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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 29)Companies can't remove reviews or game the system. Here's why
March 19, 2024
Avaya Experience Platform
I sell Avaya Experience Platform to users and it's a great platform.
- Digital media
- Customer Journey
- Recording
- Dialer
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.
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
June 22, 2023
Sound bites from higher ed.
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.
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
August 17, 2021
Avaya Experience Platform All in One Review
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
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.
July 22, 2021
Avaya Experience Platform one of the best
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.
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.
July 12, 2021
Avaya Experience Platform
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
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.
May 02, 2021
Avaya Experience Platform Review
It is good for all type[s] of contact center. Easy to setup and manage via browser. It has many components which provides different services like SMGR, CM, call routing, VRT and PRT table etc. It provides you screen recording feature, voice to text transcription, which is very helpful in large events or demos.
- Screen Recording Feature.
- Voice to text transcription.
- Easily Manageable.
- Easy to setup.
- Application should be responsive in browser.
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 27, 2019
Avaya my daya
Avaya is used by my organization to distribute calls to the appropriate departments. It is used by many call center departments and across the many centers we have in the United States. It breaks the calls down to the appropriate agent who can handle the call.
- Tracking abilities.
- Monitoring abilities.
- Call center distribution of calls.
- Some calls change without warning. You may lose a call and you are automatically talking to the next one without warning.
- Transferring calls between fellow employees not on the Avaya system is difficult. If you do not use the Avaya transfer it will tie up your line.
February 21, 2019
Avaya Works Great
Avaya is used across the whole organization, as it is our corporate phone system and all of our locations within the state are using it. It provides our phone calls between the locations as well as outside of the company.
- It's a great system and very easy to use.
- Has a super voicemail system that my users like a lot.
- They are continuing to enhance the product so it continues to get better and better, keeping up with other competitors.
- Personally, I like the Avaya Site Administration client software, and I'd love to see them enhance this and not force everyone over to the web to administer the system.
- Enhance the Ayava Aura Messaging to do what the 3rd party software companies can do.
February 16, 2019
Go On Avaya
We use Avaya across the whole organization. It's mainly used as a VOIP solution but our IM and Video conferences are through Skype for Business.
- Easy management
- Easy configuration
- Stability
- Need to have a good marketing like Cisco
- A lot of training centers as we face a delay until there is availability in the training schedule
- Online awareness of the new products
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)
June 03, 2015
Why you should consider AVAYA
In my organization we have deployed AVAYA AURA solutions across the board, from our corporate head offices to our rural branch offices and mills. AVAYA Aura solutions has helped our organization stay better connected and has played a crucial role in helping reduce our business expenses by the removal of legacy TDM equipment.
- Great Project Management skills on major telephony/telecom deployments.
- AVAYA's professional services. Their on site technicians/engineers are extremely knowledgeable and professional
- AVAYA's Devconnect programs offers a wide range of on-line course and certification programs
- AVAYA's turn around time on major and minor deployments. SOW's take way to long.
December 20, 2014
Avaya review
Score 6 out of 10
Vetted Review
Verified User
Avaya is used to keep track of employee phone calls and contact them when needed.
- It makes it easy to contact someone in the company.
- Allows user to create a quick contact list for employees.
- Easy to access voice mail.
- Adding personal Bluetooth device is not possible or difficult at this point.
- The interface looks dated.