Item: Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)
Rating: 8
Author: Uchenna Ezumezuh

Use Cases and Deployment Scope

It is actually integrated into our CRM tool for answering calls automatically and voice recording. Avaya is used throughout the whole organization to call within the business. It used mostly by our Call Center department for the automatic answering of calls when they come in. It is also used for monitoring the quality of calls by our call center agents.

Pros and Cons

It records calls quite clearly and consistently.
It integrates well with our CRM tools.
It automatically answers calls of our customers while our agents engage them.
It makes workflow more efficient.

It required quite a lot of learning to get used to the software.

Return on Investment

It has increased our efficiency.
Avaya has increased our customer engagement capabilities.

Support Rating

I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.

Key Insights

Do you think Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center) delivers good value for the price?

Yes

Are you happy with Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)'s feature set?

Yes

Did Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center) live up to sales and marketing promises?

Yes

Did implementation of Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center) go as expected?

Yes

Would you buy Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center) again?

Yes

Other Software Used

Kaspersky Cybersecurity Services, Cisco AnyConnect, Microsoft 365 Business

Likelihood to Recommend

Avaya Intelligent Xperiences Contact Center software is best suited for organizations with a large number of customers they need to interact with on a daily basis. An organization such as mine requires functional software like the Avaya call center software to create automated functions such as automatic call recording and answering. It is less appropriate for smaller-scale companies due to its numerous functions and high cost.

My Avaya Intelligent Xperiences Contact Center views

Overall Satisfaction with Avaya Intelligent Xperiences Contact Center