Avaya Experience Platform Vs 8x8
June 25, 2021

Avaya Experience Platform Vs 8x8

Josh Kim | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Experience Platform

We are using the Avaya Experience Platform as our primary phone system. It allows us to communicate with our team as well as manage new employees. CCaaS allows us to work one more than one specific employee which is a huge plus side. The phone system portion works just as intended. Having the new Avaya system has been a huge upgrade to our company in productivity, communication and service.

Pros

  • Extremely user friendly.
  • Easy to manage and navigate.
  • Great customer service.

Cons

  • Having to use 2 different applications is a little strange.
  • Sometimes the calls will come in choppy, but usually based on net stability.
  • As an admin, it is sometimes difficult to navigate.
  • We are just starting to use Avaya so it has been great so far.
  • Coming from 8x8, Avaya makes everything simple.
  • It has allowed use for crystal clear call with no interruptions.
Avaya Experience Platform compared to 8x8 is miles better. The phone system itself is so easy to navigate compared to the mess that 8x8 was having us use. We rarely ever run into any issues any more since the switch. Having going from 10 issues a week to maybe 1 at best is such an amazing change. Avaya Experience Platform allows us to work on other projects in office instead of having 8x8 issues as a primary source of problems.

Do you think Avaya Experience Platform delivers good value for the price?

Yes

Are you happy with Avaya Experience Platform's feature set?

Yes

Did Avaya Experience Platform live up to sales and marketing promises?

Yes

Did implementation of Avaya Experience Platform go as expected?

Yes

Would you buy Avaya Experience Platform again?

Yes

8x8 Contact Center, 8x8 Meet, KACE Systems Deployment Appliance (SDA)
Avaya Experience Platform is perfectly suited in any call center company. It is exactly what is needed with the ease of a top tier VoiP. It could also be well suited in just about any other company that primarily uses a landline. VoiP's are the future and Avaya is doing it correctly. Even in less appropriate scenarios, it would be useful because it allows for easy communication whether its via text/call.

Avaya Experience Platform Feature Ratings

9.7
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
9
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.7
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
10
Customer surveys
8
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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