Avaya UCaaS

I could not get through my day without Avaya

Vorteile:

The Avaya system in uniformly the most valuable tech I use. It allows for a seamless use of my computer to my phone system. It makes collaborating across digital devices easy.

My customer support system with amazing call facility

Kommentare: Avaya Aura is nowadays my most favorite application because of its advanced communication techniques that helps me to communicate within or outside my organization in a better way.

Vorteile:

This application is quite useful for automatic call distribution system that allows a magnificent call distributing services within an organization. I can even record a lot of calls through its recording features that allows me to record each and every call to have a better record or history of my work.

Nachteile:

For me this application is a huge life savior because it enables me to track each and every call whether am using it inside my organization or even outside. Thus, for me there is nothing to worry about in this particular product.

in queue management and attendants unknown tool with most failures

Kommentare: Since its implementation we had several problems, because the company commercial sells a product that can not deliver.
Its consultants are not sufficiently aware of the languages ​​used by Brazilian carriers which makes it very difficult to deploy and maintain the tool, which currently can only function due to the Asterisk redirection that receives all operators' trunks and delivers so that avaya can understand.
Not to mention the disconnects, which in the reports present information that is unreliable.
The tool has several native reports that analyzed have divergences of information between them, and we could not create a report without calling and payment of the service, which several times we requested did not receive what was agreed, beyond the support deadline. technical, which can reach 365 business days.

Vorteile:

Since its implementation we had several problems, because the company commercial sells a product that can not deliver. Its consultants are not sufficiently aware of the languages ​​used by Brazilian carriers which makes it very difficult to deploy and maintain the tool, which currently can only function due to the Asterisk redirection that receives all operators' trunks and delivers so that avaya can understand. Not to mention the disconnects, which in the reports present information that is unreliable. The tool has several native reports that analyzed have divergences of information between them, and we could not create a report without calling and payment of the service, which several times we requested did not receive what was agreed, beyond the support deadline. technical, which can reach 365 business days.

Nachteile:

Since its implementation we had several problems, because the company commercial sells a product that can not deliver. Its consultants are not sufficiently aware of the languages ​​used by Brazilian carriers which makes it very difficult to deploy and maintain the tool, which currently can only function due to the Asterisk redirection that receives all operators' trunks and delivers so that avaya can understand. Not to mention the disconnects, which in the reports present information that is unreliable. The tool has several native reports that analyzed have divergences of information between them, and we could not create a report without calling and payment of the service, which several times we requested did not receive what was agreed, beyond the support deadline. technical, which can reach 365 business days.

Exactly the Quality you expect from avaya

Kommentare: Aura is an all encompassing tool to get your routing where it needs to be. The integration with analytics is also really helpful. We all know that you have to run a report at the end of every month and while this is more about calls, it doesn't let that part of contact center life fall by the wayside.

Vorteile:

It works well with Avaya equipment and is very customizable. This 'suite' has so many option for contact center use.

Nachteile:

There is a bit of a learning curve but any IT admin worth their salt will make it their own in no time.

Best communication software!

Kommentare: Easy communication.

Vorteile:

The best side of this software is that it has a very easy use from the beginning. Even its setup is very easy and while daily usage it provides a precise interface with all options.

Nachteile:

There might be some double run problems. While one Avaya.exe is running you can open another one bu mistake.

suitable for business

Kommentare: Reliable software for all communication tasks.

Vorteile:

We have used this software for a lot of years and tested to be efficient and make sure all calls are recorded, listed and monitored

Nachteile:

Not much cons about this software as it is efficient for all call related task. And very low to none down time.

Avaya brings carrier class service to the enterprise

Kommentare: Well, if you have the money, then it is easy to scale, upgrade, and manage. But I still recommend a cloud service to get more bang for the buck.

Vorteile:

The Avaya Aura platform gives you the same features that carriers have, redundancy, failover, dialplans, advanced routing, etc.

Nachteile:

well the biggest drawback to the Avaya Aura platform is definitely cost. Another is managing hardware, and software. There are advantages to having your telephony services running in the cloud, but on prem requires a set of support personnel with very specific Avaya expertise.

Crystal clear video and voice connection

Kommentare: Almost never any problems. Make it easy to connect to colleagues no matter where they are.

Vorteile:

The Avaya aura platform is great for video conferencing when you aboslutely need the connection to work.

Nachteile:

Sometimes it's difficult to sync with third party cameras

Avaya makes communication across sites easier.

Vorteile:

I liked that it was easy to connect with others in my business, and that generally the applications were bug-free and smooth.

Nachteile:

I think most of what I did not like had more to do with my connection, not the platform itself.

Experience for a bussiness

Kommentare: Its a very complete and easy to use platform, the Avaya's experience for many years its a clearly advantage over the other vendors

Vorteile:

Avaya know what we need, have a lot of experience, so, they can create one in one app with everything you can need for your contact center

Nachteile:

a better call recorder its required, because all customers require a stereo call recorder for speech analytics (diarization)

A great system for any size business

Kommentare: Having a good phone system installed has really helped our business. We are able to connect our remote workers instantly with contractors and clients who otherwise, we would have to take messages for or redirect which more often then not results in messages being lost or delayed or the caller not bothering to call a second or third number to get to the person they want, we can connect them straight away. I would say this is the biggest benefit of having this kind of system and it's affordable as well.

