Avaya Call Center Elite vs. GoTo Connect

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.

Incentivized

I would give it a 10 out of 10 rating just because of the service and easiness it has offered us, which made our work effortless and stress-free. I do recall an instance where one of our clients' medical conditions suddenly deteriorated while he was traveling overseas. The doctors there could not understand his situation at that time. He asked them to connect with our team, and our team guided them with his medical records, and his life was saved

• 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.

Incentivized

• GoTo Connect is a much more cost-effective solution rather than separate phone lines and video conferencing tools.
• I conduct daily team meetings and project brainstorming sessions using video conferencing using GoTo Connect.
• It integrates smoothly with our regularly used tools like Google Drive and has become very easy to share the documents we use.

Incentivized

• 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.

Incentivized

• Making a dedicated button for "mute all" (other than yourself) for when someone "walks off before they mute"/has to quickly leave their computer....and FORGOT to Mute. Particularly when dogs are barking when someone working from home has a visitor at the door
• I'd like to see some of the functionality from GoTo Webinar enabled for GoTo Connect: see who's "actively watching" vs has their computer screen on another application

Incentivized

They are knocking it out of the park on all fronts. I love the service and support I am receiving and have no complaints. If they raised their prices substantially I would reconsider but I don't think that will happen anytime soon. They would have to mess up something consistently moving forward to make me want to move

Incentivized

The setup was smooth, once the system is learned it is very easy to manage. Benefits both employees and management.

Incentivized

Overall, it's a decent product for the price. It has the basic features our company needed when it was brand new and was not overly difficult to set up. As we've grown, it's become increasingly difficult to build out the features we want to implement within the PBX, and customer support can be less than helpful. Many of the more advanced features (dial plans, queues, etc.) take a lot of research to understand how to implement. Some of the features we paid for weren't even available when we were attempting to set them up.

Incentivized

I have never experienced or heard of unplanned outages when it comes to GoTo Connect. Most of the time the unplanned outage is always local power at a site or internet service provider having an unplanned outage. GoTo's service has never failed any of our orgs yet that I know of.

Incentivized

There is no lag in phone calls. There is no background noise or static/fuzz. Calls are crystal clear. With other dialers and phone systems, I have experienced delays between dialogue or delays with the caller picking up the phone and then being able to hear you. We do not experience this with Go To Connect.

Incentivized

Avaya always has good partners for support.

Incentivized

Support used to be great when it was Jive support out of Utah. Now that they've offshored support it can be difficult to get a response. Our most common issues are least cost routing, and we run into support pushing back in stead of just figuring out which upstream carrier is having an issue like they used to. We often have to get our account manager involved, who is pretty strong.

The training videos could be more in-depth. This would help our user base so that they can feel impowered to look up information that they need without having to ask our admins every time they have a question about the system. Online training videos are also inferior to an actual person explaining systems.

Incentivized

The biggest challenge from implementation was deconstructing the mess that was our old system's config. After doing so, I believe there were primarily some methods that have worked better in the long run to implement up front, such as separating menus into separate dial plans for simpler updates, routing/re-routing.

Incentivized

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.

Incentivized

I have nothing personal against Broadvoice and found their team pleasant to work with. The greatest difference has been the administrative portals. Where Broadvoice was confusing and I still hadn't really been able to figure it out over a period of years past some basic functions, I still had to call to get support just to provision or update phones. With GoTo, I had a functional understanding within a week and a couple years in, it is smooth sailing and no angst when needing to update or troubleshoot an issue and I have access to everything without a phone call. It is true freedom to meet my company's needs.

Incentivized

Its not readily apparent to me, other than cost, where you would run into any issues with larger scale deployments. When we went live on the product, the Jive team was always willing to do mass updates for us on our extensions, users, etc. in the system, so we didn't have to do too much manual one-by-one updates.

• 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.

Incentivized

• We stopped losing calls due to poor routing or not being able to make them.
• It has helped us to be able to answer calls at any time or place, even outside of company hours.
• We have the possibility to access these conversations from our CRM system.

Incentivized