Item: Avaya Infinity™
Rating: 7
Author: Duncan Hernandez

Overall Satisfaction with Avaya OneCloud CCaaS

Use Cases and Deployment Scope

Avaya Infinity™ is our main platform for communications. We use it to send company-wide, employee-focused collaboration. It is very useful for funneling helpdesk-related work. We also use it for our customer experience too and we find the AI to be very flexible. Our customers are happy, which is a big plus for the product.

Pros and Cons

Pros

Innovation
Overall Cost
Customer-first attitude

Cons

Setup was not too intuitive
Lack of social media integration
Slow at times

Return on Investment

Not good turnaround time
Good programming for predictive calling
Many features for customization

Alternatives Considered

Talkdesk

Talkdesk to me feels a little basic and can use a better interface. Also, the live chat is much more developed with Avaya Infinity™. With the options that Avaya Infinity™ has, I think that Avaya Infinity™ is the better solution, but both products do what they say they are going to do and both are good in their own right.

Key Insights

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

Other Software Used

Talkdesk

Likelihood to Recommend

Main strength is the for the call center. There are many products out there that can get the job done with the funneling system, but I like Avaya Infinity™ because of the flexibility in options when setting that up. It is tough at first, but once you get the hang of it, there are many options.

Avaya Infinity™ Feature Ratings

Comments

Please log in to join the conversation

Cloud Call Center solution here!