At first I was a little skeptical as I had not worked with many other hosted companies, however in a very short time my uneasiness went away.

This company is very easy to work with. Response times are almost immediate and they are great at follow up.

While technicians are always pleasant to deal with and willing to help, I find that it usually takes many calls in to get issues or changes or additional lines set up.

It cost us a lot of time to implement this software. There are still things that aren't working well right now.

It's easy to use and very intuitive. The call reception and software is a wonderful tool that helps our team complete daily tasks.

I have heard that the supervisor view uses a lot of RAM, and therefore is prone to freezing up or not working as it should; however, I have not experienced this personally.

We think ultimately the company and product didn't head in the direction we were lead to expect and deadlines were frequently overstated and missed.

I'm sure it would work great for some users and companies, but it didn't entirely meet our needs or expectations. Ultimately, both sides agreed it was best to move on.

There are few to no dropped calls, and when paired with a skilled operator, it provides a great customer service experience.

The design is not very intuitive; it takes a while of using the software to understand how to use it. It also lags sometimes, which *can* cause calls to bump from one agent to the next.

Overall, the experience has been great. The call center functionality is wonderful and there are a slew of features available for most environments.

Easy to use, instant update all features and functionally makes call handling easy. All over Quality of software is awsm.

When I was taught by provider they explained everything almost too thorough and it confused me.

Queue is simple and easy for agents to use, accessing custom reports on demand through Broadworks is very helpful.

We like how much easier it is to do everything on the computer instead of the phone. Thank you for providing a software solution that is easy to use and makes the process simple and trackable.

Everything is spelled out clearly and compared to other software, I am always glad to see something that makes it quick and easy.

The support team at Evolve IP is very good and usually resolves cases within an hour.

The support from Evolve IP is really industry best as every person I have had the pleasure of working with has been competent and extremely helpful.

The website was very bad for most of the time we used it. They did upgrade it toward the end of our time using them, but it still fell short of other platforms we tested or what we now use.

I like the fact that users can easily see their stats for the day. I also like that you have a section where you can store contacts.

One of the best Phone systems you can get for the money.

Overall it was simplified and it is now easy to teach. It's a very up to date and useful.

Overall, we had hoped for a better product. Everything works, but not the way we want it to work.

With in the first few months of going live we experienced 2-3 outages that impacted our customers' ability to reach us. More recently things have stabilized, but we had a rough start.

Very User Friendly,  Amazing Support , Not many distrubtion of services. Guaranteed uptime SLA's as long as you have uptime on Internet.

Unfortunately, the company can't solve all the problems at once. One last thing: the user interface, for call agents and adminstrators aswell, looks outdated.

The tools available help us monitor our call service very efficiently. Creating our top priority an easy task, which is making our customers happy.

The tool set for administering ECS is extremely difficult to navigate. It seems to be built on older technology.

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.

US Dollar

Evolve IP’s omnichannel contact center helps organizations manage voice, telephonic, email and other communications on a centralized portal. The platform allows managers to manage operations in real-time and gain visibility into the performance of the agents via custom reports.

Evolve IP provides an integrated knowledge base and analytics engine that enables organizations to identify and analyze patterns emerging from customer queries. Other features include automatic call distribution, skills-based routing, outbound dialing and more.

Evolve IP supports integration with various third-party applications, which can help organizations automate a variety of tasks. Pricing details are available on request and support is extended via phone, email and other online measures. 

LongDescription

IVR/Voice Recognition

Automatic Call Distribution

Blended Call Center

Call Recording

Call Logging

Progressive Dialer

Outbound Call Center

Inbound Call Center

Call Scripting

Queue Management

Predictive Dialer

Computer Telephony Integration

Real-Time Chat

Manual Dialer

Alerts/Escalation

Reporting/Analytics

Call Monitoring

Campaign Management

Windows 7

Windows Vista

Windows XP

Mac OS

Linux

HP-UX

Solaris

Unix

IBM OS/400

Web browser (OS agnostic)

Windows 2000

Windows 8

Windows 10

Not Applicable

Please contact Evolve IP directly for pricing details.

Email/Help Desk

Phone Support

24/7 (Live Rep)

11-50

51-200

201-500

501-1000

1000+

Contact Center as a Service (CCaaS)

In Person

Live Online

Webinars

Documentation

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.



Contact Center as a Service (CCaaS) vs Avaya UCaaS

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