive manner and offered all these benefits as they went along. I haven't seen any of their competitors do any of this.

Incentivized

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.

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.

This is Glia's largest strength. The integration and initial configuration were done exclusively by Glia, freeing up our limited technology resources. Especially at the beginning of our relationship, the customer success team on a scheduled basis assisted in the review of our data and KPIs while offering strategies to improve services and achieve higher ROI. None of these services were offered for a premium and this demonstrates the commitment Glia has to launch successful partnerships.

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

The customer success team was superior, as was the possibility of pro-active engagements across all mediums and platforms. Pricing models in this space are comparable, however, the enhanced auxiliary features, as well as a stronger product road map for development, tipped the scales towards Glia. The product road map is always made available to customers, and most initiatives are deployed on time.

• 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.

Incentivized

• We have seen NPS results increase since using SaleMove

Incentivized