Avaya Experience Platform
Avaya Experience Platform
12 reviews
WH Score

Avaya Experience Platform Overview

What is Avaya Experience Platform?

Avaya One CCaaS delivers next-gen possibilities with their All-in-One Multichannel Contact Center Solution for businesses on the edge of innovation. Their services expand beyond traditional telephony models by enabling agents to receive customer contacts via text, IM, email or chat. As more and more customers leave traditional phone calls behind, Avaya’s robust service package allows businesses to keep pace with advances in modern technology and livelihood. Their powerful user interface allows all customer interactions to be managed from a single user interface, reducing call volumes and boosting efficiency while improving the productivity of individual agents and increasing utility.

Full Spectrum Management

Avaya’s software comes pre-loaded with more than 120 real time and historical reports that allow monitoring and tracking of all relevant business and agent productivity statistics. Unique reports can be further customized to particular business needs via a Report Creation Wizard. Supervisors and managers will find rapid access to real-time performance metrics the norm for Avaya’s solutions, maximizing the consumer experience and increasing all-around accountability.

Seamless Business Integration

Deconstruct the silos between contact centers and other business operations via automation and streamlining options made available by Avaya’s adaptable web services. Their top-of-the-line API connects previously separate business process over the internet, end-sourcing to quality of life features such as scheduled callbacks and auto-routing that improve the consumer experience.

Simple Deployment and Visualized Workflows

Avaya’s contact solution benefits from an easy implementation that can be initiated from a single interface for daily management, allowing real-time configuration of agent skill sets and review of performance metrics for rapid organizational response to business needs as they develop. The software’s graphical workflow tool provides an unobstructed view of the customer experience from first contact to resolution in an easy-to-digest format. The GUI is easily modified and improved with a drag-and-drop interface.

Categories:Contact Center

Avaya Experience Platform Recent Reviews

Reviewed on 12 October 2023

Robust Communication Solution

Avaya is an excellent choice for businesses seeking a comprehensive communication solution with a wealth of features. While the installation and setup process may require a deeper understanding of the backend, the functionality it offers covers a wide range of communication devices and delivers on its promises.

  • As someone with experience in the telecommunications field, I found Avaya to be a significant upgrade for creating a converged office environment
  • Understanding the backend and getting it up and running can be a bit of a task initially

Reviewed on 6 October 2023

Reliable Communication

While this communication software generally offers reliability and ease of use, there are a couple of drawbacks worth mentioning: occasional downtime issues that hinder call placement and service interruptions that lead to interference during calls.

  • User-friendliness and navigational ease
  • Even when downtime occurs, the system is swiftly restored.
  • When the system experiences downtime, it can be challenging to place calls
  • Service issues leading to interference during calls, impacting the quality of communication.

Avaya Experience Platform Pricing

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Avaya Experience Platform Pricing Details

Avaya Experience Platform Key Features

Phone System Features
  • Inbound Calling
  • Bring Your Own Carrier (BYOC)
Call Management & Administration
  • Automatic Call Distribution (ACD)
  • IVR
  • Speed Dialing
  • Preview Dialing
Call Routing Types
  • Skills-Based Routing
  • Queue-Based Routing
  • Time of Day Routing
Avaya Experience Platform Features Details

Avaya Experience Platform Wheelhouse Score

What is this?

The Average Wheelhouse score for the Contact Center category is 7.7

Avaya Experience Platform Scores

  • Ease of Use
  • Meets Requirements
  • Learning Curve
  • Ease of Admin

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