Reviews (1-25 of 26)
- Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
- The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
- Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
- The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
- One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
- The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
- Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
The entry of the Avaya Call Center has brought a string of advantages for businesses, agents, and customers alike.
- Decreased volume of calls as well as expenses as a result of customer interactions becoming more viable through multiple channels such as chat, email, SMS, and social media.
- Real-time and historical data are easily accessible and ready for reports, enabling businesses to alter the contact center structure to adapt immediately to address ever-changing business needs.
- Smooth and seamless interactions with customers become a reality as agents can easily add personalization elements to their interactions by accessing customer history.
- What I like the most was it's very easy to understand.
- Displays the phone number of the customer calling in on the screen.
- It is very efficient at call centers since you can hear clearly without any interruptions or any static on the line.
- It is definitely an indispensable tool if you want to have a communicative contact without failures.
- The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries.
- My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call.
- The phone will continue to ring until it has been picked u. I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.
All the switches are mostly located outside the data center. With the help of the Avaya Graphical Tool, it is easy to identify the ports which are up and having issues. The product is very stable too, so we don't find any issues in terms of vendor support.
- Avaya ERS switches code is very stable, and I have not seen any switch crashes or software failure since last year.
- Avaya ERS' ability to upgrade the software of line card in the stack is the most important feature that we have seen.
- Software upgrading in devices is very easy, and it took little time to upgrade the switches in a quick and efficient manner.
- Avaya ERS lacks CLI awareness, as most of the administrators find it difficult to use via CLI.
- Sample configurations and tech notes have less inventory as compared to other vendors such as Cisco and Juniper.
- No Virtual LAB assistance provided by Avaya as others have LABs hosted on cloud environments.
- Support is always available when needed as well as being able to ask questions about different issues that might arise.
- Easily able to modify the system to accommodate the users and incoming telephone lines.
- User-friendly for the end users to access their phone's features and voicemail.
- My system is using digital and analog phones where we are trying to upgrade to VoIP phones. The features and functionality of these phones are so much easier to use, but the system does not allow for automatically finding the system to use. It does not integrate well with other security features installed by the company.
- Tracking abilities.
- Monitoring abilities.
- Call center distribution of calls.
- Some calls change without warning. You may lose a call and you are automatically talking to the next one without warning.
- Transferring calls between fellow employees not on the Avaya system is difficult. If you do not use the Avaya transfer it will tie up your line.
- It's a great system and very easy to use.
- Has a super voicemail system that my users like a lot.
- They are continuing to enhance the product so it continues to get better and better, keeping up with other competitors.
- Personally, I like the Avaya Site Administration client software, and I'd love to see them enhance this and not force everyone over to the web to administer the system.
- Enhance the Ayava Aura Messaging to do what the 3rd party software companies can do.
- Clear connection.
- Very few hiccups, problems, or bad connections.
- Very fast to resolve any problems. Tickets are resolved quickly. Good turn around time.
- Some hiccups when it comes to connecting and call quality. Not very frequent though
- Implementation took longer than expected
- There were some integration issues that slowed down implementation but they were able to address these issues quickly.
- Avaya has provided reliable telecom for us.
- The VOIP has had a very high QOS, with great features for users.
- It has provided a very worry-free and stable phone setup for us.
- We have had some issues with the phone switches, after power outages.
- The backend user interface could really use a facelift.
- Easy management
- Easy configuration
- 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
- 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.
Positive impact: Avaya's quick and easy IP office solutions has helped reduce our overall project timeline and expenses.
- Contact center solutions are very feature rich allowing several channels of communications to customers.
- Redundancy configurations, high availability, and virtualization make it a very robust and secure voice platform.
- With centralised licensing, proactive voice quality monitoring, and extended diagnostic features, it’s easy to keep everything running smoothly in your mid-market company.
- You can [use] the UC system that works for you with up to 50% less memory required to grow your communication network with your business. There are plenty of rich APIs available to integrate with your system too, so you can design the strategy your business needs.
- Avaya's license structure can be a challenge to understand.
- The UC core applications.
- Avaya needs to have more tools for bulk configurations, ability to export and edit a configuration, not all fields in a site administrator are exportable.
- The softphone solution on the IP office side interface is very outdated.
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.
- Reliability, we are currently on an older Avaya Infrastructure and it is standing the test of time.
- Support, Avaya support has been very reliable.
- Avaya could provide an easier to use Support website. It is hard for us to place correct Service Requests for support on the Avaya Website.
- Centralization is key. If you want to have all of your facilities on one phone system, to help mitigate telecom costs this is the system for you. You purchase the necessary licensing (one time purchase) and the licenses stay with you as long as you stay on that platform!
- Flexibility is fantastic. Whether you want to use the IP Office as a key system, or replace your existing partner system, or run as a PBX. This system will do it all, I was very impressed with the compatibility of the IP Office with legacy equipment. Have a Partner system? Not a problem. Have a Definity system? Not a problem!
- Broad based technology. You can utilize CO trunks (POTS lines), ISDN/PRI, T1, SIP, etc.... What ever your carrier hands off to you the IP Office can integrate with. No need to work with a third party vendor to get your interface up and running. AVAYA is a one stop shop, and if you have an existing warranty, just upgrade your IPOSS information on the system and your new hardware is covered.
- Rush for updates. At times an updated will fix one problem, and inadvertently create another. However with due diligence from your business partner (Tektivity) patches are tested before being rolled out in production environments.
- Part itemization. If you purchase a new system, the power cord does not come with the unit, that is a separate part. Very minor in the grand scheme of things but as a reseller and a customer still somewhat annoying.
- Large convoluted organization. As a user trying to navigate the AVAYA website, and track down information can be daunting. Even calling support can be challenging, you never know if your call will be routed to India, Brazil, or Denver. That is why the relationship with Tektivity is so important. You can leverage your business partner to get the answers you need so you can spend your time tackling issues that need your attention.
- Great Project Management skills on major telephony/telecom deployments.
- AVAYA's professional services. Their on site technicians/engineers are extremely knowledgeable and professional
- AVAYA's Devconnect programs offers a wide range of on-line course and certification programs
- AVAYA's turn around time on major and minor deployments. SOW's take way to long.
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)
- 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.
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.
- 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.
- 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)
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.
- It makes it easy to contact someone in the company.
- Allows user to create a quick contact list for employees.
- Easy to access voice mail.
- Adding personal Bluetooth device is not possible or difficult at this point.
- The interface looks dated.
- Sound quality is good
- Avaya support is pretty good
- Manage friendly
- Cost per phone can be reduced
- Can be more efficient to open a ticket ASAP
- Can be more system integration to manage whole voice infrastructure
Avaya Intelligent Xperiences Contact Center Scorecard Summary
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