--- title: Avaya Contact Center Reviews meta_title: 'Avaya Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 181 reviews by the users' company size, role or industry to find out how Avaya Contact Center works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 181 scale: '5' date_modified: '2026-06-24' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Avaya Contact Center Reviews **Vendor:** Avaya **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.1/5.0 **Total Reviews:** 181 ## About Avaya Contact Center 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. ## Avaya Contact Center Pros & Cons **What users like:** - Users value the **strength in enterprise voice and reporting** , facilitating seamless inbound and outbound calls anywhere. (2 reviews) - Users commend Avaya Contact Center for its **robust analytics and reporting capabilities** , enhancing enterprise voice management. (1 reviews) - Users commend the **excellent call quality** of Avaya Contact Center, enhancing communication and reporting capabilities. (1 reviews) - Users value the **connectivity** of Avaya Contact Center, enabling seamless inbound and outbound calls from any location. (1 reviews) - Users find Avaya Contact Center **easy to use** , appreciating the lack of complicated features for a smoother experience. (1 reviews) - Features (1 reviews) - Reporting (1 reviews) - Simple (1 reviews) **What users dislike:** - Users find the **complexity in deployment and configurations** of Avaya Contact Center challenging, affecting overall usability. (1 reviews) - Users face **customization difficulty** with Avaya Contact Center, finding deployment and configuration processes overly complex. (1 reviews) - Users face **difficult implementation** challenges with Avaya Contact Center, citing complexity in deployment and configurations. (1 reviews) - Users find the **difficult setup** of Avaya Contact Center challenging due to complex deployment and configurations. (1 reviews) - Users often face **lagged errors in authentication** and static line issues, impacting their overall experience with Avaya Contact Center. (1 reviews) - Users often experience **frequent authentication errors** that hinder seamless use of the Avaya Experience Platform. (1 reviews) - Integration Issues (1 reviews) - Users often face **login issues** due to persistent authentication errors and lagging connectivity on Avaya Experience Platform. (1 reviews) - Process Complexity (1 reviews) - Users often face **errors in authentication and static line issues** that hinder the overall performance of Avaya Experience Platform. (1 reviews) ## Avaya Contact Center Reviews ### 1. User-Friendly Platform, But Outdated Appearance **Rating:** 4.0/5.0 stars **Reviewed by:** Athena M. | Team Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Avaya Contact Center?** It is an easy to use platform. No complicated features. **What do you dislike about Avaya Contact Center?** The color and appearance looks obsolete. **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. ### 2. Value for money **Rating:** 5.0/5.0 stars **Reviewed by:** Gandhi S. | Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2025 **What do you like best about Avaya Contact Center?** Flexibility and mobility, Robust Features **What do you dislike about Avaya Contact Center?** experiencing the authentication erros frequently **What problems is Avaya Contact Center solving and how is that benefiting you?** it helped to resolve the issues related to poor call quality and authentication errors. ### 3. Great Enterprise Voice and Reporting, but Deployment Is Complex **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Avaya Contact Center?** Strong in enterprise voice and reporting. **What do you dislike about Avaya Contact Center?** Complexity in deployment, configurations and integrations **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya Experience Platform is an all in one customer experience platform connecting multichannel touch points with strongest being voice connections ### 4. Avaya Reviews **Rating:** 3.0/5.0 stars **Reviewed by:** Abigail D. | email support, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2025 **What do you like best about Avaya Contact Center?** We do inbound and outbound calls in any locations **What do you dislike about Avaya Contact Center?** Always lagged error in authentication and static line **What problems is Avaya Contact Center solving and how is that benefiting you?** We do inbound ang outbound calls ### 5. Avaya AEP **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** March 05, 2024 **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. **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. **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya AXP has good feature sets at a very competitive price. The support is amazing as always. Easy to integrate and manage.We can easily scale up and scale down as per business requirements. ### 6. Key tool for customer service & Deeper Relationship **Rating:** 4.5/5.0 stars **Reviewed by:** Naveen G. