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Starting at $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…
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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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Avaya Experience Platform Review | Telecom Administrator doesn't mince words
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Technical Analyst breaks silence | Avaya Experience Platform Review
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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
(1-2 of 2)Companies can't remove reviews or game the system. Here's why
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.
- 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.
- 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
We are a reseller of Avaya solutions and platforms but we also use the product internally as our communications solution. Avaya's UC platform is an ideal solution for our organization especially the mobility functions.
- Ease of administration is one of the biggest strengths of Avaya Solutions. The ability to configure multi-site Enterprise systems from one centralized administration application and make moves, adds, and changes is a key strength of the Avaya Solution.
- Avaya surviveabilty solutions are robust, multi-layered, and easy to deploy. When added with the ease of administration strength no other communication solution comes close.
- Avaya's mobility solutions enable communications from virtually anywhere on the planet. With features like EC500 which integrates your cellular phone to the voice network, to One-X Mobile which allows you to load an Avaya application on your smart-device, with Avaya you are always connected.
- Avaya could definitely improve it's convoluted licensing and registration processes. As a solutions implementer sometimes it can be difficult to navigate the maze of processes and steps required to get systems properly licensed and registered. There also tends to be long waits on registration confirmation. This increases total time to deployment.
- Some of the advanced applications positioning can be confusing. When you look at the complete solution portfolio of Avaya there are several advance applications that overlap each other in functionality. It can be difficult to suggest the correct solution.
- Avaya systems have improved our overall accessibility. With its mobility features customers are able to more effectively communicate with our employees which improves customer service. We achieved a 94% customer service rating on a recent survey.
- Avaya's new Virtualized servers require fewer resources to deploy. We are able to install the same amount of systems with a fraction of the resources. This allows us to install more systems as a company.
- This feature rings your cellular phone at the same time it rings your desk phone. The user is able to switch between the cellular and the desk phone while active on the call seamlessly.
- Voicemail to email integration allows voicemails to appear in your Outlook inbox.
Yes
The mobile interface seamlessly integrates your cellular phone to the voice network. One-X mobile allows your to transfer and conference calls from your mobile device.