One Avaya, One Solution!
July 22, 2021

One Avaya, One Solution!

Julian Perez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Experience Platform

Avaya Infinity™ has been a great tool to allow our organization to engage with our customers, it delivers our voice to provide live support and also provides us with advanced self-service automation and employee productivity tools. This allows our company to build a true call center on the cloud, just like cloud customer service.

Pros

  • Advanced self-service automation
  • Employee productivity tools
  • Call and screen recording

Cons

  • Bring lower prices
  • Offer more plan options
  • Spanish customer service
  • Return on Investment
  • Customer satisfaction
  • Employee satisfaction
Avaya Infinity™ stacks up against Microsoft Power BI providing a great integration to create more advanced and specific reports, it is a great feature when your organization already has its own way to analyze and create performance and areas to improve. I selected Avaya Infinity™ because it's one of the day-to-day tools for me.

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?

I wasn't involved with the selection/purchase process

Did implementation of Avaya Infinity™ go as expected?

I wasn't involved with the implementation phase

Would you buy Avaya Infinity™ again?

Yes

Avaya Infinity™ it's a great tool in many aspects, but in terms of being a multidisciplinary solution, it simply rocks! You can handle the whole customer and employee engagement with a single tool, there are things that you can automate like the self-service, and there also some others that you can personalize like the productivity tools.

Avaya Infinity™ Feature Ratings

9.5
Agent dashboard
10
Validate callers
9
Outbound response
8
Call forwarding
10
Warm transfer
8
Predictive dialing
9
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.6
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Avaya Infinity™

  1. Home
  2. Contact Center Software
  3. Avaya Infinity™ Reviews
  4. User Review of Avaya Infinity™