Avaya, one of the best telecommunication providers!
Aly Hajiani | TrustRadius Reviewer
February 15, 2019

Avaya, one of the best telecommunication providers!

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya

Avaya is used departmentally within the organization. We use it for interdepartmental communication, external calling, our sales team uses it extensively for conference calls and dialling internationally. It provides an extremely crisp and clear connection and we depend on it quite a bit to ensure our calls go smoothly when speaking with clients.
  • 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.
  • Better call quality leads to lesser errors in communication.
  • Smoother processes.
  • Switched from a competitor provider that had similar pricing, so we gained better call quality and better tech support at no additional cost, by switching to avaya (except implementation)
Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication.

Avaya IX Contact Center Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
8
Predictive dialing
7
Interactive voice response
8
REST APIs
8
Call scripts
7
Call tracking
9
Multichannel integration
9
CRM software integration
7
Inbound call routing
9
Omnichannel inbound routing
9
Recording
8
Quality management
9
Call analytics
10
Historical reporting
9
Live reporting
8
Customer surveys
9
Customer interaction analytics
9