Its elite... what else to say.
June 23, 2023

Its elite... what else to say.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Call Center Elite

We currently use Elite as part of our Avaya stack for 50k+ agents supporting multiple clients across multiple countries. Elite provides us with a cost-effective, robust solution that allows us to deliver excellent services to our clients.

Pros

  • Robust solution.
  • Easy administration.
  • Easy interface for agents.

Cons

  • Integration to next-gen tools could be easier.
  • Updated UI on client apps.
  • ROI
Avaya is an overall cheaper solution at scale but has some shortfalls in integration to next-gen apps.

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?

Yes

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?

Yes

Suitable for any size contact center, especially relevant in blue light service scenarios where robust on-prem solutions are required.

Avaya Call Center Elite Feature Ratings

8.0
Agent dashboard
Not Rated
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
8
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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