Avaya Call Center Review
Hammad Bin Idrees | TrustRadius Reviewer
February 21, 2019

Avaya Call Center Review

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya

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.
  • Queue management is very beneficial in Avaya to route customer calls according to their profile i.e. high revenue generator.
  • You can prioritize which customer calls should be answered first i.e. customer tagging.
  • Cisco Unified Communications Manager (Call Manager)
We like Avaya better.
Cisco Unified Communications Manager (Call Manager)
Sometimes phone calls got disconnected but you have the advantage with this app that it always shows the phone number the customer is calling from so you have a call history, and in that way, you can call the customer back to have a great resolution. At the end of the day, it's very useful and has great customer service.

Avaya Intelligent Xperiences Contact Center Feature Ratings

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