Item: Avaya Experience Platform
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

It's used along with other multi-experience contact center tools. It's used to connect to different servers in other parts of the world where the company is located and access information in the cloud to offer support via chat, email, and phone calls, mostly. This is to offer services to users worldwide no matter where the agent or worker is located, while always having access to crucial information and databases.

Pros and Cons

Allows sharing and accessing databases in the cloud
Digital voice channel is easy to use
Performance and workforce management for large teams

Can have stability issues
Could allow for a more personalized interface
Could have a more intuitive interface for UX

Return on Investment

Smooth use allows agent to focus in the customer service to client
Quick transition between agents / callers makes for better productivity
When the tool crashes or stops working some production time is wasted restarting the whole systems

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

Citrix Workspace

Likelihood to Recommend

It was the most important tool in my contact center environment. For the job, it was useful to keep everything synced and in a single place, for example, to make calls, receive inbound calls, access Co-browsing, and use multiple other tools linked through Avaya itself. It is very useful for jobs that have to be closely monitored by management or that have lots of employees. It also is useful for fast-paced tasks that need quick access to databases and tools.

Key tool for customer support agents

Overall Satisfaction with Avaya OneCloud CCaaS