A Contact Center essential

What are the best aspects of this product?

Avaya provides high-level security for our contact center. It is a good program. Its functional components can do a lot of work such as CMS, AES, SM, SMGR, and CM! The call routing feature is the best! I also love its report generating feature because it allows us to customize our reports. It basically makes our work easier and more efficient.

What aspects are problematic or could work better?

I didn't experience any problem while using it.

What specific problems in your company were solved by this product?

We used to have a lot of technical issues when it comes to calling routing, and Anvaya solved that. Calls are now clearer and do not get disconnected every few seconds unlike before. Patching calls from IVR to ACD is now possible. We also had an experience when some calls were ignored by the CMS -- that no longer happens now with Avaya.

Are you a current user of this product?

Yes