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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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Popular Features
- Call forwarding (33)9.090%
- Warm transfer (33)8.787%
- Inbound call routing (34)8.686%
- Agent dashboard (33)8.080%
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $48 per month
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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 Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
Avaya Experience Platform starts at $48.
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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(188)Attribute Ratings
Reviews
(1-25 of 26)Companies can't remove reviews or game the system. Here's why
March 19, 2024
Avaya Experience Platform Review
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
February 27, 2024
analog/digital to VoIP
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.
September 10, 2023
Avaya Experience Platform Review
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.
August 01, 2023
CM in Avaya
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
June 23, 2023
Realtime Data When You Need It
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
August 31, 2022
Avaya Experience Platform has some room for improvement!
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.
May 12, 2022
Key tool for customer support agents
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
September 17, 2021
Easy with Avaya Experience Platform
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
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.
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.
June 25, 2021
Avaya Experience Platform Vs 8x8
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.
June 24, 2021
Avaya Experience Platform review
Score 10 out of 10
Vetted Review
Verified User
In the company, agents have new ways of connecting with customers when and how they want. Since attention, service and customer experience are of the utmost importance. Extend the capacity of the stand to remote offices and agents who work from home. Increase agent performance in real time. Boost employee productivity so they can record end calls to extreme, take screenshot and quality management.
- Give the customer experience tools this in order to improve service.
- There are different channels through which you can communicate with customers and everything is in the cloud.
May 01, 2020
My Avaya Experience Platform views
Score 8 out of 10
Vetted Review
Verified User
It is actually integrated into our CRM tool for answering calls automatically and voice recording. Avaya is used throughout the whole organization to call within the business. It used mostly by our Call Center department for the automatic answering of calls when they come in. It is also used for monitoring the quality of calls by our call center agents.
- It records calls quite clearly and consistently.
- It integrates well with our CRM tools.
- It automatically answers calls of our customers while our agents engage them.
- It makes workflow more efficient.
- It required quite a lot of learning to get used to the software.
January 24, 2020
Avaya Review
We used Avaya as an office telephone system along with the Genesys as a contact center solution.
- Reporting.
- Robustness.
- Social media engagement could be added.
- More chat bot functionality.
September 16, 2019
Avaya... 24/7 Success for Companies and the Virtual Worker!
Avaya is being used currently across my organization in a multitude of ways. Not only are the hard phones used, but we also use the soft phones daily to address issues with schedule adherence, incoming calls, quality of calls, and other items. It presents an easy way for virtual workers and those who work in a brick and mortar to provide first-class service for our clients.
- Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
- The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
- Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
- The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
- One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
- The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
- Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
February 15, 2019
Avaya, one of the best telecommunication providers!
Avaya is used departmentally within the organization. We use it for interdepartmental communication, external calling, our sales team uses it extensively for conference calls and dialling internationally. It provides an extremely crisp and clear connection and we depend on it quite a bit to ensure our calls go smoothly when speaking with clients.
- Clear connection.
- Very few hiccups, problems, or bad connections.
- Very fast to resolve any problems. Tickets are resolved quickly. Good turn around time.
- Some hiccups when it comes to connecting and call quality. Not very frequent though
- Implementation took longer than expected
- There were some integration issues that slowed down implementation but they were able to address these issues quickly.
February 15, 2019
Avaya VOIP and phone switches provides stable enterprise telecom
Avaya is who we use for all our VOIP and telecom. They were also who we used for our network switches, but that is now Extreme Networking. Our organization has been using Avaya ever since we went to VOIP. It has provided a very reliable and high-quality VOIP experience for us. By going to VOIP it has made us more agile and provided great improvements to our end users for their telecom.
- Avaya has provided reliable telecom for us.
- The VOIP has had a very high QOS, with great features for users.
- It has provided a very worry-free and stable phone setup for us.
- We have had some issues with the phone switches, after power outages.
- The backend user interface could really use a facelift.
July 16, 2018
Just what we needed!
