Avaya Call Center Elite

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 …

Avaya Call Center Elite Reviews

10 out of 10

September 10, 2023

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

Avaya Call Center Elite Review

8 out of 10

September 10, 2023

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 …

Avaya Call Center Elite Review

6 out of 10

September 10, 2023

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 …

Avaya Call Center Elite Review

10 out of 10

September 10, 2023

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 …

Avaya Call Center Elite Review

10 out of 10

September 10, 2023

It's basically for incoming customer calls, queuing, and skills-based routing. So we take service calls, sales calls, and to a certain …

Avaya Call Center Elite Review

8 out of 10

September 10, 2023

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 …

Avaya Call Center Elite Review

5 out of 10

July 12, 2023

Our call center uses Avaya Call Center Elite, and a specific team attempts to use the mobile application. All our call center employees …

good for standar telephony based operations in CC

7 out of 10

June 26, 2023

we used at 2 CC teams through the customer journey (customer service and collection team) around 100 agents including both queues.<br>the …

First Experience With Avaya Call Center Elite

7 out of 10

June 26, 2023

We use Call Center Elite to administer, manage, and configure call flows, agent administration, and manage our PBX switches. It allows us …

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.

CC Elite

10 out of 10

June 23, 2023

We use the solution to support multiple contact centers in the company. We leverage Advocate with Reserve Level agents and different skill …

Avaya review.

8 out of 10

June 23, 2023

Service and Support Airline Customers. Provide self-serve options when it makes sense for them to use and connect Customers to Agents when …

Very good Call Center system.

10 out of 10

June 23, 2023

Inbound call center with reporting and voice recording.

Great Experience with Avaya Elite.

10 out of 10

June 23, 2023

Contact Center Elite provides ACD for our company.

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

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.

Verified User

Employee in Information Technology

Medical Device Company, 5001-10,000 employees

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.

Verified User

Engineer in Information Technology

Medical Device Company, 5001-10,000 employees

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

View all pricing

Avaya Call Center Elite

N/A

Unavailable

What is Avaya Call Center Elite?

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

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

$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.

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

7.3
Agent dashboard
(14) Ratings
Enables agents to track and view their individual and team performance.
7.5
Validate callers
(18) Ratings
Authenticates inbound callers with a customer ID.
6.8
Outbound response
(13) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
8.5
Call forwarding
(20) Ratings
Forwarding of calls to the appropriate agents.
7.6
Click-to-call (CTC)
(13) Ratings
Allows one-click calling for agents.
8
Warm transfer
(21) Ratings
Allows current agent to speak with new agent before call is transferred.
7.4
Predictive dialing
(11) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
7.2
Interactive voice response
(14) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
6.9
REST APIs
(9) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
7.8
Call scripts
(17) Ratings
Providing agents with a predefined conversation script.
8.8
Call tracking
(19) Ratings
Enables agents and managers to see the origin of the call.
5.2
Multichannel 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
5.9
CRM 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.

7.2

Avg 8.3

8
Inbound 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.
7.2
Omnichannel 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.
7.3
Recording
(16) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
7.1
Quality management
(13) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
6.8
Call 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..
7.2
Historical reporting
(17) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
7.2
Live 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.
6.5
Customer surveys
(6) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
7.6
Customer 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 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 Systems	Unspecified
Mobile Application	No

Frequently Asked Questions

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).

Comparisons

View all alternatives

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Reviews and Ratings

(47)

Attribute Ratings

Reviews

(1-25 of 32)

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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

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 10, 2023

Avaya Call Center Elite Review

Pamela Johnnicans

Senior Network Engineer

Southern Company (Utilities, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 10, 2023

Avaya Call Center Elite Review

Fern Taylor

Product Owner - AI Omnichannel

Southern Company (Utilities, 1001-5000 employees)

Score 6 out of 10

Vetted Review

Verified User

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 10, 2023

Avaya Call Center Elite Review

Alan Meade

Voice Architect

Universal Studios (Entertainment, 10,001+ employees)

Score 10 out of 10

Vetted Review

Verified User

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

September 10, 2023

Avaya Call Center Elite Review

Bernard Yatauro

VP Sales

Cass (Financial Services, 51-200 employees)

Score 10 out of 10

Vetted Review

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

76.15384615384615%

7.6

Agent dashboard: 80%
8.0
Validate callers: 90%
9.0
Outbound response: 60%
6.0
Call forwarding: 80%
8.0
Click-to-call (CTC): 80%
8.0
Warm transfer: 100%
10.0
Predictive dialing: 90%
9.0
Interactive voice response: 80%
8.0
REST APIs: 80%
8.0
Call scripts: 50%
5.0
Call tracking: 100%
10.0
Multichannel integration: 50%
5.0
CRM software integration: 50%
5.0

