[ Avaya C... Reviews ](https://www.g2.com/products/avaya-contact-center/reviews) [ Avaya C... Reviews ](https://www.g2.com/products/avaya-contact-center/reviews) # Avaya Contact Center Features ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Dialing Options (3) Preview Dialing Presents information about the individual being called before the call begins. Progressive Dialing Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. Predictive Dialing Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently. Show More ##### ## Agent Tools (6) Whisper Coaching Allows a supervisor to listen to a call and train in real time. Callback Scheduling Reschedules calls within the software itself, either through a prompt or by the agent themselves. Call Recording Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. Real-Time Data Receive data and information in real time Live Chat Ability to chat online in real time Call Scheduling Schedule date and time for callbacks/follow-up calls or reminders Show More ##### ## Automation (3) Voice Activity Detection Decides response type by determining if voice is a human response or an answering machine. Interactive Voice Response (IVR) Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department. Call Scrubbing Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. Show More ##### ## Channels (8) Multi-Channel Coverage Software incorporates multiple digital communications channels. Open Listening Allows incorporation of inbound contacts from non-marketing channels. Physical Media Includes physical media (mail, flyers, billboards, etc.) in the channels mix. Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Live Chat Ability to chat online in real time Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Design (9) Communications Strategy Development Allows planning and deployment of an overall communications strategy. Create Content Includes or integrates with content creation apps. Personalization Outbound communications are segmented and personalized. Inbound Identification Inbound contacts are identified and handled based on history. Regulatory Compliance Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. Batch Communications Send messages, notifications, or documents to an entire customer base at the same time Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. On-Demand Communications Generate personalized communications upon request to meet customer needs Interactive Content Allow the audience to interact or engage with the content Show More ##### ## Quality Assurance (3) Evaluation Provides tools for evaluating customer interactions Calibration Offers features for maintaining fair and consistent scoring Reports Generates quality and performance reports Show More ##### ## Engagement (4) Feedback Tools for providing personalized feedback and coaching sessions Dashboards Provides a centralized dashboard for agents to view their scores and feedback Training Tools for educating and training agents Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Show More ##### ## Performance (2) Third-Party Integrations Set up connections to third-party platforms to improve business processes Compliance Helps ensure customer privacy and data protection Show More ##### ## Functions (12) Call Routing Sends voice calls to a specific queue based on predetermined criteria Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. Speech Analytics Provides some level of analytics based on keywords and vocal tones. Auto Dialer Has auto dialing or predictive dialing functions for outbound use. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Real-Time Analytics Analyze and gain insights into data in real-time Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Show More ##### ## Administrative (12) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Callback Scheduling Schedules callback times Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Call Recording Allows supervisors/managers to record and review telephone conversations of agents. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Call Reporting Track and report on all incoming and outgoing calls Real-Time Reporting Active reporting of data and metrics Show More ##### ## Workforce Management (17) Agent Availability Offers complete visibility into agent availability to efficiently create and manage schedules. Skills Management Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. Shift Scheduling Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. Agent Self-Service Allows agents to set their own preferences, request time off, and trade shifts. Mobile Access Allows users to access the software using mobile devices. Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Attendance Management Manage attendance for classes, shifts, meetings, or events Employee Management Track employee schedules, availability, and performance across projects and tasks Time Off Management Track and manage employee time-off, vacation, and sick leave requests Call Monitoring Allow managers/supervisors to monitor calls for quality assurance purposes. Performance Evaluation Allows managers/supervisors to evaluate the performance of agents. Real-Time Monitoring Active monitoring of systems, applications, or networks Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Show More ##### ## Administration (6) Automation Automates some or all operation related tasks Productivity Analysis Statistical data that helps identify improvement areas, delays or interruptions, and output of an employee Dashboards Has a centralized dashboard for users to interact with. Labor Forecasting Predict labor requirements based on past and present data/trends Intraday Management Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Show More ##### ## Platform (14) Omnichannel Allows inflow of requests through various digital channels such as email, social media, etc. Mobile Access Allows users to access the software using mobile devices. Queue Management Provides queue management in case of increase in case/call inflow. Call Routing Allows distribution of incoming calls to agents. Call Back Allows users to request a call back. IVR Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. Automatic Call Distribution Allows automatic distribution of incoming calls to the agents. Call Transfer Transfers live calls to other agents Contact Management Manage, organize, and store contact information Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Survey/Poll Management Create and administer polls and surveys Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Call List Management Manage and track all past and future calls. Show More ##### ## Generative AI (16) AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text-to-Speech Simulates human-like speech from text inputs. