Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner, enabling agents to more effectively respond to their needs.
N/A
Pricing
Avaya Call Center Elite
Editions & Modules
No answers on this topic
Offerings
Pricing Offerings
Avaya Call Center Elite
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup Fee
No setup fee
Additional Details
—
More Pricing Information
Features
Avaya Call Center Elite
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Call Center Elite
7.3
Ratings
13% below category average
Agent dashboard
7.30 Ratings
Validate callers
7.50 Ratings
Outbound response
6.80 Ratings
Call forwarding
8.50 Ratings
Click-to-call (CTC)
7.60 Ratings
Warm transfer
8.00 Ratings
Predictive dialing
7.40 Ratings
Interactive voice response
7.20 Ratings
REST APIs
6.90 Ratings
Call scripts
7.80 Ratings
Call tracking
8.80 Ratings
Multichannel integration
5.20 Ratings
CRM software integration
5.90 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
I think it's well suited for voice-only contact centers, small or large, specifically large contact centers because Avaya's been doing contact center and routing for years and they do it well. I think that it could be better in terms of ease of customization. You really have to know vectors and VDMs in order to manipulate some things and do some customized things. You need some specialized knowledge for that. So I think that that could be made easier. But call center lead has been a standard for a lot of companies for a long time and they do call routing pretty well.
The product addresses how our customers can reach us efficiently by skill-based. They can reach the right group of people. We have products that support callbacks and so I think we're trying to make it easier for our customers. So I think that's what the product does.
I think the biggest room for improvement in Call Center Elite is excellent with voice. But we have other channels such as email, and chat, and one of the reasons why we're bringing in Oceania is to fill that gap to provide customers with options no matter how they contact us, voice, email, or chat, they're serviced effectively. So that's the biggest gap right now and that's why we have a project to help fill that gap and to add AI functionality. It's good that Avaya has relationships with companies like Google because they're able to bring AI to the table like Google CC, AI, and Dialogue Flow. They're able to bring that to the table so we can leverage our investment in Lead and add on to it.
When it comes to the core, the products in the market are similar. What is different is the bells and whistles and backend plumbing. One of the key criteria that we chose Elite was that we were using Avaya in the past, and system stability was excellent, plus the user experience remained consistent.
It's done everything we've expected it to do and we've been able to tailor it some to benefit us better from getting KPIs to being able to connect to everything that we need. There is a way to do it all and so it's been a lifesaver and it's just been a great product to be able to work with.
