Item: Avaya Experience Platform
Rating: 8
Author: Gabriel Gonzalez

Use Cases and Deployment Scope

Avaya Experience Platform 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 and Cons

Productivity tools
Call recording
Screen recording

Create personalized packages
Offer pay as you go
Multilingual customer service

Return on Investment

Improved customer satisfaction
Improved agent times
Reduced costs

Alternatives Considered

Microsoft Excel

Avaya Experience Platform 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.

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?

I wasn't involved with the selection/purchase process

Did implementation of Avaya Experience Platform go as expected?

I wasn't involved with the implementation phase

Would you buy Avaya Experience Platform again?

Yes

Other Software Used

Microsoft 365 (formerly Office 365), Microsoft Teams, Cisco Unified Contact Center

Likelihood to Recommend

I would definitely recommend Avaya Experience Platform 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 Experience Platform Review

Overall Satisfaction with Avaya Experience Platform