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Avaya Call Center Elite

Avaya Call Center Elite

Overview

What is Avaya Call Center Elite?

Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a…

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Recent Reviews

Contact Center

10 out of 10
June 26, 2023
We use CC Elite to setup call queues and call handling treatments for each line of business.
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CC Elite

10 out of 10
June 23, 2023
Incentivized
We use the solution to support multiple contact centers in the company. We leverage Advocate with Reserve Level agents and different skill …
Continue reading

Avaya review.

8 out of 10
June 23, 2023
Incentivized
Service and Support Airline Customers. Provide self-serve options when it makes sense for them to use and connect Customers to Agents when …
Continue reading
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Call tracking (19)
    8.8
    88%
  • Call forwarding (20)
    8.5
    85%
  • Warm transfer (21)
    8.0
    80%
  • Validate callers (18)
    7.5
    75%

Reviewer Pros & Cons

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Video Reviews

6 videos

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Avaya Call Center Elite Review | Is it worth it?
02:53
Avaya Call Center Elite Review | How Universal Studios uses it
02:29
Southern Company sees its value | Avaya Call Center Elite Review
07:46
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Pricing

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Avaya Call Center Elite

Avaya Call Center Elite

N/A
Unavailable

What is Avaya Call Center Elite?

Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner, enabling agents…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

Genesys Cloud CX

Genesys Cloud CX

$75
per month
What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Talkdesk

Talkdesk

$85
per month per user
What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

7.3
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.2
Avg 8.3
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Product Details

What is Avaya Call Center Elite?

Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. Avaya aims to help users enhance employee and customer experiences, drive higher satisfaction and loyalty, by adding Avaya innovations without disrupting current operations.

Avaya Call Center Elite Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner, enabling agents to more effectively respond to their needs.

Reviewers rate Call tracking highest, with a score of 8.8.

The most common users of Avaya Call Center Elite are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(48)

Attribute Ratings

Reviews

(1-25 of 32)
Companies can't remove reviews or game the system. Here's why
September 10, 2023

Avaya Call Center Elite

Verified User
Employee in Information Technology
Medical Device Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use it for our agents in our call center. So the business use case is that we have a bunch of agents that we use it for different groups and they help us to separate each group out.
Pros and Cons
  • I like how it's able to manage the users into the groups basically.
  • Honestly, at this time I think it does what I need it to do and I don't see any areas for improvement.
Likelihood to Recommend
Bigger call centers that have multiple ACD groups for, it's not suitable. Very small businesses that don't have, don't have the need for it.
September 10, 2023

Avaya Call Center Elite Reviews

Verified User
Engineer in Information Technology
Medical Device Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Control our incoming call center as well as the agents using the call center.
Pros and Cons
  • Call flow as well as the detailed management of individual users and what queues they're in.
  • I have none because compared to the last product we used, it doesn't even come close.
Likelihood to Recommend
Large call centers, multiple agents, and multiple queues were it's not suited. Probably for a much smaller company, it's probably overkill, too many choices, but for a company our size, it's well suited for a company of our size.
September 10, 2023

Avaya Call Center Elite Review

PJ
Pamela Johnnicans
Senior Network Engineer
Southern Company (Utilities, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We have multiple call centers or contact centers that we support. So we use it to route inbound and outbound calls to agents who work in the office and remotely.
Pros and Cons
  • The product addresses how our customers can reach us efficiently by skill-based. They can reach the right group of people. We have products that support callbacks and so I think we're trying to make it easier for our customers. So I think that's what the product does.
  • I think the reporting. The data that's collected could be easier for the business to be able to manipulate. I think that the new products that are coming out that they could be more focused on the customer needs versus what Avaya says they should be. Best way I could put it.
Likelihood to Recommend
We have a host of toll-free numbers and different departments, but most important is when we have outages when storms come. So we need to be able to make sure that our customers can reach us quickly, that less hold time that their calls are completed on the first attempt, and that they're able to reach someone quickly.
September 10, 2023

