Avaya UCaaS

Making call center life easy

Vantagens:

Avaya is reliable, intelligent and is the best solution for a call center. The products are high quality performance and the software makes the customer experience the best.

Desvantagens:

I’ve never had a problem at work with my avaya phone or software.

I could not get through my day without Avaya

Vantagens:

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.

in queue management and attendants unknown tool with most failures

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

My customer support system with amazing call facility

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Exactly the Quality you expect from avaya

Comentários: 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.

Vantagens:

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

Desvantagens:

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!

Comentários: Easy communication.

Vantagens:

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.

Desvantagens:

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

suitable for business

Comentários: Reliable software for all communication tasks.

Vantagens:

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

Desvantagens:

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

Comentários: 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.

Vantagens:

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

Desvantagens:

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

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

Vantagens:

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

Desvantagens:

Sometimes it's difficult to sync with third party cameras

Avaya makes communication across sites easier.

Vantagens:

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

Desvantagens:

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

A great system for any size business

Comentários: 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.

Vantagens:

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.

Desvantagens:

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)

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

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

Vantagens:

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.

Desvantagens:

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

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

Vantagens:

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

Desvantagens:

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

Great Communication Source

Comentários: Sometimes phone calls got disconnected but you have the advantage of this app that it always shows the phone number the customer is calling so, you have a call history and in that way you can call the customer back to have a great resolution. At the end of the day, it's very useful to gained a great customer service.

Vantagens:

What I like the most was the easier way that I get used to it, it's very easy to understand and to get adapt. I used to work with this feature, and, I used it on my daily tasks, it displays the phone number the customer is calling on screen of the Avaya. It is very efficient at call centers since you can hear clearly without any interruptions or any statics on the line.

Desvantagens:

It should have an easier way to transfer the calls sometimes it can get disconnected.

Agility in service and monitoring

Comentários: It facilitates my work as a call center manager, providing real-time data for decision making. Super recommend.

Vantagens:

The software is an excellent tool to monitor the service performance of logged-in agents, it has several shortcuts that facilitate the work of the supervisor at the time of service. The reports are detailed and easy to interpret.

Desvantagens:

Time to log in and start monitoring; Activation of support a little time, could be online

Great Software For Call Center Type Work

Vantagens:

The software hardly had any downtime for the years I had to use it in a BPO, both brick and mortar and remotely. Customers were always crisp and all the auxes worked as intended.

Desvantagens:

I was not an administrator of this app so I was not affected by any quirks of it.

Avaya Aura, one of the best voicemailbox software

Comentários: working and using Avaya aura can be said is a overall good

Vantagens:

its super easy to use and install , works good with almost no issues to report or downtime

Desvantagens:

Avaya aura works good and is very user friendly,

From a novice to expert in months

Comentários: I was brought in from Networking to fill in for the Comm. Specialist position. Between Avaya and CenturyLink, I went from not knowing anything about the platform to managing over 600 devices within weeks. It only took a couple of months to fully engulf myself with the world.

Vantagens:

The Aura platform is very customizable, if you can think it up, you can configure it to do what you need.

Desvantagens:

It does take some time to get the hang of. Once you learn your basic commands, it's easy to expand deeper and quicker into the Avaya world.

Avaya aura

Comentários: Good once you get the thing going, that may be a faster way but it works good and covers a lot of devices for communication

Vantagens:

Coming from the telecommunications field this was a nice update for a convergence office. Lots of features and functionality, avaya does. Ot let you down

Desvantagens:

Can be a task to Install and use, you have to understand the back end of it, but once you have it up its great

Excellent legacy platform for large businesses

Comentários: I worked with numerous Avaya customers using Aura. They enjoy the reliability and scalability as an on-premises machine.

Vantagens:

Avaya is by far the most powerful solution for large enterprises that have more than 1000 employees and are not ready to go to the cloud

Desvantagens:

Aura is a relatively sophisticated solution that requires experts to design, build and operate - best left for resellers to manage

avaya

Vantagens:

The functionality of this program is great its easy to use and set up

Desvantagens:

it could use a little more visual aspect. but works great

Good phone system

Vantagens:

Adequate phone system for what I need it for. Better than landline

Desvantagens:

Could have more features. Otherwise it's good

Totally fine tool for (video) calls, chats and screen sharing

Comentários: It is an okay tool to handle in everyday business even though it looks a little oldschool

Vantagens:

Works totally fine, our whole company is using this tool to call colleagues, have video calls and/or screen sharing.

Desvantagens:

installing the programme has been a little tricky but after you once had it is is relatively easy to use. Coukld need a fresher design though

Avaya Aura Platform is a competitive choice for contact center solutions.

Vantagens:

Avaya Aura Platform is an advanced unified communication and all comes together. The phones and hardware, in general, shows great compatibility.

Desvantagens:

The customer support could be better, also the documentation and tutorials are not easy to find online.