Avaya Call Center Elite Reviews and Ratings

Rating: 7.8 out of 10

Score

7.8 out of 10

Community insights

TrustRadius Insights for Avaya Call Center Elite are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Efficient User Management: Users have praised the product for efficiently managing users into groups, simplifying call flow and individual user management tasks. This feature streamlines operations and enhances organizational efficiency by saving time and ensuring seamless coordination among different user groups.

Skill-Based Routing: Reviewers appreciate the skill-based routing feature that ensures customers are connected with the appropriate group of agents easily, improving customer reach and overall satisfaction with service. This functionality optimizes customer interactions by directing them to the most qualified agents swiftly.

Impressive Reporting Capabilities: The reporting capabilities of the product, especially in terms of CMS-related reporting and effective call routing, have been highlighted by users as impressive tools for enhancing decision-making processes and optimizing call center performance. These robust reporting features empower users to monitor key metrics, make data-driven decisions, and continuously improve their call center operations.

Reviews

33 Reviews

Videos

Avaya Call Center Elite review

Rating: 8 out of 10

Incentivized

October 24, 2025

Use Cases and Deployment Scope

It addresses the concern of properly distributing clients calls to the proper department and agent.

Pros

Automatic call distribution
Interactive voice response
Agent handling

Cons

Making the functions more applicable to the individual company.
A function that blocks out noise, typing sounds, and mute notification
Headsets can cause ear pain after an 8+ hour shift.

Likelihood to Recommend

The Avaya Call Center Elite provides great data for management. Its tracks volume of calls, times of call, etc and allows for numbers to be the proof. Avaya Call Center Elite played a major role in me being promoted at [...] due to it tracking the high volume of calls and exceeding my numbers.

Niya Sutherland

RSS at ComPsych (501-1000 employees)

Vetted Review

2 years of experience

Avaya Call Center Elite

Rating: 10 out of 10

Incentivized

September 10, 2023

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

I like how it's able to manage the users into the groups basically.

Cons

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.

Verified User

Employee in Information Technology (5001-10,000 employees)

Vetted Review

10 years of experience

Avaya Call Center Elite Reviews

Rating: 10 out of 10

Incentivized

September 10, 2023

Use Cases and Deployment Scope

Control our incoming call center as well as the agents using the call center.

Pros

Call flow as well as the detailed management of individual users and what queues they're in.

Cons

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.

Verified User

Engineer in Information Technology (5001-10,000 employees)

Vetted Review

9 years of experience

Avaya Call Center Elite Review

Rating: 8 out of 10

Incentivized

September 10, 2023

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

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.

Cons

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.

Pamela Johnnicans

Senior Network Engineer at Southern Company (10,001+ employees)

Vetted Review

20 years of experience

Avaya Call Center Elite Review

Rating: 6 out of 10

Incentivized

September 10, 2023

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

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.

Cons

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.

Fern Taylor

Product Owner - AI Omnichannel in Information Technology at Southern Company (1001-5000 employees)

Vetted Review

13 years of experience

Avaya Call Center Elite Review

Rating: 10 out of 10

Incentivized

September 10, 2023

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

The product will provide translations to our call center for agents have particular skills.

Cons

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.

Alan Meade

Voice Architect in Information Technology at Universal Studios (10,001+ employees)

Vetted Review

20 years of experience

Avaya Call Center Elite Review

Rating: 10 out of 10

Incentivized

September 10, 2023

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

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.

Cons

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.

Bernard Yatauro

VP Sales in Sales at Cass (51-200 employees)

Vetted Review

Reseller

24 years of experience

Avaya Call Center Elite Review

Rating: 8 out of 10

Incentivized

September 10, 2023

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

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.

Cons

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.

Verified User

Engineer in Sales (10,001+ employees)

Vetted Review

7 years of experience

Avaya Call Center Elite Review

Rating: 5 out of 10

Incentivized

July 12, 2023

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

It has great call quality.
The call recording is helpful.
It is easy to use.

Cons

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.

Verified User

Employee in Customer Service (10,001+ employees)

Vetted Review

1 year of experience

good for standar telephony based operations in CC

Rating: 7 out of 10

June 26, 2023

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.

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.

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).

Pros

routing calls
monitoring a supervision
keep agents occupied

Cons

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

Verified User

Manager in Corporate (1001-5000 employees)

Vetted Review

7 years of experience

Loading Reviews List....

Video reviews

View playlist

Home
,
Contact Center
,
Avaya Call Center Elite
,
Reviews and Ratings

Avaya Call Center Elite Review

Rating: 6 out of 10

Incentivized

September 10, 2023

Use Cases and Deployment Scope

Pros

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.

Cons

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

Fern Taylor

Product Owner - AI Omnichannel in Information Technology at Southern Company (1001-5000 employees)

Vetted Review

13 years of experience