Avaya Call Center Elite Review

FT
Fern Taylor
Product Owner - AI Omnichannel
Southern Company (Utilities, 1001-5000 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Avaya Call Center Elite allows us to effectively route calls to agents, call comes in, and we try to service it in the IVR. If it's not serviced in the IVR, we need to route that call to the agent that can best answer that person's call. There's also reporting wrapped up in that, so we also have call management systems, CMSs, that give us all of the metrics on how agents are performing. Traditional metrics like average speed of answer, average handle time, and so on and so forth. They're all collected within CMSs. We also have internal systems that take data from CMS and other systems including the IVR. We call it a data mark where we can get some consolidated metrics that not only show what's happening in Call Center Elite or in the Switch. But what's happening with that customer in the IVR at the Switch and even some other different data stores throughout the enterprise.
Pros and Cons
  • I think the reporting cause Elite does really good with reporting related to CMS and with the proper to-left knee programming. It performs well from a routing perspective. It will identify where the call needs to be routed to and it will cure it to that group pretty effectively. We've also found it to be relatively stable. You don't hear a lot of incidents about Call Center Elite going down. Sometimes it might be a database that might be having an issue or something else, but you never hear the call center has gone down or we can't route calls. You normally don't hear that. So it's been relatively stable.
  • I think the biggest room for improvement in Call Center Elite is excellent with voice. But we have other channels such as email, and chat, and one of the reasons why we're bringing in Oceania is to fill that gap to provide customers with options no matter how they contact us, voice, email, or chat, they're serviced effectively. So that's the biggest gap right now and that's why we have a project to help fill that gap and to add AI functionality. It's good that Avaya has relationships with companies like Google because they're able to bring AI to the table like Google CC, AI, and Dialogue Flow. They're able to bring that to the table so we can leverage our investment in Lead and add on to it.
Likelihood to Recommend
I think it's well suited for voice-only contact centers, small or large, specifically large contact centers because Avaya's been doing contact center and routing for years and they do it well. I think that it could be better in terms of ease of customization. You really have to know vectors and VDMs in order to manipulate some things and do some customized things. You need some specialized knowledge for that. So I think that that could be made easier. But call center lead has been a standard for a lot of companies for a long time and they do call routing pretty well.
September 10, 2023

Avaya Call Center Elite Review

AM
Alan Meade
Voice Architect
Universal Studios (Entertainment, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use it for our contact center. We use both Contact Center Elite and Experience Portal. So this is when we're not doing IVR stuff. It provides a means for our customer base to get ahold of us to assist them with their vacations.
Pros and Cons
  • The product will provide translations to our call center for agents have particular skills.
  • I'm completely content with the way the product is.
Likelihood to Recommend
I think it's well suited for an enterprise environment. It's not suited to a carrier environment. There are limitations on the number of VDMs and skills and it doesn't provide IVR functionality, but other than that it's a great contact center solution.
September 10, 2023

Avaya Call Center Elite Review

BY
Bernard Yatauro
VP Sales
Cass (Financial Services, 51-200 employees)
Score 10 out of 10
Vetted Review
ResellerIncentivized
Use Cases and Deployment Scope
It's basically for incoming customer calls, queuing, and skills-based routing. So we take service calls, sales calls, and to a certain extent, collection calls.
Pros and Cons
  • The best feature of this product is its ability to scale and connect calls with individual people in a certain skill or in a certain work mode. So there's nothing like it. It has thousands of skills for thousands of different cues. It's fabulous.
  • It needs more omni points, which Avaya has addressed with the experience platform now. So that's its short form, but from a voice perspective, there's none like it.
Likelihood to Recommend
Any kind of large customer service based, whether it's transportation, whether it's financial, or consumer-based. Not as appropriate in internet sales companies or companies that are not voice-oriented, at least 50% of their business.
September 10, 2023

Avaya Call Center Elite Review

Verified User
Engineer in Sales
Entertainment Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
For call center functionality. So we use Call Center Elite for all of our call routing for ACD to take calls from customers, and guests to reach us in different ways. So we support a lot and we use the systems to get calls.
Pros and Cons
  • Avaya, especially with the Call Center Elite, they give a lot of great options for call centers because of the VNS and vector routing. A lot of different places have functions similar to it, but you can do a lot more specific routing and you can elaborate a lot more in your call flows. A lot of the other products, it just blends well with different Avaya systems and other adjuncts because they're very competitive and they can interact well.
  • I do feel that their support definitely needs a room for improvement. There is not a lot and I say that as in from the technology support side of it is the support definitely needs to be a lot better and that's because if we're running into troubles or issues, there's not a lot of help outside of when we go to Avaya to help fix it. We get a little down a bumpy road trying to get that fixed. The last time I was here, I worked up there.
Likelihood to Recommend
Again, with the call center functionality being the ACD and with the elite options, it allows you to really dive into making a cohesive call center. Especially our centers are very call-centric, with a lot of voice talent, so we have to be able to route to a lot of places and we have that ability and that ability to do so with the Avaya Elite product. Some rooms for improvement would be to, I would say, to make a little easier for administrators and technology people to understand the product. There's a lot of information out there that's very technical, but it's not always the technical pieces that you need.
July 12, 2023

