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Avaya Experience Platform

Avaya Experience Platform
Formerly Avaya OneCloud CCaaS

Overview

What is Avaya Experience Platform?

The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while…

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Recent Reviews

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 …
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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 (32)
    9.0
    90%
  • Inbound call routing (33)
    8.7
    87%
  • Warm transfer (32)
    8.4
    84%
  • Agent dashboard (32)
    7.8
    78%

Reviewer Pros & Cons

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Video Reviews

2 videos

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

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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

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.2
Avg 8.3
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Product Details

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 SystemsUnspecified
Mobile ApplicationNo

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 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

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Reviews and Ratings

(188)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
August 01, 2023

CM in Avaya

Gustavo Alonso | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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 lines of Business. The IVR is integrated with 2 CRM (Saleforce and Microsoft Dinamics). Our Agent are connectec to the CRM Saleforce connector using One-x in the backgrond. We have more than 5000 SIP sessions to support our customers.
  • Manage of IVR customers
  • IVR integrated with text to speech
  • CMS integration with Yoizen reportery
  • Change the auto answer feature, according to differt customer
  • Authentication o Bio-metrics
  • Ways to program the IVR
For Banking companies as us, is perfect, we have customers for all Privade Banks in Argentina.
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
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
N/A
Predictive Analytics
N/A
N/A
  • No ROI expert
I selected due to is the most used platform in my work day.
1200
We are a financial Institution, we represent payments with Credit Cards in Argentina. Transfer between bank accounts and virtual accounts. ATM Cashiers ( Banelco ATMs ). Also Prisma is present in Commerce Business with POS terminals the brand is Payway.
6
My self as manager, and Prisma employee with experience in Avaya Contact Center. CM, EPM, SMGr, SBC, SM, G650, AMS, onex. 4 engineers outsourced for ABM task from an Avaya Business Partner. All these engineers have the same skills that the Prisma employee. Also we support the Nice recorded for all our agents.
  • incoming call treatment and response
  • Customer Satisfaction
  • Omnichannel
  • The training to the agent is simplified
  • The attrition was improved
  • We need to have the voice on-premises
  • We are moving 100% to cloud applications (Backend Apps)
  • Automatization and Biometry
It is simple to use, the training was not so difficult, the availability of the platform is excellent, the agents are compromise with the tasks and tools provided by Prisma.
No
  • Cloud Solutions
  • Integration with Other Systems
Agent Desktop, WEBRTC voice managed.
I will not change nothing
No, everything was implemented by Avaya Support
  • Third-party professional services
Avaya Directly
Change management was minimal
The Change Management is part of technologie, we implemented this with the Avaya help.
  • Long time to implemented
  • Migration
Perfect
Not sure, I purchase Avaya support.
No
few weeks ago we had an issue with a Session Manager outage and avaya resolved in 20 minutes.
easy to use
  • Change the IVR tree
  • login an agent
  • I dint find any particularly difficult in the use
Michelle VanderBand | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
I have not worked with the new products Avaya has to support small offices but I feel that it is a very good solution for medium offices and large offices. I also feel that Avaya does call centers better than anyone.
  • We were able to reduce customer hold time by 50% after implementing Avaya's Best Service Routing and Business Advocate. This has helped with call center performance and customer satisfaction.
  • Avaya's OneX products allow employees to work from remote locations and still have the ability to answer business calls without call forwarding. This helps with employee efficiency and disaster recovery.
  • By implementing an Avaya IR solution to handle requests for order status and price and availability checks, the number of calls routed to customer service agents decreased by 30%.
I have not supported other phone system products or reviewed any others in over 10 years. I have worked with small Nortel systems and Meridian systems in the past and I felt that Nortel did a much better job on systems for very small offices with 10 or fewer phones. I am just now starting to support Cisco systems and the most annoying thing I find is the need for the MAC address of the IP phone in order to add it to the system. This much more cumbersome that installing an Avaya IP phone and requires more onsite support.
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
  • The duplicate function is great. The 6.X systems allow users to duplicate stations, agent login IDs, hunt groups, VDNs and vectors. This makes programming much easier if all you need to change is the name or if you have a template in place to use when doing the initial programming.
  • The list usage command is a wonderful command. It can be used for trouble shooting purposes or used to find all of the places where a particular extension is in use in the phone system.
  • Vector Variables - these are awesome. Programming and using them is not for beginners but they make it so much easier to program call flows and make it easier to use the same programming for multiple inbound numbers but allow them to be treated differently.
  • Trunk group measurements - If the system is not connected to an external call detail recording device or call management system, the trunk group measurement reports are not very useful. You can only get the current day or previous day peak hour information or the hourly information for the last 24 horus. It makes traffic studies really difficult.
  • The inability to create loops when writing vectors. I am guessing this was done to prevent infinite loops but it is cumbersome programming when the call center wants to play a specific message after the call has been in queue for 5 minutes. Do While or For options would be nice.
  • Finding some information can be difficult - it is not always located on the screens that you think it should be.
Yes, but I don't use it
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