Workforce Optimization (WFO) (9)

67.77777777777777%

6.8

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 40%
4.0
Recording: 40%
4.0
Quality management: 40%
4.0
Call analytics: 70%
7.0
Historical reporting: 90%
9.0
Live reporting: 80%
8.0
Customer surveys: 70%
7.0
Customer interaction analytics: 80%
8.0

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (7)

52.857142857142854%

5.3

Agent dashboard: 60%
6.0
Validate callers: 80%
8.0
Outbound response: N/A
N/A
Call forwarding: 80%
8.0
Warm transfer: 50%
5.0
Interactive voice response: 50%
5.0
Call tracking: 50%
5.0

Workforce Optimization (WFO) (4)

67.5%

6.8

Inbound call routing: 70%
7.0
Call analytics: 70%
7.0
Historical reporting: 70%
7.0
Live reporting: 60%
6.0

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (12)

87.5%

8.8

Agent dashboard: N/A
N/A
Validate callers: 100%
10.0
Outbound response: 100%
10.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Predictive dialing: 100%
10.0
Interactive voice response: 100%
10.0
REST APIs: 100%
10.0
Call scripts: 100%
10.0
Call tracking: 100%
10.0
CRM software integration: 50%
5.0

Workforce Optimization (WFO) (9)

70%

7.0

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: 80%
8.0
Live reporting: 50%
5.0
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

CC Elite

Heather Gayle

Manager, IT Voice Technology Services

VyStar /Credit Union (Banking, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Avaya Call Center Elite Feature Ratings

Contact Center Software (3)

100%

10.0

Agent dashboard: 100%
10.0
Call forwarding: 100%
10.0
Warm transfer: 100%
10.0

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (10)

47%

4.7

Agent dashboard: 100%
10.0
Validate callers: 80%
8.0
Outbound response: 80%
8.0
Warm transfer: 80%
8.0
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: 60%
6.0
Multichannel integration: N/A
N/A
CRM software integration: 70%
7.0

Workforce Optimization (WFO) (9)

40%

4.0

Inbound call routing: 80%
8.0
Omnichannel inbound routing: N/A
N/A
Recording: 60%
6.0
Quality management: 70%
7.0
Call analytics: 60%
6.0
Historical reporting: 50%
5.0
Live reporting: 40%
4.0
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

Very good Call Center system.

Sethy Koy

BDM

First Cambodia (Financial Services, 11-50 employees)

Score 10 out of 10

Vetted Review

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

81.53846153846153%

8.2

Agent dashboard: 60%
6.0
Validate callers: 90%
9.0
Outbound response: 80%
8.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Predictive dialing: 80%
8.0
Interactive voice response: 100%
10.0
REST APIs: 60%
6.0
Call scripts: 80%
8.0
Call tracking: 100%
10.0
Multichannel integration: 40%
4.0
CRM software integration: 70%
7.0

Workforce Optimization (WFO) (1)

90%

9.0

Recording: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

Great Experience with Avaya Elite.

Scott Jackson

Voice Services Department Leader

Edward Jones (Financial Services, 10,001+ employees)

Score 10 out of 10

Vetted Review

Verified User

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

53.07692307692307%

5.3

Agent dashboard: N/A
N/A
Validate callers: 100%
10.0
Outbound response: N/A
N/A
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: 100%
10.0
Call tracking: 90%
9.0
Multichannel integration: N/A
N/A
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

Exceptional Skills Based Agents.

Verified User

Engineer in Sales

Telecommunications Company, 51-200 employees

Score 9 out of 10

Vetted Review

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

63.846153846153854%

6.4

Agent dashboard: 70%
7.0
Validate callers: 80%
8.0
Outbound response: 70%
7.0
Call forwarding: 80%
8.0
Click-to-call (CTC): 70%
7.0
Warm transfer: 100%
10.0
Predictive dialing: 90%
9.0
Interactive voice response: 100%
10.0
REST APIs: 20%
2.0
Call scripts: 70%
7.0
Call tracking: 60%
6.0
Multichannel integration: 10%
1.0
CRM software integration: 10%
1.0

Workforce Optimization (WFO) (9)

85.55555555555556%

8.6

Inbound call routing: 90%
9.0
Omnichannel inbound routing: 90%
9.0
Recording: 90%
9.0
Quality management: 100%
10.0
Call analytics: 70%
7.0
Historical reporting: 60%
6.0
Live reporting: 100%
10.0
Customer surveys: 70%
7.0
Customer interaction analytics: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

Call Center Elite for government customers.

