The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a contact center needs.
Provides omnichannel AI features and has good routing capabilities
What is our primary use case?
How has it helped my organization?
we are about to implement now
What is most valuable?
The most useful features are the omnichannel experience and the customer journey on the self-service widget.
If a customer contacts the call center today by calling and tomorrow by emailing, the staff handling the email will be able to see that the customer called yesterday. All interactions are linked. It allows the staff to understand the customer's experience, enabling them to serve the customer proactively.
What needs improvement?
The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud.
For how long have I used the solution?
I have been working with Avaya for four years.
What do I think about the stability of the solution?
It is a stable product. We had a heavy rainy season, and all the systems remained stable and did not disconnect.
I rate the stability a ten.
What do I think about the scalability of the solution?
We have around 150 Avaya IX Contact Center users in our organization. I rate the scalability as an eight.
How are customer service and support?
The technical support services are good.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We were using Cisco before. Avaya offers many features that Cisco does not have.
How was the initial setup?
The initial setup was easy. I rate the process an eight.
It took one to one and a half years to complete. It was a huge transformation project, integrating all systems with our CRM system, website, mobile app, and chatbot.
What other advice do I have?
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service.
We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification.
I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features.
I rate it a nine.
