Item: Avaya Experience Platform
Rating: 7
Author: Duncan Hernandez

Use Cases and Deployment Scope

Avaya Experience Platform 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

Innovation
Overall Cost
Customer-first attitude

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 Experience Platform. With the options that Avaya Experience Platform has, I think that Avaya Experience Platform is the better solution, but both products do what they say they are going to do and both are good in their own right.

Single Platform

For the internal organization, there is the help desk that utilizes Avaya Experience Platform for filtering requests. I believe that is working out for them greatly. For our customers, our net promoter score shows improvement. That explains that Avaya Experience Platform is a good experience for our customers, but our surveys aren't catered too hard on the software itself.

Versatility

The live chat options are sometimes a bit slow, but they get the job done. I like the auto response options in the live chat and haven't heard any bad feedback about them. The transcripting is also very useful when trying to isolate key words when doing any further analysis.

Key Insights

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

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 Experience Platform 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.

Cloud Call Center solution here!

Overall Satisfaction with Avaya OneCloud CCaaS