Avaya Review
January 24, 2020

Avaya Review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)

We used Avaya as an office telephone system along with the Genesys as a contact center solution.
  • Reporting.
  • Robustness.
  • Social media engagement could be added.
  • More chat bot functionality.
  • Expensive.
  • No training opportunities, you have to learn on your own.

Do you think Avaya OneCloud CCaaS delivers good value for the price?

Not sure

Are you happy with Avaya OneCloud CCaaS's feature set?

Yes

Did Avaya OneCloud CCaaS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Avaya OneCloud CCaaS go as expected?

I wasn't involved with the implementation phase

Would you buy Avaya OneCloud CCaaS again?

No

Avaya is a robust and stable system that has been working great since installed (as an office telephone system) and it has proper CMS reporting, and actually gives us what we need.

Avaya OneCloud CCaaS Feature Ratings

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

Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center) Support

They have trained support engineers who are helpful when it comes to solving any system issues.