Skip to main content
TrustRadius
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…

Read more
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.
Continue reading

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
Read all reviews

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

View all pros & cons

Video Reviews

6 videos

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
Return to navigation

Pricing

View all pricing
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

Would you like us to let the vendor know that you want pricing?

1 person also want pricing

Alternatives Pricing

What is Avaya Experience Platform?

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…

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.

Return to navigation

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 8.4

Workforce Optimization (WFO)

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

7.2
Avg 8.3
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(48)

Attribute Ratings

Reviews

(1-25 of 32)
Companies can't remove reviews or game the system. Here's why
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 7 out of 10
Vetted Review
Verified User
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>
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
June 23, 2023

Avaya review.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
ResellerIncentivized
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.
June 23, 2023

Flexibility

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Return to navigation