Avaya Call Center Elite Review

Verified User
Employee in Customer Service
Airlines/Aviation Company, 10,001+ employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Our call center uses Avaya Call Center Elite, and a specific team attempts to use the mobile application. All our call center employees either work from home or are a hybrid, so the phone must work on home internet services. We also operate 24 hours a day 7 days a week so reliability is important.
Pros and Cons
  • It has great call quality.
  • The call recording is helpful.
  • It is easy to use.
  • The mobile app is terrible.
  • It auto logs off after 15 minutes.
Likelihood to Recommend
Avaya Call Center Elite is good for call centers when calls are constant, but our team is not always taking calls and the system logs itself off, which makes retrieving voicemails difficult. In my experience, there are constant sound issues, which are very frustrating and make the product seem cheap. It works for what we need it for but could be much better.
June 26, 2023

good for standar telephony based operations in CC

Verified User
Manager in Corporate
Furniture Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
we used at 2 CC teams through the customer journey (customer service and collection team) around 100 agents including both queues.<br>the thing is that we need to expedite resolution average time and CSAT for our customers, and the technology help us to improve conversation routing and resolution efectiveness, it's being a good journey with avaya , but we need to continue reaching value from the tech.<br>at this point the only thing is that some services are not longer optimzed on this application and i'm looking how to improve it (like APC).<br>
Pros and Cons
  • routing calls
  • monitoring a supervision
  • keep agents occupied
  • APC is not longer optimized
  • need more automation
Likelihood to Recommend
is good for large telephony operation but hard to integrate with API based techs
June 26, 2023

First Experience With Avaya Call Center Elite

Verified User
Engineer in Information Technology
Telecommunications Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use Call Center Elite to administer, manage, and configure call flows, agent administration, and manage our PBX switches. It allows us to have a central location to configure our Communication Manager but I think it needs something built in or a resource that can be easily accessible on how to use the different interfaces such as System Manager or Site Administrator.
Pros and Cons
  • The ability to implement mass changes to various agents
  • Information to status virtually all our hardware devices
  • Offering different interfaces to administer changes
  • More detailed information for status command
  • More built in features on how to use commands
Likelihood to Recommend
It is well suited in the management of our call center call flows and agents. I think it needs more work on how we manage and configure our internal PBX systems
June 26, 2023

Contact Center

Verified User
Engineer in Information Technology
Transportation/Trucking/Railroad Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
We use CC Elite to setup call queues and call handling treatments for each line of business.
Pros and Cons
  • Call queuing/priorities
  • Reporting capabilities
  • Uptime/resiliency
  • Major release upgrades are a pain
  • Bulk editing of stations would be nice. Or provide customers with ProVision.
Likelihood to Recommend
CC elite is critical for connecting our customers and our employees together. We have 18 specific business groups that are customer facing or internal. The Aura platform with CC Elite allows communication reliability we need every day. We have spent years with Avaya and almost all outages are around our network stability and not the phone system.

We would like to see some improvements when integrating with our third party systems.

June 23, 2023

CC Elite

Heather Gayle | TrustRadius Reviewer
Heather Gayle
Manager, IT Voice Technology Services
VyStar /Credit Union (Banking, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use the solution to support multiple contact centers in the company. We leverage Advocate with Reserve Level agents and different skill levels to support the CC needs for each CC business unit.
Pros and Cons
  • Multiple skills.
  • Skill-based routing.
  • Reporting
  • Actual Real-Time Reporting.
Likelihood to Recommend
We use CC Elite for all of our contact centers and even our current IVR - it easily allows us to move agents to a holding skill for server patches, etc.
June 23, 2023

Avaya review.

Verified User
Manager in Customer Service
Airlines/Aviation Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Service and Support Airline Customers. Provide self-serve options when it makes sense for them to use and connect Customers to Agents when self-serve options are insufficient. Deliver as much information and assistance to an agent when we are Connecting with a Customer.
Pros and Cons
  • Integration with Salesforce.
  • Advanced IVR.
  • Data access.
  • CMS thick client visualization.
Likelihood to Recommend
The initial configuration is complicated, but once launched, it's a good platform.
June 23, 2023

Great Experience with Avaya Elite.

SJ
Scott Jackson
Voice Services Department Leader
Edward Jones (Financial Services, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Contact Center Elite provides ACD for our company.
Pros and Cons
  • Excellent call routing.
  • Easy logic and programming.
  • Highly stable platform.
  • Easier IVR flow integration.
Likelihood to Recommend
Call routing for medium and very large corporate environments.
June 23, 2023

Exceptional Skills Based Agents.

