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

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Avaya Contact Center Integrations

(19)

Verified by Avaya Contact Center

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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.

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Verified User in Telecommunications

Mid-Market (51-1000 emp.)

10/16/2025

"Great Enterprise Voice and Reporting, but Deployment Is Complex"

1.5/5

What do you like best about Avaya Contact Center?

Strong in enterprise voice and reporting. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

Complexity in deployment, configurations and integrations Review collected by and hosted on G2.com.

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Abigail D.

email support

Enterprise (> 1000 emp.)

5/19/2025

"Avaya Reviews"

3/5

What do you like best about Avaya Contact Center?

We do inbound and outbound calls in any locations Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

Always lagged error in authentication and static line Review collected by and hosted on G2.com.

Verified User in Telecommunications

Enterprise (> 1000 emp.)

3/5/2024

"Avaya AEP"

4/5

What do you like best about Avaya Contact Center?

Although, Avaya is the late entrant in CCAAS Platform. With AXP, They have competent solution and Feature sets in place which is at par with Nice CX-One and Genesys. Avaya AXP is flexible and with Verint WEM , It has solid feature set offerings in place for Speech analytics, WFM, Knowledge base, Feedback Management and many others. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

They should host AXP and Verint WEM modules in the same cloud. Hybrid approach is little tricky. Review collected by and hosted on G2.com.

Naveen G.

Lead Recruiter

Small-Business (50 or fewer emp.)

6/16/2023

"Key tool for customer service & Deeper Relationship"

4.5/5

What do you like best about Avaya Contact Center?

AVAYA Experience platform is a competitive tool that connects customers, clients and employees for better experience and reach. Its multiple attributes provide an excellent experience for a business to grow in the right direction. Here we can deal with customers and employees with one solution. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

Nothing much to dislike, but one thing that stood out is that the UX could be much better. The use of this overall is excellent, but I feel it could be much more user-friendly and interactive. Review collected by and hosted on G2.com.

Sarah Jane C.

Supervisor

Small-Business (50 or fewer emp.)

6/27/2023

"Avaya"

5/5

What do you like best about Avaya Contact Center?

It quickly adapts to the changes made or setting made on the tool so it will be integrated accordingly to our Ipscape tool. Very convenient for us and the agents as well. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I think it occasionally loads in reading the device such as headsets or earphones that are being connected to the PC. Sometimes I would need to reconnect it again to make sure that the headset will have a proper sound. Review collected by and hosted on G2.com.

Johanna Sugar S.

Customer service representative

Small-Business (50 or fewer emp.)

6/27/2023

"Beyond excellence"

5/5

What do you like best about Avaya Contact Center?

I have been in my company for almost four years, and since then, we have been using Avaya, which helps us all reach out to our customers and is very easy to navigate. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

Avaya is good, but sometimes we experience latency, which is considerably normal as we also experience with other tools Review collected by and hosted on G2.com.

Princess R.

Mid-Market (51-1000 emp.)

6/27/2023

"this is a very transparent and easy access tool"

5/5

What do you like best about Avaya Contact Center?

I like that it is very easy to utilize. You can easily log in to it. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I just noticed that sometimes, it has problem when connecting the device (headset). It doesn't connected sometimes. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Mid-Market (51-1000 emp.)

6/1/2023

"Great Software"

3.5/5

What do you like best about Avaya Contact Center?

Change status, call history and easy to configure. Beneficial tool and you can change your preference, Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

Using the Keyboard shortcuts, you can easily hang up a call or place it on hold; deleting call history, you avoid this can be tracked. Has a Supervisor? I saw this many times and did it myself; please fix it. Review collected by and hosted on G2.com.

Evan C.

Design Technician

Mid-Market (51-1000 emp.)

12/29/2022

"Pick Up Your Phone on Your Computer"

4.5/5

What do you like best about Avaya Contact Center?

I work at a computer all day and almost never get calls from an external source. However, when I do, Avaya is integrated directly into my computer, so I can pick up an external directly on my computer rather than needing to pick up an office phone. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

It took a little time to integrate into our systems. There were also some bugs causing Avaya to interrupt Microsoft Teams calls, but we have since figured out how to work around that issue. Review collected by and hosted on G2.com.

Kashif A.

Sales Manager - Networking

Mid-Market (51-1000 emp.)

Originally submitted 4/6/2020

"Stable, Robust and Unified Experience"

3.5/5

What do you like best about Avaya Contact Center?

Unified experience across different endpoints provides ease. The phones offer the best experience, especially with their K175 IP Phone, allowing you to download applications from the Google Play Store. You can also develop and install your own applications on the phone. This phone is excellent for hospitality and healthcare customers. For hotels, they can install guest applications, enabling guests to access the minibar and other services with a single click on the phone.

For hospitals, they can integrate their healthcare applications on the phone, giving patients access to their health reports on the IP Phone. Additionally, you can have the nurse call system on the phone.

We have a customer in Saudi Arabia where the hospital has integrated Aura with the AVAYA SCOPIA system. When a patient arrives in an ambulance, the doctor or nurse in the ambulance can start interacting with the doctor using Google Glass, ensuring the patient receives the right attention during transit. This allows the hospital to prepare with the necessary resources, ensuring they are ready to handle the patient and potentially save a life.

This overall integration of AVAYA across its Aura, Video (SCOPIA), and Contact Center makes them the best available in this space. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

The pricing is expensive; it requires multiple server farms for different applications. For SIP, you need to get SM and SMgr, etc. Review collected by and hosted on G2.com.