We are using Avaya company-wide to help with communications between departments. Their phone system has made it much easier to get users quickly up and running. For users, the interface is very intuitive so time spent training users is very minimal and can often be accomplished by allowing them to read documentation or with the help of a department power user.
- Easy for End Users
- Simple To Use
- Lots of Features
- Better admin interface
- Hard initial installation
June 11, 2018
Avaya Unified Communications Review
The difference between Avaya Contact Centers and other systems is that Avaya solutions have by far more features than any other has to offer. Avaya is also known for making the most reliable and stable solutions. Customer support is also an area which in my opinion sets the company apart from any other. Avaya has a great database and very detailed documentation that makes it easier for engineers to manage and install the solutions. Avaya communication manager has allowed us to communicate and collaborate with our colleagues working in remote offices. It also allowed us to provide technical support to our clients in a number of channels including, mail, voice, chat, and fax.
Positive impact: Avaya's quick and easy IP office solutions has helped reduce our overall project timeline and expenses.
Positive impact: Avaya's quick and easy IP office solutions has helped reduce our overall project timeline and expenses.
- Contact center solutions are very feature rich allowing several channels of communications to customers.
- Redundancy configurations, high availability, and virtualization make it a very robust and secure voice platform.
- With centralised licensing, proactive voice quality monitoring, and extended diagnostic features, it’s easy to keep everything running smoothly in your mid-market company.
- You can [use] the UC system that works for you with up to 50% less memory required to grow your communication network with your business. There are plenty of rich APIs available to integrate with your system too, so you can design the strategy your business needs.
- Avaya's license structure can be a challenge to understand.
- The UC core applications.
- Avaya needs to have more tools for bulk configurations, ability to export and edit a configuration, not all fields in a site administrator are exportable.
- The softphone solution on the IP office side interface is very outdated.
March 23, 2018
Connecting to the World with Avaya
At this time, Avaya is being used across the offices in North and South America. It interfaces well with other systems in Asia and Europe. The business problems it addresses, of course, are our corporate telephony needs. The system is complex yet easy to work with. The more powerful features we can offer our associates are easy to operate so the complexity of the system is transparent to the users.
- Interfacing with other PABX systems is something that Avaya does particularly well. I believe this is a strength for Avaya because when I am working with other systems getting them to do the same thing is much more difficult and only partly addresses the problem. Avaya provides a complete solution.
- Handling large numbers of calls and an enormous amount of data is something that Avaya does very well. We have very heavy communications loads at times and having a professionally designed and maintained system like Avaya allows us to manage these loads in an efficient manner. I think this is a strength for Avaya because the breadth of coverage it provides is scalable for extremely large systems that their competitors struggle to achieve.
- Redundancy in systems is sometimes a bad thing but Avaya's system allows us to build redundancy into the system so that we never lose connections. This is a strength for Avaya because with other systems I have noticed it is necessary to build physical redundancy into the system rather than through software. That is one way that Avaya helps us save money.
- Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
- The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
September 30, 2015
An Education in Avaya Integration
The university uses the product as the main telephony solution. In day to day voice communications internal and external to the campus. The Notification solution system is used for emergency notification in the event of an emergency on campus to notify university personnel to take relevant action. The Contact center solution is used as the automated attendant for the university and to route calls to various departments using voice prompts. The solution is totally integrated and allows the university to contact one vendor for troubleshooting and problem resolution.
- All of the solutions are tested to integrate fully with each other.
- Vendor support is excellent
- Avaya makes it easy to get documentation for their product
- In some products after the Nortel/Avaya merger we found were not quite ready for general release. It seemed that they were rushed to market. We had updates that were required almost on a monthly basis.
- I don't know if this has been addressed, but I would like to see the ANS (Avaya Notification Solution) use MS Lync for the desktop notification. At present it uses IBM SameTime for Desktop notification which seems processor intensive (multiple servers required)
April 29, 2015
Avaya ERS switch review
We use ERS switches across all industries as one of our core networking technologies. Avaya carries the full range of switches from soho to large data centers. My greatest experience is in the enterprise environment, implementing core, distribution, and edge switching. The interface is easy to manage. We rarely have issues with defects or breakage due to bad hardware.
