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
Cat avg: 8.3
Top Performing Features
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Cat avg: 8.8
Call forwarding
Forwarding of calls to the appropriate agents.
Cat avg: 8.2
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Cat avg: 9
Worst Performing Features
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Cat avg: 8.7
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Cat avg: 8.2
Call scripts
Providing agents with a predefined conversation script.
Cat avg: 8.2
Avaya Infinity™ Features from Reviews
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
8.2-3%
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.2
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.7
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.8
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.7
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
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
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
8.1-5%
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.6
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.3
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.6
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.1
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6
Avaya Infinity™ Features from the Vendor
Contact Center Software
Vendor-contributedAgent dashboard
Enables agents to track and view their individual and team performance.
Validate callers
Authenticates inbound callers with a customer ID.
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Call forwarding
Forwarding of calls to the appropriate agents.
Click-to-call (CTC)
Allows one-click calling for agents.
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Call scripts
Providing agents with a predefined conversation script.
Call tracking
Enables agents and managers to see the origin of the call.
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
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.
Automatic speech recognition (ASR)
Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.
Natural language processing for IVR
Ability to offer conversational chatbots in the IVR.
Communications forecasting
Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.
Workforce Optimization (WFO)
Vendor-contributedInbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Omnichannel support
Vendor-contributedEmail
Email capabilities.
Voice (phone)
Voice channel capabilities.
VoIP
Web-based voice softphone program.
SMS/Text
SMS/Text channel capabilities.
Video channel
Video channel capabilities.
Live chat channel
Live chat channel capabilities.
Co-browse
Co-browsing capabilities.
Screen-share
Screen-sharing functionality.
Social media channels
Social media channel capabilities.
Mobile applications
Mobile app channel capabilities.
Predictive Analytics
Vendor-contributedIntelligent call routing
Uses machine learning to connect calls to the correct agents based off previous interaction data.
Chatbots
Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.
AI assistance for live agents
AI provided predictive suggestions for live agents based on customer history and real-time interaction.