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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

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 …
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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

View all pros & cons

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

(26-50 of 51)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
I highly recommend it as it has different channels to communicate with customers, it helps to increase the productivity of agents as well as the quality of customer service. It gives us security in calls as well as we can give support remotely and this makes it even more flexible. It is incredible I would not change it for anything.
Score 8 out of 10
Vetted Review
Verified User
Avaya Experience Platform software is best suited for organizations with a large number of customers they need to interact with on a daily basis. An organization such as mine requires functional software like the Avaya call center software to create automated functions such as automatic call recording and answering. It is less appropriate for smaller-scale companies due to its numerous functions and high cost.
January 24, 2020

Avaya Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
Avaya is a robust and stable system that has been working great since installed (as an office telephone system) and it has proper CMS reporting, and actually gives us what we need.
Shauna Stermer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Avaya is well-suited for both the virtual employee using a soft-phone approach, as well as the brick and mortar employee using a hard phone and possibly the soft phone as well. I cannot think of an instance when Avaya would not be needed in these environments, unless incoming calls were not the focus of an organization. Outbound calls through Avaya without an appropriate contact list would probably be the only issue where I could possibly see a problem with using the software.
February 21, 2019

Avaya Call Center Review

Hammad Bin Idrees | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Sometimes phone calls got disconnected but you have the advantage with this app that it always shows the phone number the customer is calling from so you have a call history, and in that way, you can call the customer back to have a great resolution. At the end of the day, it's very useful and has great customer service.
February 21, 2019

Avaya Works Great

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Avaya has always handled the basic functionality for us, so we are very happy with it. I've heard from other companies that left and went with another system and they comment on how now much they miss Avaya.
Aly Hajiani | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication.
Ryan Andrus | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Our organization has around 1,000 employees. We use VOIP for all of our departments and Avaya has been very effective for handling our needs with telecom. Smaller organizations will likely find a more affordable solution then Avaya, but for medium-sized entities like ours, it has been a great solution. As an IT professional you really don't want to have to worry about telecom, and having a robust solution that is mostly hands-off has been a good fit.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Good for the basics. It's great for connecting users and department for quick and easy voice communication. Users have no issues quickly picking up how to use everything as needed. It leaves something to be desired in both the initial setup (took time and was complicated) and some of the admin features available on the back-end.
Juan Vlieg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
Avaya has a wide range of solutions that meets any market or segment. From small to medium and enterprise companies. Avaya IP Office is best suited for the small to medium-size businesses. The advantage you have is that it's very easily scalable so it can grow with your business.
When it comes to the engineering, after having worked with numerous other systems in the past that were not-so-friendly, IP Office is very easy to install and also configure. That saves you a lot of time when installing the system, which means you will have more time to spend on training users how to use the new system and making sure that they are completely happy and confident with it.
Alfred Brock | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I don't know of any in the communications system environments where secure, efficient and robust telecommunications are needed where Avaya would not be well suited. Where Avaya towers above their rivals are in a volume of calls and data processed and interconnectivity between points across the globe. It is very well suited for large educational institutions, hospitals, businesses and international organizations of all types. These systems would also be very useful in government operations.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I have seen the Avaya product used for small business and it used for very large business both with call centers and without call centers. The product line does not have to include all of the available options, it runs and will work with a basic PBX all the way up to a system with multiple linked call center/PBX and voicemail systems. Many of the systems use the same management interface so the learning curve to understand administration is much easier.

Some of the systems are MS Windows server based, but most are Linux (RedHat or a variant - CentOS) so you will need to have someone knowledgeable in both Windows and Linux servers on staff in order to deep troubleshooting.
Alessandro Tirone | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized

1. What are your SOW timeline?

2. How easily can your technology integrate with a current UC platform?

3. How are your licenses packaged? And what features do they offer?

4. How can AVAYA help reduce my network expenses? (Better my bandwidth utilization)

December 20, 2014

Avaya review

Score 6 out of 10
Vetted Review
Verified User
It is well suited for employees that make a lot of phone calls or receive a lot of phone calls.
D. SKye Hodges | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
The telephony field is fairly narrow when you are looking at Enterprise class telephony. You basically have Avaya and Cisco as the biggest players, then you have many smaller players from Aspect to Rolm, to Microsoft Lync. The biggest question to ask when selecting a provider is: How big do I need (How many stations or endpoints, what kind of call routing, what kind of integrations: IVR, VoIP, Conferencing, Voicemail, etc). If you need BIG, Avaya is not only one of the biggest, it is also the best.
June 09, 2014

Okay, not great.

Score 5 out of 10
Vetted Review
ResellerIncentivized
The key thing to ask customers when they are considering getting an Avaya system is whether or not they truly NEED it or not. So many people think they need Avaya when it really isn't needed. Customers think they need it because of the Avaya name brand.
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