Avaya Contact Center Reviews & Product Details

Avaya Contact Center is delivered through Avaya Infinity, a cloud-native platform designed to orchestrate seamless customer experiences across all channels. Built on a modern microservices architecture with open AI orchestration, Avaya Infinity enables organizations to intelligently manage voice, digital, email, and messaging interactions. It provides dynamic routing, AI-powered automation, and real-time orchestration—with the unique flexibility to deploy fully in the cloud, on-premises, or in a hybrid environment. Core Capabilities: Voice Handling: Intelligent routing, real-time transcription, smart-search call recording, noise cancellation, callback support, and browser-based WebRTC calling via OmniSDK. Digital Channels: Feature-rich web chat (read receipts, typing indicators, interactive buttons), Microsoft 365 email integration, and messaging across key consumer platforms. Workflow Orchestration: Low-code/no-code workflow design, AI-generated workflows, SLA-based dynamic queueing, and secure PCI execution to automate end-to-end customer journeys. Agent Desktop: A unified, browser-based client featuring seamless CRM integration, screenpops, click-to-dial, and customizable UI through Infinity Elements. Outbound Campaigns: Fully automated voice, SMS, and email outreach with Predictive, Progressive, and Preview dialing modes. Analytics & Reporting: Real-time dashboards, historical supervisor tools, and advanced business intelligence powered by a Databricks data lakehouse architecture. AI & Technology Foundation: Tandem Care (Agentic AI): Bespoke AI assistants that seamlessly collaborate with human agents, augmenting their capabilities to make them up to 10x more productive while preserving the human touch. Model Context Protocol (MCP): Enables open AI orchestration, allowing organizations to securely connect any AI model with internal tools and APIs without vendor lock-in. AI Performance Index (APIx): A comprehensive set of value-driven KPIs that measure the real-world impact and effectiveness of AI within your contact center. Flexible Deployment Models: Cloud: A fully managed, cloud-native platform delivering the complete Infinity capability set with zero on-premises infrastructure required. Hybrid: Combines cloud-hosted Infinity with existing on-premises infrastructure, allowing enterprises to protect legacy investments or sensitive data while adding modern digital capabilities. On-Premises: The full Infinity stack re-platformed to run in the customer's data center, designed for regulated industries with strict data sovereignty mandates. Key Benefits: True Omnichannel: Unbroken context and orchestration across voice, email, chat, SMS, and outbound touchpoints. Open Architecture: API-first design seamlessly integrates with any CRM, ERP, HRM, or back-office system. Operational Efficiency: Intelligent routing, automated workflows, and smart self-service dramatically reduce handle times and boost first-contact resolution. Continuous Innovation: A microservices foundation ensures zero-downtime upgrades and seamless scalability. Summary: Avaya Contact Center through Avaya Infinity serves mid-market to large enterprises seeking to modernize customer engagement without compromising on architectural control. It is ideal for organizations—particularly those in highly regulated industries—that require true omnichannel orchestration, advanced AI automation, and the flexibility to choose their exact deployment model.

Seller

Avaya

Discussions

Avaya Contact Center Community

Solution Type

All-in-One

Overview by

James Archer

Used by iQor and 2 others

Beta

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

View More Pricing Information

Avaya Contact Center Integrations

(19)

Verified by Avaya Contact Center

Show More Integrations

Avaya Contact Center Reviews FAQs

Generated using AI

Last updated: Nov 01, 2026

What is Avaya Contact Center, and what problem is it built to solve?

Avaya Contact Center sits within Avaya’s communications strategy, which focuses on unifying fragmented customer experiences, evolving contact centers into enterprise connection centers, and supporting mission-critical voice infrastructure.

What company sizes and industries is Avaya Contact Center the best fit for?

Avaya Contact Center has positive-use reports from small businesses, mid-market organizations, and enterprises, with experience spanning several industries. The most represented segments include:

Company size: Small businesses, mid-market organizations, and enterprises.
Industries: Telecommunications, consumer services, financial services, healthcare, and information technology.

How long does it take to implement Avaya Contact Center across a team?

Implementation timelines range from under a month to more than a year, with under a month and one to three months appearing most often. The reported clusters include:

Time to go live	Relative frequency
Under 1 month	Common
1–3 months	Common
3–6 months	Less common
6–12 months	Less common
More than 12 months	Less common

What customer support options does Avaya Contact Center provide, and how do users find the overall support experience?

Support options aren’t specified here, but the support experience described by users is mixed. Some find the assistance strong and helpful with setup or integration issues, while others describe slow responses, difficult troubleshooting, or support that can be costly.

What is the experience like for teams switching to Avaya Contact Center from another tool?

Switching to Avaya Contact Center has brought teams stronger call routing and reporting, more stable communications, and options such as softphones and remote work. Previous systems mentioned include Cisco and Aspect platforms, as well as older phone and contact-center setups; transitions can involve configuration and integration work, so having technical support for implementation can matter.

