My Avaya Infinity™ views
May 01, 2020

My Avaya Infinity™ views

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

Overall Satisfaction with Avaya Experience Platform

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

  • 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.

Cons

  • 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 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

Avaya Infinity™ 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 Infinity™ Feature Ratings

8.2
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
8.1
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
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Avaya Experience Platform 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.

Comments

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