The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a contact center needs.
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The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a contact center needs.
we are about to implement now
The most useful features are the omnichannel experience and the customer journey on the self-service widget.
If a customer contacts the call center today by calling and tomorrow by emailing, the staff handling the email will be able to see that the customer called yesterday. All interactions are linked. It allows the staff to understand the customer's experience, enabling them to serve the customer proactively.
The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud.
I have been working with Avaya for four years.
It is a stable product. We had a heavy rainy season, and all the systems remained stable and did not disconnect.
I rate the stability a ten.
We have around 150 Avaya IX Contact Center users in our organization. I rate the scalability as an eight.
The technical support services are good.
Positive
We were using Cisco before. Avaya offers many features that Cisco does not have.
The initial setup was easy. I rate the process an eight.
It took one to one and a half years to complete. It was a huge transformation project, integrating all systems with our CRM system, website, mobile app, and chatbot.
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service.
We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification.
I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features.
I rate it a nine.
My main use case for Twilio is sending SMS messages from our application.
The specific example of how I send SMS messages from our application is for customer notifications. When customers enroll in the service, they are sent an SMS message with details of the code they need for enrollment and a link to the App Store to download the application.
That's the main way we use Twilio for customer notifications.
The best features Twilio offers, in my experience, are the simplicity of the integration and the reliability of delivery of messages globally.
Regarding reliability, we have had no specific feedback; however, we have not encountered an occasion when our messages have not been delivered, and importantly, Twilio has all of the relevant regulatory approvals for sending messages to different jurisdictions.
The other feature I would highlight is that as SMS sending has become more regulated across the globe, Twilio has ensured that there have never been any issues as a result of new regulations, and we have always been informed about what's required for those regulations in a timely fashion.
Twilio has positively impacted our organization by giving us a channel to enroll in the Karada service outside of email, as sometimes our customers struggle to identify the email addresses of all staff who have mobile phones, while they actually have lists of their phone numbers, making it really easy to enroll.
I think Twilio is a very mature product that meets our needs and does that very well, and their interaction with us on the regulatory side has been very positive.
I don't have any specific numbers or estimates on how much easier or faster the enrollment process has become since using Twilio for SMS notifications.
I haven't seen a return on investment nor can I share any relevant metrics such as time saved, money saved, or fewer employees needed.
I have been using Twilio for two years.
To us, deploying Twilio in our environment was very straightforward, as it's just a set of APIs that we call that Twilio maintains.
Twilio is very stable.
Twilio has very good scalability.
The customer support is good.
I would rate the customer support an eight on a scale of one to 10.
Positive
We didn't use a previous solution.
The integration process required less than a day's work by our development team.
The procurement process was very straightforward; it was just a matter of going on to the website and signing up.
The experience with the configuration process had the most challenging part being the verification of the company for regulatory purposes.
My thoughts about the metering and billing experience with Twilio are that it has been clear and easy to manage.
My experience with pricing, setup cost, and licensing was all fine, and we found their pricing competitive.
Before choosing Twilio, I don't recall looking at other options two years ago.
My advice to others looking into using Twilio is to consider it a very good choice; our volumes are relatively small, so we aren't driven by price as much as convenience and the reliability and compliance with regulatory requirements.
On a scale of one to 10, I would rate Twilio an eight.
I rate Twilio an eight because it does exactly what we need it to do, and it does that in a very reliable way while handling all the regulatory side of things pretty effectively.
