Fantastic Software Must use for best customer care
April 02, 2025

Fantastic Software Must use for best customer care

Pankaj Prashad | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Experience Platform

We use Avaya to handle our customer care dept in on of business group. It needs very high-speed internet. It has a good user interface. It is very easy to use. We can track all dialed, received, and missed calls. Few Issues we noticed like many times we heard call voice is very low, there is some disturbance in the background.

Pros

  • Improve customer relations/service - Avaya helps in improving customer relations as we use this to reach out handle customer queries.
  • it helps to manage and improve customer experiences across voice, digital (email, chat, messaging), and other channels
  • Email, chat, and messaging - Its helps with email, chat, messaging facilities.

Cons

  • Support team needs to more accurate and easily approachable
  • Good network - Sometimes we feels issue with call quality there are some noises with their apps and equipment
  • Integration issue with the products.
  • Implementation cost is one major thing while choosing the appropriate communication services. and it offers great pricing.
  • Enhanced customer experience. it enhance the customer experience and provide better opportunity for customer services.
  • Cloud based services increases the operational efficiency for customers.
Avaya has versatility in calling, receiving, and configuring. Being able to have notion of location, exchange of messages. we could see supplier information and configure it to our liking. as it is practicality for configuration and manual handling. Interactive and easy to learn screen. Being able to generate call reports for analysis of service in others
Avaya is extremely reliable and easy to perform system administration. Frequently updated documentations are available in Avaya Portal and easily to get web chat advice from the internet.

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

Skype for Business / Lync (discontinued), Cisco 4000 Series Integrated Services Routers (ISR 4000), Microsoft Teams
Avaya is a very suitable platform for call center easy to use simply understandable. You can use this from soft phone or Hardphone its work so perfectly with any thing. Easy to monitor Incoming outgoing call from one system.You can create Master admin ,Admin ,Agent, Any profiles according to your requirements and you can give rolls and access according to you,

Avaya Infinity™ Feature Ratings

8.1
Agent dashboard
8
Validate callers
7
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
8
REST APIs
9
Call scripts
8
Call tracking
8
Multichannel integration
9
CRM software integration
7
7.9
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
7
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Avaya Infinity™

  1. Home
  2. Contact Center Software
  3. Avaya Infinity™ Reviews
  4. User Review of Avaya Infinity™