My Avaya Intelligent Xperiences Contact Center views
April 30, 2020

My Avaya Intelligent Xperiences Contact Center views

Uchenna Ezumezuh | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

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

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

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

Yes

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

Yes

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

Yes

Did implementation of Avaya OneCloud CCaaS go as expected?

Yes

Would you buy Avaya OneCloud CCaaS again?

Yes

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.

Avaya OneCloud CCaaS Feature Ratings

Agent dashboard
8
Validate callers
9
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
9
Interactive voice response
8
REST APIs
7
Call scripts
8
Call tracking
8
Multichannel integration
9
CRM software integration
7
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
8
Call analytics
8
Historical reporting
9
Live reporting
7
Customer surveys
8
Customer interaction analytics
8

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

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.