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.

With Avaya my company has been able to save costs by reducing third-party services for web meetings and screen sharing.

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.

Well, if you have the money, then it is easy to scale, upgrade, and manage. But I still recommend a cloud service to get more bang for the buck.

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.

This application is quite useful for automatic call distribution system that allows a magnificent call distributing services within an organization.

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.

A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption.

What I like most about Intercom is that it makes conversing with our customers super easy.

Really nice and easy to use. Definitely worth checking out their automation tool sets as well.

Overall, our experience with Intercom is quite good. We like the product and we use it daily.

Intercom has been a wonderful experience, it is simple to use, effective, and well worth the money to keep connected with your clients.

Beyond the pale in terms of inappropriate and unprofessional.

Sometimes messages get lost and its tough to find the message trail of particular string. Sometimes unable to identify customers.

Things don't work well, customization options are very limited, users and customers get frustrated often and messages get lost in the abyss.

It's so powerful and easy to use. It was effortless to set up, and all our business users (who've never done customer support before), find it very easy to use, and the users love it too.

It integrates perfectly on the website. I also love that they are constantly coming up with new features to help our workflow.

Wonderful experience, I really enjoy using the product (even on other companies websites/products!) and would highly recommend.

A good, cost effective platform to interact with customers.

Also has strong integrations with a lot of other tools we use. It's great for being able to manage users of our SaaS, and contact them via email or a message within our app.

Intercom is really a state-of-art piece of software. If integrated properly, it can take care of amazing spectre of key activities in any company.

I also like how it gives us statistics on what is my team's response time, etc. I love how easy we can set up a business hour rule, auto-responses, and tours.

I like how this is very universal and easy to communicate with others. It is seamlessly on any website and you can communicate very quickly.

Their customer success team is great, even on the days when I'm not the most gracious customer.

The ability to converse with our customers quickly and seamlessly between email and the messenger app is great.

Intercom is super easy to set up and has the best UI / UX by far.

Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price.

Intercom is great I use it daily as a support agent and get compliments on how nice it looks integrated into our website/app daily.

Overall, this is a great tool. If you do customer support, this is a great way to get started.

It can be confusing to use. The API CAN be confusing at first since there is a lot of terminology they use.

Overall I would thoroughly recommend intercom, it is easy to use and a great product.

I love that in this software you can tag people in conversations if you need their help and get the customer taken care of quicker.

I love going in an building efficiencies. It's saved me a bunch of money.

I liked that it alerted you on replies and new messages almost instantly. This was the first conversational/relationship platform I used for work and it was good enough.

I have had a great experience and I really hope they keep implementing this fantastic solution.

I like that users are able to reach us at Mercurie for our flagship product. I also love that we are able tosend them emails triggered by rules set by us.

Unreponsive and caused a severe service disruption.

The menu layouts can get confusing and I do get lost now and again on the GUI.

Intercom is super easy to use. I love being able to jump on chats and help our users instantly.

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

51-200

201-500

501-1000

1000+

Avaya UCaaS

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up your team to work on higher value customer conversations.

Support Ticket Management

Engagement Tracking

A/B Testing

Customer Surveys

Avaya UCaaS vs Intercom

User Ratings & Reviews

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Product Demo & Screenshots

Advisor Recommendations & User Awards

Additional Info

Support and Training

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