Verified User
Engineer in Sales
Telecommunications Company, 51-200 employees
Score 9 out of 10
Vetted Review
ResellerIncentivized
Use Cases and Deployment Scope
Our Contact Center needed Skills and expertise to support the client base. Therefore we were able to have a skills-based agent who was able to support our Tier 1 clients with exceptional customer service.
Pros and Cons
  • Skills
  • Routing Capabilities.
  • Ease of use.
  • Multi-Channel integration.
  • GUI
  • License structure.
Likelihood to Recommend
Voice - Only agents who need skills ---- > best suited Multi-Channel Agents ----- > less appropriate.
June 23, 2023

Call Center Elite for government customers.

EC
Eduardo Castillo
Presales Manager
Electricity Company (Government Administration, 10,001+ employees)
Score 9 out of 10
Vetted Review
ResellerIncentivized
Use Cases and Deployment Scope
Call Center Elite is our main solution to give our customers the best functionalities for their CC operation. The functionalities for the agents, reporting, monitoring, statistics, and IVR interaction are very useful in order to have all the KPIs under control and give the confidence that our customers need to keep their operations at good levels.
Pros and Cons
  • Reporting
  • Statistics monitoring.
  • Agents interactions.
  • Dynamic IVR flows.
  • Social Media interaction.
  • Surveys
  • Integration with third soutions> ACEYUS, YOIZEN, for example.
Likelihood to Recommend
Well suited: Very dynamic IVR flows. Less appropriate: social media integrations.
June 23, 2023

Avaya Call Center elite Review.

MR
Michelle Reid
Sr. VoIP Engineer
University of West Georgia (Higher Education, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use it for our skilled agents both on-site and remotely. It allows for calls to be routed using vectoring and also allows us to run reporting software on different skills.
Pros and Cons
  • Skilled Routing.
  • Queuing
  • Customer satisfaction.
  • Programming agent skill states to change automatically.
  • Signaling when an agent is in ACW or AUX too long.
Likelihood to Recommend
Less appropriate for agents less than 3. More suited for larger Contact Centers with multiple skills.
June 23, 2023

Flexibility

Verified User
Manager in Information Technology
Financial Services Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use it to route all incoming calls through our operators, IT service desk, and IT after-hours support and business call center. It resolves long wait times and allows for after-hours support.
Pros and Cons
  • Flexibility for ways of routing calls to incoming agents.
  • Wide options through vectors.
  • Survivability across locations with ESS and LSP.
  • More dropdowns.
  • Generic vectors.
  • Copying/duplication of features vs. having to create everything from scratch.
Likelihood to Recommend
Extremely flexible and was able to allow us to rotate an on-call schedule for our IT after-hours support between 7 people and two countries.
June 23, 2023

My high level view.

Jeff Grant | TrustRadius Reviewer
Jeff Grant
Senior Product Owner
Southwest Airlines (Hospitality, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
The ability to manage our call priorities using the tool. Allows to ensure we provide expedited service to those calls we deem higher importance.
Pros and Cons
  • Call priority.
  • Routing
  • Advocacy
  • Reprioritizing while in the queue.
  • Jump to another queue.
Likelihood to Recommend
The ability to provide callback from within our queues is a big step for us. How can we provide the ability to channel up out of a phone queue to a digital channel?
June 23, 2023

Avaya Call Center Enjoy it!

Verified User
Employee in Engineering
Government Administration Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
The biggest problem was with the reports. And some issues with the quality sometimes, so we needed to restart it.
Pros and Cons
  • Quality
  • Routing
  • Upgrades
  • Reports
  • Confiability
  • Process Calls.
Likelihood to Recommend
For a big contact center, not sure if it will be working. With the small agents, we had bad quality.
June 23, 2023

Its elite... what else to say.

Verified User
Director in Information Technology
Information Technology & Services Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We currently use Elite as part of our Avaya stack for 50k+ agents supporting multiple clients across multiple countries. Elite provides us with a cost-effective, robust solution that allows us to deliver excellent services to our clients.
Pros and Cons
  • Robust solution.
  • Easy administration.
  • Easy interface for agents.
  • Integration to next-gen tools could be easier.
  • Updated UI on client apps.
Likelihood to Recommend
Suitable for any size contact center, especially relevant in blue light service scenarios where robust on-prem solutions are required.
June 23, 2023

Productivity and reports.

Verified User
C-Level Executive in Corporate
Real Estate Company, 1-10 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Within the contact center, I have used it to monitor and administrate agents' workflows.
Pros and Cons
  • Good Monitoring of agent productivity.
  • reports
  • routing
  • It could have some improvements to the routing.
Likelihood to Recommend
Very good reporting and ability to customize.
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