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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 …
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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 …
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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

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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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

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.

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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 8.4

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

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
ResellerIncentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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
June 26, 2023

Contact Center

Score 10 out of 10
Vetted Review
Verified User
  • 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.
June 23, 2023

Flexibility

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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