I like the ability to see what the caller is going to enquire about before the call is taken. Tracking of time is customizable.

My customer support system with amazing call facility.

You have the option to press mute but the line will disconnect if you forget and put the headset back into the retriever.

We like the  capability of using it on multiple stations , the reports and the fact that it is easy to use and  reliable.

We use Avaya Aura with the Breeze platform. The Breeze platform ( with Engagement Designer) is a great add-on and provides us strong integration from our ancillary products into Aura.

Since its implementation we had several problems, because the company commercial sells a product that can not deliver.

The software is an excellent tool to monitor the service performance of logged-in agents, it has several shortcuts that facilitate. The work of the supervisor at the time of service.

Aura is an all encompassing tool to get your routing where it needs to be. The integration with analytics is also really helpful.

There might be some double run problems. While one Avaya.exe is running you can open another one bu mistake.

The software is easy to use and to update settings.

Avaya is by far the most powerful solution for large enterprises that have more than 1000 employees and are not ready to go to the cloud.

I like that Avaya runs well and does not have many issues or crashes; Overall functionality is great. I like the ease of use with initiating conference calls or a video calls.

I loves the intergrated Interface followed closely by the state of designs features however all this are just value added as the routing systems are often to be monitored and tailgates.

At the end of the day, it's very useful to gained a great customer service.

The functionality of this program is great its  easy to use and set up.

Many Features were missing, using phones over VPN doesn't work as it should be, support is really weak and not many users are familiar with the product.

Even with its greatness, this program as any other has its drawback; that is that the tome keeping is so precise, it can get confusing as well. Some functions at first are hard to understand.

I like that it is tracking everything what you are doing while logged in - the average talk time, wrap time, connects and it helps monitor ones productivity.

To navigate from one call to another at the ease of yiur fingertips is simply amazing and very easy to use.

Great for big, small, medium companies, you are able to see in which Aux your personnel is, so you can track their time on their calls or their non productive time, great.

You can have a great And effective conversation with your clients. Very reliable and when the system goes down it’s back up in no time.

Painful Implementation, Lacking basic features.

Its a very complete and easy to use platform, the Avaya's experience for many years its a clearly advantage over the other vendors.

I like the ability to talk with the customers through a clear and efficient system. It is well integrated with other software needs to provide quality voice interactions.

Great when it works, awful when something goes wrong and support is useless.

Avaya Aura is nowadays my most favorite application because of its advanced communication techniques that helps me to communicate within or outside my organization in a better way.

I would say this is the biggest benefit of having this kind of system and it's affordable as well.

Used this at one of my old jobs and it was so easy to use and amazing for functionality.

I like how easy anyone can be trained to use this, making sure clients are taken care of is a huge priority so this is a wonderful platform for that.

I have been very impressed by the available Knowledge Base and Community for answering my questions about functionality and best practices. Zendesk Support has also been a fantastic resource.

This software is a great way to centralize all customer service experiences. It also has great ability to integrate with other software.

What I like most about Zendesk is the way it can handle and manage customer relationships with ease and simplicity. Very great platform to use for your CRM needs.

Love how easy it is to submit the tickets and how easy the tool is to use. Love that I am able to follow it along.

Good for ticketing systems and really hums when it's automated. Fairly widely used in the industry so there's a lot of good forums and support on it.

It is a fantastic solution that meets all the requirements of our corporation.

I liked the standardization of different support metrics. The CSAT is pretty good and APIs are very useful.

I like the ease of finding past tickets. Not a fan of the chat feature.

If you use all Zendesk Suite, Chat it's a great add-on, and it's cost per agent it is fair enough when compared to all the metrics you can gather.

The transition from ticket to call is lovely if you require that feature and it allows you save your interaction easily.

The customer communication and support have been improved and we are happy about its functions and prices.

ZenDesk is cost effective and easy to implement. The macros features are powerful, and allow for a lot of ease of use in the system.

The interface is so intuitive and powerful. Customer service advisors adapt to it very quickly, and it makes it super easy for them to manage their tickets.

We never had support on issues, lost clients, lost statistics, etc. But when payment is due, then they sent many emails.

Their Email Platform Connect is the worst on the market.

Big array of features which can help companies in different situations. Useful feature of having different languages in the system, which helps a lot with international clients.

Over my experience was nice. Customer service was responsive and the product is well on its way to be the best in the market.

It's a great tool for Customer Care and the conexion with Facebook and Twitter allows for a complete ownership of the customer care attention.

