Item: Avaya Infinity™
Rating: 8
Author: Verified User

Overall Satisfaction with Avaya Experience Platform

Use Cases and Deployment Scope

Avaya Infinity™'s ability to route and reroute call traffic to meet our needs has been a game changer. We feel like we are more in control of our flows and assignments to agents. This was a level up from our old system. As long as there is enough processing power from the desktops it performs excellent.

Pros and Cons

Pros

call routing
skills for agents
it also brings in other arms of the business for unified approach

Cons

it demands a lot of CPU
better drop downs
on the fly changes for skills

Return on Investment

this product has visibly allowed to see calls that were being missed prequeue
We estimate a 3-6% increase in sales from calls we would have lost before
We are easily 10% more efficient because of the WFM

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

Likelihood to Recommend

The multimedia dimension of Avaya Infinity™ is next level and something that they do better than others and are well suited. A scenario that is less suited for Avaya Infinity™ is the outbound self service, whereas it is a very good service it still has room to grow to be fully auto. I think they will conquer this in time though.

Avaya Infinity™ Feature Ratings

Comments

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On the way to being full package