Item: Avaya Call Center Elite
Rating: 8
Author: Pamela Johnnicans

Use Cases and Deployment Scope

We have multiple call centers or contact centers that we support. So we use it to route inbound and outbound calls to agents who work in the office and remotely.

Pros and Cons

The product addresses how our customers can reach us efficiently by skill-based. They can reach the right group of people. We have products that support callbacks and so I think we're trying to make it easier for our customers. So I think that's what the product does.

I think the reporting. The data that's collected could be easier for the business to be able to manipulate. I think that the new products that are coming out that they could be more focused on the customer needs versus what Avaya says they should be. Best way I could put it.

Return on Investment

I think with the latest improvements that Avaya has made, I think that because we aren't fully utilizing all of the features and because some of the things that we purchased aren't being implemented effectively and efficiently, I think that it hurts our ROI in that way.

We have a host of toll-free numbers and different departments, but most important is when we have outages when storms come. So we need to be able to make sure that our customers can reach us quickly, that less hold time that their calls are completed on the first attempt, and that they're able to reach someone quickly.

Avaya Call Center Elite Review

Overall Satisfaction with Avaya Call Center Elite

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Key Insights

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

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

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

Did implementation of Avaya Call Center Elite go as expected?

Would you buy Avaya Call Center Elite again?

Likelihood to Recommend

Avaya Call Center Elite Feature Ratings