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…
Avaya Call Center Elite Reviews
Avaya Call Center Elite Review
Avaya Call Center Elite Review
Avaya Call Center Elite Review
Avaya Call Center Elite Review
Avaya Call Center Elite Review
Avaya Call Center Elite Review
good for standar telephony based operations in CC
First Experience With Avaya Call Center Elite
Contact Center
CC Elite
Avaya review.
Very good Call Center system.
Great Experience with Avaya Elite.
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
- Call tracking (19)8.888%
- Call forwarding (20)8.585%
- Warm transfer (21)8.080%
- Validate callers (18)7.575%
Reviewer Pros & Cons
Video Reviews
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Pricing
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…
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- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
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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.
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.
- 7.3Agent dashboard(14) Ratings
Enables agents to track and view their individual and team performance.
- 7.5Validate callers(18) Ratings
Authenticates inbound callers with a customer ID.
- 6.8Outbound response(13) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.5Call forwarding(20) Ratings
Forwarding of calls to the appropriate agents.
- 7.6Click-to-call (CTC)(13) Ratings
Allows one-click calling for agents.
- 8Warm transfer(21) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.4Predictive dialing(11) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 7.2Interactive voice response(14) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 6.9REST APIs(9) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 7.8Call scripts(17) Ratings
Providing agents with a predefined conversation script.
- 8.8Call tracking(19) Ratings
Enables agents and managers to see the origin of the call.
- 5.2Multichannel integration(11) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 5.9CRM software integration(14) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8Inbound call routing(17) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.2Omnichannel inbound routing(8) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.3Recording(16) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.1Quality management(13) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 6.8Call analytics(15) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.2Historical reporting(17) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.2Live reporting(16) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 6.5Customer surveys(6) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 7.6Customer interaction analytics(9) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Tech Details
- FAQs
What is Avaya Call Center Elite?
Avaya Call Center Elite Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(48)Attribute Ratings
Reviews
(1-25 of 32)Avaya Call Center Elite
- 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.
Avaya Call Center Elite Reviews
- 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.
Avaya Call Center Elite Review
- 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.
Avaya Call Center Elite Review
- 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.
Avaya Call Center Elite Review
- The product will provide translations to our call center for agents have particular skills.
- I'm completely content with the way the product is.
Avaya Call Center Elite Review
- 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.
Avaya Call Center Elite Review
- 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.
Avaya Call Center Elite Review
- 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.
good for standar telephony based operations in CC
- routing calls
- monitoring a supervision
- keep agents occupied
- APC is not longer optimized
- need more automation
First Experience With Avaya Call Center Elite
- 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
Contact Center
- 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.
CC Elite
- Multiple skills.
- Skill-based routing.
- Reporting
- Actual Real-Time Reporting.
Avaya review.
- Integration with Salesforce.
- Advanced IVR.
- Data access.
- CMS thick client visualization.
Very good Call Center system.
- Skill-based routing.
- Redundancy
- Feature-rich.
- Stability
- Integration with digital channels.
Great Experience with Avaya Elite.
- Excellent call routing.
- Easy logic and programming.
- Highly stable platform.
- Easier IVR flow integration.
Exceptional Skills Based Agents.
- Skills
- Routing Capabilities.
- Ease of use.
- Multi-Channel integration.
- GUI
- License structure.
Call Center Elite for government customers.
- Reporting
- Statistics monitoring.
- Agents interactions.
- Dynamic IVR flows.
- Social Media interaction.
- Surveys
- Integration with third soutions> ACEYUS, YOIZEN, for example.
Avaya Call Center elite Review.
- Skilled Routing.
- Queuing
- Customer satisfaction.
- Programming agent skill states to change automatically.
- Signaling when an agent is in ACW or AUX too long.
Flexibility
- 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.
My high level view.
- Call priority.
- Routing
- Advocacy
- Reprioritizing while in the queue.
- Jump to another queue.
Avaya Call Center Enjoy it!
- Quality
- Routing
- Upgrades
- Reports
- Confiability
- Process Calls.
Its elite... what else to say.
- Robust solution.
- Easy administration.
- Easy interface for agents.
- Integration to next-gen tools could be easier.
- Updated UI on client apps.
Avaya Elite is Great for Skills Based Routing.
- Skills-Based Routing.
- Add more Vector Variables.
- Add more Skills Per Agent.
The Guru of On-premise Call center.
- Skills-based routing.
- Advanced Vectoring.
- Advanced reporting.
- Adding Multimedia capabilities.
Productivity and reports.
- Good Monitoring of agent productivity.
- reports
- routing
- It could have some improvements to the routing.