Avaya brings automation and improves the workflow with better productivity.
April 09, 2025

Avaya brings automation and improves the workflow with better productivity.

Swati Sapna | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Experience Platform

The software has omnichannel communication available for the customers who interact with us through this tool. They can text, mail, audio call, video call, etc., and get updates regarding detailing services and even book an appointment for their cars. Also, the AI-based chatbots simplify the interactions by replying to the initial and simple part of the chats for us.

Pros

  • The customers and people interested in our services can easily contact us through Avaya.
  • It also helps collect customer feedback after the service is completed.
  • Also helps in tracking all the information of latest leads that we get through ads.

Cons

  • The interface is intuitive and complex, and training our new interns to use and understand its features takes a lot of time.
  • There is no integration available with Facebook or Instagram, which can be done in future updates.
  • There is no filter available to extract specific insights when needed.
  • In the first month after installing Avaya we hit 19% growth in total sales of business.
  • Operations costs have been reduced because of automated scheduling, reporting, follow-ups, etc.
Avaya is really a high-tech and feature-laden software that brings lots of automation to our business. Even from the first month, we have hit direct growth of 19% in our sales, and overall leads increased by 45%. So, for us, it has been a very useful software, and we are planning to use it for a longer duration.

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

The platform ensures that our sales team connects customers who inquire about high-ticket size products and services properly with the company's old experts, who have more experience in the business, so that the probability of their final customer conversion becomes much better.

Avaya Infinity™ Feature Ratings

8.5
Agent dashboard
9
Validate callers
7
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
7
Interactive voice response
9
REST APIs
9
Call scripts
10
Call tracking
8
Multichannel integration
9
CRM software integration
7
8.3
Inbound call routing
8
Omnichannel inbound routing
9
Recording
10
Quality management
8
Call analytics
7
Historical reporting
8
Live reporting
9
Customer surveys
7
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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