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Call Routing Sends voice calls to a specific queue based on predetermined criteria Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Call Center Infrastructure (CCI) (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Multi-Language Manage and support multiple languages Show More ##### ## Agentic AI - Contact Center (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## Agentic AI - Auto Dialer (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Third-Party Integrations Set up connections to third-party platforms to improve business processes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## AI Capabilities - Auto Dialer (7) Call Prioritization and List Optimization Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. Compliance Monitoring Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions. Speech Analytics and Sentiment Analysis Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review. Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Real-Time Monitoring Active monitoring of systems, applications, or networks Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Text to Speech Turns text into natural sounding speech Show More ##### ## Additional Functionality (271) AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Activity Tracking Track and document all activities across devices, networks, and other systems Call Routing Sends voice calls to a specific queue based on predetermined criteria Call Scripting Provide agents with a typical response for common call subject matter Contact Management Manage, organize, and store contact information Power Dialer System automatically dials the next number on the contact list after the previous call ends Preview Dialer System provides callee information to agent prior to the call to help determine whether or not to make the call Auto-Dialer System that automatically dials calls Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Real-Time Reporting Active reporting of data and metrics Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Integrations Management Identify which applications need to exchange data and enable these data connections Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Automatic Call Distribution Distribute/route/connect calls Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Generative AI Use AI to generate content in the form of text, images, videos, etc. Interaction Tracking Track interaction history by documenting conversations for contacts Caller ID Identify the number and contact information of a caller before answering the phone Call Transfer Transfers live calls to other agents Call Disposition Track and report on call outcomes Voice Mail Computer-based system that allows users to send and receive voice messages Chat/Messaging Communicate using direct chat or messages within the system Automatic Outbound Dialer Dials outbound calls automatically Call Reporting Track and report on all incoming and outgoing calls API Application programming interface that allows for integration with other systems/databases Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Lead Capture Automatically identify and save contact information of potential customers CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Call List Management Manage and track all past and future calls. Progressive Dialer Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls Campaign Specific Caller ID Control the name and number that appears on outbound caller ID List Management Manage contacts across multiple mailing lists Customizable Fields Customize data fields to support various needs and use cases AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Multi-Campaign Manage multiple campaigns in one system Workflow Management Create, design and manage workflows for repetitive tasks Call Logging Collects essential call data such as call origin, call destination, call length, and other transaction details Lead Distribution Route and distribute your leads to third party buyers Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Inbound Call Center A call center that primarily receives calls, typically customer service focused For Sales Teams/Organizations Caters to sales teams Data Security Protect sensitive data for digital privacy Outbound Call Center A call center that primarily makes calls, typically sales focused Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Mobile Access Access software remotely via mobile devices Email Management Manage, store and organize emails within the system or via third-party apps Live Chat Ability to chat online in real time Call Transfer Transfers live calls to other agents Archiving & Retention Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Tagging Highlight specific time marks for annotation and review purposes Call List Management Manage and track all past and future calls. Real-Time Analytics Analyze and gain insights into data in real-time Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Real-Time Data Receive data and information in real time API Application programming interface that allows for integration with other systems/databases Real-Time Monitoring Active monitoring of systems, applications, or networks CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Automatic Call Distribution Distribute/route/connect calls Activity Tracking Track and document all activities across devices, networks, and other systems IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Third-Party Integrations Set up connections to third-party platforms to improve business processes Scheduled Recording Automatically record calls at predetermined times Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance File Transfer Move files across different systems or networks Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Call Transcription Voice conversion to text Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Call Disposition Track and report on call outcomes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Contact Management Manage, organize, and store contact information Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Voice Mail Computer-based system that allows users to send and receive voice messages Caller ID Identify the number and contact information of a caller before answering the phone Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Call Routing Sends voice calls to a specific queue based on predetermined criteria Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Recording Record live video calls to play later Auto-Dialer System that automatically dials calls Chat/Messaging Communicate using direct chat or messages within the system On-Demand Recording Record the audio of phone conversations for quality assurance purposes Customizable Reports Alter the layout and content of reports Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Conferencing AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Interaction Tracking Track interaction history by