Avaya Experience Platform Reviews & Ratings 2024

Q: What are Avaya Experience Platform's top competitors?

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

Starting at $48 per month

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Overview

What is Avaya Experience Platform?

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 …

Avaya Experience Platform

9 out of 10

March 19, 2024

Incentivized

I sell Avaya Experience Platform to users and it's a great platform.

Avaya Experience Platform Review

10 out of 10

March 19, 2024

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 …

analog/digital to VoIP

10 out of 10

February 27, 2024

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 …

Fully functional communication system, ideal for events.

9 out of 10

December 10, 2023

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 …

Avaya Experience Platform Review

9 out of 10

September 10, 2023

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 …

CM in Avaya

9 out of 10

August 01, 2023

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 …

Avaya Experience Platform Digital

9 out of 10

June 27, 2023

Incentivized

Contact Centre - digital and social interactions for both Sales and support.

Realtime Data When You Need It

8 out of 10

June 23, 2023

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 …

Great Technical Support!

7 out of 10

June 23, 2023

Incentivized

We are Colombian BPO Company, We manage the services of many clients under AVAYA platform, we are implementing omnichannel services for …

Sound bites from higher ed.

10 out of 10

June 22, 2023

Incentivized

Communication with different generations and people of different economic means needing flexibility and variety. Avaya Experience Platform …

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 …

Avaya Experience Platform has some room for improvement!

6 out of 10

August 31, 2022

Incentivized

We use the Avaya Experience Platform for eight individual call centers. We started using the product mid-pandemic to allow our agents to …

Key tool for customer support agents

8 out of 10

May 12, 2022

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 …

A Good Contact Center Call and Communication System

8 out of 10

January 26, 2022

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 …

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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)
8.6
86%
Agent dashboard (33)
8.0
80%

Reviewer Pros & Cons

View all pros & cons

it also brings in other arms of the business for unified approach
on the fly changes for skills

Verified User

Executive in Corporate

Outsourcing/Offshoring Company, 1001-5000 employees

Customer Journey
Recording

Simone Hidalgo

Pre sales Manager

Betta Global (Telecommunications, 201-500 employees)

Video Reviews

2 videos

View Playlist

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

View all pricing

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.

8.5

Avg 8.3

8
Agent dashboard
(33) Ratings
Enables agents to track and view their individual and team performance.
8.3
Validate callers
(30) Ratings
Authenticates inbound callers with a customer ID.
7.6
Outbound response
(29) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
9
Call forwarding
(33) Ratings
Forwarding of calls to the appropriate agents.
8.8
Click-to-call (CTC)
(26) Ratings
Allows one-click calling for agents.
8.7
Warm transfer
(33) Ratings
Allows current agent to speak with new agent before call is transferred.
7.4
Predictive dialing
(25) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
8.8
Interactive voice response
(29) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
8.3
REST APIs
(24) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
8.2
Call scripts
(27) Ratings
Providing agents with a predefined conversation script.
9
Call tracking
(32) Ratings
Enables agents and managers to see the origin of the call.
9
Multichannel 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
8.8
CRM 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.

8.2

Avg 8.3

8.6
Inbound 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.
8.7
Omnichannel 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.
8.5
Recording
(33) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
8
Quality management
(31) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
8.1
Call 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..
8.5
Historical reporting
(32) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
7.8
Live 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.
8
Customer surveys
(28) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
8
Customer 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.

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Product Details

About
Competitors
Tech Details
FAQs

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.

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

View all alternatives

Compare with

Reviews and Ratings

(188)

Attribute Ratings

Reviews

(1-25 of 37)

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March 31, 2024

On the way to being full package

Verified User

Executive in Corporate

Outsourcing/Offshoring Company, 1001-5000 employees

Score 8 out of 10

Vetted Review

Verified User

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

83.07692307692308%

8.3

Agent dashboard: 90%
9.0
Validate callers: 90%
9.0
Outbound response: 50%
5.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 90%
9.0
Warm transfer: 100%
10.0
Predictive dialing: 50%
5.0
Interactive voice response: 100%
10.0
REST APIs: 80%
8.0
Call scripts: 60%
6.0
Call tracking: 90%
9.0
Multichannel integration: 100%
10.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (9)

