Great Technical Support!
June 23, 2023

Great Technical Support!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Experience Platform

We are Colombian BPO Company, We manage the services of many clients under AVAYA platform, we are implementing omnichannel services for most of clients.

We are interesting in channels integration under one platform or a platform that have the ability to connect other software solutions. Also interested in AI integration to improve channels efficiency

Pros

  • The stability or business continuity
  • Technical support
  • Innovation

Cons

  • Social Network channel
  • Integrate IA
  • Keep more the 90% of cliens
  • Improve client satisfaction
  • Improve agents experience

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

Yes

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Avaya Infinity™ go as expected?

Yes

Would you buy Avaya Infinity™ again?

Yes

Based in many years of experience AVAYA has a good support and stability, they have been developing the cloud solution and strategic alliances with innovator's companies.

The number of clients in different industries, number of licenses are impressive.

They value offer is according with the market needs and working to go further.

Avaya Infinity™ Feature Ratings

7.1
Agent dashboard
6
Validate callers
7
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
7
Warm transfer
6
Predictive dialing
7
Interactive voice response
7
REST APIs
7
Call scripts
7
Call tracking
8
Multichannel integration
7
CRM software integration
8
6.2
Inbound call routing
5
Omnichannel inbound routing
6
Recording
7
Quality management
6
Call analytics
6
Historical reporting
7
Live reporting
6
Customer surveys
6
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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