Avaya Infinity™ is the Next Generation Cloud CX
Updated December 20, 2024

Avaya Infinity™ is the Next Generation Cloud CX

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Reseller

Overall Satisfaction with Avaya Experience Platform

Avaya Infinity™ was used to complement and existing Avaya Aura Contact Center solution that wanted to add newer capabilities such as AI and IVR capabilities via the cloud to an On-Prem CX. This flexibility allowed for new features and functionality additions to a system the customer already has and that they love.

Pros

  • Artificial Intelligence
  • Cloud Services
  • Complement existing On-Prem Equipment
  • Scalable

Cons

  • On - Prem version, for customers to scared for the cloud
  • Better Reporting Package
  • embedded in the software such as Elite
  • Assisted with ROI as we used existing CX, which is not obsolete as this complemented the AACC platform
  • Provided AI services to an existing CX environment
  • Flexiblity was key
  • Only negative, no option for on-prem for customers not comfortable for cloud
Very Easy to use and Intuitive. Reporting and Graphical user inferface suport the latest browsers and that fact it integrated and complements existing customer experience platform make it easy to bring over into the environment. Finally, the fact it is all in the cloud, no issues running updates, upgrades, or things of that nature that would slow the service.
Avaya Infinity™ has come up with a great product that will compete in no time against the more mature products in the market. Key is Avaya name is still in the market and I can see this being the platform going into the future of Avaya in the customer experience sector.

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?

I wasn't involved with the implementation phase

Would you buy Avaya Infinity™ again?

Yes

For what I have scene it is fantastic to complement an existing legacy call center environment which adds additional functionality and features via the cloud. At the same time, it can be used for customers that have budget constraint so the fact it can work with legacy CX platforms such as AACC and Elite is definately amazing!

Avaya Infinity™ Feature Ratings

8.1
Agent dashboard
8
Validate callers
7
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
10
Warm transfer
6
Predictive dialing
7
Interactive voice response
10
REST APIs
6
Call scripts
8
Call tracking
9
Multichannel integration
10
CRM software integration
7
9.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
8
Quality management
8
Call analytics
9
Historical reporting
10
Live reporting
10
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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