85.55555555555556%

8.6

Inbound call routing: 80%
8.0
Omnichannel inbound routing: 90%
9.0
Recording: 90%
9.0
Quality management: 90%
9.0
Call analytics: 90%
9.0
Historical reporting: 90%
9.0
Live reporting: 60%
6.0
Customer surveys: 90%
9.0
Customer interaction analytics: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

March 19, 2024

Avaya Experience Platform

Simone Hidalgo

Pre sales Manager

Betta Global (Telecommunications, 201-500 employees)

Score 9 out of 10

Vetted Review

Reseller Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

80.76923076923077%

8.1

Agent dashboard: 90%
9.0
Validate callers: 90%
9.0
Outbound response: 70%
7.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 90%
9.0
Predictive dialing: 30%
3.0
Interactive voice response: 60%
6.0
REST APIs: 80%
8.0
Call scripts: 80%
8.0
Call tracking: 100%
10.0
Multichannel integration: 80%
8.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (8)

88.75%

8.9

Inbound call routing: 90%
9.0
Omnichannel inbound routing: 80%
8.0
Recording: 90%
9.0
Call analytics: 90%
9.0
Historical reporting: 90%
9.0
Live reporting: 90%
9.0
Customer surveys: 90%
9.0
Customer interaction analytics: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

March 19, 2024

Avaya Experience Platform Review

Kimyia Youngblood

Customer Service Representative

State of MS Information Technology (Information Technology & Services, 51-200 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

46.153846153846146%

4.6

Agent dashboard: 100%
10.0
Validate callers: 100%
10.0
Outbound response: N/A
N/A
Call forwarding: 100%
10.0
Click-to-call (CTC): N/A
N/A
Warm transfer: 100%
10.0
Predictive dialing: N/A
N/A
Interactive voice response: 100%
10.0
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: 100%
10.0
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

44.44444444444444%

4.4

Inbound call routing: 100%
10.0
Omnichannel inbound routing: N/A
N/A
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: N/A
N/A
Historical reporting: 100%
10.0
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

February 27, 2024

analog/digital to VoIP

Brian Marcus

Telecommunications Supervisor

Bon Secours Health System (Hospital & Health Care, 10,001+ employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (4)

80%

8.0

Agent dashboard: 70%
7.0
Call forwarding: 100%
10.0
Warm transfer: 80%
8.0
CRM software integration: 70%
7.0

Workforce Optimization (WFO) (8)

72.5%

7.3

Inbound call routing: 100%
10.0
Recording: 70%
7.0
Quality management: 70%
7.0
Call analytics: 70%
7.0
Historical reporting: 70%
7.0
Live reporting: 70%
7.0
Customer surveys: 70%
7.0
Customer interaction analytics: 60%
6.0

Omnichannel support

N/A

Predictive Analytics

N/A

December 10, 2023

Fully functional communication system, ideal for events.

Lauriane Leuschke

Senior Software Engineer

JetRails (Information Technology & Services, 501-1000 employees)

Score 9 out of 10

Vetted Review

Verified User

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

90.76923076923077%

9.1

Agent dashboard: 100%
10.0
Validate callers: 90%
9.0
Outbound response: 90%
9.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 90%
9.0
Predictive dialing: 80%
8.0
Interactive voice response: 90%
9.0
REST APIs: 90%
9.0
Call scripts: 100%
10.0
Call tracking: 80%
8.0
Multichannel integration: 80%
8.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (9)

95.55555555555556%

9.6

Inbound call routing: 90%
9.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 90%
9.0
Historical reporting: 90%
9.0
Live reporting: 100%
10.0
Customer surveys: 100%
10.0
Customer interaction analytics: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

September 10, 2023

Avaya Experience Platform Review

Verified User

Engineer in Information Technology

Telecommunications Company, 5001-10,000 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

N/A

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

August 01, 2023

CM in Avaya

Gustavo Alonso

Corporate Manager

Prisma Medio de Pagos (Banking, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

