An awesome program!

What are the best aspects of this product?

Avaya CMS lets you do anything under the sun. You can make customizations and alterations in detail. There are a plethora of functionlities that come with the application that I've yet to play aoround with. But I look forward to doing so soon.

What aspects are problematic or could work better?

There are many reporting options with in the Avaya CMS. It's not bad, by any means. But they're a little difficult to figure out. For instance, I was hoping to push a report early today to see who changed skillset in CMS. But that option was so hard to find. It took me 20 minutes to Google the issue before I ran with the report.

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

We managed to fix a wide range of internal phone issues with Avaya CMS. We managed to make team members priorities within the phone queue and precisely customized skill sets.

Are you a current user of this product?

Yes