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Starting at $48 per month
View PricingOverview
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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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
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Avaya Experience Platform Review | Telecom Administrator doesn't mince words
02:55
Technical Analyst breaks silence | Avaya Experience Platform Review
05:15
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
Features
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Product Details
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- Competitors
- Tech Details
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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).
Comparisons
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Reviews and Ratings
(188)Attribute Ratings
Reviews
(1-25 of 36)Companies can't remove reviews or game the system. Here's why
March 19, 2024
Avaya Experience Platform
It's a high cost, it must be better, but Avaya Experience Platform is a very trustful solution.
March 19, 2024
Avaya Experience Platform Review
WFO recording
CMS
System Manager
CMS
System Manager
February 27, 2024
analog/digital to VoIP
I have looked at other systems for offsite locations and Avaya's integration between multiple sites is the best and most cost-effective. The AVAYA Experience Platform is easily upgraded and able to be modified as the customer requires. If the customer needs additional support the system is able to easily have live assistance.
September 10, 2023
Avaya Experience Platform Review
I haven't yet. I haven't had any come across the table yet.
August 01, 2023
CM in Avaya
I selected due to is the most used platform in my work day.
June 27, 2023
Avaya Experience Platform Digital
Quicker to deploy and fits with our current voice platform.
June 23, 2023
Realtime Data When You Need It
We use Verint WFM for our call recordings.
June 22, 2023
Sound bites from higher ed.
- Class for Zoom, Zoom and Webex App
Avaya Experience Platform has all of the bells and whistles as the other big competitors. What I like about Avaya Experience Platform is that they are ahead of the game in creating updates for compliance, and they are super supportive of hearing ideas about new tech. Class for Zoom does have some integration with Canvas and other LMS systems that allow for quizzes, etc., but Avaya Experience Platform could have it and I just don't know about it.
May 05, 2023
Yeyyy AEP
AI is the new game this 2023 and a mobile app works for efficiency especially for this who work from home. The call recording and transcription sre intelligent. The platform was really good and IP telephony system. It has strong customer focus and expertise. Decision making has never been easy.
August 31, 2022
Avaya Experience Platform has some room for improvement!
We trialed the Enghouse Contact Centre as a Service solution, and the product was quite intuitive. There were a lot of positive features, and it seemed easy to navigate and simple to use for agents. We chose Avaya Experience Platform because we had a large investment in existing Avaya products and wanted to ensure there were successful integrations across our solutions.
September 17, 2021
Easy with Avaya Experience Platform
- Ameyo and Genesys Cloud CX (formerly Genesys Cloud)
[We like Avaya Experience Platform] because of the features and pricing. The features provided are quite amazing and new and also as compared to other vendors it is far better. Also, the pricing for this product as compared to others is very cost-effective. One must [choose] this product for better productivity. It is currently one of the best products [...] in the market.
August 17, 2021
Avaya Experience Platform All in One Review
Score 8 out of 10
Vetted Review
Verified User
- NICE CXone (formerly NICE inContact)
It's simple to use and provides different solutions and integrations, and one of the top-tier CX solutions in the market, and various offerings within their own ecosystem. From a pricing perspective, it has a good pricing list which makes it valuable and worthy for organizations that need an optimized cost for their contact centers.
- NICE CXone (formerly NICE inContact)
I selected Avaya Experience Platform because it seemed to be a good software and easy-to-use; I just thought that. I never expected this software to be so cheap and so good for a company to grow as we have grown with it, It's super recommended in my opinion, I'll keep using this software with my company for a really long time.
July 22, 2021
One Avaya, One Solution!
Avaya Experience Platform stacks up against Microsoft Power BI providing a great integration to create more advanced and specific reports, it is a great feature when your organization already has its own way to analyze and create performance and areas to improve. I selected Avaya Experience Platform because it's one of the day-to-day tools for me.
July 21, 2021
Avaya Experience Platform Review
Avaya Experience Platform it's a great match with many telecommunication software but I prefer to mention some data transformation and presentation tools like Microsoft Excel and Microsoft PowerBI, this first one it's the must-have if you want to take your own reports to the next level and create more advanced detailed documentation.
Basically, Avaya looks and feels much simpler that 8x8. Its simple to use provides a vast majority of different solutions and integrations, easily top-tier VoIP on the market. It stands out by having so much within one single system, which allows or jobs to be performed with ease. Compared to 8x8 it has much fewer issues that need to be addressed, and it also provides better customer service.
July 12, 2021
Avaya Experience Platform
Avaya Experience Platform stacks up against several other applications, I selected Avaya Experience Platform because it's a great tool and solves the communication needs that most of the companies have. It's easy to use and easy to integrate against many other solutions for data visualization and data analysis or digital phones.
July 08, 2021
Cloud Call Center solution here!
Talkdesk to me feels a little basic and can use a better interface. Also, the live chat is much more developed with Avaya Experience Platform. With the options that Avaya Experience Platform has, I think that Avaya Experience Platform is the better solution, but both products do what they say they are going to do and both are good in their own right.
June 25, 2021
Avaya Experience Platform Vs 8x8
Avaya Experience Platform compared to 8x8 is miles better. The phone system itself is so easy to navigate compared to the mess that 8x8 was having us use. We rarely ever run into any issues any more since the switch. Having going from 10 issues a week to maybe 1 at best is such an amazing change. Avaya Experience Platform allows us to work on other projects in office instead of having 8x8 issues as a primary source of problems.
Slack is also a support tool to manage the day to day, however compared to Avaya Experience Platform, it is much less complete, since Avaya Experience Platform allows to do many more simultaneous and real-time management, in addition to an automation of the service that works through the voice this makes the experience more complete.
June 24, 2021
Avaya Experience Platform review
Score 10 out of 10
Vetted Review
Verified User
Although you can also work remotely, it is a more basic platform that is only dedicated to counting messages with customers, however Avaya Experience Platform offers a phenomenal customer experience, through different communication channels. It helps the organization to be simple and effective and best of all, it is effortless for the client so that they are more satisfied with the attention received.
We were using Cisco Finesse earlier but it was a lil bit more confusing as had a lot of features but the dashboard was not so well organized like Avaya Experience Platform.
January 24, 2020
Avaya Review
September 16, 2019
Avaya... 24/7 Success for Companies and the Virtual Worker!
As for the virtual worker, I have always used Avaya. As it is, Avaya has more than delivered for the virtual employee. The only comparison I can give is for the employee with a normal hard phone in a brick and mortar company. Avaya offers so many features and is easy to use to the extent that choosing any other application would be fruitless. A company and its employees choose those applications and equipment that best present economical and physical attributes that keep in mind the best interest of both the company and employee. Avaya provides this on a consistent basis.
February 21, 2019
Avaya Call Center Review
- Cisco Unified Communications Manager (Call Manager)
We like Avaya better.