documenting conversations for contacts Predictive Analytics Predict future data based on historical data sets Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Sales Trend Analysis Analyze the current state of sales data to accurately understand trends and forecast future sales numbers. Audio Capture Record audio or import/upload audio files Email Alerts Receive and/or send email notifications for urgent updates, requests, or other information Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Self-Service Search Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support Natural Language Processing Process and analyze human language in text or audio form Surveys & Feedback Gauge satisfaction and receive information for improvement and success Automatic Transcription Use AI to convert voice into text automatically Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Request Assignment Speech-to-Text Analysis Analyze, correct, and monitor speech for transcriptions or recordings Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Recording Record the audio of phone conversations for quality assurance purposes Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Multi-Language Manage and support multiple languages HIPAA Compliant Compliant with HIPAA, which sets standards for sensitive patient data protection Data Security Protect sensitive data for digital privacy Call Scripting Provide agents with a typical response for common call subject matter Customer Service Analytics Quality Assurance Systematic evaluation of various aspects of a project or service to prevent defects or issues Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Categorization/Grouping Organize and group data or items based on various criteria Language Detection Identify different languages Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Leave Tracking Manage and track employee attendance Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users For Call Centers Designed for call centers Employee Time Tracking Track and measure time worked for employees Third-Party Integrations Set up connections to third-party platforms to improve business processes Generative AI Use AI to generate content in the form of text, images, videos, etc. Activity Monitoring Track and report on everything that happens within the system or network Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data API Application programming interface that allows for integration with other systems/databases Call Recording Record the audio of phone conversations for quality assurance purposes Approval Process Control Manage the process of evaluating documents or requests submitted for approval Skills Tracking Track employee skills, competencies, training & qualifications Activity Tracking Track and document all activities across devices, networks, and other systems Variable Workforce Utilize third party services to cover unforeseen labor needs Employee Coaching Tools Conduct & deliver coaching sessions to improve employee performance or facilitate development Employee Database Electronic storage of staff/employee contact information and job status in a centralized repository Online Time Clock Track/log the amount of time employees worked per job using a timer Agent Interface Agents can view and manage all customer requests and interactions. API Application programming interface that allows for integration with other systems/databases Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Transfer Transfers live calls to other agents Data Import/Export Import and export data to and from software applications Call Scripting Provide agents with a typical response for common call subject matter Interaction Tracking Track interaction history by documenting conversations for contacts Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Customizable Reports Alter the layout and content of reports Contact Management Manage, organize, and store contact information Activity Tracking Track and document all activities across devices, networks, and other systems Automatic Call Distribution Distribute/route/connect calls Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Chatbot AI-based platform which conducts a conversation via auditory or textual methods Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Agent Interface Agents can view and manage all customer requests and interactions. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Customer History Access previous interactions or concerns to maintain customer relationships Voice Mail Computer-based system that allows users to send and receive voice messages Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Call List Management Manage and track all past and future calls. Chat/Messaging Communicate using direct chat or messages within the system Workforce Management A set of processes to optimize the productivity of its employees Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Email Management Manage, store and organize emails within the system or via third-party apps Caller ID Identify the number and contact information of a caller before answering the phone Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Real-Time Monitoring Active monitoring of systems, applications, or networks Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Employee Coaching Tools Conduct & deliver coaching sessions to improve employee performance or facilitate development Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Customer Surveys Tool to send questionnaires to customers to gauge feedback Agent Interface Agents can view and manage all customer requests and interactions. Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Leaderboards Boards that use custom metrics to show how leading performers compare to other individuals/teams Employee Reward Programs Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs Workforce Management A set of processes to optimize the productivity of its employees Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Video Conferencing Connect with meeting participants remotely over video Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. KPI Monitoring Tracking the status of previously identified performance measurements AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Contact Management Manage, organize, and store contact information Multiple Scoring Models Create multiple models or equations for generating scores Real-Time Updates Receive system updates as soon as any changes are made Interaction Tracking Track interaction history by documenting conversations for contacts Call Recording Record the audio of phone conversations for quality assurance purposes AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Screen Recording Record and save a video file of what is happening on a computer screen Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Chat/Messaging Communicate using direct chat or