- Their software support is great. Released software has not had any significant issues in my experience.
- They have a breadth of hardware levels to provide just the right switch for a customer's needs without having the customer be forced to buy more switches than they need.
- They have great documentation for when you are trying to find an obscure feature and need to see how to implement it.
- The software update process currently uses two files. It would be great if you could use a single file to update the software.
- They do not include a console cable with their switches, although one is available for purchase.
September 24, 2014
Avaya. You could choose someone else, but why would you?
Score 10 out of 10
Vetted Review
Verified User
Avaya is used in our company in a global aspect, from our Callcenter, to Sales, Marketing, Finance, HR, etc. We use it for all of our telephone needs, we use Avaya Modular Messaging for our Voicemail system as well as a few internal automated attendants. Our IP Connections to our offices globally allow us to make calls to nearly any office over IP Links, thus avoiding toll charges for all in-house phonecalls. We also have users that can run a softphone on their computer to work remotely. We use our Modular Messaging system for voicemail, as well as voicemail alerts, and finding a user when they are away.
- Telephony Communications (ie, "Dialtone", calling, forwarding, conferencing)
- VoIP
- Call Accounting
- None.
July 01, 2014
How Avaya builds a reputation for your company.
Avaya PBX and message have been used widely in our company. It addresses the communication between sites and the core office.
- Sound quality is good
- Avaya support is pretty good
- Manage friendly
- Cost per phone can be reduced
- Can be more efficient to open a ticket ASAP
- Can be more system integration to manage whole voice infrastructure
June 16, 2014
Avaya's Aura - Good or Bad
Although I work for Atos, I support the Avaya infrastructure in place at McGraw-Hill Financial and McGraw-Hll Education. Both companies use Avaya products to support customer call centers and everyday telecommunications needs. Some uses are very simple like providing dial tone at the desktop while other uses are much more complex like providing Best Service Routing for call center support to make sure the calls are answered as quickly as possible. The Avaya solution is being used across all departments at the locations where Avaya phone systems are deployed.
As Avaya adds more features to the phone systems, the problems it is able to address grow. One of the main issues we faced was the ability to allow users to remotely call-forward phones. This feature is now deployed at all locations and the end-users have instructions for using the remote call-forward feature. This has reduced the number of user requests to have the telecom group do the forwarding.
As Avaya adds more features to the phone systems, the problems it is able to address grow. One of the main issues we faced was the ability to allow users to remotely call-forward phones. This feature is now deployed at all locations and the end-users have instructions for using the remote call-forward feature. This has reduced the number of user requests to have the telecom group do the forwarding.
- It has very good call center software and allows advanced programming for routing calls.
- Avaya has included many features in the Aura 6.x versions that used to be an addtional cost. This makes it much easier to provide advanced call programming at smaller offices that don't have a need to use all of the call center features.
- Avaya is very good at staying current with industry trends like supporting IP H.323 and SIP. This helps when a business wants to move to these models and away from the traditional TDM infrastructure. Avaya's IP phones are very easy to register and move and do not require the MAC address for programming changes.
- Maintenance is my biggest hassle. Now that Avaya has moved to a partner network for installations, it is very difficult to make sure the maintenance records are accurate and up to date. This process can be improved.
- Avaya has great tools for customer administration but it would be nice if more of the options in phone system were available for exporting using filtered lists. I would love to be able to export a list of all administered extensions versus the stations using the ASA export command.
- It seems whenever a new voicemail platfrom is introduced, some features are lost. When Avaya went from Intuity Audix to Modular Messaging, users originally lost the ability to have 9 personal greetings. This was added back in an upgrade release. Now Avaya has moved from Modular Messaging to Aura Messaging and they removed the ability to have the timezone as part of the class of service assigned to mailboxes. This means that companies using one Aura Messaging platform to support users in multiple timezones will need to make sure the timezone is correct when adding the mailbox instead of just choosing the class of service with the correct timezone.