What features or capabilities could make Avaya Contact Center even more useful?

The most useful improvements would make the system easier to navigate and manage, improve visibility into performance, and make everyday operation more dependable.

Simpler interface and administration: Make settings easier to find and reduce the learning curve for agents and administrators.
More flexible reporting: Add clearer, more customizable dashboards and real-time views of queues and agent performance.
Greater reliability: Reduce freezes, dropped calls, restarts, and connection or device issues that interrupt work.

G2 reviews are authentic and verified.

Here's how.

Roman M.

Asesor comercial

Small-Business (50 or fewer emp.)

10/5/2026

"Avaya Contact Center: Easy, User-Friendly, and Reliable"

5/5

What do you like best about Avaya Contact Center?

It is easy to use, very user-friendly, and works perfectly for any type of work. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I have not experienced any significant problems with Avaya Contact Center. It has worked reliably for my needs, so I do not have a major criticism to report at this time. Review collected by and hosted on G2.com.

Radip M.

MEAL Coordinator

Small-Business (50 or fewer emp.)

10/7/2026

"Effortless Smart Routing That Boosts First-Call Resolution"

4.5/5

What do you like best about Avaya Contact Center?

Effortlessly directs customers to the exact agent best equipped to handle their specific issue based on language, expertise, or customer history, drastically improving first-call resolution. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

Well, sometimes customer support gets laggy, that's very understandable Review collected by and hosted on G2.com.

What problems is Avaya Contact Center solving and how is that benefiting you?

It has solved the risk of communication drops during high-volume spikes, with value-for-money, user-friendly services. The benefit to businesses is uninterrupted revenue and trust, ensuring that critical operations (like banking or healthcare hotlines) remain continuously accessible. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Enterprise (> 1000 emp.)

10/15/2026

"Simple, Error-Free Application Process"

5/5

What do you like best about Avaya Contact Center?

The application process was simple and easy to complete, and I didn’t run into any trouble. The questions were clear and straightforward. I was able to apply using my resume, and everything populated correctly without any errors. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I have no complaints so far and look forward to the opportunity to move forward in the application 42. I do also recommend some of the boxes be made more mobile friendly for typing. Review collected by and hosted on G2.com.

Shemara S.

Brand Ambassador

Mid-Market (51-1000 emp.)

10/25/2026

"Automated Call Routing and Verification with Helpful Alerts"

4/5

What do you like best about Avaya Contact Center?

I like that Avaya Contact Center completes the user verification process for me, so I don’t have to do it manually. I also like that it notifies me with a sound when calls are automatically answered. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

N/a Review collected by and hosted on G2.com.

ryan j.

Scheduling Coordinator

Mid-Market (51-1000 emp.)

10/7/2026

"Rock-Solid Reliability, but a Clunky, Outdated UI"

3.5/5

What do you like best about Avaya Contact Center?

When I worked at AAA, we used two forms for our phones and Avaya was more consistent and never really went down. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I disliked the UI it was very clunky and looked outdated. Review collected by and hosted on G2.com.

Verified User in Human Resources

Small-Business (50 or fewer emp.)

10/7/2026

"Easy Setup and User-Friendly Interface"

5/5

What do you like best about Avaya Contact Center?

I like Avaya Contact Center because it's easy to use. The initial setup was straightforward, and this simplicity matters a lot to me. Also, I think it might be more cost-effective than other options, which is a bonus. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I think Avaya Contact Center could improve by adding the ability to text. Right now, it's missing that feature, which would be nice to have. Review collected by and hosted on G2.com.

Verified User

Mid-Market (51-1000 emp.)

10/22/2026

"Smooth, Complete Contact Center with Room to Improve Call Queuing"

4.5/5

What do you like best about Avaya Contact Center?

I like how smooth Avaya Contact Center is to use. It feels complete, and I value the ACD feature. I also saw better potential in Avaya Contact Center when switching from Salesforce. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I think call queuing could be improved, but I don’t have any additional details. Review collected by and hosted on G2.com.

Verified User in Retail

Mid-Market (51-1000 emp.)

10/7/2026

"Powerful OpenAI Ecosystem and MCP Tools That Deliver"

4.5/5

What do you like best about Avaya Contact Center?

open ai ecosystem and MCP tools provided Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

over complexity of the setup and difficult adaptation Review collected by and hosted on G2.com.

Athena M.

Team Leader

Small-Business (50 or fewer emp.)

10/16/2025

"User-Friendly Platform, But Outdated Appearance"

4/5

What do you like best about Avaya Contact Center?

It is an easy to use platform. No complicated features. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

The color and appearance looks obsolete. Review collected by and hosted on G2.com.

What problems is Avaya Contact Center solving and how is that benefiting you?

My team takes inbound and outbound calls through Avaya. We are able to resolve our client's customer complaints and feedback. Avaya is integrated with our other platform such as capturing the aux or current state of work of my agents and imports it to our payroll system. This streamlines the process of logging in the team's work hours. Review collected by and hosted on G2.com.