messages within the system Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Customizable Branding Add customized logos and colors to align with company branding Call Recording Record the audio of phone conversations for quality assurance purposes Autoresponders Create and automatically send premade copy in response to customer messages IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Email Management Manage, store and organize emails within the system or via third-party apps Template Management Create, save, and re-purpose templates for emails, forms, etc. SMS Messaging Send messages via SMS Surveys & Feedback Gauge satisfaction and receive information for improvement and success Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Multi-Language Manage and support multiple languages Interaction Tracking Track interaction history by documenting conversations for contacts Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Workflow Management Create, design and manage workflows for repetitive tasks Customer History Access previous interactions or concerns to maintain customer relationships Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Video Support Supports various video file formats CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Inbox Management Organize, prioritize, and manage incoming communications API Application programming interface that allows for integration with other systems/databases Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Activity Tracking Track and document all activities across devices, networks, and other systems Chat/Messaging Communicate using direct chat or messages within the system Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Customer History Access previous interactions or concerns to maintain customer relationships Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Real-Time Analytics Analyze and gain insights into data in real-time Phone Key Input Call Logging Collects essential call data such as call origin, call destination, call length, and other transaction details Customizable Reports Alter the layout and content of reports Real-Time Data Receive data and information in real time AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Activity Tracking Track and document all activities across devices, networks, and other systems Live Chat Ability to chat online in real time Call Scripting Provide agents with a typical response for common call subject matter Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Voice Mail Computer-based system that allows users to send and receive voice messages Voice Customization API Application programming interface that allows for integration with other systems/databases Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number SMS Messaging Send messages via SMS Callback Scheduling Schedules callback times Caller ID Identify the number and contact information of a caller before answering the phone Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Surveys & Feedback Gauge satisfaction and receive information for improvement and success Auto-Dialer System that automatically dials calls Pre-recorded Messages Set of pre-recorded messages for candidates that can be shared before, during and after the video interview Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Multiple Scripts Interaction Tracking Track interaction history by documenting conversations for contacts Call Disposition Track and report on call outcomes Show More ## Top-Rated Alternatives [ ![NICE CXone](https://images.g2crowd.com/uploads/product/hd_favicon/7bd619f3d579628eacc5bbf828c6f8f3/nice-cxone.svg "NICE CXone") NICE CXone 4.3/5(1,730) ](https://www.g2.com/products/nice-cxone/reviews) [ ![Five9 Intelligent Cloud Contact Center Platform](https://images.g2crowd.com/uploads/product/hd_favicon/e0ad7f44157bc23e8fc8399905b408a0/five9-intelligent-cloud-contact-center-platform.svg "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5(625) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ ![Talkdesk](https://images.g2crowd.com/uploads/product/hd_favicon/e5d8a3a3c9ff90541ffb5e4cf13b063f/talkdesk.svg "Talkdesk") Talkdesk 4.4/5(2,586) ](https://www.g2.com/products/talkdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/avaya-contact-center/competitors/alternatives) Avaya Contact Center Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b3390b4cc3d92e87d570895f7358c003/amazon-connect.jpg "Product Avatar Image") Connect 4.4/5(92) [ Compare Now ](https://www.g2.com/compare/amazon-connect-vs-avaya-contact-center) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image") Genesys Cloud CX 4.4/5(1,558) [ Compare Now ](https://www.g2.com/compare/avaya-contact-center-vs-genesys-cloud-cx) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_927f66d37532def5fb7c634b71671819/nice-cxone.jpg "Product Avatar Image") NiCE CXone 4.3/5(1,730) [ Compare Now ](https://www.g2.com/compare/avaya-contact-center-vs-nice-cxone) ##### Categories on G2 [Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)[Customer Communications Management](https://www.g2.com/categories/customer-communications-management) [Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)[Customer Communications Management](https://www.g2.com/categories/customer-communications-management)[Auto Dialer](https://www.g2.com/categories/auto-dialer)[Contact Center](https://www.g2.com/categories/contact-center)[Call Center Infrastructure (CCI)](https://www.g2.com/categories/call-center-infrastructure-cci)[Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance)[Contact Center Workforce](https://www.g2.com/categories/contact-center-workforce)[Speech Analytics](https://www.g2.com/categories/speech-analytics) [Show MoreShow Less](javascript:void(0);) ##### Explore More [What is the best desktop image optimization software for designers who need to reduce file size before delivery without the output looking noticeably compressed?](https://www.g2.com/discussions/what-is-the-best-desktop-image-optimization-software-for-designers-who-need-to-reduce-file-size-before-delivery-without-the-output-looking-noticeably-compressed)[Most reliable RMM tool for network management](https://www.g2.com/discussions/most-reliable-rmm-tool-for-network-management)[What is the top-rated video advertising platform for large brands?](https://www.g2.com/discussions/what-is-the-top-rated-video-advertising-platform-for-large-brands) [Which commenting systems avoid frequent bugs and integrate smoothly without disrupting reader experience?](https://www.g2.com/discussions/which-commenting-systems-avoid-frequent-bugs-and-integrate-smoothly-without-disrupting-reader-experience%20)[Best software for ensuring deployment compliance](https://www.g2.com/discussions/best-software-for-ensuring-deployment-compliance)[Pros and Cons Details](https://www.g2.com/products/avaya-contact-center/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)