Aspect Via vs Avaya IX Contact Center comparison

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Executive Summary

We performed a comparison between Aspect Via and Avaya IX Contact Center based on real PeerSpot user reviews.

Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS).
To learn more, read our detailed Contact Center as a Service (CCaaS) Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
Information Not Available
  • "Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."
  • More Avaya IX Contact Center Pricing and Cost Advice →

    Ranking
    Views
    77
    Comparisons
    61
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    5th
    Views
    552
    Comparisons
    488
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Buyer's Guide
    Contact Center as a Service (CCaaS)
    March 2024
    Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS). Updated: March 2024.
    765,386 professionals have used our research since 2012.
    Comparisons
    Also Known As
    Call Center ACD, Aspect Call Center ACD
    Avaya Call Center, Avaya Intelligent Xperiences Contact Center
    Learn More
    Overview
    Aspect Call Center Automatic Call Distribution (Inbound ACD Systems) automates the entire inbound customer interaction - from self-service, to contact routing, to agent skill selection, to contact recording and post-inquiry surveys. Automatic call distribution (ACD) is used to direct incoming calls (or other channels) to the appropriate service agent. This particular system is designed to help make contact centers more efficient by using a set of automated rules to determine the appropriate representative for each caller. Some of the rules that help ensure quality include geographic matching, customer self- selection by IVR or by routing a customer based on account ID or ANI. An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.

    Intelligent Contact Routing Makes the Perfect Match Between Agents and Customers

    • Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura Call Center Elite helps to ensure the right resources are readily available to your customers.
    • Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs.
    • Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.
    • Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.
    Sample Customers
    CVS Caremark Corporation, Telexpress Corporation, Ping An Insurance, HomeShop18, Asian Paints Ltd., Greater Cincinnati Water Works, Cellular One, CCS Companies, Northshore University HealthSystem
    RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos
    Top Industries
    No Data Available
    VISITORS READING REVIEWS
    Computer Software Company14%
    Financial Services Firm13%
    Wholesaler/Distributor9%
    Government7%
    Company Size
    No Data Available
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise10%
    Large Enterprise73%
    Buyer's Guide
    Contact Center as a Service (CCaaS)
    March 2024
    Find out what your peers are saying about Genesys, Five9, Cisco and others in Contact Center as a Service (CCaaS). Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Aspect Via is ranked 11th in Contact Center as a Service (CCaaS) while Avaya IX Contact Center is ranked 5th in Contact Center Platforms. Aspect Via is rated 0.0, while Avaya IX Contact Center is rated 10.0. On the other hand, the top reviewer of Avaya IX Contact Center writes "Offers scalability that will grow with the needs of our business". Aspect Via is most compared with Genesys Cloud CX, whereas Avaya IX Contact Center is most compared with Amazon Connect, Genesys Cloud CX and Cisco Finesse.

    We monitor all Contact Center as a Service (CCaaS) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.