Avaya

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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3 Top Rated Capabilities

3 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

3 Top Rated Capabilities

6 Top Rated Features

2022

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.

83 Likeliness to Recommend

3
Since last award

89 Plan to Renew

2
Since last award

79 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+85 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?

3% Negative

10% Neutral

87% Positive

Pros

Helps Innovate
Respectful
Client Friendly Policies
Fair

Feature Ratings

Average 82

Call Recording

Skills Based Routing

Contact Center Analytics

Knowledge Management

Multi Channel Intake Integration

Multi Channel Queue Management

Contact Center Compliance Management

Call Scripting and Call Flow Management

Screen Prompts

Ticket Management

Workforce Management

Vendor Capability Ratings

Average 80

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Breadth of Features

Vendor Support

Ease of IT Administration

Product Strategy and Rate of Improvement

Business Value Created

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Also Featured in...

Unified Communications as a Service

Score 8.0

View Avaya Experience Platform in this category (opens in a new tab)

Avaya Experience Platform Reviews

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

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Apr 2022

Strong Brand, product well recognized.

Likeliness to Recommend

7 /10

Pros

Client's Interest First
Transparent
Helps Innovate
Reliable

Role: Information Technology
Industry: Communications
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Apr 2022

Really nice digital workplace solution

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Continually Improving Product
Efficient Service
Effective Service

Avaya Experience Platform

What is Avaya Experience Platform?

Company Details

Need Assistance?

Awards & Recognition

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

Avaya Experience Platform Ratings

83 Likeliness to Recommend

3 Since last award

89 Plan to Renew

2 Since last award

79 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love Avaya Experience Platform?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

Unified Communications as a Service

Avaya Experience Platform Reviews

Carl O.

All encompassing call centre solution

Likeliness to Recommend

Pros

Cons

Strong Brand, product well recognized.

Likeliness to Recommend

Pros

Really nice digital workplace solution

Likeliness to Recommend

Pros

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Feature Ratings

Call Recording

Skills Based Routing

Contact Center Analytics

Knowledge Management

Multi Channel Intake Integration

Multi Channel Queue Management

Contact Center Compliance Management

Call Scripting and Call Flow Management

Screen Prompts

Ticket Management

Workforce Management

Vendor Capability Ratings

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Breadth of Features

Vendor Support

Ease of IT Administration

Product Strategy and Rate of Improvement

Business Value Created

Ease of Customization

Ease of Data Integration

Availability and Quality of Training