Avaya OneCloud IX Contact Center Review

Avaya
Product:
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OneCloud IX Contact Ctr.
Avaya
2000
Santa Clara, CA
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Free Trial:
Public
120,000+
Cloud
No

OneCloud IX Contact Ctr. At A Glance

Good: Scalable per-user pricing strategy, agents can access software from anywhere, speech analytics features.
Bad: Only supports the English language.
Bottom Line: Robust solution for small and midsize call centers that want to migrate to the cloud.

Product Overview

The Avaya OneCloud IX Contact Center is a Contact Center as a Service (CCaaS) solution that helps small and midsize call centers provide better, more efficient customer service. It gives businesses flexibility with monthly subscription plans that are based on a per-user strategy and the ability to scale up or down as their operation needs change. With that, there’s a reduced total cost of ownership (e.g., no need to purchase hardware or use IT resources to host software).

There are two pricing plans: Basic and Advanced. The Basic plan includes a cloud-based call center, self-service administration, skills-based routing, call recording, a Dual-tone Mulitfrequency (DTMF) auto-attendant and reporting. The Advanced plan has all of the features of the Basic plan, plus live screen capture, quality management and live agent coaching. Specific costs are detailed in our Pricing section below.

The Avaya OneCloud IX solution has several benefits, such as:

  • Quality management features for call center supervisors
  • Accessiblilty from any web browser, so agents can work remotely if necessary
  • Proactive tools that help improve agents’ productivity
  • A shorter implementation process than on-premise deployment

Note that Avaya offers another contact center solution, Avaya Intelligent Xperiences Contact Center, for larger companies that are looking for more advanced features. It has individual modules that can be integrated into a single solution, and it includes multichannel capability, self-service functionality for agents, workforce management and artificial intelligence. The Intelligence Xperiences Contact Center can be deployed in the cloud or on-premise.

Features

Here are some of the key features of Avaya OneCloud IX Contact Center.

Voice – The software includes all features of the former Avaya Aura Elite call center solution, such as skills-based routing, the ability to transfer calls, whisper coaching and agent mobility. It also has a customizable IVR function with an option of voice or DTMF commands. Supervisors can record all aspects of a customer call, including IVR experience, hold times and transfers.

Call centers can also offer post-call surveys to their customers, and supervisors can customize surveys to fit their needs (e.g., caller opt-in or agent-prompted).

Workspaces – This feature gives agents access to important customer details that are collected from multiple sources, so they can provide more efficient service. It displays the customer’s contact information, purchase history and current interaction details in a single view, so agents can quickly find relevant details.

Workforce optimization and performance management – With real-time quality monitoring, call center supervisors can manage their agents’ performance. They can listen in on and provide coaching to an agent during a call with or without the customer’s awareness. In addition to calls, supervisors can record screen capture interactions.

Reporting and analytics – Avaya OneCloud IX Contact Center has both real-time and historical dashboards and reporting tools that help call centers measure their performance. There’s also a robust speech analytics feature that includes agent and caller verification, multitouch call transcriptions, listening comprehension scoring and automated quality assurance scoring.

Target Market

Avaya targets its contact center software to many industries, including hospitality, health care, finance and technology. We’ve listed 10 of its clients below.

  • Datamark Inc.
  • Cincinnati Bell
  • Fiber Industries
  • Goodyear
  • Marine Rescue Technologies
  • Neiman Marcus
  • Stacey Cohen Designs
  • Standard Chartered
  • Treated.com
  • VCA Canada

Implementation/Integration

Clients that want to purchase the Basic plan can sign up for an account on Avaya’s website. Avaya’s Professional Services staff works with clients on the design and implementation process, including data migration. They also customize the solution based on the client’s unique needs, such as integrating with their existing applications.

Avaya offers robust training options for administrators, developers and end users, including online and in-classroom courses, personalized learning paths and a certification program.

Customer Service & Support

There’s a support portal that has a knowledge base, community forums and a ticket system. Users can contact support by live chat, phone, email or video. Avaya also provides optional packages with advanced support features.

Pricing

As mentioned, there are two pricing plans. The Basic plan costs $109 per user, per month, and the Advanced plan costs $129 per user, per month.

Avaya also offers three payment options for call minutes: toll minutes per agent (one cent per minute, per agent), toll-free minutes per agent (two cents per minute, per agent) and unlimited toll minutes ($70 per month).

Shortcomings

The software only supports the English language, but Avaya plans to offer multilanguage functionality in the future.

Screenshots

Avaya Screenshot 1
Avaya Screenshot 2
Avaya Screenshot 3

About

Avaya’s mission is to provide open and innovative solutions to enhance and simplify communications and collaborations and it’s committed to helping organizations create an intelligent communications experience for employees and customers. In addition to its contact center software, Avaya offers phone systems, videoconference software and an unified communications solution that integrates with voice, messaging and other collaboration applications.

Avaya has received numerous awards over the years, such as the 2018 Gartner Magic Quadrant Leader for Unified Communications, the 2019 Aragon Research Globe Leader for Unified Communication and Collaboration and two 2019 awards from Frost & Sullivan for Customer Value Leadership and North American Product Leadership.

Send feedback or corrections to feedback@betterbuys.com.

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