Item: Avaya Call Center Elite
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

For call center functionality. So we use Call Center Elite for all of our call routing for ACD to take calls from customers, and guests to reach us in different ways. So we support a lot and we use the systems to get calls.

Pros and Cons

Avaya, especially with the Call Center Elite, they give a lot of great options for call centers because of the VNS and vector routing. A lot of different places have functions similar to it, but you can do a lot more specific routing and you can elaborate a lot more in your call flows. A lot of the other products, it just blends well with different Avaya systems and other adjuncts because they're very competitive and they can interact well.

I do feel that their support definitely needs a room for improvement. There is not a lot and I say that as in from the technology support side of it is the support definitely needs to be a lot better and that's because if we're running into troubles or issues, there's not a lot of help outside of when we go to Avaya to help fix it. We get a little down a bumpy road trying to get that fixed. The last time I was here, I worked up there.

Return on Investment

It's done everything we've expected it to do and we've been able to tailor it some to benefit us better from getting KPIs to being able to connect to everything that we need. There is a way to do it all and so it's been a lifesaver and it's just been a great product to be able to work with.

Alternatives Considered

Microsoft Teams, Cisco Unified Contact Center and RingCentral Contact Center

Avaya has been tried and true. The issue with the other places is everybody has the new bells and whistles that they think everybody wants, but when you have certain entities as big organizations, it's hard to always go to a cloud product or to go to uplift everything to something new. And gratefully, the Avaya product has done such a great job and that's why it is a call center elite product to have.

Key Insights

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?

Would you buy Avaya Call Center Elite again?

Yes

Likelihood to Recommend

Again, with the call center functionality being the ACD and with the elite options, it allows you to really dive into making a cohesive call center. Especially our centers are very call-centric, with a lot of voice talent, so we have to be able to route to a lot of places and we have that ability and that ability to do so with the Avaya Elite product. Some rooms for improvement would be to, I would say, to make a little easier for administrators and technology people to understand the product. There's a lot of information out there that's very technical, but it's not always the technical pieces that you need.

Avaya Call Center Elite Review

Overall Satisfaction with Avaya Call Center Elite