Avaya Infinity™ vs. Premier Contact Point

The Avaya Infinity™ is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.

Incentivized

Premier Contact Point is well suited for organisations who are
seeking a configurable contact centre solution that is cost-effective to grow and scale with your organisation and
underpinned by a robust support model.

• What I like the most was it's very easy to understand.
• Displays the phone number of the customer calling in on the screen.
• It is very efficient at call centers since you can hear clearly without any interruptions or any static on the line.
• It is definitely an indispensable tool if you want to have a communicative contact without failures.
• The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries.

Incentivized

• Customer Support
• Responsiveness to requests
• Openness to ideas/suggestions/features

• The interface is intuitive and complex, and training our new interns to use and understand its features takes a lot of time.
• There is no integration available with Facebook or Instagram, which can be done in future updates.
• There is no filter available to extract specific insights when needed.

Incentivized

• A detailed documentation around the standard reporting options ie what details you can find in each report.

I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.

Incentivized

Avaya has versatility in calling, receiving, and configuring. Being able to have notion of location, exchange of messages. we could see supplier information and configure it to our liking. as it is practicality for configuration and manual handling. Interactive and easy to learn screen. Being able to generate call reports for analysis of service in others

Incentivized

I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.

No, everything was implemented by Avaya Support

Incentivized

Avaya Infinity™ has all of the bells and whistles as the other big competitors. What I like about Avaya Infinity™ is that they are ahead of the game in creating updates for compliance, and they are super supportive of hearing ideas about new tech. Class for Zoom does have some integration with Canvas and other LMS systems that allow for quizzes, etc., but Avaya Infinity™ could have it and I just don't know about it.

Incentivized

PCP was one of the least costly options. It's a smaller company, which means better more attentive support. Some of the other solutions we would have been paying for things we wouldn't need or use. We found Amazon Connect was at the other end of the scale, being too simple and not customisable enough. PCP had the right feature set for us.

• Overall from a business objective standpoint, Avaya has to have had a positive impact on our Return on Investment. Its use in day-to-day operations has been beneficial to not only the company, but the business as well.
• Using the Avaya soft phones supplies a business or company a way to limit expenditures on the hard phones by allowing the use of Avaya soft phones. The equipment is no longer needed, save for headsets to be used with the application itself.
• Business objectives have to be just that, objectives. Economics begs for ways for a company to limit expenditures that may see little or no return. Avaya has tackled this issue and won!

Incentivized

• Has helped us improve our responsiveness in terms of reduced wait times
• Has helped route callers to appropriate departments based on IVR selections
• Has provided an easy to administer system for call centre leadership team or internal IT dep't to use without needing to always engage vendor