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2023 **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. **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. **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya Experience platform has become a comprehensive solution for customer interaction in a better and more advanced way. Alongside employee interaction as it becomes a back office and public face as well. It has a very manageable cloud service as it is based on CaaS. ### 7. Avaya **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah Jane C. | Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2023 **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. **What do you dislike about Avaya Contact Center?** I think it occassionally loads in reading the device such as headsets or earphones taht 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 **What problems is Avaya Contact Center solving and how is that benefiting you?** It solves to be connected to Ipscape for the agents to receive the calls properly ### 8. Beyond excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Johanna Sugar S. | Customer service representative, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2023 **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. **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 **What problems is Avaya Contact Center solving and how is that benefiting you?** Whenever we have customers asking for assistance towards their credit information, by using Avaya we can help them with their concerns and it helps me in away that its giving me a job. ### 9. this is a very transparent and easy access tool **Rating:** 5.0/5.0 stars **Reviewed by:** Princess R. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2023 **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. **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. **What problems is Avaya Contact Center solving and how is that benefiting you?** It solved the problem about trouble connecting our devices easily to us. we can also move to other stations easily or without have tools password/ log in reset ### 10. Great Software **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **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, **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. **What problems is Avaya Contact Center solving and how is that benefiting you?** Call volumes. Monitor agent's calls, status, transfer rate and AHT. A beneficial tool for our staffing. ### 11. Pick Up Your Phone on Your Computer **Rating:** 4.5/5.0 stars **Reviewed by:** Evan C. | Design Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2022 **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. **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. **What problems is Avaya Contact Center solving and how is that benefiting you?** Everyone in our company works almost entirely on the computer. We don't need to have physical phones at our desks anymore, but we got to keep all the same phone numbers our company has had for years. Very clean solution that makes a lot of sense for our kind of work. ### 12. Stable, Robuts and unified experience **Rating:** 3.5/5.0 stars **Reviewed by:** Kashif A. | Sales Manager - Networking , Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2020 **What do you like best about Avaya Contact Center?** Unified experience over the different End points, gives you ease The phones gives you best experience, where with their K175 IP Phone, you have have applications from Google Play store to download, also you can have your own applications to develop and install on the phone as application. This phone is very good for the hospitality and healthcare customers, where for the hotel they can have the guest application install and guest can have mini-bar, and others on a single click on phone. For the Hospitals, they can integrate their health care application on the phone, giving patient access to his health reports on the IP Phone, also you can have the nurse call system on the Phone We have a customer in Saudi, where the hospital have integrated Aura with AVAYA SCOPIA system, that when the patient comes in ambulance, the doctor / nurse in the ambulance can start interacting with doctor, using google glass, so that patient can give right attention during his travel to hospital and also in this time, doctor can get the hospital equipped with the right resources, so that hospital will be ready to handle patient, and can safe life. This overall integration of AVAYA across its Aura, Video (SCOPIA) and Contact Center makes them the best available in this space **What do you dislike about Avaya Contact Center?** The pricing is expensive, it have multiple servers farm for different application like for SIP you have to get SM and SMgr and etc **Recommendations to others considering Avaya Contact Center:** Good Product with a clear roadmap and vision, seamless integration within the products **What problems is Avaya Contact Center solving and how is that benefiting you?** Unified experience over the different End points ### 13. Awesome! **Rating:** 5.0/5.0 stars **Reviewed by:** Paul Angelo B. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Avaya Contact Center?** This is our #1 tool for receiving calls for our customers. It's good and easy to use! 10/10 **What do you dislike about Avaya Contact Center?** I dislike for avaya there is no video conference on it. **What problems is Avaya Contact Center solving and how is that benefiting you?** There is no problem using this tool, it's beneficial to us for using this tool. ### 14. Good business communication software **Rating:** 4.5/5.0 stars **Reviewed by:** Vivek D. | Workforce Data Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Avaya Contact Center?