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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
Features
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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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Reviews and Ratings
(188)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
August 01, 2023
CM in Avaya
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
89.23076923076923%
8.9
N/A
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- 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
No
- Cloud Solutions
- Integration with Other Systems
Agent Desktop, WEBRTC voice managed.
I will not change nothing
- 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
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.
- Change the IVR tree
- login an agent
- I dint find any particularly difficult in the use
September 30, 2015
An Education in Avaya Integration
The university uses the product as the main telephony solution. In day to day voice communications internal and external to the campus. The Notification solution system is used for emergency notification in the event of an emergency on campus to notify university personnel to take relevant action. The Contact center solution is used as the automated attendant for the university and to route calls to various departments using voice prompts. The solution is totally integrated and allows the university to contact one vendor for troubleshooting and problem resolution.
- All of the solutions are tested to integrate fully with each other.
- Vendor support is excellent
- Avaya makes it easy to get documentation for their product
- In some products after the Nortel/Avaya merger we found were not quite ready for general release. It seemed that they were rushed to market. We had updates that were required almost on a monthly basis.
- I don't know if this has been addressed, but I would like to see the ANS (Avaya Notification Solution) use MS Lync for the desktop notification. At present it uses IBM SameTime for Desktop notification which seems processor intensive (multiple servers required)
- The University has made it easier for students to contact the correct department the first time they call by using the automated attendent. This has lead to a better student experience and has helped lessen transferring the student.
- Emergency notifications are more efficiently made using the Web based interface or dialing a phone number into the Notification Solution. The university has a number published to all staff for emergencies that will activate our emergency alerts and lock all doors in the event of a hostile in the university, this is much quicker than manually locking the doors. A second number is published to the emergency staff to release the doors.
- For small conferences the 6 way bridge on the Avaya Communications Manager is much more cost effective than the large conference bridge used for larger conferences.
- SIP stations and the Session Border Controller has allowed the university to connect remote staff to the university phone system, allowing their phone calls to be transparent to students, this has saved the university cell phone costs since the calls are now routed via the Communications manager/session manager/Session boder controller to the internet to a hard phone in their home office.
I have nothing here. The phone system was selected before I was hired.
I did at one time use the Cisco VoIP solution. This was a few years ago and at that time they did not have a call center solution. I did not like it as much since the administration required a second phone number for Voicemail access. This may not be true anymore.
I did at one time use the Cisco VoIP solution. This was a few years ago and at that time they did not have a call center solution. I did not like it as much since the administration required a second phone number for Voicemail access. This may not be true anymore.
- Professional services company
April 29, 2015
Avaya ERS switch review
We use ERS switches across all industries as one of our core networking technologies. Avaya carries the full range of switches from soho to large data centers. My greatest experience is in the enterprise environment, implementing core, distribution, and edge switching. The interface is easy to manage. We rarely have issues with defects or breakage due to bad hardware.
- Their software support is great. Released software has not had any significant issues in my experience.
- They have a breadth of hardware levels to provide just the right switch for a customer's needs without having the customer be forced to buy more switches than they need.
- They have great documentation for when you are trying to find an obscure feature and need to see how to implement it.
- The software update process currently uses two files. It would be great if you could use a single file to update the software.
- They do not include a console cable with their switches, although one is available for purchase.
- Since the switches are easy to implement, installs happen faster and have less issues after installation.
- Due to the reliability of the switches, we have less service calls.
- Cisco,Juniper,Extreme
I find that Avaya has less configuration issues when compared to Extreme and Juniper. Avaya is less expensive than Cisco.
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.