Avaya Call Center Elite Review
September 10, 2023
Avaya Call Center Elite Review
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Avaya Call Center Elite
Avaya Call Center Elite allows us to effectively route calls to agents, call comes in, and we try to service it in the IVR. If it's not serviced in the IVR, we need to route that call to the agent that can best answer that person's call. There's also reporting wrapped up in that, so we also have call management systems, CMSs, that give us all of the metrics on how agents are performing. Traditional metrics like average speed of answer, average handle time, and so on and so forth. They're all collected within CMSs. We also have internal systems that take data from CMS and other systems including the IVR. We call it a data mark where we can get some consolidated metrics that not only show what's happening in Call Center Elite or in the Switch. But what's happening with that customer in the IVR at the Switch and even some other different data stores throughout the enterprise.
- I think the reporting cause Elite does really good with reporting related to CMS and with the proper to-left knee programming. It performs well from a routing perspective. It will identify where the call needs to be routed to and it will cure it to that group pretty effectively. We've also found it to be relatively stable. You don't hear a lot of incidents about Call Center Elite going down. Sometimes it might be a database that might be having an issue or something else, but you never hear the call center has gone down or we can't route calls. You normally don't hear that. So it's been relatively stable.
- I think the biggest room for improvement in Call Center Elite is excellent with voice. But we have other channels such as email, and chat, and one of the reasons why we're bringing in Oceania is to fill that gap to provide customers with options no matter how they contact us, voice, email, or chat, they're serviced effectively. So that's the biggest gap right now and that's why we have a project to help fill that gap and to add AI functionality. It's good that Avaya has relationships with companies like Google because they're able to bring AI to the table like Google CC, AI, and Dialogue Flow. They're able to bring that to the table so we can leverage our investment in Lead and add on to it.
- I think it's been overall pretty positive. Part of using a product is also the support for that product. And I think one area that Avaya can get better at is support for those products. We have a couple of dedicated resources that help us with support and to tell you the truth, support has gotten a lot better than it was I'd say about three or four years ago. But when you talk about the product, so much comes down to once it's installed. What kind of support do you get? And I think that it's getting better, but I still think that it's an area of improvement.
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?
I wasn't involved with the implementation phase
Would you buy Avaya Call Center Elite again?
No