Table of Contents
Updated:
product :
seller :
Founded :
Headquarters :
OneCloud IX Contact Ctr.
Avaya
2000
Santa Clara, CA ownership :
Customers :
Deployment Model :
detached trial : Public
120,000+
Cloud
No
OneCloud IX Contact Ctr. At A Glance
Good:
scalable per-user pricing scheme, agents can access software from anywhere, speech analytics features.
Bad:
only supports the english lyric.
Bottom Line:
Robust solution for small and midsize name 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 minor and midsize call centers provide better, more effective 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 gloomy as their operation needs change. With that, there ’ mho a reduced total cost of ownership ( e.g., no necessitate to purchase hardware or use information technology 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 rout, name recording, a Dual-tone Mulitfrequency ( DTMF ) auto-attendant and report. The Advanced plan has all of the features of the Basic plan, plus live shield capture, timbre management and bouncy agent coach. specific costs are detailed in our price 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 gain features. It has individual modules that can be integrated into a single solution, and it includes multichannel capability, self-service functionality for agents, work force 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 early Avaya Aura Elite address center solution, such as skills-based route, the ability to transfer calls, whisper coaching and agent mobility. It besides has a customizable IVR routine with an option of articulation or DTMF commands. Supervisors can record all aspects of a customer call, including IVR experience, hold times and transfers. call centers can besides offer post-call surveys to their customers, and supervisors can customize surveys to fit their needs ( for example, caller opt-in or agent-prompted ).
Workspaces – This feature gives agents access to authoritative customer details that are collected from multiple sources, so they can provide more efficient service. It displays the customer ’ s contact information, buy history and current interaction details in a single opinion, so agents can quickly find relevant details. Workforce optimization and performance management – With real-time quality monitor, call center supervisors can manage their agents ’ performance. They can listen in on and provide coaching to an agent during a cry with or without the customer ’ south awareness. In accession to calls, supervisors can record filmdom appropriate interactions. Reporting and analytics – Avaya OneCloud IX Contact Center has both real-time and historic dashboards and report tools that help call centers measure their operation. There ’ s besides a robust language analytics feature that includes agent and caller confirmation, multitouch call transcriptions, listening comprehension score and automated quality assurance seduce .
Target Market
Avaya targets its contact kernel software to many industries, including cordial reception, health caution, 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 history on Avaya ’ s web site. Avaya ’ s Professional Services staff works with clients on the design and implementation march, including data migration. They besides customize the solution based on the client ’ south unique needs, such as integrating with their existing applications. Avaya offers robust train options for administrators, developers and end users, including on-line and in-classroom courses, personalized eruditeness paths and a certificate plan .
Customer Service & Support
There ’ mho a digest portal that has a cognition establish, community forums and a ticket system. Users can contact support by live chat, call, e-mail or television. Avaya besides provides optional packages with advance support features .
Pricing
As mentioned, there are two pricing plans. The basic design costs $ 109 per user, per calendar month, and the Advanced plan costs $ 129 per exploiter, per month. Avaya besides offers three requital options for call minutes : toll minutes per agent ( one penny per minute, per agent ), toll-free minutes per agent ( two cents per minute, per agentive role ) and outright toll minutes ( $ 70 per month ) .
Shortcomings
The software only supports the english speech, but Avaya plans to offer multilanguage functionality in the future .
Screenshots
About
Avaya ’ south mission is to provide open and innovative solutions to enhance and simplify communications and collaborations and it ’ randomness committed to helping organizations create an intelligent communications experience for employees and customers. In addition to its liaison plaza software, Avaya offers call systems, videoconference software and an incorporate communications solution that integrates with spokesperson, message 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
