Avaya Infinity Reviews

Pros

Using this platform feels easy, with no complicated features getting in the way.

Cons

The color scheme and overall look feel outdated.

Pros

It does a solid job with enterprise voice features and reporting which are probably its strongest points.

Cons

Deployment, configuration and integration are all overly complicated and that complexity makes the platform frustrating to work with.

Pros

The flexibility and mobility are a huge plus and the platform also comes with a strong set of features that make it very capable.

Cons

I've been running into authentication errors quite often which has been frustrating.

Pros

We can handle both inbound and outbound calls from any location which gives us a lot of flexibility.

Cons

It frequently lags, runs into authentication errors and the line quality feels static.

Pros

Even though Avaya joined the CCaaS market later than others, AXP still comes across as a capable platform with a feature set that stands on the same level as NICE CX One and Genesys. Avaya AXP is flexible and when it's paired with Verint WEM, it offers a strong lineup of tools for speech analytics, workforce management, knowledge base, feedback management and more.

Cons

The software would be better if AXP and the Verint WEM modules were hosted in the same cloud environment. The hybrid setup can be a bit tricky to manage.

Pros

Receiving calls isnt difficult with this software and the communication quality stays clear throughout.

Cons

Whenever an issue came up, it was usually something like calls getting disconnected.

Pros

For nearly four years at my company, we've been using this to connect with our customers and it has really helped the whole team stay in touch efficiently. The platform is also very simple to navigate which makes day to day use much more convenient.

Cons

It has been solid overall although we do run into occasional latency at times. That said, it seems fairly normal since we've experienced the same kind of delay with other tools as well.

Pros

Getting started with it is very easy and signing in is quick. It's very simple to use overall.

Cons

Something I've noticed is that it occasionally has trouble connecting to my device especially the headset. There are times when it just doesn't connect.

Pros

It helps me receive calls accurately and keeps the contact details available when I need them.

Cons

At times, it throws an error and the line gets disconnected unexpectedly.

Pros

Whenever we make changes or update settings in the tool, it adjusts right away and integrates properly with our Ipscape setup. That has been really convenient not just for our team but for the agents too.

Cons

One issue I've noticed is that it can occasionally take time to detect connected devices like headsets or earphones on the PC. At times, I have to reconnect them just to make sure the headset audio works properly.