8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.
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Avaya Experience Platform
Score 8.5 out of 10
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The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive…
$48
per month
Pricing
8x8 Contact Center
Avaya Experience Platform
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact Center
Avaya Experience Platform
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Required
Additional Details
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Digital - $48.00 (Per User/Per Month)
Voice - $83.00 (Per User/Per Month)
All Media - $125.00 (Per User/Per Month)
Basically, Avaya looks and feels much simpler that 8x8. Its simple to use provides a vast majority of different solutions and integrations, easily top-tier VoIP on the market. It stands out by having so much within one single system, which allows or jobs to be performed with …
Customer service/regular call center would be good places to implement this. It seems fairly user friendly & doesn't take too much to figure out the in's & out's of the system. Places that don't have IT staff or outsource all of their IT problems or questions would probably have some more difficulty with this because it can be a little complicated when it comes to specific attributes to 8x8 Contact Center such as installation/configuration, scripts, & queues.
The Avaya Experience Platform is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
With 2-party states, 8x8 does not give us an option to modify the recorded statement that alerts parties the call is being recorded. The one we could use tends to sound harsh to the second party, and tends to cause sales losses.
When they recently changed their admin panel UI, several things the old UI had available never made it across to the new platform.
One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
I have always found Avaya's technology and support to be the best in the industry. Even as they worked out financial difficulties and continue to fend off competitors they have adopted and incorporated new technologies. They have done so in a logical and supportive manner and offered all these benefits as they went along. I haven't seen any of their competitors do any of this.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
8x8 had better pricing for our needs. 8x8 offered the features we needed without extras we did not. The overall onboarding process as demoed was smoother and provided more confidence in the product.
Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.