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Avaya

Avaya Experience Platform

7.9 /10

50 Reviews Write a Review

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

4 Top Rated Features

Latest Award, 2024

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

90 Plan to Renew

1
Since last award

80 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

9% Neutral

88% Positive

Pros

Helps Innovate
Respectful
Client Friendly Policies
Unique Features

Feature Ratings

Average 82

Call Recording

Skills Based Routing

Contact Center Analytics

Multi Channel Queue Management

Knowledge Management

Contact Center Compliance Management

Multi Channel Intake Integration

Call Scripting and Call Flow Management

Workforce Management

Screen Prompts

Ticket Management

Vendor Capability Ratings

Average 81

Usability and Intuitiveness

Quality of Features

Vendor Support

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Implementation

Business Value Created

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Also Featured in...

Unified Communications as a Service

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

Avaya Experience Platform Reviews

Fernanda V.

Role: Finance
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

Likeliness to Recommend

9 /10

Pros

Trustworthy
Unique Features
Saves Time
Client Friendly Policies

Aileen C.

Role: Industry Specific Role
Industry: Construction
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2024

Avaya Experience Cloud on Site!

Likeliness to Recommend

9 /10

What differentiates Avaya Experience Platform from other similar products?

Avaya has been a game-changer for MBuilds. It’s streamlined our communication process, making it easier to keep everyone in the loop. Clients appreciate the quick and efficient updates, and our team can coordinate more effectively, which keeps projects on track.

What is your favorite aspect of this product?

My favorite feature has to be the unified communication dashboard. It’s like our communication control center. We can see all incoming and outgoing calls, messages, and emails in one place.

What do you dislike most about this product?

We’ve had issues with the mobile app—it can be a bit buggy at times.

What recommendations would you give to someone considering this product?

Avaya Experience Cloud is definitely worth considering. It’s a powerful tool for keeping your team and clients connected.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

William M.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2024

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Reliable
Enables Productivity
Efficient Service

Latest Research

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

90 Plan to Renew

1 Since last award

80 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.).

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

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

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

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).

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.

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

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.

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.

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.

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.

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.

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.

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

Fernanda V.

Likeliness to Recommend

Pros

Aileen C.

Avaya Experience Cloud on Site!

Likeliness to Recommend

Pros

William M.

Likeliness to Recommend

Pros

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Title

1
Since last award

1
Since last award

Feature Ratings

Call Recording

Skills Based Routing

Contact Center Analytics

Multi Channel Queue Management

Knowledge Management

Contact Center Compliance Management

Multi Channel Intake Integration

Call Scripting and Call Flow Management

Workforce Management

Screen Prompts

Ticket Management

Vendor Capability Ratings

Usability and Intuitiveness

Quality of Features

Vendor Support

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Implementation

Business Value Created

Ease of Customization

Ease of Data Integration

Availability and Quality of Training