Zendesk has solved so many issues in one program. Pricing is good and a fair price.

Overall my experience was great. It is a nice product that integrates easily with other softwares.

I loved how feature rich this software was, it definitely helped me help my shoppers and website visitors.

Another cons is their technical support is very poor, it’s not that often you’ll need it but when you do, it’s hard to get it.

I love zendesk and find it pretty easy to use. I like how useful it is in everyday business setting.

I had a great experience using zen desk. My team was happy too with how easy it is to use and how quickly they can move from ticket to ticket.

The alert sound is as bad as one could sound and the lack of some useful features proved a NO GO! for me.

US Dollar

Avaya UCaaS (formerly Avaya Aura Contact Center) is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized interactions to regular callers using advanced outreach algorithms and workflow. The algorithms help agents use inbound and outreach capabilities to sell, cross-sell and upsell products to callers. It also helps agents gather payments, schedule service appointments and offer promotions and discounts.


Avaya UCaaS provides a performance management module that captures, analyzes and stores customer interactions to highlight areas of improvement. It also provides automated coaching, scorecard assessments, customer feedback and voice analytics. The module helps users meet compliance objectives with regulatory mandates such as PCI, GDPR and MiFID.


The platform helps users identify patterns to drive customer-first practices, performance and operational efficiencies. Other features include AI-driven agent guidance and assisted services. Support is provided via online ticket, forum and phone.



LongDescription

IVR/Voice Recognition

Agent Interface

Voice Mail

Call Recording

Calendar Management

Automated Routing

Call Center Management

Call Routing

Contact Management

Audio / Video Conferencing

Performance Metrics

Multi-Channel Communication

Workflow Management

Email Management

File Sharing

Real-Time Chat

Chat/Messaging

Interaction Tracking

Reporting/Analytics

Workforce Management

Live Chat

Web browser (OS agnostic)

Windows 10

51-200

201-500

501-1000

1000+

Avaya UCaaS

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large.


Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images.


Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.

Zendesk Suite includes the following products: Ticketing System, Help Center, Community Forum, Messaging, Zendesk Talk, Zendesk Explore and Zendesk Sunshine Conversations. 

The Zendesk Suite is offered in five different plans depending on a companies need. These plans are: Team, Growth, Professional, Enterprise and Enterprise Plus. Connect with Zendesk to see which plan is best for your business. 


 



Commenting/Notes

Support Ticket Management

Real-Time Analytics

AB Testing

Cataloging/Categorization

Case Management

Surveys & Feedback

Personalization

Multi-Channel Management

Text Analysis

360 Degree Feedback

Customizable Reports

Document Storage

Activity Tracking

Transfers/Routing

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Customer Service Analytics

Workflow Configuration

Contract/License Management

Active Directory Integration

SSL Security

Change Management

Sentiment Analysis

Single Sign On

Automatic Call Distribution

Project Management

Rules-Based Workflow

Blended Call Center

Procurement Management

Knowledge Management

Communication Management

Customer Database

Interactive Content

Call Logging

Offline Form

Print Management

Customizable Fields

Collaboration Tools

Churn Management

Assignment Management

Full Text Search

Batch Communications

Progressive Dialer

Template Management

Data Import/Export

Email Tracking

Win/Loss Analysis

Customer Complaint Tracking

Problem Management

Email Templates

Self Service Portal

Email Distribution

Text to Speech

Account Alerts

Customer Experience Management

Help Desk Management

Audit Trail

Outbound Call Center

Content Management

Configurable Workflow

Screen Sharing

Mobile Access

Social Media Monitoring

Proactive Chat

Multi-Channel Data Collection

Survey/Poll Management

Service Reporting

CMDB

Capacity Management

On-Demand Communications

Real Time Data

Transcripts/Chat History

Inbound Call Center

Routing

Service Catalog

Call Scripting

Discussions/Forums

Phone Key Input

Issue Scheduling

Issue Management

Text Editing

Call Reporting

Complaint Monitoring

Filtering

Configuration Management

Queue Management

Support Ticket Tracking

Role-Based Permissions

Windows 7

Windows Vista

Windows XP

Mac OS

Linux

HP-UX

Solaris

Unix

IBM OS/400

Windows 2000

Support only pricing starts at $19 per agent/month.
Suite pricing starts at $55 per agent/month. 
Free trial available.

Avaya UCaaS vs Zendesk Suite

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