good for standar telephony based operations in CC
June 26, 2023
good for standar telephony based operations in CC
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Avaya Call Center Elite
we used at 2 CC teams through the customer journey (customer service and collection team) around 100 agents including both queues.
the thing is that we need to expedite resolution average time and CSAT for our customers, and the technology help us to improve conversation routing and resolution efectiveness, it's being a good journey with avaya , but we need to continue reaching value from the tech.
at this point the only thing is that some services are not longer optimzed on this application and i'm looking how to improve it (like APC).
the thing is that we need to expedite resolution average time and CSAT for our customers, and the technology help us to improve conversation routing and resolution efectiveness, it's being a good journey with avaya , but we need to continue reaching value from the tech.
at this point the only thing is that some services are not longer optimzed on this application and i'm looking how to improve it (like APC).
- routing calls
- monitoring a supervision
- keep agents occupied
- APC is not longer optimized
- need more automation
- good security for our data and customer info
- good service level and tech support
- not functional edition for IVR (need allways tech people)
Do you think Avaya Call Center Elite delivers good value for the price?
Yes
Are you happy with Avaya Call Center Elite's feature set?
No
Did Avaya Call Center Elite live up to sales and marketing promises?
Yes
Did implementation of Avaya Call Center Elite go as expected?
Yes
Would you buy Avaya Call Center Elite again?
No