Avaya my daya
Anonymous | TrustRadius Reviewer
Updated February 26, 2019

Avaya my daya

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya

Avaya is used by my organization to distribute calls to the appropriate departments. It is used by many call center departments and across the many centers we have in the United States. It breaks the calls down to the appropriate agent who can handle the call.
  • 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.
  • I am at the user end of the system, so I do not have this data.
It is great for tracking and monitoring, but less than great for transferring to someone not on the system and in your drop down call lists.

Avaya IX Contact Center Feature Ratings

Agent dashboard
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Call tracking
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10