89.23076923076923%

8.9

Agent dashboard: 90%
9.0
Validate callers: 60%
6.0
Outbound response: 90%
9.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 80%
8.0
Predictive dialing: 80%
8.0
Interactive voice response: 90%
9.0
REST APIs: 100%
10.0
Call scripts: 100%
10.0
Call tracking: 70%
7.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

N/A

Inbound call routing: N/A
N/A
Omnichannel inbound routing: N/A
N/A
Recording: N/A
N/A
Quality management: N/A
N/A
Call analytics: N/A
N/A
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

June 27, 2023

Avaya Experience Platform Digital

Craig Sims

Managing Director

CCNA (Information Technology & Services, 51-200 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

88.46153846153847%

8.8

Agent dashboard: 100%
10.0
Validate callers: 90%
9.0
Outbound response: 80%
8.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Predictive dialing: N/A
N/A
Interactive voice response: 90%
9.0
REST APIs: 100%
10.0
Call scripts: 100%
10.0
Call tracking: 100%
10.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (5)

100%

10.0

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Historical reporting: 100%
10.0
Live reporting: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

Realtime Data When You Need It

Candice Lynch

CS&S Workforce Systems Technical Analyst

Southwest Airlines (Airlines/Aviation, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

81.53846153846153%

8.2

Agent dashboard: 80%
8.0
Validate callers: 80%
8.0
Outbound response: 80%
8.0
Call forwarding: 80%
8.0
Click-to-call (CTC): 80%
8.0
Warm transfer: 80%
8.0
Predictive dialing: 80%
8.0
Interactive voice response: 80%
8.0
REST APIs: 80%
8.0
Call scripts: 80%
8.0
Call tracking: 80%
8.0
Multichannel integration: 80%
8.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

80%

8.0

Inbound call routing: 80%
8.0
Omnichannel inbound routing: 80%
8.0
Recording: 80%
8.0
Quality management: 80%
8.0
Call analytics: 80%
8.0
Historical reporting: 80%
8.0
Live reporting: 80%
8.0
Customer surveys: 80%
8.0
Customer interaction analytics: 80%
8.0

Omnichannel support

N/A

Predictive Analytics

N/A

June 23, 2023

Great Technical Support!

Verified User

C-Level Executive in Corporate

Information Services Company, 5001-10,000 employees

Score 7 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

70.76923076923077%

7.1

Agent dashboard: 60%
6.0
Validate callers: 70%
7.0
Outbound response: 70%
7.0
Call forwarding: 80%
8.0
Click-to-call (CTC): 70%
7.0
Warm transfer: 60%
6.0
Predictive dialing: 70%
7.0
Interactive voice response: 70%
7.0
REST APIs: 70%
7.0
Call scripts: 70%
7.0
Call tracking: 80%
8.0
Multichannel integration: 70%
7.0
CRM software integration: 80%
8.0

Workforce Optimization (WFO) (9)

62.22222222222222%

6.2

Inbound call routing: 50%
5.0
Omnichannel inbound routing: 60%
6.0
Recording: 70%
7.0
Quality management: 60%
6.0
Call analytics: 60%
6.0
Historical reporting: 70%
7.0
Live reporting: 60%
6.0
Customer surveys: 60%
6.0
Customer interaction analytics: 70%
7.0

Omnichannel support

N/A

Predictive Analytics

N/A

June 22, 2023

Sound bites from higher ed.

Verified User

Director in Information Technology

Higher Education Company, 5001-10,000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

23.076923076923073%

2.3

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: N/A
N/A
Call forwarding: 100%
10.0
Click-to-call (CTC): N/A
N/A
Warm transfer: N/A
N/A
Predictive dialing: N/A
N/A
Interactive voice response: 100%
10.0
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: 100%
10.0
Multichannel integration: N/A
N/A
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

44.44444444444444%

4.4

Inbound call routing: 100%
10.0
Omnichannel inbound routing: N/A
N/A
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

May 05, 2023

Yeyyy AEP

Verified User

Professional in Quality Assurance

Information Technology & Services Company, 5001-10,000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

69.23076923076923%

6.9

Agent dashboard: N/A
N/A
Validate callers: N/A
N/A
Outbound response: 100%
10.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Predictive dialing: 100%
10.0
Interactive voice response: 100%
10.0
REST APIs: N/A
N/A
Call scripts: 100%
10.0
Call tracking: 100%
10.0
Multichannel integration: 100%
10.0
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

100%

10.0

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: 100%
10.0
Live reporting: 100%
10.0
Customer surveys: 100%
10.0
Customer interaction analytics: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

August 31, 2022

Avaya Experience Platform has some room for improvement!

