#1 most frequent
United States of America
50.0%12 installations of 24
What is Avaya Call Center Elite?
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.
Categories & Use Cases
Top Performing Features
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.7
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.2
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Areas for Improvement
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.1
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
Who Buys & Uses Avaya Call Center Elite
#2 most frequent
France
8.3%2 installations of 24
#3 most frequent
Argentina
4.2%1 installation of 24
Avaya Call Center Elite review
Use Cases and Deployment Scope
It addresses the concern of properly distributing clients calls to the proper department and agent.
Pros
- Automatic call distribution
- Interactive voice response
- Agent handling
Cons
- Making the functions more applicable to the individual company.
- A function that blocks out noise, typing sounds, and mute notification
- Headsets can cause ear pain after an 8+ hour shift.
Return on Investment
- Data tracking.
- Employee stats
Usability
Exceptional Skills Based Agents.
Use Cases and Deployment Scope
Our Contact Center needed Skills and expertise to support the client base. Therefore we were able to have a skills-based agent who was able to support our Tier 1 clients with exceptional customer service.
Pros
- Skills
- Routing Capabilities.
- Ease of use.
Cons
- Multi-Channel integration.
- GUI
- License structure.
Return on Investment
- CC made us money.
- Customer satisfaction.
- Less hold time.
Alternatives Considered
Five9
Other Software Used
Avaya Aura, ButterCMS, Acoustic Analytics
Call Center Elite for government customers.
Use Cases and Deployment Scope
Call Center Elite is our main solution to give our customers the best functionalities for their CC operation. The functionalities for the agents, reporting, monitoring, statistics, and IVR interaction are very useful in order to have all the KPIs under control and give the confidence that our customers need to keep their operations at good levels.
Pros
- Reporting
- Statistics monitoring.
- Agents interactions.
- Dynamic IVR flows.
Cons
- Social Media interaction.
- Surveys
- Integration with third soutions> ACEYUS, YOIZEN, for example.
Return on Investment
- ROI is good.
- Cross-selling.
Avaya Call Center elite Review.
Use Cases and Deployment Scope
We use it for our skilled agents both on-site and remotely. It allows for calls to be routed using vectoring and also allows us to run reporting software on different skills.
Pros
- Skilled Routing.
- Queuing
- Customer satisfaction.
Cons
- Programming agent skill states to change automatically.
- Signaling when an agent is in ACW or AUX too long.
Return on Investment
- Approved by higher management almost immediately.
My high level view.
Use Cases and Deployment Scope
The ability to manage our call priorities using the tool. Allows to ensure we provide expedited service to those calls we deem higher importance.
Pros
- Call priority.
- Routing
- Advocacy
Cons
- Reprioritizing while in the queue.
- Jump to another queue.
Return on Investment
- Call handling.
- Call quality.
Alternatives Considered
Alvaria CXP Pro
Other Software Used
Avaya Experience Platform