** Easy to use and very decent business communication software with a lot of good features like adherence monitoring and message recording etc., **What do you dislike about Avaya Contact Center?** Auto logout of user and server issues impacts user adherence **What problems is Avaya Contact Center solving and how is that benefiting you?** Its acts as an intermediary between business and customer. Avaya is user friendly software which helps in Service level target and this improves customer experience ### 15. Awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Mary Nory E. | CSR, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Avaya Contact Center?** It makes it easy to receive calls and provides clarity in communication **What do you dislike about Avaya Contact Center?** Every time we encountered an error, like disconnected calls. **What problems is Avaya Contact Center solving and how is that benefiting you?** We can rely on Avaya at the times we encounter errors in ipscape. ### 16. Avaya Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Charmaine A. | CSR, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Avaya Contact Center?** It could help receive calls accurately and contact details. **What do you dislike about Avaya Contact Center?** Comes up with error sometimes and got disconnected on the line unexpectedly **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya platform is about interaction for different calls received. ### 17. Switch from Avaya Experience to Genesys Cloud CX in a glance **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Avaya Contact Center?** There are several helpful features of the Avaya Experience Platform. The platform allows businesses to engage with customers across multiple channels, including voice, chat, email, and social media. This provides customers with a seamless and consistent experience, regardless of the channel they use to interact with the business. **What do you dislike about Avaya Contact Center?** While the Avaya Experience Platform has several helpful features, there are also some potential limitations or drawbacks to consider. The Cost, complexity, dependency, integration and scalability to consider. **What problems is Avaya Contact Center solving and how is that benefiting you?** The Avaya Experience Platform can help businesses improve customer satisfaction, reduce costs, and increase efficiency by providing a unified and personalized customer experience across multiple channels and touchpoints. ### 18. Good **Rating:** 4.0/5.0 stars **Reviewed by:** Czarina Mae B. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 15, 2023 **What do you like best about Avaya Contact Center?** For me, Avaya is a good communication platform tool as it doesn't take many screens on my computer. Avaya is small, but you can easily see it. **What do you dislike about Avaya Contact Center?** It's too complicated to set up, especially if you are a new user; you will not know how to change the toggle from LUNCH to BREAK and AUTO in. **What problems is Avaya Contact Center solving and how is that benefiting you?** Communication tools and clear voice when talking to a client ### 19. Avaya Onecloud review **Rating:** 4.5/5.0 stars **Reviewed by:** Jasjit Singh V. | SME (Subject Matter Expert), Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2022 **What do you like best about Avaya Contact Center?** Avaya Onecloud makes contact centre business easy to manage. The remote management is best thing about this. **What do you dislike about Avaya Contact Center?** The features like call manager do not track the calls made on Avaya. **What problems is Avaya Contact Center solving and how is that benefiting you?** Day to day customer contacts are made easy using this. ### 20. Avaya phone **Rating:** 5.0/5.0 stars **Reviewed by:** Lisa D. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** March 17, 2022 **What do you like best about Avaya Contact Center?** I love the fact that Avaya is easy to use and is open to everyone. **What do you dislike about Avaya Contact Center?** You cannot make a conference call. Instead, you have to place the customer on hold and just transfer. **What problems is Avaya Contact Center solving and how is that benefiting you?** To make a conference call, follow these steps: First, dial the first participant and wait for them to answer. Then, put them on hold. Next, dial the second participant. Once they answer, merge the calls to create a conference call. You can put people on hold and switch back and forth as needed to manage the conversation effectively. ### 21. This tool has been improved a lot that we cannot stopped using it since it's very helpful. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about Avaya Contact Center?** I like the way you can interact with it and how it understands what you really need at the moment you're using it and how to go through the alternatives you generally look for. **What do you dislike about Avaya Contact Center?** Sometimes what I don't really like that much is the graphic motor because on some occasions the screen might get stuck and is not due to the connection, however is not very common and works perfectly fine the rest of the time. **What problems is Avaya Contact Center solving and how is that benefiting you?