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…
Avaya Experience Platform
Avaya Experience Platform Review
analog/digital to VoIP
Fully functional communication system, ideal for events.
Avaya Experience Platform Review
CM in Avaya
Avaya Experience Platform Digital
Realtime Data When You Need It
Great Technical Support!
Sound bites from higher ed.
Yeyyy AEP
Avaya Experience Platform has some room for improvement!
Key tool for customer support agents
A Good Contact Center Call and Communication System
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
- Call forwarding (33)9.090%
- Warm transfer (33)8.787%
- Inbound call routing (34)8.686%
- Agent dashboard (33)8.080%
Reviewer Pros & Cons
Video Reviews
2 videos
Pricing
Entry-level set up fee?
- Setup fee required
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $48 per month
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.
- 8Agent dashboard(33) Ratings
Enables agents to track and view their individual and team performance.
- 8.3Validate callers(30) Ratings
Authenticates inbound callers with a customer ID.
- 7.6Outbound response(29) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 9Call forwarding(33) Ratings
Forwarding of calls to the appropriate agents.
- 8.8Click-to-call (CTC)(26) Ratings
Allows one-click calling for agents.
- 8.7Warm transfer(33) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.4Predictive dialing(25) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.8Interactive voice response(29) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.3REST APIs(24) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.2Call scripts(27) Ratings
Providing agents with a predefined conversation script.
- 9Call tracking(32) Ratings
Enables agents and managers to see the origin of the call.
- 9Multichannel integration(30) 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
- 8.8CRM software integration(29) 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.
- 8.6Inbound call routing(34) 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.
- 8.7Omnichannel inbound routing(30) 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.
- 8.5Recording(33) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8Quality management(31) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.1Call analytics(31) 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..
- 8.5Historical reporting(32) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.8Live reporting(31) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8Customer surveys(28) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8Customer interaction analytics(27) 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
- Competitors
- Tech Details
- FAQs
What is Avaya Experience Platform?
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
Comparisons
Compare with
Reviews and Ratings
(188)Attribute Ratings
Reviews
(1-15 of 15)Avaya Experience Platform
- Digital media
- Customer Journey
- Recording
- Dialer
Avaya Experience Platform Review
- Avaya Workplace
- CMS
- Avaya IP phones
Realtime Data When You Need It
- 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
Yeyyy AEP
- AI noise cancellation
- Personalization
- Smarter
- Functions are a little confusing
- Slow mobile app
- Ringing not synced between web and app
Easy with Avaya Experience Platform
- 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
- 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.
One Avaya, One Solution!
- Advanced self-service automation
- Employee productivity tools
- Call and screen recording
- Bring lower prices
- Offer more plan options
- Spanish customer service
Avaya Experience Platform Review
- Productivity tools
- Call recording
- Screen recording
- Create personalized packages
- Offer pay as you go
- Multilingual customer service
Avaya Experience Platform
- 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
- Easy console for call pickup and answer.
- Call recording.
- Reporting and analytics.
- Call transfers - consulted.
- Realtime customer information on the screen.
- Team management from the dashboard.
Avaya Experience Platform Review
- Screen Recording Feature.
- Voice to text transcription.
- Easily Manageable.
- Easy to setup.
- Application should be responsive in browser.
My Avaya Experience Platform views
- 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.
Avaya Call Center Review
The entry of the Avaya Call Center has brought a string of advantages for businesses, agents, and customers alike.
- Decreased volume of calls as well as expenses as a result of customer interactions becoming more viable through multiple channels such as chat, email, SMS, and social media.
- Real-time and historical data are easily accessible and ready for reports, enabling businesses to alter the contact center structure to adapt immediately to address ever-changing business needs.
- Smooth and seamless interactions with customers become a reality as agents can easily add personalization elements to their interactions by accessing customer history.
- What I like the most was it's very easy to understand.
- Displays the phone number of the customer calling in on the screen.
- It is very efficient at call centers since you can hear clearly without any interruptions or any static on the line.
- It is definitely an indispensable tool if you want to have a communicative contact without failures.
- The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries.
- My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call.
- The phone will continue to ring until it has been picked u. I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.
Avaya Unified Communications Review
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.
When it comes to the engineering, after having worked with numerous other systems in the past that were not-so-friendly, IP Office is very easy to install and also configure. That saves you a lot of time when installing the system, which means you will have more time to spend on training users how to use the new system and making sure that they are completely happy and confident with it.
Avaya's Aura - Good or Bad
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.