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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

(1-25 of 51)
Companies can't remove reviews or game the system. Here's why
February 27, 2024

analog/digital to VoIP

Brian Marcus | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Avaya is great for VoIP setup, maintenance, and deployment in a highly evolving area. Hospitals have multiple areas and sometimes need their phones repaired quickly to be profitable. These phones are easily switched out and programmed for the area of deployment. The customer and clients have a better experience due to the features provided or able to be upgraded to later.
Score 9 out of 10
Vetted Review
Verified User
I like this tool for restoring service during outages, and the way we use it enables us maximize downtime and prior acts. The corporate network is open to anyone with credentials and a browser. I use the program most because I think IT pros will like its new features, notably the AI. Design was smart, and the speed dial works well.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Appropriate. I think it's well suited when we have outages to bring this software back and the way we like to implement it, it does a phenomenal way of getting things back up and we're able to piggyback off of the time of the downtime and what it's been doing.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Based in many years of experience AVAYA has a good support and stability, they have been developing the cloud solution and strategic alliances with innovator's companies.

The number of clients in different industries, number of licenses are impressive.

They value offer is according with the market needs and working to go further.
May 05, 2023

Yeyyy AEP

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I like this apps because it has new features that an IT personnel like especially AI part. The design was well thought and has great feature for speed dial. the clients were able to complete event and csse. I also notice that it doesn’t crash which makes it reliable. Way to with improvement.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
The Avaya Experience Platform is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It was the most important tool in my contact center environment. For the job, it was useful to keep everything synced and in a single place, for example, to make calls, receive inbound calls, access Co-browsing, and use multiple other tools linked through Avaya itself. It is very useful for jobs that have to be closely monitored by management or that have lots of employees. It also is useful for fast-paced tasks that need quick access to databases and tools.
Gustavo Alves | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
I would recommend for practicality, it is easy to use, in addition to being super fast when you are not having problems with slowness. I would recommend it to companies that started operations recently and have the budget to bear the costs.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It [Avaya Experience Platform] is best suitable for call centers, [and] any company wherein customer care is required. [...] This is a must set up as it connects everything so well like voice and video and [people] working from home as customer service need this for sure.
Score 8 out of 10
Vetted Review
Verified User
Well-suited solution and I recommend it for the customers preferring the cloud solutions. The setup, maintenance, and deployment are very easy. The advantage here is that it Avaya Experience Platform can be scaled up with your business growth. The high availability of the solution makes your business support very stable, so you can handle your customers with no kind of reliability interruptions.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Since we started using Avaya Experience Platform, we've noticed a big improvement in every area of our company, which is easy-to-use and user-friendly. I'm not that tech-savvy or anything, but, for me, it is super easy to adapt to this software. I think this is the reason why our company has had that big window of improvement.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform it's a great tool in many aspects, but in terms of being a multidisciplinary solution, it simply rocks! You can handle the whole customer and employee engagement with a single tool, there are things that you can automate like the self-service, and there also some others that you can personalize like the productivity tools.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The application helps our team have the best software for customer service as it offers great benefits all in one. The tools provide the ease we need for them to give the customers the best possible service and experience. It's being used by one of our departments in charge of appointments.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I would definitely recommend Avaya Experience Platform if asked by a colleague or by a customer, it has a good employee statistic track and it's a great tool well suited for many customer service scenarios, especially those where you need to handle automated self-service options and engage with your customers verbally.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform is well versatile and multi-practical tool used for App Market Integration, Carrier Services, Customer Service & Customer Support & WEM (Workforce Engagement Management). Mostly used in the department for Customer Service and Support it ensures that our calls go smoothly without interruptions while being super easy to use. I cannot think of any scenarios where the Avaya Experience Platform isn't appropriate for use.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform is a well-suited software tool and solution to address modern call center necessities, it's well designed to support the high volume of calls and contacts that the call center industry handles these days. Avaya Experience Platform is a great choice for most cases.
Duncan Hernandez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Main strength is the for the call center. There are many products out there that can get the job done with the funneling system, but I like Avaya Experience Platform because of the flexibility in options when setting that up. It is tough at first, but once you get the hang of it, there are many options.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Avaya Experience Platform is perfectly suited in any call center company. It is exactly what is needed with the ease of a top tier VoiP. It could also be well suited in just about any other company that primarily uses a landline. VoiP's are the future and Avaya is doing it correctly. Even in less appropriate scenarios, it would be useful because it allows for easy communication whether its via text/call.
Viridiana Olascoaga | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It has a task editor that allows you to develop various procedures, such as the creation of workflows, the management of automatic responses, in addition to that from Avaya, you can define and assign the different jobs All this makes Avaya Experience Platform an incredible tool for day-to-day management.
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