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Avaya Experience Platform

Avaya Experience Platform
Formerly Avaya OneCloud CCaaS

Overview

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…

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Recent Reviews

On the way to being full package

8 out of 10
March 31, 2024
Avaya OneCloud CCaaS 's ability to route and reroute call traffic to meet our needs has been a game changer. We feel like we are more …
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Yeyyy AEP

10 out of 10
May 05, 2023
Incentivized
The Avaya Experience Platform was utilized by one of our customers in FIS. They use this as a contact center platform across all channels …
Continue reading
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 forwarding (33)
    9.0
    90%
  • Warm transfer (33)
    8.7
    87%
  • Inbound call routing (34)
    8.5
    85%
  • Agent dashboard (33)
    8.0
    80%

Reviewer Pros & Cons

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Video Reviews

2 videos

Avaya Experience Platform Review | Telecom Administrator doesn't mince words
02:55
Technical Analyst breaks silence | Avaya Experience Platform Review
05:15
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Pricing

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Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.avaya.com/en/products/ccaas…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $48 per month
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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.

8.4
Avg 8.3

Workforce Optimization (WFO)

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

8.2
Avg 8.2
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Product Details

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 of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive new business outcomes.

Avaya Experience Platform Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Avaya Experience Platform Competitors

Avaya Experience Platform Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Avaya Experience Platform starts at $48.

NICE CXone, Five9, and Genesys Cloud CX are common alternatives for Avaya Experience Platform.

Reviewers rate Call forwarding and Call tracking and Multichannel integration highest, with a score of 9.

The most common users of Avaya Experience Platform are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(190)

Attribute Ratings

Reviews

(1-25 of 52)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Avaya OneCloud CCaaS 's ability to route and reroute call traffic to meet our needs has been a game changer. We feel like we are more in control of our flows and assignments to agents. This was a level up from our old system. As long as there is enough processing power from the desktops it performs excellent.
  • call routing
  • skills for agents
  • it also brings in other arms of the business for unified approach
  • it demands a lot of CPU
  • better drop downs
  • on the fly changes for skills
The multimedia dimension of Avaya OneCloud CCaaS is next level and something that they do better than others and are well suited. A scenario that is less suited for Avaya OneCloud CCaaS is the outbound self service, whereas it is a very good service it still has room to grow to be fully auto. I think they will conquer this in time though.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use the Avaya Experience Platform while I am working by using CMS, as well as when I am working remotely while using Avaya Workplace. So far, I haven’t had any issues with the products. Everything is great.
  • Avaya Workplace
  • CMS
  • Avaya IP phones
A scenario I have used that is well suited is having Workplace on my computer to mirror my desk phone. It is a great feature and I love it.
February 27, 2024

analog/digital to VoIP

Brian Marcus | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Avaya is being used for the everyday telephone communications of the hospital. From the announcing system to the paging it was able to do what has been required since it was installed. The system is easily upgraded with additional features without replacing major components. The features make the operations easier for the user and the customers we serve.
  • Support is always available when needed as well as being able to ask questions about different issues that might arise.
  • Easily able to modify the system to accommodate the users and incoming telephone lines.
  • User-friendly for the end users to access their phone's features and voicemail.
  • My system is using digital and analog phones where we are trying to upgrade to VoIP phones. The features and functionality of these phones are so much easier to use, but the system does not allow for automatically finding the system to use. It does not integrate well with other security features installed by the company.
Avaya is great for VoIP setup, maintenance, and deployment in a highly evolving area. Hospitals have multiple areas and sometimes need their phones repaired quickly to be profitable. These phones are easily switched out and programmed for the area of deployment. The customer and clients have a better experience due to the features provided or able to be upgraded to later.
Score 9 out of 10
Vetted Review
Verified User
This is where you should go for all your staff and customer service needs. There are a lot of useful tools on the Avaya Experience Platform.​ You can talk, write, chat, and use voice. Customers can expect the same smooth experiences with the company on all platforms because of this. We can stay in touch with our customers because we use Avaya Aura as our phone system.
  • Keeping large teams productivity and personnel under control.
  • All calls are documented in a uniform and legible fashion.
  • Streamlining the workflow is made easier.
  • The stability of the browser across different platforms.
  • There was a lack of clarity in the setting process in my opinion.
  • There can be no intergration with third parties in my experience.
I like this tool for restoring service during outages, and the way we use it enables us maximize downtime and prior acts. The corporate network is open to anyone with credentials and a browser. I use the program most because I think IT pros will like its new features, notably the AI. Design was smart, and the speed dial works well.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I use this product in my organization to supplement all of our agencies to fulfill their day-to-day processes. So the scope of my use case is to capitalize off of downtime. We want to make sure our employees and our customers are operating at their top, their full potential.
  • The analytics are great.
  • More like the timing of the retrieval and response time that we get. I think that we would need to ensure to make it better.
Appropriate. I think it's well suited when we have outages to bring this software back and the way we like to implement it, it does a phenomenal way of getting things back up and we're able to piggyback off of the time of the downtime and what it's been doing.
August 01, 2023