Eduardo Castillo

Presales Manager

Electricity Company (Government Administration, 10,001+ employees)

Score 9 out of 10

Vetted Review

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

92.30769230769229%

9.2

Agent dashboard: 90%
9.0
Validate callers: 100%
10.0
Outbound response: 100%
10.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 90%
9.0
Predictive dialing: 90%
9.0
Interactive voice response: 100%
10.0
REST APIs: 80%
8.0
Call scripts: 90%
9.0
Call tracking: 90%
9.0
Multichannel integration: 80%
8.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

91.11111111111111%

9.1

Inbound call routing: 90%
9.0
Omnichannel inbound routing: 90%
9.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: 100%
10.0
Live reporting: 90%
9.0
Customer surveys: 70%
7.0
Customer interaction analytics: 80%
8.0

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

Avaya Call Center elite Review.

Michelle Reid

Sr. VoIP Engineer

University of West Georgia (Higher Education, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Avaya Call Center Elite Feature Ratings

Contact Center Software (7)

78.57142857142857%

7.9

Agent dashboard: 80%
8.0
Validate callers: 80%
8.0
Call forwarding: 90%
9.0
Warm transfer: 100%
10.0
Call scripts: 100%
10.0
Call tracking: 100%
10.0
CRM software integration: N/A
N/A

Workforce Optimization (WFO)

N/A

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

7.6923076923076925%

0.8

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: 100%
10.0
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

11.11111111111111%

1.1

Inbound call routing: 100%
10.0
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

My high level view.

Jeff Grant

Senior Product Owner

Southwest Airlines (Hospitality, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

70.76923076923077%

7.1

Agent dashboard: 70%
7.0
Validate callers: 80%
8.0
Outbound response: 80%
8.0
Call forwarding: 80%
8.0
Click-to-call (CTC): 60%
6.0
Warm transfer: 80%
8.0
Predictive dialing: N/A
N/A
Interactive voice response: 90%
9.0
REST APIs: 100%
10.0
Call scripts: 80%
8.0
Call tracking: 80%
8.0
Multichannel integration: 60%
6.0
CRM software integration: 60%
6.0

Workforce Optimization (WFO) (9)

63.33333333333333%

6.3

Inbound call routing: 80%
8.0
Omnichannel inbound routing: N/A
N/A
Recording: 80%
8.0
Quality management: 80%
8.0
Call analytics: 80%
8.0
Historical reporting: 80%
8.0
Live reporting: 90%
9.0
Customer surveys: N/A
N/A
Customer interaction analytics: 80%
8.0

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

64.61538461538461%

6.5

Agent dashboard: 80%
8.0
Validate callers: 70%
7.0
Outbound response: 80%
8.0
Call forwarding: 60%
6.0
Click-to-call (CTC): 70%
7.0
Warm transfer: 80%
8.0
Predictive dialing: 60%
6.0
Interactive voice response: 70%
7.0
REST APIs: 60%
6.0
Call scripts: 70%
7.0
Call tracking: 80%
8.0
Multichannel integration: 60%
6.0
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

48.88888888888889%

4.9

Inbound call routing: 70%
7.0
Omnichannel inbound routing: N/A
N/A
Recording: 40%
4.0
Quality management: 60%
6.0
Call analytics: 60%
6.0
Historical reporting: 50%
5.0
Live reporting: 50%
5.0
Customer surveys: 50%
5.0
Customer interaction analytics: 60%
6.0

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

6.153846153846154%

0.6

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: 80%
8.0
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

Avaya Elite is Great for Skills Based Routing.

Verified User

Manager in Customer Service

Hospitality Company, 5001-10,000 employees

Score 10 out of 10

Vetted Review

Verified User

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

15.384615384615385%

1.5

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: 100%
10.0
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: 100%
10.0
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

33.333333333333336%

3.3

Inbound call routing: 100%
10.0
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: 100%
10.0
Historical reporting: 100%
10.0
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

The Guru of On-premise Call center.

Verified User

Executive in Corporate

Information Services Company, 1-10 employees

Score 10 out of 10

Vetted Review

Avaya Call Center Elite Feature Ratings

Contact Center Software (8)

87.5%

8.8

Validate callers: 100%
10.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Interactive voice response: 100%
10.0
Call tracking: 100%
10.0
Multichannel integration: N/A
N/A
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (1)

100%

10.0

Recording: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

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

Avaya Call Center Elite Feature Ratings

Contact Center Software (13)

70.76923076923077%

7.1

Agent dashboard: 90%
9.0
Validate callers: 80%
8.0
Outbound response: 80%
8.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 80%
8.0
Warm transfer: 90%
9.0
Predictive dialing: 80%
8.0
Interactive voice response: 80%
8.0
REST APIs: 80%
8.0
Call scripts: N/A
N/A
Call tracking: 90%
9.0
Multichannel integration: 80%
8.0
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

40%

4.0

Inbound call routing: 90%
9.0
Omnichannel inbound routing: 90%
9.0
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: 100%
10.0
Live reporting: 80%
8.0
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A