Name: Avaya Contact Center Select
Rating: 7.3 (7 reviews)
Author: Imperium Software Technologies

Help Desk

Web and Video Conferencing

Customer Support

Agile Development

Image Recognition

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Contract Management

Streaming Analytics

Supply Chain Management

Enterprise

Accounting

Cash Flow Management

Crypto Asset Management

Investor Relations

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Technical Skills Assessment

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Data Integration

Data Mapping

Debugging

Edge Computing

Event Monitoring

Fraud Detection

IT Asset Disposal

Integration Platform as a Service (iPaaS)

Internet Security

License Management

Managed Hosting

Master Data Management (MDM)

Network Diagnostics

Network Performance Monitoring

NoSQL Databases

Packet Analyzer

Security Analytics

Storage Management

Tape Storage

Unified Endpoint Management (UEM)

WAN Optimization

Web Content Filtering

Wireless LAN

Wireless WAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Community

Content Management

Digital Rewards

Email Marketing

Marketing Analytics

Marketing Automation

Predictive Analytics

Social Media Analytics

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

Lead-to-Account Matching and Routing

Sales

Microsegmentation

Security

Animal Shelter

Animation

Computer-Aided Design (CAD)

Construction Management

Debt Collection

Tax Practice Management

Vertical-Specific

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Easy to use and user-friendly interface: Many users have found Avaya Contact Center Select to be very easy to use, praising its user-friendly interface. They appreciate that the software's functions can be quickly learned, making it accessible for new users.

Comprehensive call management capabilities: Reviewers emphasize the importance of various options available when receiving a call, such as hold time, ACW selection, transferring, and conference. This highlights Avaya Contact Center Select's capability to handle different aspects of call management effectively.

Detailed reporting and performance analysis: Users appreciate the detailed reports provided by Avaya Contact Center Select. They mention that the reporting wizard allows for the generation of a wide range of reports, enabling businesses to gain valuable insights and analyze performance metrics.

Configuration Challenges: Some users have expressed frustration with the configuration process, noting that at times all configurations are unexpectedly erased, forcing them to start the process again.

Limited Functionality: Users have mentioned that additional add-ons are necessary to achieve the desired level of customer experience, suggesting potential limitations in the software's functionality.

Sign-On Issues and Disruptions: Several users have reported encountering issues and errors during sign-on, which has caused disruptions in their workflow.

Users of Avaya Contact Center Select have had a positive experience with the software, finding it reliable and without any issues during their calls. Agents and supervisors have praised the software for its ease of use, considering it a great tool that enhances their overall experience. Compared to previous solutions, this software system has proven to be excellent, surpassing performance expectations. Customers who have purchased the TAM package have found the support to be good and helpful. However, it is worth noting that the cost of the software is significant and should be taken into consideration. Regular upgrades are necessary to maintain functionality and keep the software up to date.

One of the key use cases of Avaya Contact Center Select is its efficiency in call management through its automated dialing feature. This feature allows users to efficiently handle calls, saving time and improving productivity. Users have found this aspect of the software to work well, providing effective call management capabilities.

Another important use case of Avaya Contact Center Select is its role in enhancing agent and supervisor productivity through its user-friendly interface. Agents and supervisors find this software to be a great tool that simplifies their tasks, making their overall experience more enjoyable. The ease of navigation and intuitive design allow them to easily access the features they need, ultimately improving their efficiency and effectiveness in delivering customer service.

However, some users have expressed concerns about the reporting capabilities of Avaya Contact Center Select. They feel that the reporting features could be more robust and provide more comprehensive insights into call center performance. This feedback suggests that while the software excels in other areas, there is room for improvement when it comes to reporting functionality.

Overall, users consider Avaya Contact Center Select as one of the best call center software they have used due to its reliability, ease of use, and overall performance. It offers valuable features such as automated dialing for efficient call management and a user-friendly interface that enhances agent and supervisor productivity. However, potential customers should be aware of the significant cost and the need for regular upgrades to maintain the software's functionality.

Self-Serve Customer Service Solution

Canadian company Mitel offers MiContact Center, a call and contact center solution designed for both small businesses and larger enterprises. It comes in several different iterations that support various needs and use cases.

Brightmetrics for Mitel MiContact Center

Avaya Contact Center Select

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Imperium Software Technologies

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.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

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

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

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

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

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.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

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..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

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.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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