Item: Avaya Experience Platform
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

It is being used as a tool for customer support in my organization. The tool is used for providing contact center services by the agents.

Pros and Cons

Easy console for call pickup and answer.
Call recording.
Reporting and analytics.
Call transfers - consulted.

Realtime customer information on the screen.
Team management from the dashboard.

Return on Investment

It provides an amazing tool to manage the calls to the departments - both inbound and outbound.
IVR functionality provides us a way to turn on or odd the contact center on holidays and play IVR on work days.
Recording helps in auditing the calls.

Alternatives Considered

Cisco Finesse

We were using Cisco Finesse earlier but it was a lil bit more confusing as had a lot of features but the dashboard was not so well organized like Avaya Experience Platform.

Other Software Used

Skype for Business (formerly Lync), Microsoft Teams, Cisco Finesse

We use it to attend internal calls to the finance and accounting department. This is getting used in other departments as well for answering calls, call transfers and recording the calls for auditing.

Avaya Experience Platform - Easy, simple Contact Center Solution

Overall Satisfaction with Avaya Experience Platform

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Other Software Used

Likelihood to Recommend

Avaya Experience Platform Feature Ratings