Avaya Infinity™
March 19, 2024

Avaya Infinity™

Simone Hidalgo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with Avaya Experience Platform

I sell Avaya Infinity™ to users and it's a great platform.

Pros

  • Digital media
  • Customer Journey

Cons

  • Recording
  • Dialer
  • Less agents doing the same thing
  • High cost
It's a high cost, it must be better, but Avaya Infinity™ is a very trustful solution.

Do you think Avaya Infinity™ delivers good value for the price?

No

Are you happy with Avaya Infinity™'s feature set?

Yes

Did Avaya Infinity™ live up to sales and marketing promises?

Yes

Did implementation of Avaya Infinity™ go as expected?

I wasn't involved with the implementation phase

Would you buy Avaya Infinity™ again?

Yes

It's very good for the customer journey, but it's necessary to have a predictive dialer.

Avaya Infinity™ Feature Ratings

8.1
Agent dashboard
9
Validate callers
9
Outbound response
7
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
3
Interactive voice response
6
REST APIs
8
Call scripts
8
Call tracking
10
Multichannel integration
8
CRM software integration
9
8.9
Inbound call routing
9
Omnichannel inbound routing
8
Recording
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

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