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4.0 out of 5.0 (3 ratings)

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We have aggregated ratings data on Avaya but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): Avaya Contact Center Select

    We've asked a third part system integrator's help to deploy Avaya ACCS in our productivity

    Overall Comment

    We've encountered only problems about the implementation of a new product, with a new "user experience". But after a reasonable time all works fine.

    What one piece of advice would you give other prospective customers?

    Planning

    What do you like most about the product or service?

    I like all product features that gives us the possibilities to manage more Contact Center in more locations.

    What do you dislike most about the product?

    Nothing

    What one thing do you wish the vendor did differently?

    Planning

    If you could start over, what would your organization do differently?

    A better installation planning, in more steps instead "one-shot" installation.

    Service & support - overall comment

    The Support portal works fine, with a good response time.


  • 4 out of 5.0, Reviewed

    Product(s): Avaya Aura Contact Center

    Proven product with easy implementation and good support staff

    Overall Comment

    Every stable product with good support

    What one piece of advice would you give other prospective customers?

    make sure to review complete contact center requirements including all the vendors and location that the solution will be used. especially if you have international call routing and contact centers supported multiple vendors across countries

    What one thing do you wish the vendor did differently?

    understand the landscape of current solution before proposing the initial solution

    If you could start over, what would your organization do differently?

    happy with product

    Service & support - overall comment

    thirs party vendor support is not good


  • 4 out of 5.0, Reviewed

    Product(s): Avaya Aura Contact Center

    Easy with experienced Avaya staff

    Overall Comment

    Good experience.

    What one piece of advice would you give other prospective customers?

    ask about hardware.

    What do you like most about the product or service?

    business functionality.

    What do you dislike most about the product?

    cost.

    What one thing do you wish the vendor did differently?

    Get in writing.

    If you could start over, what would your organization do differently?

    Assure you have covered all parts of the project.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
3.7

Ability to understand your organization's needs

(3)
4.0

Timely and complete response to product questions

(3)
3.7

Pricing and contract flexibility (pricing and terms)

(3)
3.3
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(3)
3.7

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(3)
4.0

Ease of integration using standard APIs and tools

(3)
3.7

Quality and availability of end-user training

(3)
4.0

Ease of deployment

(3)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(3)
4.0

Did you purchase a support package from vendor?

Yes


Timeliness of vendor's response

(3)
3.3

Was the support package worth it?

No

I'm unsure


Quality of technical support

(3)
3.3

Quality of peer user community

(3)
3.7
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(3)
4.0

Architecture

(3)
4.3

Scalability

(3)
3.7

High Availability

(3)
4.3

Management

(3)
4.7

Open Standards

(2)
3.5

UCC Integration

(2)
2.5

Workflow

(2)
3.5

Multichannel

(2)
4.5
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Development/Integration

User Training

Application Lead

Executive Sponsor

Maintenance and Support

Rollout and Install

Technical Assessment

Vendor/Product Selection


What other vendors were considered? Multiple responses allowed.

Cisco

Aspect

Enghouse Interactive

Genesys


Why did you purchase this product?

Cost management

Create internal/operational efficiencies

Drive innovation

Improve business process outcomes

Improve customer relations/service

Improve supplier or partner relations

Reduce time to market


What were the key factors that drove your decision?

Customer satisfaction

Better, faster decisions

Make better insights available to more people

Reduce external IT costs

Reduce IT head count


In which region(s) did your deployment take place? Multiple responses allowed.

North America

Europe, Middle East and Africa