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

Role: Information Technology
Industry: Technology
Involvement: Initial Implementation

Validated Review

Anonymous Reviewer

Submitted Apr 2022

Implementation wise, the product is easy to use.

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Senthil K.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Love CCaaS Self Service Integration

Likeliness to Recommend

9 /10

What differentiates Avaya Experience Platform from other similar products?

Quick setup, Easy to Manage, less configurations comprae with On prem product

What is your favorite aspect of this product?

Self Service Customization

What do you dislike most about this product?

thrid party integration API with CCaaS

What recommendations would you give to someone considering this product?

Yes, mainly for Voice & DIgital Channels

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

TW P.

Role: Consultant
Industry: Government
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2022

Fantastic packaging of an amazing product set.

Likeliness to Recommend

10 /10

What differentiates Avaya Experience Platform from other similar products?

Avaya has bundled the best of the systems into a single solution offering, competing well with cloud providers, but giving the customer the flexibility to design and implement as and when required, the features they need to consume.

What is your favorite aspect of this product?

Easy to implement, manage and support. No confusion about what is included or excluded.

What do you dislike most about this product?

We adopted the solution early on, and there has been a couple of changes around the way licensing works, this has now been sorted out.

What recommendations would you give to someone considering this product?

If you are looking to stay within the Avaya ecosystem, then you are on the right track. Avaya has always been a leader in the industry with solid products and solid support.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

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

Implementation wise, the product is easy to use.

Likeliness to Recommend

Pros

Senthil K.

Love CCaaS Self Service Integration

Likeliness to Recommend

Pros

TW P.

Fantastic packaging of an amazing product set.

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