** Communication is essential in our business and having the option to communicate with clients and have the confidence that the information will be well protected is very important not only for us but for our clients. ### 22. Complete conference system and perfect for events !! **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel O. | Finance Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 18, 2021 **What do you like best about Avaya Contact Center?** For us as a company, customers are always the most important thing, which is why we always hope our communication with them will be the most profitable, which is why we use Avaya Aura as telecommunications software that guarantees communication without interruptions. The tools that this system offers us are detailed allowing us to achieve complete events and without audio or video problems, for us it has been a great system, I am happy with the service it provides. **What do you dislike about Avaya Contact Center?** So far our business team has not had or presented problems or difficulties during their employment in our day to day thanks to the fact that their attributions in calls, internet, fax and email have met our expectations. **Recommendations to others considering Avaya Contact Center:** If what you are looking for is quality and an accessible price, the best option is Avaya Aura, with the power to promote the connectivity of remote workers instantly with contractors and potential clients, it has made us grow as a company exponentially, because a characteristic of a company is to have the best communication with each of its employees through numerous tools and a totally excellent interface that this software has. **What problems is Avaya Contact Center solving and how is that benefiting you?** A well-known problem that we have as a company as well as call centers is providing data in real time, making the customer experience unique and unmatched since it is a simple but attractive design with integration of databases. Data or web services create broader possibilities such as collaboration between digital devices. ### 23. comprehensive coverage for business office **Rating:** 4.5/5.0 stars **Reviewed by:** brian w. | quality Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2019 **What do you like best about Avaya Contact Center?** the ability to personalize and fine tune for users or groups **What do you dislike about Avaya Contact Center?** can be cumbersome and confusing to program without extensive training **What problems is Avaya Contact Center solving and how is that benefiting you?** streamlined our calls to the correct people ### 24. Avaya One-X agent, the best software solution telephony. **Rating:** 5.0/5.0 stars **Reviewed by:** Mhatet R. | Product Support Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2020 **What do you like best about Avaya Contact Center?** What I Like best about Avaya One X is that it is very easy to use. I can answer calls with just once click. I can also customized it by means of adding buttons or numbers for auxiliary mode. I really like the fact that the audio is clear. You can use any kind of headset since it is compatible to any types. This communication tools allows us to contact our clients all over the world. **What do you dislike about Avaya Contact Center?** Maybe sometimes I got disconnected whenever I tried to make a conference call or transfer a call. I am not really sure as well if it is just my connection or sometimes the app is a bit slow. **Recommendations to others considering Avaya Contact Center:** I highly recommend AVAYA One X as a telephony tools for companies. It is easy to navigate. Easy to make calls. It also has history of calls. It is easy to set-up and installed in your PC. The audio quality is very good. You can hear the caller clearly and no delays. Avaya One X also use by our Quality Analyst to monitor calls. Now that we are facing pandemic and we are working from home, I suggest to use this product to reach out to your customers or clients all over the world. It is cheap, it is easier to use and easy to navigate. **What problems is Avaya Contact Center solving and how is that benefiting you?** Being a IT Support, we use the AVAYA one X s our telephony tools to receive calls from our clients and also doing outbound calls. And I think the mobile App can be improved as well because we sometimes experience the lags. ### 25. A signifiacnt improvement for Avaya with OneCloud CCaaS **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2021 **What do you like best about Avaya Contact Center?** Browser based console and hence no app is needed to manage the application. The solution provides web plugin based audio calls. The solution includes voice to text transcriptions, a real bonus and saves on third party solutions. You have access to screen recording. It's a fully scalable cloud solution. **What do you dislike about Avaya Contact Center?** More work is still required on the look and feel Embedding or connecting to other tools is still not easy Additional social media integration could be added **Recommendations to others considering Avaya Contact Center:** The OneCloud CCaaS has been a real step forward in service from Avaya, and is a major enhancement in operation and service for us. **What problems is Avaya Contact Center solving and how is that benefiting you?