Avaya Infinity™
June 27, 2023

Avaya Infinity™

Craig Sims | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Experience Platform

Contact Centre - digital and social interactions for both Sales and support.

Pros

  • Digital Interaction
  • Consolidated Reporting
  • Blended Agents

Cons

  • Interaction with our on premise voice pabx
  • Positive More Sales
  • Positive quicker resolution for support on the preferred channel
Quicker to deploy and fits with our current voice platform.

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

Well suited for Messenger and Whatsapp interactions, Text
Not as well suited with the voice WFO products

Avaya Infinity™ Feature Ratings

9.6
Agent dashboard
10
Validate callers
9
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

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