CM in Avaya
Updated August 01, 2023
CM in Avaya
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Avaya Experience Platform
We have a call Center with 1800 Agents, I support within my Team all the organization. We have 16 different lines of IVR routines for all lines of Business. The IVR is integrated with 2 CRM (Saleforce and Microsoft Dinamics). Our Agent are connectec to the CRM Saleforce connector using One-x in the backgrond. We have more than 5000 SIP sessions to support our customers.
- Manage of IVR customers
- IVR integrated with text to speech
- CMS integration with Yoizen reportery
- Change the auto answer feature, according to differt customer
- Authentication o Bio-metrics
- Ways to program the IVR
- No ROI expert
I selected due to is the most used platform in my work day.
Do you think Avaya Experience Platform delivers good value for the price?
Yes
Are you happy with Avaya Experience Platform's feature set?
Yes
Did Avaya Experience Platform live up to sales and marketing promises?
Yes
Did implementation of Avaya Experience Platform go as expected?
Yes
Would you buy Avaya Experience Platform again?
No
Avaya Experience Platform Feature Ratings
Using Avaya Experience Platform
1200 - We are a financial Institution, we represent payments with Credit Cards in Argentina. Transfer between bank accounts and virtual accounts. ATM Cashiers ( Banelco ATMs ). Also Prisma is present in Commerce Business with POS terminals the brand is Payway.
6 - My self as manager, and Prisma employee with experience in Avaya Contact Center. CM, EPM, SMGr, SBC, SM, G650, AMS, onex. 4 engineers outsourced for ABM task from an Avaya Business Partner. All these engineers have the same skills that the Prisma employee. Also we support the Nice recorded for all our agents.
- incoming call treatment and response
- Customer Satisfaction
- Omnichannel
- The training to the agent is simplified
- The attrition was improved
- We need to have the voice on-premises
- We are moving 100% to cloud applications (Backend Apps)
- Automatization and Biometry
Evaluating Avaya Experience Platform and Competitors
- Cloud Solutions
- Integration with Other Systems
Agent Desktop, WEBRTC voice managed.
I will not change nothing
Avaya Experience Platform Implementation
- Third-party professional services
Avaya Directly
Change management was minimal - The Change Management is part of technologie, we implemented this with the Avaya help.
- Long time to implemented
- Migration
Avaya Experience Platform Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support cares about my success Quick Initial Response | None |
Not sure, I purchase Avaya support.
few weeks ago we had an issue with a Session Manager outage and avaya resolved in 20 minutes.
Using Avaya Experience Platform
| Pros | Cons |
|---|---|
Like to use Relatively simple Well integrated Consistent Convenient Feel confident using | None |
- Change the IVR tree
- login an agent
- I dint find any particularly difficult in the use