Overall Satisfaction with Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)
Avaya is used in our company in a global aspect, from our Callcenter, to Sales, Marketing, Finance, HR, etc. We use it for all of our telephone needs, we use Avaya Modular Messaging for our Voicemail system as well as a few internal automated attendants. Our IP Connections to our offices globally allow us to make calls to nearly any office over IP Links, thus avoiding toll charges for all in-house phonecalls. We also have users that can run a softphone on their computer to work remotely. We use our Modular Messaging system for voicemail, as well as voicemail alerts, and finding a user when they are away.
- Telephony Communications (ie, "Dialtone", calling, forwarding, conferencing)
- Call Accounting
- Enterprise Call Routing (Getting to the right endpoint)
- Reduced Toll Charges
- Reduced Conferencing charges
- Better Reporting
- Call Logging (Increased customer satisfaction)
When I came to this company in 1998, they were using Aspect, we changed over to Avaya in 1999. Reason: Scalability, reliability, global reach. We needed a product that would allow us to quickly create and configure users and extensions, get them skilled up to take customer calls, have a voicemail system that could alert us to new messages, etc. Avaya fit the bill.
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.
Using Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)
Well, actually we have paid maintenance, but not upgraded our hardware and software for many years. We are at a junction where we are either going with a smaller possibly decentralized telephony system, or we will continue to run on old hardware/software until it gets to a point that we can no longer fix it. I, personally, would like to see us continue to pay maintenance and upgrades, because the Avaya Aura platform provides the same capabilities as the largest Telephone companies, like Verizon, AT&T, etc from routing to integrations, ease of administration, etc. I'd love to see us continue, unfortunately it is just a financial issue.