Avaya Infinity™: Everything in one platform!
June 24, 2021

Avaya Infinity™: Everything in one platform!

Viridiana Olascoaga | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Experience Platform

Avaya Infinity™ supports the organization where I work to keep a better count of the different metrics that are managed there, this in order to measure the different KPI's that we have, to be able to measure the productivity of the agents in a long time more [accurately]. It is a great data precision and measurement tool.

Pros

  • Cloud contact center solution.
  • Customer experience.
  • Practical knowledge for supervisors.

Cons

  • Interface.
  • Colors (not really necessary).
  • Support.
  • Analysis for management.
  • Reports in a more real time.
  • Greater production.
Slack is also a support tool to manage the day to day, however compared to Avaya Infinity™, it is much less complete, since Avaya Infinity™ allows to do many more simultaneous and real-time management, in addition to an automation of the service that works through the voice this makes the experience more complete.

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

It has a task editor that allows you to develop various procedures, such as the creation of workflows, the management of automatic responses, in addition to that from Avaya, you can define and assign the different jobs

All this makes Avaya Infinity™ an incredible tool for day-to-day management.

Avaya Infinity™ Feature Ratings

9.9
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
9
REST APIs
Not Rated
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.6
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
9
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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