Avaya Experience Platform
7.5 / 10

What is Avaya Experience Platform?

Avaya Experience Platform makes it easy to connect everything—voice, video, chat, messaging, and more—to deliver effortless experiences for customers and employees at every touchpoint. And it brings together teams, resources, and insights to maximize contact center performance and experiences.

Company Details


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Awards & Recognition

Avaya Experience Platform won the following awards in the Contact Center as a Service - Enterprise category

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Avaya Experience Platform Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Avaya Experience Platform.

80 Likeliness to Recommend

87 Plan to Renew

77 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+81 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Avaya Experience Platform?

4% Negative
11% Neutral
85% Positive

Pros

  • Helps Innovate
  • Respectful
  • Client Friendly Policies
  • Unique Features

Feature Ratings

Average 79

Call Recording

86

Skills Based Routing

85

Contact Center Analytics

82

Multi Channel Intake Integration

80

Contact Center Compliance Management

78

Knowledge Management

78

Multi Channel Queue Management

78

Call Scripting and Call Flow Management

75

Screen Prompts

75

Ticket Management

75

Workforce Management

75

Vendor Capability Ratings

Average 77

Ease of IT Administration

90

Quality of Features

90

Availability and Quality of Training

86

Ease of Implementation

84

Ease of Data Integration

82

Breadth of Features

81

Product Strategy and Rate of Improvement

81

Ease of Customization

78

Business Value Created

77

Vendor Support

76

Usability and Intuitiveness

73

Avaya Experience Platform Reviews

Adeetya U.

  • Role: Information Technology
  • Industry: Transportation
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jan 2024

automated-reliable-trustworthy

Likeliness to Recommend

9 / 10

What differentiates Avaya Experience Platform from other similar products?

It is quite fast and bug free most of the time

What is your favorite aspect of this product?

the calling features across the globe and report management system

What do you dislike most about this product?

It used to hang alot.

What recommendations would you give to someone considering this product?

try to check the fitment

Pros

  • Trustworthy
  • Effective Service
  • Saves Time
  • Respectful

Neil W.

  • Role: Operations
  • Industry: Insurance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2023

Features disappoint

Likeliness to Recommend

6 / 10

What differentiates Avaya Experience Platform from other similar products?

Run of the mill phone system

What is your favorite aspect of this product?

Visible hold button with confirmation

What do you dislike most about this product?

Overall dropped calls often

What recommendations would you give to someone considering this product?

There’s more better systems out there

Pros

  • Over Delivered
  • Saves Time
  • Unique Features
  • Efficient Service

Cons

  • Less Performance Enhancing
  • Charges for Enhancements
  • Leverages Incumbent Status

Carl O.

  • Role: Operations
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2023

All encompassing call centre solution

Likeliness to Recommend

6 / 10

What differentiates Avaya Experience Platform from other similar products?

Avaya is without a doubt built for call centres with tens or hundreds of users. The supporting app and dashboard have many many features, and for a small team like us, it's just not really needed. The sheer amount of reporting that is possible is amazing though.

What is your favorite aspect of this product?

They are designed to help manage various aspects of business, such as offering an internal messaging service (which we have Slack for) in a ‘do-it-all’ cloud-based software. Ability to integrate with other softwares like Zendesk and Salesforce is great. They have some good features, such as the ability to compare different callers with different agents based on their query (handy for accounts/technical, for example).

What do you dislike most about this product?

The call center solution itself is not as clean and easy as the other providers, and it really doesn’t seem to be too different to what we currently use. For this reason, it does not look as though the integration and overall set-up would be as easy or straight-forward as the other providers.

What recommendations would you give to someone considering this product?

If you are a brand new business looking for a one-stop shop for your entire systems, Avaya is for you. If you are a technical or finance company, I would advise going with a different provider.

Pros

  • Trustworthy
  • Respectful
  • Helps Innovate
  • Fair

Cons

  • Less Efficient Service
  • Less Effective Service
  • Wastes Time

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