Verified User

Team Lead in Information Technology

Higher Education Company, 5001-10,000 employees

Score 6 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

13.846153846153847%

1.4

Agent dashboard: 80%
8.0
Validate callers: 70%
7.0
Outbound response: N/A
N/A
Call forwarding: N/A
N/A
Click-to-call (CTC): N/A
N/A
Warm transfer: 10%
1.0
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: N/A
N/A
Multichannel integration: 20%
2.0
CRM software integration: N/A
N/A

Workforce Optimization (WFO) (9)

46.66666666666667%

4.7

Inbound call routing: 60%
6.0
Omnichannel inbound routing: 50%
5.0
Recording: 60%
6.0
Quality management: 50%
5.0
Call analytics: 70%
7.0
Historical reporting: 70%
7.0
Live reporting: 60%
6.0
Customer surveys: N/A
N/A
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

May 12, 2022

Key tool for customer support agents

Verified User

Employee in Customer Service

Outsourcing/Offshoring Company, 1001-5000 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

65.38461538461539%

6.5

Agent dashboard: 80%
8.0
Validate callers: 100%
10.0
Outbound response: 90%
9.0
Call forwarding: 90%
9.0
Click-to-call (CTC): N/A
N/A
Warm transfer: 100%
10.0
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: 100%
10.0
Call scripts: N/A
N/A
Call tracking: 90%
9.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

65.55555555555556%

6.6

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: N/A
N/A
Live reporting: N/A
N/A
Customer surveys: 90%
9.0
Customer interaction analytics: N/A
N/A

Omnichannel support

N/A

Predictive Analytics

N/A

January 26, 2022

A Good Contact Center Call and Communication System

Gustavo Alves

Técnico de Prevenção a Fraude

FIS (Telecommunications, 1001-5000 employees)

Score 8 out of 10

Vetted Review

Verified User

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

52.30769230769231%

5.2

Agent dashboard: 100%
10.0
Validate callers: 90%
9.0
Outbound response: 70%
7.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 60%
6.0
Warm transfer: 50%
5.0
Predictive dialing: N/A
N/A
Interactive voice response: N/A
N/A
REST APIs: N/A
N/A
Call scripts: N/A
N/A
Call tracking: 90%
9.0
Multichannel integration: 60%
6.0
CRM software integration: 70%
7.0

Workforce Optimization (WFO) (9)

82.22222222222221%

8.2

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 70%
7.0
Call analytics: 80%
8.0
Historical reporting: 50%
5.0
Live reporting: 90%
9.0
Customer surveys: 80%
8.0
Customer interaction analytics: 70%
7.0

Omnichannel support

N/A

Predictive Analytics

N/A

September 17, 2021

Easy with Avaya Experience Platform

Verified User

Account Manager in Sales

Information Technology & Services Company, 501-1000 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

94.61538461538461%

9.5

Agent dashboard: 90%
9.0
Validate callers: 90%
9.0
Outbound response: 90%
9.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 90%
9.0
Warm transfer: 90%
9.0
Predictive dialing: 100%
10.0
Interactive voice response: 100%
10.0
REST APIs: 100%
10.0
Call scripts: 100%
10.0
Call tracking: 90%
9.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

93.33333333333334%

9.3

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 70%
7.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: 90%
9.0
Live reporting: 90%
9.0
Customer surveys: 90%
9.0
Customer interaction analytics: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

August 17, 2021

Avaya Experience Platform All in One Review

Mostafa Awad

Senior Genesys System Engineer

IST Networks (Information Technology & Services, 201-500 employees)

