Avaya Infinity™ Review
July 21, 2021

Avaya Infinity™ Review

Gabriel Gonzalez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Experience Platform

Avaya Infinity™ is being used by my organization in a few departments, this is to allow our company to establish a digital relationship with our customers, by enabling voice channels to provide real-time support, this is very important because there are some cases where an automated self-service tool is just not enough.

Pros

  • Productivity tools
  • Call recording
  • Screen recording

Cons

  • Create personalized packages
  • Offer pay as you go
  • Multilingual customer service
  • Improved customer satisfaction
  • Improved agent times
  • Reduced costs
Avaya Infinity™ it's a great match with many telecommunication software but I prefer to mention some data transformation and presentation tools like Microsoft Excel and Microsoft PowerBI, this first one it's the must-have if you want to take your own reports to the next level and create more advanced detailed documentation.

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

Microsoft 365 (formerly Office 365), Microsoft Teams, Cisco Unified Contact Center
I would definitely recommend Avaya Infinity™ if asked by a colleague or by a customer, it has a good employee statistic track and it's a great tool well suited for many customer service scenarios, especially those where you need to handle automated self-service options and engage with your customers verbally.

Avaya Infinity™ Feature Ratings

9.5
Agent dashboard
10
Validate callers
9
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
8
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
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™