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Avaya Infinity™

Score8.6 out of 10

189 Reviews and Ratings

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What is Avaya Infinity™?

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 the customer connections that build business value. The platform also aims to give customers the capabilities to interact with organizations on their terms while improving the quality of the one-to-one human relationships that dictate enterprise success.

Avaya Infinity™ creates connected customer experiences by:

  • Connecting Channels, bringing voice and digital channels together to keep customer and employee communication flowing.
  • Connecting Insights, combining fragmented data and illuminating customer and employee behaviors to speed smarter decisions.
  • Connecting Technologies, unifying AI, applications and disparate systems into a single ecosystem to keep businesses agile.
  • Connecting Workflows, integrating and orchestrating every workflow to deliver instant, hyper-personalized experiences that reflect infinite customer journeys.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Avaya Infinity™ has to offer, as determined by TrustRadius' reviewers.
Based on 189 ratings of Avaya Infinity™'s features
View all features

Top Performing Features

  • Interactive voice response

    Pre-recorded greeting and menu options a customer can select from a telephone keypad.

    Category average: 8.8

  • 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

  • Call forwarding

    Forwarding of calls to the appropriate agents.

    Category average: 8.2

Areas for Improvement

  • Call scripts

    Providing agents with a predefined conversation script.

    Category average: 8.2

  • 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

  • Predictive dialing

    Dials multiple numbers at once and connects the salesperson if a live speaker answers.

    Category average: 8.7

Reviews

What users are saying about Avaya Infinity™.
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Avaya brings automation and improves the workflow with better productivity.

Incentivized
Swati SapnaView profile
Design Engineer at Dorto Design Studio (201-500 employees employees)

Use Cases and Deployment Scope

The software has omnichannel communication available for the customers who interact with us through this tool. They can text, mail, audio call, video call, etc., and get updates regarding detailing services and even book an appointment for their cars. Also, the AI-based chatbots simplify the interactions by replying to the initial and simple part of the chats for us.

Pros

  • The customers and people interested in our services can easily contact us through Avaya.
  • It also helps collect customer feedback after the service is completed.
  • Also helps in tracking all the information of latest leads that we get through ads.

Cons

  • 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.

Return on Investment

  • In the first month after installing Avaya we hit 19% growth in total sales of business.
  • Operations costs have been reduced because of automated scheduling, reporting, follow-ups, etc.

Usability

Alternatives Considered

Bulk Whatsender

Other Software Used

Bulk Whatsender

Fantastic Software Must use for best customer care

Incentivized
Pankaj PrashadView profile
Assistant Manager F &A in Finance and Accounting at Sectigo Limited (501-1000 employees employees)

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.

Pros

  • Improve customer relations/service - Avaya helps in improving customer relations as we use this to reach out handle customer queries.
  • it helps to manage and improve customer experiences across voice, digital (email, chat, messaging), and other channels
  • Email, chat, and messaging - Its helps with email, chat, messaging facilities.

Cons

  • Support team needs to more accurate and easily approachable
  • Good network - Sometimes we feels issue with call quality there are some noises with their apps and equipment
  • Integration issue with the products.

Return on Investment

  • Implementation cost is one major thing while choosing the appropriate communication services. and it offers great pricing.
  • Enhanced customer experience. it enhance the customer experience and provide better opportunity for customer services.
  • Cloud based services increases the operational efficiency for customers.

Usability

Other Software Used

Skype for Business / Lync (discontinued), Cisco 4000 Series Integrated Services Routers (ISR 4000), Microsoft Teams

Avaya Customer Review.

Incentivized
Bosede Wiley
Practice Administrator in Finance and Accounting at Steeplechase Pediatric Center, P.A. (51-200 employees employees)

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.

Pros

  • Analytics
  • Call Log
  • Phone tree
  • Modification to phone set-up update in real time.

Cons

  • There has been a continued issue with the phone not ringing at times at one clinic location (Aliana). Several patients brought this to our attention. We are currently working with a tech at Avaya to resolve the issue.

Return on Investment

  • No issues with the features.

Usability

Alternatives Considered

Weave

Avaya Infinity™ is the Next Generation Cloud CX

Incentivized
Verified User
Engineer in Sales (10,001+ employees employees)

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.

Pros

  • Artificial Intelligence
  • Cloud Services
  • Complement existing On-Prem Equipment
  • Scalable

Cons

  • On - Prem version, for customers to scared for the cloud
  • Better Reporting Package
  • embedded in the software such as Elite

Return on Investment

  • Assisted with ROI as we used existing CX, which is not obsolete as this complemented the AACC platform
  • Provided AI services to an existing CX environment
  • Flexiblity was key
  • Only negative, no option for on-prem for customers not comfortable for cloud

Usability

Alternatives Considered

Genesys Cloud CX, Five9 Intelligent Virtual Agent and Verint Automated Quality Management

Other Software Used

Avaya Call Center Elite, Genesys Cloud CX, Five9

analog/digital to VoIP

Incentivized
Brian MarcusView profile
Telecommunications Supervisor in Information Technology at Bon Secours Health System (10,001+ employees employees)

Use Cases and Deployment Scope

Avaya is being used for the everyday telephone communications of the hospital. From the announcing system to the paging it was able to do what has been required since it was installed. The system is easily upgraded with additional features without replacing major components. The features make the operations easier for the user and the customers we serve.

Pros

  • Support is always available when needed as well as being able to ask questions about different issues that might arise.
  • Easily able to modify the system to accommodate the users and incoming telephone lines.
  • User-friendly for the end users to access their phone's features and voicemail.

Cons

  • My system is using digital and analog phones where we are trying to upgrade to VoIP phones. The features and functionality of these phones are so much easier to use, but the system does not allow for automatically finding the system to use. It does not integrate well with other security features installed by the company.

Return on Investment

  • Good return on investment for the system that we needed. If the phones go down then the hospital cannot conduct business efficiently.
  • Low downtime, but there is no backup for the system if the network goes down for VoIP phones.

Other Software Used

F5 on IBM Cloud

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