Avaya Enterprise Cloud vs. Engagor (discontinued)

Avaya Enterprise Cloud is very well suited for my customers and remote working. Avaya Enterprise Cloud is less suited where my customers have a strong need for region-based call terminations & security. In this case, we have to go ahead with the on-premises model.

Incentivized

Key questions are about: mention handling capabilities, maximum monthly volume, analytical functions, social platform compatibilities, possible integrations with other services (for example Bitly, Zendesk)

• Seamless WFH connectivity
• New interface and ease of working for agents
• CX improvement

Incentivized

• Pre-filtered inboxes - allows to direct people to view the content they need to quickly and efficiently.
• Quick response to customer service issues
• Easy to use analytics
• Tagging posts
• Performance monitoring
• Custom dashboards for quick and easy report generation

• the Admin Portal needs to be improved to be much more robust
• Support Teams need to understand the difference between on premise and in the cloud applications

Incentivized

• Mobile app isn't complete. Not possible at the moment to easily post pictures to all social media.
• Sentiment analysis does not work well in French or German.

We have renewed with Engagor on a month-to-month basis. In my experience some of the glitches Engagor experiences are too risky for some of the large brands my team handles. We want to use a listening/monitoring tool that we can trust as this service is something the company uses every single day. For our budget, as well, we would like to have more data space for search, as we do new business presentations quite frequently. When auditing new business social platforms, we like to give them a look at the competitive landscape on social, which can take up a lot of space for business that may not even come to fruition. I've updated this review to reflect that I am no longer in a role that regularly collects social media data or compiles reports, so I defer to my colleagues for an official recommendation on listening tools or other channels that might perform the same service as Engagor.

because it met our organizations needs

Incentivized

We evaluated Hootsuite, Coosto and Sparkcentral. Our contract with Engagor will end in 2016 so we’re currently looking at other tools as well. We made a selection between 9 or 10 tools and we are evaluating them to see which one is most valuable.

• when I retire my supervisor will not need to replace me
• no more time spent on certificates and upgrades

Incentivized

• Better customer service.
• Better detection of potential crisis on social media which leads to avoiding the crisis or better managing it.