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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 8.4

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

(1-4 of 4)
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
February 16, 2019

Go On Avaya

Michael nabil | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Avaya across the whole organization. It's mainly used as a VOIP solution but our IM and Video conferences are through Skype for Business.
  • Easy management
  • Easy configuration
  • Stability
  • Need to have a good marketing like Cisco
  • A lot of training centers as we face a delay until there is availability in the training schedule
  • Online awareness of the new products
We have a good setup of Avaya with full integration with Cisco Call Manager and Skype for Business
Contact Center Software
N/A
N/A
Workforce Optimization (WFO) (1)
80%
8.0
Inbound call routing
80%
8.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Cost savings for calls abroad with the regional office
  • Cost savings for calls between the branches
  • Time-saving for conference calls through Avaya
Price wise Avaya is more convenient.
Skype for Business (formerly Lync), Viber
1300
all company departments
1300
  • Calls between branches inside the country
  • Calls with the regional offices
  • Conference calls
  • I think the integration with Skype for Business and the numbering map between both of them.
  • If we are able to publish the system it will be good for mobile users.
Alfred Brock | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
At this time, Avaya is being used across the offices in North and South America. It interfaces well with other systems in Asia and Europe. The business problems it addresses, of course, are our corporate telephony needs. The system is complex yet easy to work with. The more powerful features we can offer our associates are easy to operate so the complexity of the system is transparent to the users.
  • Interfacing with other PABX systems is something that Avaya does particularly well. I believe this is a strength for Avaya because when I am working with other systems getting them to do the same thing is much more difficult and only partly addresses the problem. Avaya provides a complete solution.
  • Handling large numbers of calls and an enormous amount of data is something that Avaya does very well. We have very heavy communications loads at times and having a professionally designed and maintained system like Avaya allows us to manage these loads in an efficient manner. I think this is a strength for Avaya because the breadth of coverage it provides is scalable for extremely large systems that their competitors struggle to achieve.
  • Redundancy in systems is sometimes a bad thing but Avaya's system allows us to build redundancy into the system so that we never lose connections. This is a strength for Avaya because with other systems I have noticed it is necessary to build physical redundancy into the system rather than through software. That is one way that Avaya helps us save money.
  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
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.
  • Positive Return on Investment from Avaya happens every day. Errors are minimal and can be addressed in a simple manner. The system is robust and has not experienced a failure or interruption over the course of many years.
  • The positive ROI, in this case, is that maintenance costs are low, development costs are low and results are at a high level of quality. Avaya provides us with uninterrupted telephony services on a global basis.
Avaya stacks up against Vonage, Genesys, and others in that the price is right and quality is top-notch. Avaya's system is robust and based on historical trends in telephony. They have also been able to incorporate new features will very little fuss and no disruption. They offer a full line of software and hardware to operate their systems, and, if necessary, offer a measured way to incorporate other technologies, even that of their competitors', into their system to provide a seamless and expert set of solutions.
5
IT Network, IT Communications, and IT Telephony. They provide services for manufacturing, sales, executive functions, design and all aspects of the business. They work in the United States, Canada, Mexico, Brazil and other offices across Central and South America. They are engaged using various models of PABX but Avaya controls them all.
5
The skills necessary to support Avaya are technical in nature. They range from simple text entry to medium level and advanced programming capability. Knowledge of telecommunications operations, as well as laws governing them (national and internationally), is also important. The people who undertake this work should be solidly versed in telecommunications process and be detail oriented.
  • Setting up and maintaining telephony and data contacts at individual offices
  • Setting up and maintaining telephony and data contacts between distant offices
  • Providing international telecommunications services to the company
  • We have been able to bridge the gap between nations and establish a secure and flexible system.
  • We are looking forward to moving to the cloud and incorporating the best of all worlds. Avaya will be able to provide us the ability to offer high-quality telecommunications services and videos to remote locations around the world.
I have always found Avaya's technology and support to be the best in the industry. Even as they worked out financial difficulties and continue to fend off competitors they have adopted and incorporated new technologies. They have done so in a logical and supportive manner and offered all these benefits as they went along. I haven't seen any of their competitors do any of this.
June 09, 2014

Okay, not great.

Score 5 out of 10
Vetted Review
ResellerIncentivized
Avaya is currently not being used by any part of our company. We do have a nice display of Avaya products in our demo room. When we were using Avaya, it was very useful in helping us stay connected with our customers.
  • Avaya is very simple to use.
  • I love having an adjustable back-lit display.
  • Great music on hold capability.
  • I feel that Avaya's products are not very durable.
  • I feel that the their products have poor quality of service.
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.
  • Negative impact due to the cost of repairs on the phones and system.
0
0
I give Avaya this rating because of the overall poor quality of the products they make. Too many times our company has had to retrip back to our customers to fix their phones/systems.
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