Item: Avaya Call Center Elite
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

Our call center uses Avaya Call Center Elite, and a specific team attempts to use the mobile application. All our call center employees either work from home or are a hybrid, so the phone must work on home internet services. We also operate 24 hours a day 7 days a week so reliability is important.

Pros and Cons

It has great call quality.
The call recording is helpful.
It is easy to use.

The mobile app is terrible.
It auto logs off after 15 minutes.

Return on Investment

It can give good reporting.

Alternatives Considered

We previously used Aspect, which, in my opinion, was bad. I was not a part of the decision-making, but I helped implement it in my department. It’s better than Aspect, but I would like to see it do more.

Key Insights

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Avaya Call Center Elite go as expected?

I wasn't involved with the implementation phase

Would you buy Avaya Call Center Elite again?

Yes

Likelihood to Recommend

Avaya Call Center Elite is good for call centers when calls are constant, but our team is not always taking calls and the system logs itself off, which makes retrieving voicemails difficult. In my experience, there are constant sound issues, which are very frustrating and make the product seem cheap. It works for what we need it for but could be much better.

Avaya Call Center Elite Review

Overall Satisfaction with Avaya Call Center Elite