Avaya Experience Platform has some room for improvement!
August 31, 2022
Avaya Experience Platform has some room for improvement!
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Avaya OneCloud CCaaS
We use the Avaya Experience Platform for eight individual call centers. We started using the product mid-pandemic to allow our agents to work from home and continue functioning as though they were still in the office. This allowed us to carry on business while still following government guidelines. Now that restrictions are loosening with the pandemic, we are continuing to use the product to provide a more flexible work environment for staff.
- A dashboard that is available for agents is helpful in providing them with detailed information about the status of the call center.
- Supervisors have a lot of information available to them regarding agent status and the status of their call center as a whole (i.e., customer service levels, etc.).
- Calls are automatically terminated at an agent and do not allow for the agent to "manually" answer the incoming call. This is very problematic as agents are not able to prepare properly for incoming calls. In addition, agents have stepped away from their desks and forgotten to put themselves in an away status, and calls have been directed to them, and they just sit there with no agent present. This is a very undesirable feature of the system.
- Password resets are extremely problematic and continuously cause problems for users. Agents are prompted to change their password upon expiry, and when they follow the instructions as outlined, it rarely works and ends up needing a full reset. The challenge questions are useless and do not work at all.
- Support can be a bit challenging as there are definite language barriers that have made both explaining the problem and understanding the recommended solution difficult.
- The system is sometimes unreliable and will randomly log agents out with no explanation. Agents are then advised by support to log out, clear cache, and log back in. This is not feasible in a busy call center.
- The product allowed us to continue business functionality throughout the pandemic and provide support to our customers amidst government shutdowns.
We trialed the Enghouse Contact Centre as a Service solution, and the product was quite intuitive. There were a lot of positive features, and it seemed easy to navigate and simple to use for agents. We chose Avaya Experience Platform because we had a large investment in existing Avaya products and wanted to ensure there were successful integrations across our solutions.
Do you think Avaya Experience Platform delivers good value for the price?
No
Are you happy with Avaya Experience Platform's feature set?
No
Did Avaya Experience Platform live up to sales and marketing promises?
No
Did implementation of Avaya Experience Platform go as expected?
No
Would you buy Avaya Experience Platform again?
No