Avaya Infinity™ injects modern technology including AI and intelligent orchestration into existing enterprise environments, connecting the channels, insights, technologies and workflows that together create customer and employee relationships. Avaya Infinity™ is designed so that organizations can become almost infinitely adaptable to evolving customer and market demands. The Avaya Infinity™ platform aims to enable large enterprises and public sector organizations to strengthen…
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UJET
Score 9.9 out of 10
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UJET is presented as a cloud contact center platform for the smartphone era. By modernizing digital and in-app experiences, UJET aims to unify the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers.
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Pricing
Avaya Infinity™
UJET
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Infinity™
UJET
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Required
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Avaya Infinity™
UJET
Features
Avaya Infinity™
UJET
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Infinity™
8.1
Ratings
2% below category average
UJET
8.3
Ratings
0% above category average
Agent dashboard
8.10 Ratings
9.00 Ratings
Validate callers
8.70 Ratings
8.50 Ratings
Outbound response
5.80 Ratings
8.50 Ratings
Call forwarding
9.20 Ratings
7.00 Ratings
Click-to-call (CTC)
8.90 Ratings
8.50 Ratings
Warm transfer
8.90 Ratings
9.00 Ratings
Predictive dialing
5.60 Ratings
8.50 Ratings
Interactive voice response
9.60 Ratings
8.50 Ratings
REST APIs
7.90 Ratings
7.00 Ratings
Call scripts
6.60 Ratings
7.40 Ratings
Call tracking
8.90 Ratings
8.50 Ratings
Multichannel integration
9.60 Ratings
00 Ratings
CRM software integration
8.20 Ratings
9.00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
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.
I would recommend UJET since we are able to track real-time the average handle time individually and as a team as well as a number of contacts. We are also able to view if there is a call waiting in the queue which makes us manage our every interaction.
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.
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.
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
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.
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.
UJET is way better! The support for InContact was absolutely atrocious. Additionally, we were a customer for 4+ years and they never assigned us a customer success manager until we told them we were going to leave. In comparison, UJET had a team help us with the implementation and then smoothly transitioned us to their support (customer care) team. We have had biweekly syncs with our customer success manager since our full deployment.
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!