CM in Avaya

Gustavo Alonso | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have a call Center with 1800 Agents, I support within my Team all the organization. We have 16 different lines of IVR routines for all lines of Business. The IVR is integrated with 2 CRM (Saleforce and Microsoft Dinamics). Our Agent are connectec to the CRM Saleforce connector using One-x in the backgrond. We have more than 5000 SIP sessions to support our customers.
  • Manage of IVR customers
  • IVR integrated with text to speech
  • CMS integration with Yoizen reportery
  • Change the auto answer feature, according to differt customer
  • Authentication o Bio-metrics
  • Ways to program the IVR
For Banking companies as us, is perfect, we have customers for all Privade Banks in Argentina.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Contact Centre - digital and social interactions for both Sales and support.
  • Digital Interaction
  • Consolidated Reporting
  • Blended Agents
  • Interaction with our on premise voice pabx
Well suited for Messenger and Whatsapp interactions, Text
Not as well suited with the voice WFO products
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I use Avaya Experience Platform to monitor our servers, look at certificate expirations, and to get a snapshot of the health of our Avaya system.
  • Provides accurate data
  • Houses accurate certifications and status'
  • Gives a good health check snapshot for key stakeholders
  • Latency in reporting
  • Latency in launching
  • I would like the ability to customize AEP dashboards per user
When or call volume fluctuates, or we have reports of call degradation, we look to AEP to provide a health check for servers and systems.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We are Colombian BPO Company, We manage the services of many clients under AVAYA platform, we are implementing omnichannel services for most of clients. <br><br>We are interesting in channels integration under one platform or a platform that have the ability to connect other software solutions. Also interested in AI integration to improve channels efficiency
  • The stability or business continuity
  • Technical support
  • Innovation
  • Social Network channel
  • Integrate IA
Based in many years of experience AVAYA has a good support and stability, they have been developing the cloud solution and strategic alliances with innovator's companies.

The number of clients in different industries, number of licenses are impressive.

They value offer is according with the market needs and working to go further.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Communication with different generations and people of different economic means needing flexibility and variety. Avaya Experience Platform gives up the options we need to reach prospective, returning, and current students, not to mention keeping in contact with other faculty and staff!
  • The app and the ability to use the "office" phone while on the road.
  • There's an easy implementation and training process to get everyone on board quickly.
  • Flexibility of transferring calls to different mediums - I can switch a phone call to a conference or patch in other parties with ease.
  • As an end user (and not part of our IT department), I would love to get updates from Avaya Experience Platform on my own to see other ways to use the product.
  • Is there a YouTube channel? Sometimes I'm looking for directions on how to do something and would love to be able to look things up on YouTube.
  • I would like to be able to see availability of people in a web page format. For example, if I am looking for someone in financial aid to transfer a student, I would want to look for someone showing as "available" - meaning at the phone and not in a meeting.
There is no other company that has the history, reliability, and a finger on the pulse of what's new in technology!
May 05, 2023