** We are improving the quality of our call centre through intelligent use of transcription, allowing operator training to be improved and customer satisfaction to be improved ### 26. Avaya is good at what it does **Rating:** 4.0/5.0 stars **Reviewed by:** Garry R. | Technical Product Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2021 **What do you like best about Avaya Contact Center?** I like the simplicity of Avaya One X. It was so simple to use and I was able to learn in under an hour. I never had a single issue when using this program. This came in very handy when my company shut down in office work and we had to move to remote working. My team was able to install it within a day's notice and we did not miss a beat. **What do you dislike about Avaya Contact Center?** Nothing I dislike about this software. I think it is wonderful. It is easy to use and works as it should. **Recommendations to others considering Avaya Contact Center:** I highly recommend One X to anyone who is in the market for a software phone system. **What problems is Avaya Contact Center solving and how is that benefiting you?** When my company moved me remote I was able to still take incoming calls to our 800 line while home. ### 27. Avaya one-X is unstoppable even during this Pandemic. **Rating:** 5.0/5.0 stars **Reviewed by:** Michael John B. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 23, 2020 **What do you like best about Avaya Contact Center?** What I like best to this software is the versatility of it. When the pandemic hit this early 2020 we are afraid that we will lost our job due to the implementation of the quarantine and the stop of transportations sector. Managements decided that they need to take action of it, they started to send out PC and laptop to those affected of the Pandemic. Avaya one-X is one of the best application installed in to those computer and let me tell you this Avaya one-X save our Job. We use this software as a primary communications form our head quarter to our business establishments and even to the comfort of our home. There are many tasks we resolve and accomplish using this application, we use this coaching purposes. We listen to the calls of our agents to know their behaviors when taking calls. This application also allow us to communicate with our client all over the word, we conferences call as many as we can to have a comfortable meeting. **What do you dislike about Avaya Contact Center?** Nothing in this software I don't like. Avaya one-X save my work, allowing us to do our work and task in the comfort of our home. **Recommendations to others considering Avaya Contact Center:** I recommend this software to all Telecommunications companies out there. This is a very reliable application that will help you communicate with you client and employee, gives you a real time reports and also will track the growth of your agent. **What problems is Avaya Contact Center solving and how is that benefiting you?** The most important problem that Avaya one-X resolve are allowing us to work anywhere, giving us data and report real time and we can communicate with out clients, supervisors and agents. ### 28. This platform allows you to have a more effective interaction with users. **Rating:** 4.0/5.0 stars **Reviewed by:** Jimmy S. | Enterprise (> 1000 emp.) **Reviewed Date:** September 30, 2020 **What do you like best about Avaya Contact Center?** This platform allows you to have a more effective interaction with users, providing a wide range of very comprehensive functions. It is a very good option for companies of all types, an excellent tracking method to visualize your employees' time. In case a call gets disconnected, this platform contains a call history. In general, you will have a very solid tool to improve communication with your clients. **What do you dislike about Avaya Contact Center?** sometimes making calls can be slow, they should improve and optimize the functions since there are many and it can be a bit confusing at first. I still haven't had negative experiences. **Recommendations to others considering Avaya Contact Center:** If your work is based on attending to users through calls or you simply wish to maintain stable communication with your clients, this platform is ideal for you. It is very easy to use and adapt to, an excellent option for daily tasks. When a client calls, this platform allows you to see the number that called and also has a call history, highly recommended. **What problems is Avaya Contact Center solving and how is that benefiting you?** Our experience with AVAYA has been very good, it provides us with functions that allow us to maintain a smooth and continuous workflow, our communication and interaction system with clients has improved, our old system was archaic and very monotonous, which made us waste a lot of time in conversations. We maintain stable and secure calls. It is easy to adapt to and really worth it. ### 29. Making phone calls from your desktop **Rating:** 5.0/5.0 stars **Reviewed by:** Mohammed F. | Inside Sales Executive, Enterprise (> 1000 emp.) **Reviewed Date:** September 24, 2020 **What do you like best about Avaya Contact Center?** Good experience of making phone calls through laptop / computer in the office, while travelling or working from home. It serves one of the key requirements of virtual office or working from home. **What do you dislike about Avaya Contact Center?