Overall Satisfaction with Avaya OneCloud CCaaS
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.