Realtime Data When You Need It
June 23, 2023

Realtime Data When You Need It

Candice Lynch | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Experience Platform

I use Avaya Infinity™ to monitor our servers, look at certificate expirations, and to get a snapshot of the health of our Avaya system.

Pros

  • Provides accurate data
  • Houses accurate certifications and status'
  • Gives a good health check snapshot for key stakeholders

Cons

  • Latency in reporting
  • Latency in launching
  • I would like the ability to customize AEP dashboards per user
  • Accurate reporting
  • lag in reporting due to latency
  • Real time data
We use Verint WFM for our call recordings.

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?

Yes

Did implementation of Avaya Infinity™ go as expected?

Yes

Would you buy Avaya Infinity™ again?

Yes

When or call volume fluctuates, or we have reports of call degradation, we look to AEP to provide a health check for servers and systems.

Avaya Infinity™ Feature Ratings

8.2
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
10
8.0
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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