Score 8 out of 10

Vetted Review

Verified User

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

90%

9.0

Agent dashboard: 90%
9.0
Validate callers: 90%
9.0
Outbound response: 90%
9.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 90%
9.0
Warm transfer: 90%
9.0
Predictive dialing: 90%
9.0
Interactive voice response: 90%
9.0
REST APIs: 90%
9.0
Call scripts: 90%
9.0
Call tracking: 90%
9.0
Multichannel integration: 90%
9.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (9)

90%

9.0

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 80%
8.0
Call analytics: 80%
8.0
Historical reporting: 90%
9.0
Live reporting: 90%
9.0
Customer surveys: 90%
9.0
Customer interaction analytics: 80%
8.0

Omnichannel support

N/A

Predictive Analytics

N/A

July 25, 2021

Avaya Experience Platform is the software you need for your business

Maria Lopez

Information Technology Audit Manager

Walmart (Consumer Services, 1001-5000 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

96.15384615384615%

9.6

Agent dashboard: 100%
10.0
Validate callers: 100%
10.0
Outbound response: 90%
9.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Predictive dialing: 90%
9.0
Interactive voice response: 90%
9.0
REST APIs: 100%
10.0
Call scripts: 100%
10.0
Call tracking: 90%
9.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

88.88888888888889%

8.9

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 90%
9.0
Recording: 60%
6.0
Quality management: 80%
8.0
Call analytics: 100%
10.0
Historical reporting: 100%
10.0
Live reporting: 90%
9.0
Customer surveys: 90%
9.0
Customer interaction analytics: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

July 22, 2021

One Avaya, One Solution!

Julian Perez

Engineering Technician

Grupo Prometeo (Information Technology & Services, 1-10 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (12)

95%

9.5

Agent dashboard: 100%
10.0
Validate callers: 90%
9.0
Outbound response: 80%
8.0
Call forwarding: 100%
10.0
Warm transfer: 80%
8.0
Predictive dialing: 90%
9.0
Interactive voice response: 100%
10.0
REST APIs: 100%
10.0
Call scripts: 100%
10.0
Call tracking: 100%
10.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

95.55555555555556%

9.6

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 90%
9.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 90%
9.0
Historical reporting: 90%
9.0
Live reporting: 90%
9.0
Customer surveys: 100%
10.0
Customer interaction analytics: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

July 22, 2021

Avaya Experience Platform one of the best

Moises Rubi

Service Desk technician

Km2 Solutions (Outsourcing/Offshoring, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

82.30769230769229%

8.2

Agent dashboard: 70%
7.0
Validate callers: 100%
10.0
Outbound response: 100%
10.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 100%
10.0
Predictive dialing: 60%
6.0
Interactive voice response: 60%
6.0
REST APIs: 70%
7.0
Call scripts: 80%
8.0
Call tracking: 90%
9.0
Multichannel integration: 50%
5.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (9)

67.77777777777777%

6.8

Inbound call routing: 80%
8.0
Omnichannel inbound routing: 60%
6.0
Recording: 30%
3.0
Quality management: 50%
5.0
Call analytics: 50%
5.0
Historical reporting: 80%
8.0
Live reporting: 80%
8.0
Customer surveys: 90%
9.0
Customer interaction analytics: 90%
9.0

Omnichannel support

N/A

Predictive Analytics

N/A

July 21, 2021

Avaya Experience Platform Review

Gabriel Gonzalez

Help Desk Technician

Grupo Prometeo (Information Technology & Services, 1-10 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

73.07692307692308%

7.3

Agent dashboard: 100%
10.0
Validate callers: 90%
9.0
Outbound response: 90%
9.0
Call forwarding: 100%
10.0
Click-to-call (CTC): N/A
N/A
Warm transfer: 100%
10.0
Predictive dialing: N/A
N/A
Interactive voice response: 90%
9.0
REST APIs: N/A
N/A
Call scripts: 80%
8.0
Call tracking: 100%
10.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

100%

10.0

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: 100%
10.0
Live reporting: 100%
10.0
Customer surveys: 100%
10.0
Customer interaction analytics: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

July 19, 2021

Avaya Experience Platform: Amazing Cloud, Amazing people.