** Mobile app is a bit laggy sometimes. User interface could have been better. **Recommendations to others considering Avaya Contact Center:** You can use your official office telephone number linked to Avaya communicator when working remotely and make and receive calls through an app **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya seems to me a robust and complete system, which provides correct attention to all calls. I am able connect with my clients over voice with my office telephone number through a desktop application. ### 30. It allows me to carry several lines and phone calls simultaneously **Rating:** 4.0/5.0 stars **Reviewed by:** Marco A. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2020 **What do you like best about Avaya Contact Center?** It has allowed me to administer in a much faster and more efficient way the attention to my clients, more than anything it has allowed me to monitor the calls that I receive in a much more practical and immediate way, since it allows me to carry several lines simultaneously and phone calls, so that I can improve the efficiency of all my sales and customer service processes, its interface has a fairly simple design that allows me to easily navigate throughout the entire system **What do you dislike about Avaya Contact Center?** None actually, everything related to this system has seemed very useful **What problems is Avaya Contact Center solving and how is that benefiting you?** It has allowed me to improve the sales and customer service processes, thanks to its call monitoring, which is very useful for this, since I can track and monitor calls in a much more practical way . ### 31. All in one communication solution for your business needs **Rating:** 4.5/5.0 stars **Reviewed by:** Payal N. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2020 **What do you like best about Avaya Contact Center?** The best thing about IP office is it comes as Hybrid system which includes Analog,digital and IP phones.IT has all the features like TDM,IP,SIP,VOIP,call centre up to 25 agents,video,wireless wifi support,recording,conferencing,etc. **What do you dislike about Avaya Contact Center?** Avaya IP office comes at a quite high cost,as it includes call centre up to 25 agents also which makes it a bit costly than other Systems. **Recommendations to others considering Avaya Contact Center:** It is quite an impressive product but comes with a high cost, so if you are looking for something to improve efficiency in your company and cost does not matter. The product is amazing. **What problems is Avaya Contact Center solving and how is that benefiting you?** To keep in touch with th employees constantly and improves reachability. Enable staff to work remotely. Can use any mobile phone as extension ### 32. best features of Avaya IP Office **Rating:** 4.5/5.0 stars **Reviewed by:** heiler v. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2020 **What do you like best about Avaya Contact Center?** what I like the most is hot desking allows users the non-exclusive use of a single extension. Users log in with their own identity in order to receive calls and access their voicemail and others facilities. For example, sales staff who visit the office infrequently may receive telephone and voicemail services without permanently assigned a physical extension. **What do you dislike about Avaya Contact Center?** I consider that the support response times are very long which interferes with the timely attention of the requests, that is, incoming and outgoing calls that each user has, additionally affecting the response time also the level of service. This is a better opportunity that can give you a better answer for internal customer and end customer. **Recommendations to others considering Avaya Contact Center:** Recommending that they use avaya ip office as it allows an optimum monitoring of the levels of incoming and outgoing calls that are managing the service agents, allowing an optimal performance of each advisor, as it is given to you by a regular feed , and the leisure times, which allows to generate strat4e gias and action plans to considerably increase the work performance of each collaborator, additionally the cost of the software is low compared to the high performance that is provided to its users, which is please as it is economic and precise in its function. **What problems is Avaya Contact Center solving and how is that benefiting you?** We migrate from the physical avaya to the virtual avaya, thus improving outbound call handling times, allowing increased efficiency and increased productivity for employees in their respective operational efforts. Additional allows controlling by the supervisor leisure time and dead time of the line. allowing to measure the moments when the flow of outgoing and incoming calls is reduced, and thus allow developing action plans and increasing the quality and performance of collaborators. ### 33. Avaya CM is best to implement among larger Enterprises **Rating:** 4.0/5.0 stars **Reviewed by:** Sathya Sai Krishna K. | Technology Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2020 **What do you like best about Avaya Contact Center?** It is best OEM for all types of enterprises and helps in implementing best customer service with high quality hardware. **What do you dislike about Avaya Contact Center?