Yeyyy AEP

Score 10 out of 10
Vetted Review
Verified User
Incentivized
The Avaya Experience Platform was utilized by one of our customers in FIS. They use this as a contact center platform across all channels and analytics. There was an AI involved which makes it easier. You can hear everything you need and you can do Noise Removal for the conversations.
  • AI noise cancellation
  • Personalization
  • Smarter
  • Functions are a little confusing
  • Slow mobile app
  • Ringing not synced between web and app
I like this apps because it has new features that an IT personnel like especially AI part. The design was well thought and has great feature for speed dial. the clients were able to complete event and csse. I also notice that it doesn’t crash which makes it reliable. Way to with improvement.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
We use the Avaya Experience Platform for eight individual call centers. We started using the product mid-pandemic to allow our agents to work from home and continue functioning as though they were still in the office. This allowed us to carry on business while still following government guidelines. Now that restrictions are loosening with the pandemic, we are continuing to use the product to provide a more flexible work environment for staff.
  • A dashboard that is available for agents is helpful in providing them with detailed information about the status of the call center.
  • Supervisors have a lot of information available to them regarding agent status and the status of their call center as a whole (i.e., customer service levels, etc.).
  • Calls are automatically terminated at an agent and do not allow for the agent to "manually" answer the incoming call. This is very problematic as agents are not able to prepare properly for incoming calls. In addition, agents have stepped away from their desks and forgotten to put themselves in an away status, and calls have been directed to them, and they just sit there with no agent present. This is a very undesirable feature of the system.
  • Password resets are extremely problematic and continuously cause problems for users. Agents are prompted to change their password upon expiry, and when they follow the instructions as outlined, it rarely works and ends up needing a full reset. The challenge questions are useless and do not work at all.
  • Support can be a bit challenging as there are definite language barriers that have made both explaining the problem and understanding the recommended solution difficult.
  • The system is sometimes unreliable and will randomly log agents out with no explanation. Agents are then advised by support to log out, clear cache, and log back in. This is not feasible in a busy call center.
The Avaya Experience Platform is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It's used along with other multi-experience contact center tools. It's used to connect to different servers in other parts of the world where the company is located and access information in the cloud to offer support via chat, email, and phone calls, mostly. This is to offer services to users worldwide no matter where the agent or worker is located, while always having access to crucial information and databases.
  • Allows sharing and accessing databases in the cloud
  • Digital voice channel is easy to use
  • Performance and workforce management for large teams
  • Can have stability issues
  • Could allow for a more personalized interface
  • Could have a more intuitive interface for UX
It was the most important tool in my contact center environment. For the job, it was useful to keep everything synced and in a single place, for example, to make calls, receive inbound calls, access Co-browsing, and use multiple other tools linked through Avaya itself. It is very useful for jobs that have to be closely monitored by management or that have lots of employees. It also is useful for fast-paced tasks that need quick access to databases and tools.
Gustavo Alves | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Avaya is one of the main tools used within our company when it comes to communicating with customers. Our company is focused on that, so we use other systems as well. Awaya allows us to contact customers, transfer them to other agents to combine information and be able to perform the service successfully and efficiently.
  • Connection system
  • Fluid and easy-to-use layout
  • Sometimes there are a lot of problems when transferring the call to another sector, the program gives an error and we can't
  • Sometimes the program is slow and impairs productivity
I would recommend for practicality, it is easy to use, in addition to being super fast when you are not having problems with slowness. I would recommend it to companies that started operations recently and have the budget to bear the costs.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform is one of the best solutions in the market as it makes your business experience for the customers much more satisfying, easy, and cost-effective. So in this, there is AI, which is artificial intelligence. [...] As soon as [the] customer asks a question, the system processes it and generates [the question] in front of the employee to answer [the] clients. I mean, how amazing is it? Your employees don't have to keep notes or to store everything in their minds. Very easy to use tool.
  • Manages voice, video, and social platform
  • Communication optimization
  • Tool for measurement
  • Incredible data precision
  • No third party integration should be there
  • Virtual features required
  • Some glitches needs to be worked on
  • Quality of call recording
It [Avaya Experience Platform] is best suitable for call centers, [and] any company wherein customer care is required. [...] This is a must set up as it connects everything so well like voice and video and [people] working from home as customer service need this for sure.
Score 8 out of 10
Vetted Review
Verified User
Avaya Experience Platform is being used by my previous company as customer support and customer experience solution. It was used by up to 500 users on a daily basis as a part of their tasks as call center agents. Avaya Experience Platform is one of the best and reliable tools to deal with.
  • Pricing
  • Easy to manage and use
  • Scalability as it's on the cloud
  • Near to no downtime
  • Customer experience features
  • 3rd Party integrations
  • Multiple devices responsiveness on browser
  • Need more virtual/cognitive assistants features
Well-suited solution and I recommend it for the customers preferring the cloud solutions. The setup, maintenance, and deployment are very easy. The advantage here is that it Avaya Experience Platform can be scaled up with your business growth. The high availability of the solution makes your business support very stable, so you can handle your customers with no kind of reliability interruptions.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform is used in the whole organization delivering good results so far. It addresses multiple issues and it's very effective to have those issues solved in a timely manner, this just turned out to be the best choice we'd ever had for software to help improve our company.
