Overall experience with
How helpful reviews are selected
Favorable Review
Product: Avaya Infinity Platform
Powerful shift from Speech to Conversation Analytics with real time benefits.
Critical Review
Product: Avaya Infinity Platform
Customer service stands out, yet overall usability remains stuck in the past
Likes and dislikes about
likes
Seamless orchestration of the customer journey. Since transitioning from standard speech analytics to Avaya Conversation Analytics. The platform maintains a thread of the conversation across SMS, Chat, and Voice so the context is never lost. Real-time agent assistance is a game changer.
March 30, 2026
dislikes
It is great to attempt to incorporate its AI or Artificial Intelligence into the platform, but that is the issue. It's artificial, and it feels this way to any user on the other side of the screen. Avaya was created by technology-minded individuals, and it shows through and through
July 16, 2026
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