My high level view.
June 23, 2023

My high level view.

Jeff Grant | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Call Center Elite

The ability to manage our call priorities using the tool. Allows to ensure we provide expedited service to those calls we deem higher importance.

Pros

  • Call priority.
  • Routing
  • Advocacy

Cons

  • Reprioritizing while in the queue.
  • Jump to another queue.
  • Call handling.
  • Call quality.
We like the ability to easily add CBA in CC Elite and the quality of the call.

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

The ability to provide callback from within our queues is a big step for us. How can we provide the ability to channel up out of a phone queue to a digital channel?

Avaya Call Center Elite Feature Ratings

7.7
Agent dashboard
7
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
6
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
10
Call scripts
8
Call tracking
8
Multichannel integration
6
CRM software integration
6
8.1
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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