  • Cloud services
  • Good to handle contacts (calls, chats and more).
  • Responsive and good software.
  • Lack of customization.
  • Can improve in call recordings quality.
  • It glitches sometimes.
Since we started using Avaya Experience Platform, we've noticed a big improvement in every area of our company, which is easy-to-use and user-friendly. I'm not that tech-savvy or anything, but, for me, it is super easy to adapt to this software. I think this is the reason why our company has had that big window of improvement.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform has been a great tool to allow our organization to engage with our customers, it delivers our voice to provide live support and also provides us with advanced self-service automation and employee productivity tools. This allows our company to build a true call center on the cloud, just like cloud customer service.
  • Advanced self-service automation
  • Employee productivity tools
  • Call and screen recording
  • Bring lower prices
  • Offer more plan options
  • Spanish customer service
Avaya Experience Platform it's a great tool in many aspects, but in terms of being a multidisciplinary solution, it simply rocks! You can handle the whole customer and employee engagement with a single tool, there are things that you can automate like the self-service, and there also some others that you can personalize like the productivity tools.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It's being used by one of our departments; it helps solve the centralized customer service problem, as, with it, they have all the tools required for a proper First Responder department. The tools provide the ease we need for them to give the customers the best possible service and experience.
  • Centralized control and maintenance.
  • Great user interface and controls.
  • Superb options for great service.
  • No self-service for users due to the nature of the software.
The application helps our team have the best software for customer service as it offers great benefits all in one. The tools provide the ease we need for them to give the customers the best possible service and experience. It's being used by one of our departments in charge of appointments.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform is being used by my organization in a few departments, this is to allow our company to establish a digital relationship with our customers, by enabling voice channels to provide real-time support, this is very important because there are some cases where an automated self-service tool is just not enough.
  • Productivity tools
  • Call recording
  • Screen recording
  • Create personalized packages
  • Offer pay as you go
  • Multilingual customer service
I would definitely recommend Avaya Experience Platform if asked by a colleague or by a customer, it has a good employee statistic track and it's a great tool well suited for many customer service scenarios, especially those where you need to handle automated self-service options and engage with your customers verbally.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Avaya is a wonderful platform that makes one department's life and call handling so much easier. It improves compliance and risk management, enhances the level of the customer service we provide, makes all the business processes that take place within our company smooth and easy, and most importantly, directly improves our business processes outcomes.
  • Amazing uptime with little to no interruptions.
  • Amazing support system.
  • Clear, easy and No-Code dependent customizable interface
  • Strong Staff service expertise.
  • Customizable statistics and analytic tools that can easily be managed.
  • Sometimes users report call quality issues, but that is very rare to happen.
  • No self service.
Avaya Experience Platform is well versatile and multi-practical tool used for App Market Integration, Carrier Services, Customer Service & Customer Support & WEM (Workforce Engagement Management). Mostly used in the department for Customer Service and Support it ensures that our calls go smoothly without interruptions while being super easy to use. I cannot think of any scenarios where the Avaya Experience Platform isn't appropriate for use.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform is being used by my organization as a telecommunication tool and solution, it's currently used by many users on a daily basis as part of their tasks as call center agents/representatives. Avaya Experience Platform is one of the best and more reliable tools we are currently using.
  • Screen Recording Feature
  • Voice to text transcription
  • Easy to setup
  • Application should be responsive in browser
  • Should respond faster to network changes
  • Improve browser compatibility
Avaya Experience Platform is a well-suited software tool and solution to address modern call center necessities, it's well designed to support the high volume of calls and contacts that the call center industry handles these days. Avaya Experience Platform is a great choice for most cases.
Duncan Hernandez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform is our main platform for communications. We use it to send company-wide, employee-focused collaboration. It is very useful for funneling helpdesk-related work. We also use it for our customer experience too and we find the AI to be very flexible. Our customers are happy, which is a big plus for the product.
  • Innovation
  • Overall Cost
  • Customer-first attitude
  • Setup was not too intuitive
  • Lack of social media integration
  • Slow at times
Main strength is the for the call center. There are many products out there that can get the job done with the funneling system, but I like Avaya Experience Platform because of the flexibility in options when setting that up. It is tough at first, but once you get the hang of it, there are many options.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are using the Avaya Experience Platform as our primary phone system. It allows us to communicate with our team as well as manage new employees. CCaaS allows us to work one more than one specific employee which is a huge plus side. The phone system portion works just as intended. Having the new Avaya system has been a huge upgrade to our company in productivity, communication and service.
  • Extremely user friendly.
  • Easy to manage and navigate.
  • Great customer service.
  • Having to use 2 different applications is a little strange.
  • Sometimes the calls will come in choppy, but usually based on net stability.
  • As an admin, it is sometimes difficult to navigate.
Avaya Experience Platform is perfectly suited in any call center company. It is exactly what is needed with the ease of a top tier VoiP. It could also be well suited in just about any other company that primarily uses a landline. VoiP's are the future and Avaya is doing it correctly. Even in less appropriate scenarios, it would be useful because it allows for easy communication whether its via text/call.
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