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.
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Real user data aggregated to summarize the product performance and customer experience.
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80 Likeliness to Recommend
87 Plan to Renew
77 Satisfaction of Cost Relative to Value
1
Since last award
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?
Pros
- Helps Innovate
- Respectful
- Client Friendly Policies
- Unique Features
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Call Recording
Skills Based Routing
Contact Center Analytics
Multi Channel Intake Integration
Contact Center Compliance Management
Knowledge Management
Multi Channel Queue Management
Call Scripting and Call Flow Management
Screen Prompts
Ticket Management
Workforce Management
Vendor Capability Ratings
Ease of IT Administration
Quality of Features
Availability and Quality of Training
Ease of Implementation
Ease of Data Integration
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Business Value Created
Vendor Support
Usability and Intuitiveness
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Avaya Experience Platform Reviews
Adeetya U.
- Role: Information Technology
- Industry: Transportation
- Involvement: Business Leader or Manager
Submitted Jan 2024
automated-reliable-trustworthy
Likeliness to Recommend
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
Submitted Oct 2023
Features disappoint
Likeliness to Recommend
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
Submitted Oct 2023
All encompassing call centre solution
Likeliness to Recommend
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