Item: Avaya Call Center Elite
Rating: 10
Author: Alan Meade

Use Cases and Deployment Scope

We use it for our contact center. We use both Contact Center Elite and Experience Portal. So this is when we're not doing IVR stuff. It provides a means for our customer base to get ahold of us to assist them with their vacations.

Pros and Cons

The product will provide translations to our call center for agents have particular skills.

I'm completely content with the way the product is.

Return on Investment

The product completely meets our business objective right now in a non-IVR environment.

Alternatives Considered

I've used a C Experience portal, Contact Center Elite for Avaya Symposium, and Symposium Express for other manufacturers. I've used the Cisco solution for the Cisco. I believe the Contact Center Elite is the easiest of all the products for the enterprise industry and it's got the best user feel to be able to integrate it into your phone system.

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?

Yes

Would you buy Avaya Call Center Elite again?

Yes

Likelihood to Recommend

I think it's well suited for an enterprise environment. It's not suited to a carrier environment. There are limitations on the number of VDMs and skills and it doesn't provide IVR functionality, but other than that it's a great contact center solution.

Avaya Call Center Elite Review

Overall Satisfaction with Avaya Call Center Elite