** Personaly I don't have any negative other than the cost charged for the resources. Would be better if they expand widely. **Recommendations to others considering Avaya Contact Center:** As already said, if someone looking to opt for best telephony system best solution is provided by Avya and best support center they have. **What problems is Avaya Contact Center solving and how is that benefiting you?** It was best telephony system that can be easily implemented to small to larger Enterprises levels. Avaya support is great and appreciated. ### 34. Excellent 👌 tool for call center **Rating:** 4.5/5.0 stars **Reviewed by:** Somveer S. | Sr Manager, Workforce Management Team, Enterprise (> 1000 emp.) **Reviewed Date:** October 23, 2020 **What do you like best about Avaya Contact Center?** It's interface and stand alone application help to work smoothly without any lag **What do you dislike about Avaya Contact Center?** Not able to use or monitor on the go like we can on niceincontact **What problems is Avaya Contact Center solving and how is that benefiting you?** Real time management for our call center, optimization of users ### 35. Very good ACD-capable switch **Rating:** 3.5/5.0 stars **Reviewed by:** Sten K. | Business Application Integrations, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2020 **What do you like best about Avaya Contact Center?** Avaya Communication Manager suits the needs of most contact centers. Support provided by Avaya is very good **What do you dislike about Avaya Contact Center?** - CM lacks UDP support in SIP trunks, so you need an SBC; - in NAT environments CM can't work with static NAT, because it's not aware of things such as "external signaling address", "external media address", so you will either need SIP ALG which is not reliable or an SBC which works well with static NAT; - CM can't send Diversion header for transferred calls, so you need an SBC; - answering machine detection cannot be implemented solely by the means of CM. However, it can in theory be implemented using DMCC, but this would depend on AES which is not reliable, so you end up implementing it using SBC, which is easier than writing a software which uses DMCC; - low-level issues are extremely difficult to troubleshoot, so you basically get a black box; - CDR lacks essential information, for example: * it doesn't report final VDN unless you turn off some another essential field; * it doesn't report the skill through which the call was delivered to the agent; - CM doesn't have built-in call recording capability and Avaya Contact Recorder is extremely unreliable (sometimes because of AES, sometimes because of PostgreSQL, sometimes because ACR is just a poorly designed Java application), so you will end up implementing your own call recording solution using SBC with processing Avaya's CDR data; - contrary to CM, AES is extremely unreliable so the software depending on AES (such as Avaya Contact Recorder) is not reliable either; - BCMS lacks a lot of basic information such as agent's answered calls by skill; - low-level communication interface between CM and AES is not documented, so you can't replace AES with your own reliable software; - BPX functionality is almost non-existent, but you can create a software that manipulates coverage paths etc to offer the required functionality. **What problems is Avaya Contact Center solving and how is that benefiting you?** Skill-based distribution of calls through call vectors ### 36. Avaya CM makes easiest way to communicate between the IP devices with best quality **Rating:** 4.0/5.0 stars **Reviewed by:** Krishna K. | NOC Monitoring Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2020 **What do you like best about Avaya Contact Center?** Avaya aura CM supports gateways, servers and survivability features to allow for an average of 99% . It provides alternate gateways to communicate in emergency and ensure best possible survivability. It sometimes do processor functions also.It is highly reliable and good telephony foundation.as it is an open platform we can deploy as an IP PBX or feature server which supports sip-only devices to communicate. **What do you dislike about Avaya Contact Center?** Sometimes facing issues while taking reports and the support cost is bit high and the resources to learn is not enough available in online. **Recommendations to others considering Avaya Contact Center:** It provides best quality and did decent job for agent handling and provides great support in call-center facility.but you need to take care about the support and the regular health checks **What problems is Avaya Contact Center solving and how is that benefiting you?** It has good platform and really good IP telephony system and I never had huge problem with the equipment , call feature are also great.The Avaya support can do more better. ### 37. Software of easy access and understanding. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 11, 2020 **What do you like best about Avaya Contact Center?** Avaya is a service that provides its users with an incredible agility to interact with customers in an effective and completely personalized way. The service has a wide capacity to allow its users to manage their calls, internet, emails, faxes among many other channels. A clear advantage of this service is that it is available in the cloud which allows people to have easy access to the software. Avaya has multiple functions and tools that are very indispensable, some of which are: real-time chat, self-service portal, automated routing, voice message and calendar management. Avaya's interface is very easy to use, gives users complete control of each operation they are working on and works very well. **What do you dislike about Avaya Contact Center?