Vojislav Kosijer

Senior Customer Service Representative

5CA (Outsourcing/Offshoring, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (12)

94.16666666666666%

9.4

Agent dashboard: 90%
9.0
Validate callers: 100%
10.0
Outbound response: 100%
10.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 90%
9.0
Warm transfer: 90%
9.0
Predictive dialing: 90%
9.0
Interactive voice response: 80%
8.0
Call scripts: 100%
10.0
Call tracking: 100%
10.0
Multichannel integration: 100%
10.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (9)

100%

10.0

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: 100%
10.0
Live reporting: 100%
10.0
Customer surveys: 100%
10.0
Customer interaction analytics: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

July 12, 2021

Avaya Experience Platform

Verified User

Team Lead in Information Technology

Outsourcing/Offshoring Company, 5001-10,000 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

98.46153846153847%

9.8

Agent dashboard: 100%
10.0
Validate callers: 100%
10.0
Outbound response: 100%
10.0
Call forwarding: 100%
10.0
Click-to-call (CTC): 100%
10.0
Warm transfer: 90%
9.0
Predictive dialing: 100%
10.0
Interactive voice response: 100%
10.0
REST APIs: 100%
10.0
Call scripts: 100%
10.0
Call tracking: 100%
10.0
Multichannel integration: 100%
10.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (9)

93.33333333333334%

9.3

Inbound call routing: 90%
9.0
Omnichannel inbound routing: 90%
9.0
Recording: 90%
9.0
Quality management: 80%
8.0
Call analytics: 90%
9.0
Historical reporting: 100%
10.0
Live reporting: 100%
10.0
Customer surveys: 100%
10.0
Customer interaction analytics: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

July 08, 2021

Cloud Call Center solution here!

Duncan Hernandez

Sr. Data Analytics Consultant

Armanino LLP (Accounting, 1001-5000 employees)

Score 7 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

81.53846153846153%

8.2

Agent dashboard: 90%
9.0
Validate callers: 80%
8.0
Outbound response: 80%
8.0
Call forwarding: 80%
8.0
Click-to-call (CTC): 90%
9.0
Warm transfer: 70%
7.0
Predictive dialing: 80%
8.0
Interactive voice response: 70%
7.0
REST APIs: 80%
8.0
Call scripts: 90%
9.0
Call tracking: 80%
8.0
Multichannel integration: 80%
8.0
CRM software integration: 90%
9.0

Workforce Optimization (WFO) (9)

82.22222222222221%

8.2

Inbound call routing: 80%
8.0
Omnichannel inbound routing: 80%
8.0
Recording: 90%
9.0
Quality management: 80%
8.0
Call analytics: 80%
8.0
Historical reporting: 90%
9.0
Live reporting: 90%
9.0
Customer surveys: 80%
8.0
Customer interaction analytics: 70%
7.0

Omnichannel support

N/A

Predictive Analytics

N/A

June 25, 2021

Avaya Experience Platform Vs 8x8

Josh Kim

Help Desk Technician

FES (Information Technology & Services, 51-200 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Avaya Experience Platform Feature Ratings

Contact Center Software (13)

96.92307692307692%

9.7

Agent dashboard: 100%
10.0
Validate callers: 100%
10.0
Outbound response: 100%
10.0
Call forwarding: 90%
9.0
Click-to-call (CTC): 90%
9.0
Warm transfer: 100%
10.0
Predictive dialing: 100%
10.0
Interactive voice response: 100%
10.0
REST APIs: 90%
9.0
Call scripts: 90%
9.0
Call tracking: 100%
10.0
Multichannel integration: 100%
10.0
CRM software integration: 100%
10.0

Workforce Optimization (WFO) (9)

96.66666666666666%

9.7

Inbound call routing: 100%
10.0
Omnichannel inbound routing: 100%
10.0
Recording: 100%
10.0
Quality management: 100%
10.0
Call analytics: 100%
10.0
Historical reporting: 90%
9.0
Live reporting: 100%
10.0
Customer surveys: 80%
8.0
Customer interaction analytics: 100%
10.0

Omnichannel support

N/A

Predictive Analytics

N/A

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