Avaya
Key Features
OneCloud Platform, AI Routing, Video Banking, Experience Management
Notes
Enterprise communications platform with AI-driven member experience management
Overall Rating
Reviews & Feedback
🤝 Vendor Support Assessment (Community Data)
Pre-Launch
FairBased on community reviews
During Launch
FairBased on community reviews
Post-Launch
GoodBased on community reviews
📝 Contract Experience (Community Data)
Based on community reviews
👥 Ease of Use (Community Data)
Based on community reviews
📊 Data Sources: Compliance data is from public vendor information. Support, ease of use, and contract ratings are aggregated from verified community reviews. Add your review to help others!
Pros:
Legacy contact center with AI add-ons. Reliable platform. Works if you already have Avaya infrastructure. Omnichannel capabilities.
Cons:
AI feels bolted-on. Not purpose-built for conversational AI. Expensive. Better alternatives exist. Complex integration.
ROI Notes:
Minimal chatbot impact. Maybe $4,200/month from AI features.
Pros:
We already had Avaya so integration was easy. Familiar platform. Support knows our setup.
Cons:
AI chatbot is weak compared to specialists. Expensive for what you get. Old technology. Would not choose again. Limited features.
ROI Notes:
Poor ROI for AI features. Traditional contact center is fine.
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