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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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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
(26-50 of 52)Companies can't remove reviews or game the system. Here's why
Avaya Experience Platform supports the organization where I work to keep a better count of the different metrics that are managed there, this in order to measure the different KPI's that we have, to be able to measure the productivity of the agents in a long time more [accurately]. It is a great data precision and measurement tool.
- Cloud contact center solution.
- Customer experience.
- Practical knowledge for supervisors.
- Interface.
- Colors (not really necessary).
- Support.
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.
It is being used as a tool for customer support in my organization. The tool is used for providing contact center services by the agents.
- 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.
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.
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 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 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.
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 18, 2017
My opinion on Avaya
It's being used across the organisation to address our communication needs.
- Contact Centers work well and are very stable
- The IPO platform is stable and works well
- Support for resellers should improve. Cisco is much better in comparison.
April 05, 2017
Reliability In Older Infrastructure
We use Avaya PBX Systems to provide telephone services throughout the entire School District. Our District consists of over 189 schools and an additional 20 ancillary sites, with over 20,000 employees. We use Avaya Modular Messaging for voice mail, Avaya Meeting Manager for conference calling and Avaya One X Attendant for our PBX operators. Each school site in the district has its own phone system, either an Avaya S8500 or Avaya S8300 System.
- Reliability, we are currently on an older Avaya Infrastructure and it is standing the test of time.
- Support, Avaya support has been very reliable.
- Avaya could provide an easier to use Support website. It is hard for us to place correct Service Requests for support on the Avaya Website.
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.
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.
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.
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.