A Good Contact Center Call and Communication System
January 26, 2022

A Good Contact Center Call and Communication System

Gustavo Alves | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya OneCloud CCaaS

Avaya is one of the main tools used within our company when it comes to communicating with customers. Our company is focused on that, so we use other systems as well. Awaya allows us to contact customers, transfer them to other agents to combine information and be able to perform the service successfully and efficiently.
  • Connection system
  • Fluid and easy-to-use layout
  • Sometimes there are a lot of problems when transferring the call to another sector, the program gives an error and we can't
  • Sometimes the program is slow and impairs productivity
  • Few employees have difficulty using the program, this makes the work more efficient
  • The system is fast

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

NICE CXone (formerly NICE inContact), Aspect Unified IP
I would recommend for practicality, it is easy to use, in addition to being super fast when you are not having problems with slowness. I would recommend it to companies that started operations recently and have the budget to bear the costs.

Avaya Experience Platform Feature Ratings

Agent dashboard
10
Validate callers
9
Outbound response
7
Call forwarding
9
Click-to-call (CTC)
6
Warm transfer
5
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
6
CRM software integration
7
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
7
Call analytics
8
Historical reporting
5
Live reporting
9
Customer surveys
8
Customer interaction analytics
7