Avaya Infinity™ Reviews and Ratings

Use Cases and Deployment Scope

We use Avaya to handle our customer care dept in on of business group. It needs very high-speed internet. It has a good user interface. It is very easy to use. We can track all dialed, received, and missed calls. Few Issues we noticed like many times we heard call voice is very low, there is some disturbance in the background.

Likelihood to Recommend

Avaya is a very suitable platform for call center easy to use simply understandable. You can use this from soft phone or Hardphone its work so perfectly with any thing. Easy to monitor Incoming outgoing call from one system.You can create Master admin ,Admin ,Agent, Any profiles according to your requirements and you can give rolls and access according to you,

Use Cases and Deployment Scope

I appreciate the flexibility of setting up our phone tree to accommodate our practice needs. The analytics are very helpful as they allow us to manage staffing accordingly (peak time, call volume, etc.). The call log is exceptional because it has provided guidance in resolving patients' complaints. Also, it has allowed us to train staff better to communicate effectively.

Likelihood to Recommend

The aspects I enjoy the most are the analytics and call log/recording.

Use Cases and Deployment Scope

Avaya Infinity™ was used to complement and existing Avaya Aura Contact Center solution that wanted to add newer capabilities such as AI and IVR capabilities via the cloud to an On-Prem CX. This flexibility allowed for new features and functionality additions to a system the customer already has and that they love.

Likelihood to Recommend

For what I have scene it is fantastic to complement an existing legacy call center environment which adds additional functionality and features via the cloud. At the same time, it can be used for customers that have budget constraint so the fact it can work with legacy CX platforms such as AACC and Elite is definately amazing!

Use Cases and Deployment Scope

Avaya Infinity™'s ability to route and reroute call traffic to meet our needs has been a game changer. We feel like we are more in control of our flows and assignments to agents. This was a level up from our old system. As long as there is enough processing power from the desktops it performs excellent.

Likelihood to Recommend

The multimedia dimension of Avaya Infinity™ is next level and something that they do better than others and are well suited. A scenario that is less suited for Avaya Infinity™ is the outbound self service, whereas it is a very good service it still has room to grow to be fully auto. I think they will conquer this in time though.

Use Cases and Deployment Scope

I sell Avaya Infinity™ to users and it's a great platform.

Likelihood to Recommend

It's very good for the customer journey, but it's necessary to have a predictive dialer.

Use Cases and Deployment Scope

I use the Avaya Infinity™ while I am working by using CMS, as well as when I am working remotely while using Avaya Workplace. So far, I haven’t had any issues with the products. Everything is great.

Likelihood to Recommend

A scenario I have used that is well suited is having Workplace on my computer to mirror my desk phone. It is a great feature and I love it.

Use Cases and Deployment Scope

This is where you should go for all your staff and customer service needs. There are a lot of useful tools on the Avaya Infinity™.​ You can talk, write, chat, and use voice. Customers can expect the same smooth experiences with the company on all platforms because of this. We can stay in touch with our customers because we use Avaya Aura as our phone system.

Likelihood to Recommend

I like this tool for restoring service during outages, and the way we use it enables us maximize downtime and prior acts. The corporate network is open to anyone with credentials and a browser. I use the program most because I think IT pros will like its new features, notably the AI. Design was smart, and the speed dial works well.

Use Cases and Deployment Scope

I use this product in my organization to supplement all of our agencies to fulfill their day-to-day processes. So the scope of my use case is to capitalize off of downtime. We want to make sure our employees and our customers are operating at their top, their full potential.

Likelihood to Recommend

Appropriate. I think it's well suited when we have outages to bring this software back and the way we like to implement it, it does a phenomenal way of getting things back up and we're able to piggyback off of the time of the downtime and what it's been doing.

Use Cases and Deployment Scope

Contact Centre - digital and social interactions for both Sales and support.

Likelihood to Recommend

Well suited for Messenger and Whatsapp interactions, Text

Not as well suited with the voice WFO products

Use Cases and Deployment Scope

I use Avaya Infinity™ to monitor our servers, look at certificate expirations, and to get a snapshot of the health of our Avaya system.

Likelihood to Recommend

When or call volume fluctuates, or we have reports of call degradation, we look to AEP to provide a health check for servers and systems.