Ameyo by Exotel vs. Avaya Aura

• Scalable , It is scalable platform that can handle large number of call volume without compromising performance, making it deal for large businesses with high call volumes, due to this it is perfect for our businesses which demands customer support .
• It support for multiple time zones and language , it is therefore perfect for companies with global presence.
• It offers a range of features, including omnichannel support, automated customer service and AI-powered customer service, that can assist businesses in managing complex customer support requirement.
• Features like data encryption and auditing , that can assist in adhering to industrial regulations.

Avaya Aura is secure and reliable; in our case, for customers that looking for stable solutions on voice, Avaya Aura is that solution fit. In a scenario where our customer is looking for digitalization, I think Avaya Aura is less appropriate.

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• Calls are connected faster
• Clear sound
• Lots of disposition options

• So one of the things it's done well is it's stable. It's networked at all the sites. We have five-digit dialing everywhere, and one of the features we like is the crisis alert feature. So if somebody calls 911 at a particular school, it sets an alarm off on the phones upfront and displays the extension number and the room number of who called 911. So they can respond and they know where to send first responders. So it's pretty cool.

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• Inter campaigns call transfer feature which currently is not possible
• Interface in Agent login to monitor and keep track of their own break and login times.
• Ameyo’s wide feature set can make onboarding challenging. Offering enhanced training materials, interactive tutorials, and a more structured onboarding process could make adoption easier for new users.

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We are happy with this product since we have used until now around 10 years.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

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As I said previously, Ameyo is a good tool however it has a long way to go compared to Avaya. The user interface can be improved a lot as they can use it as an app instead of completely web-based. Also, the reporting can be improved substantially and make the experience much better.

Avaya Aura is extremely complex. Now that AI has come into the fold, Avaya needs to apply AI processes and tools to help identify and resolve issues with an installed platform. In addition, proactively identify potential issues. Ayaya has had some financial difficulties over the last few years. This may be why they outsource their expensive support. Our customer experience would benefit by having access to Avaya knowledgeable Engineers for questions about products and services as needed.

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Independently Invited by TrustRadius

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Customer support also needs to improve for Ameyo. I am not saying it's bad however they need to support the users by customizing the reports as per the requirement of the user. They usually try to refer the user to videos or articles whereas the service for Avaya is that they show you a demo and not only that they customize the reports as per the business requirement

Avaya is very very good software. Most of the BPOs Contact Center's use them. They are very easy to use and don't use too much data also. Also, their user interface is very easy, especially for people who are not technically sound. The reports can be customized according to one's choice. I will recommend Ameyo's technical team look into it.

• Increased customer satisfaction , it assisted us in raising our customer satisfaction ratings by giving us the resources we require to quickly and effectively address customer issues.
• Reduced call handling time, It's automated features have made it possible for us to handle more calls more quickly which has decreased customer wait times.
• Better understanding of customer support performance, its reporting and analytics tool have improved our understanding of quality of our customer support, this knowledge has assisted us in identifying areas for improvement.