Item: Avaya Call Center Elite
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use CC Elite to setup call queues and call handling treatments for each line of business.

Pros and Cons

Call queuing/priorities
Reporting capabilities
Uptime/resiliency

Major release upgrades are a pain
Bulk editing of stations would be nice. Or provide customers with ProVision.

Return on Investment

Improved voice quality over our Aspect system
Quicker call handling times
Reliable connections to agents

Alternatives Considered

Aspect Unified IP, Cisco Unified Communications Manager (Call Manager), AudioCodes Mediant Enterprise Session Border Controllers (E-SBCs), Cisco Session Border Controller, Ribbon Session Border Controller (SBC), Perimeta Session Border Controller (SBC) and Verint Workforce Management

Avaya is our favorite communications platform. We are in the middle of a migration to move everything to Avaya Cloud.

Other Software Used

Microsoft Teams, Aspect Unified IP, Perimeta Session Border Controller (SBC)

CC elite is critical for connecting our customers and our employees together. We have 18 specific business groups that are customer facing or internal. The Aura platform with CC Elite allows communication reliability we need every day. We have spent years with Avaya and almost all outages are around our network stability and not the phone system.

We would like to see some improvements when integrating with our third party systems.

Contact Center

Overall Satisfaction with Avaya Call Center Elite

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Key Insights

Do you think Avaya Call Center Elite delivers good value for the price?

Are you happy with Avaya Call Center Elite's feature set?

Did Avaya Call Center Elite live up to sales and marketing promises?

Did implementation of Avaya Call Center Elite go as expected?

Would you buy Avaya Call Center Elite again?

Other Software Used

Likelihood to Recommend

Avaya Call Center Elite Feature Ratings