Vorteile:

It's really easy to use and you can program it from a computer to do all sorts of things! I really like the intercom function, which when you're busy and need to work hands free, it's a very useful tool to have in my role when speaking with colleagues about quick queries and you can easily switch to more private calling by simply picking up the receiver. I like that you can input lots of different numbers, both internal and external which you can transfer calls to, so even if you want to transfer an external call to an external mobile number, it's simple to achieve.

Nachteile:

There isn't much not to like about the phone system to be fair, however if I was really nit picking I would say there are a lot of buttons and options to get to messages on the answer phone if you've already listened to them once and don't for heaven sake lose the customer support number, as you'll spend hours on the internet doing detective work trying to find it! otherwise, it's very good and the customer support is great.

Avaya (can you hear me now)

Kommentare: My overall experience has been good. Minus a few issues that’s seems to be fixed quickly. I would definitely recommend this service for any employer.

Vorteile:

I have been using this product for the last 5 years with this company. It has its good and bad days. Mostly good. The calls come through very clear and it’s very easy to see who is calling with the caller Id method. When there is an issue it’s fixed fairly quickly so your not without a phone for a long period of time.

Nachteile:

What I least like about this software is that some days it just doesn’t want to work completely. You may not be able to end calls after speaking with someone or the calls will be staticky where you have to hang up and call back.

Avaya is great at call center solutions

Kommentare: Avaya knows call centers and provides a feature rich platform to the customers and agents alike with Aura and it's associated product line.

Vorteile:

We use Avaya Aura with the Breeze platform. The Breeze platform ( with Engagement Designer) is a great add-on and provides us strong integration from our ancillary products into Aura. You can track calls as they progress through a call-flow, maintain call control of inactive calls (if customer hangs up you can keep the agent on and call the customer back), and integrate with databases and APIs. Very powerful and with a great visual GUI.

Nachteile:

It takes a lot of time and can be a bit complex to connect to the required resources (media servers, voice servers, Aura, DB servers). Avaya support is also a sore spot. It feels like they are inadequately staffed and it takes too long to get to the right people to fix our issues. Timely support is critical in a call center environment and this is where I feel Avaya doesn't get it right.

Good product But Outdated

Kommentare: We are moving to more open platforms in order to have more choices and consequently can reduce cost

Vorteile:

Avaya is a solid platform that does the Job, it is easy to use

Nachteile:

2 majors issues with this platform : 1) This platfom is becoming outdated 2) And It is a proprietary platform not open for connecting with devices from others manufacturers

My Avaya experience

Vorteile:

The fact that I could redirect the calls to my mobile phone

Nachteile:

The lack of user friendly interface, contant disconnecting

Price keep going up

Vorteile:

Our company loves the functionality of this system and all of the options that it offers. It really is the best system we have used for reasons such as easy transfers and group calls. The conference system is really nice as well.

Nachteile:

The price keeps going up which caused our company to have to switch to a different system. Our new system does not have half of the options and is not as user friendly.

Loved using Avaya

Vorteile:

I love the quality it provided talking with my customers.

Nachteile:

It does not have an easy transfer option

Can be good

Kommentare: When it's working it is a good and reliable software.

Vorteile:

I like that it is tracking everything what you are doing while logged in - the average talk time, wrap time, connects and it helps monitor ones productivity.

Nachteile:

It's a very sensitive software which needs to be properly set up otherwise you won't be able to use it at all. Their troubleshooting manual needs either a scientist or someone who is an expert in IT, because an average Joe is never going to be able to make it work if something goes wrong.

Avaya Greatness

Kommentare: Great tool easy to handle once the experience is gain. I wish it was a little bit more simple.

Vorteile:

I like that you can measure or keep track of time, very well with this program. An excellent choice for a company who want the most of its employees.

Nachteile:

Even with its greatness, this program as any other has its drawback; that is that the tome keeping is so precise, it can get confusing as well. Some functions at first are hard to understand.

I used this program for both inbound and outbound calls

Vorteile:

I liked the functionality of the program. It is easy to use and set up specifically for you (volume, favorite settings,etc.)

Nachteile:

The thing I liked the least about this software is the visual aspect. I find the look of the software is outdated

Avaya Review

Vorteile:

I like that Avaya can be used as a physical VoIP phone or even as a softphone that is used through the computer. It’s easy to install and use.

Nachteile:

If you close out the Avaya Aura Platform software app on your computer, you have to reset the whole computer in order for it to pop back up.

Very good software.

Kommentare: The ability of real-time multi communication.

Vorteile:

We like the capability of using it on multiple stations , the reports and the fact that it is easy to use and reliable.

Nachteile:

We dont like that it is a bit expensive, but is all depending on where you are going to use it and where.

The Avaya platform has a variety of features, but is difficult to initiate for novice users.

Vorteile:

The Avaya User Interface that is accessible online is a nice feature. Not being tied to the actual server is a nice option. I do appreciate the layout of the interface, tabs, etc.

Nachteile:

The Help side of this software is very minimal, especially for a novice user. Whenever there is an issue with the phone system, it usually requires a phone call to the installer which is an hour! Wishing there was an online chat option for the Help/Support options.

Works

Vorteile:

The software is easy to use and to update settings.

Nachteile:

The software tends to have bugs that causes calls to drop or lose connection

I've been using Avaya for a little while now and i love it, it is very easy to use and functional!!!

Kommentare: I love that it's very practical and easy to learn.

Vorteile:

I like that it allows you to be in one phone call with multiple people while just using one line, It's really helpful for conference calls.

Nachteile:

I dislike that you could potentially pick up another line by accident, there's a possibility of someone listing to your private call and you won't even notice it.