Avaya ERS Product features
Amit Gumber | TrustRadius Reviewer
February 21, 2019

Avaya ERS Product features

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya

We are using Avaya Ethernet switches in our departments which have servers and users connected.
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.
  • Using Avaya in an organization helps to maintain stability in the environment.
  • Avaya has trained technical support to overcome all issues quickly.
  • The Avaya product's stability and seamless code upgrade are very important features to use.
We have selected Avaya due to the cost-effective solution and ease of support. Avaya provides us all with advanced features, including fast hardware replacement services.
Avaya has unique features, such as product integration and interoperability with multiple vendors and muti-year cost effective maintenance contracts which give us reduced operational cost and long-term support capabilities.
Avaya is well suited in branch locations where we have less trained IT staff, as Avaya has rich GUI features to access from anywhere. We can also use Avaya in remote locations connected using a VPN, as access traffic is easy to pass from encrypted links. Avaya is less appropriate where IT administrators have no or less experience using CLI.

Avaya IX Contact Center Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
9
Interactive voice response
10
REST APIs
9
Call scripts
9
Call tracking
10
Multichannel integration
9
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
9
Call analytics
9
Historical reporting
10
Live reporting
9
Customer surveys
9
Customer interaction analytics
10