Likelihood to Recommend 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 Playvox is well suited to rate and track process adherence and work quality percentual. It is also great to document coaching and track advisors' development, as well as to do knowledge checks through quizzes. It is not so appropriate if you need to see the previous coachings made, since those cannot be opened when they finished.
Read full review Pros 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 monitoring the chats and calls to know your mistakes and get it solve. analyst your skills, and it makes you to know are you doing well or not. coaching and learning from your mistakes, and seeing the errors to improve your skills in handling. Read full review Cons 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. Shauna Stermer Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Read full review The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load. Keep a lot of information It should have more languages for ease of control Read full review Likelihood to Renew 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.
Read full review I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business
Read full review Usability 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.
Read full review Playvox is an easy-to-use platform, all features are intuitive, which makes navigation easy. I never found navigation problems, I was always able to find all the items I needed, all the information is well separated, what could improve is the possibility of moving some items, putting the ones that I use the most in evidence.
Read full review Reliability and Availability I don't think I've encountered software problems before
Read full review Performance do pages load quickly? yes / Do reports complete in a reasonable time frame, given their complexity? yes i think / If Playvox integrates with any other software or systems, does it tend to slow them down? i don't know
Read full review Support Rating 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 We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.
Read full review Implementation Rating No, everything was implemented by Avaya Support
Read full review From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox.
Read full review Alternatives Considered 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.
Aly Hajiani Business Development Executive | United States Enterprise Sales.
Read full review I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should be done, but nothing compared to the ease of using a Playvox.
Read full review Scalability I think it is the best rating based on my experience
Read full review Return on Investment 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 Playvox directly impacts our Happiness ratings. From an average of 85% great ratings to 90% great ratings in a matter of 3-6 months. Playvox impacts the number of responses our team has to send in order to find a solution for the customer. Dropping average replies to solution from 3 to 2. Read full review ScreenShots