** One disadvantage of Avaya Aura for inexperienced people is that its initial configuration is quite complex to carry out, so it is necessary to have people who know how the service works in order to configure it properly for the needs of each business. Another small disadvantage of this service is that it lacks options to share files with the customer, which sometimes is very necessary to fulfill some tasks. **Recommendations to others considering Avaya Contact Center:** Avaya Aura is undoubtedly a service worthy of earning the trust of each person who implements it in their organization, this is because it is a very functional system, it is of ample performance and it is above all innovative to provide the best experience to the customers with whom they interact through different channels, Avaya offers a quite accessible and comfortable price which catalogs this service of high profitability for any business. I sincerely recommend Avaya Aura very strongly. **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya is a system that we implemented in our organization in order to provide completely personalized attention to each of our customers and solve any kind of problem they have with our service, through this platform we can communicate with them efficiently through multiple channels and interact with everyone to meet their needs. ### 38. Telephony system for large enterprises **Rating:** 4.5/5.0 stars **Reviewed by:** Viet Khoa B. | Pre-sales, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2020 **What do you like best about Avaya Contact Center?** System capacity (scale-up to 36.000 end-points) and high-quality hardware **What do you dislike about Avaya Contact Center?** Must require Session Manager and System Manager to deploy SIP end-point, not natively support as other vendors **Recommendations to others considering Avaya Contact Center:** If you want to find for a telephony system with excellent contact center solution, AACM is one of your first choices **What problems is Avaya Contact Center solving and how is that benefiting you?** Call center/Contact center requirements ### 39. No 1 solution for the all type of contact center **Rating:** 5.0/5.0 stars **Reviewed by:** Sudshanshu G. | Telecom engineer, Enterprise (> 1000 emp.) **Reviewed Date:** December 04, 2019 **What do you like best about Avaya Contact Center?** i am using this product since 5 Years it is really very good solution for contact center it has many components are all they have there different works like SM SMGR CM AES CMS and many more, when i i am taking about its reporting part it is very good it has three types of report Real time Historical and integrated we can also design reports as per our need, now the best part which i like the most is call routing part its many types of routing like quae base routing Avail agent base routing staff agent routing and its has also some top class features like PRT table VRT table and service hour table they are awesome and also it has variables as well which really help us to reduce or time. Avaya had there SBC as well which provides us highly security to our calls and contact centers **What do you dislike about Avaya Contact Center?** Since i am working on Avaya i don't find any negative point in this even you had any problem about it you can easily get the documents from google or Avaya sites **Recommendations to others considering Avaya Contact Center:** I Recommend to use this product to all because you will find any thing which is required for any types of contact enters and it has some advance features that you will not found in any OEM. this is my personal experience. it has some good features like police routing table and VRT they are awesome **What problems is Avaya Contact Center solving and how is that benefiting you?** Calls are not getting patch from IVR to ACD CMS ignore some calls entery in his database Call are disconnecting in 20 second call routing not working properly ### 40. Avaya Aura- Easy Administration OEM **Rating:** 5.0/5.0 stars **Reviewed by:** Sagar S. | Telecom engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2019 **What do you like best about Avaya Contact Center?** since i have using avaya last 3 years and it is the best OEM, Because it's architecture easy to understand, easy to setup and configuration. and i like the work on this i have did the multiple call routing like queued bases avail agent and PRT AAR ars many features it has i loved to work on, Avaya had an multiple components like SM, SMGR , CMS AES and other components they all has there different works we can do routing from SM that is an also a good continent way for the routing, CM had multiple good option if dont know abot any command then we can press f5 for the help and we can easily get any documents of Avaya form internet, mostly i like te reporting part which provide by CMS and has multiple type of reports so Overall its an best product to use. **What do you dislike about Avaya Contact Center?** Avaya Aura is so relible and stable there is not doubt to share comment about dislike. **Recommendations to others considering Avaya Contact Center:** Must use this product because it is very user friendly and it has multiple advance features that can help to reduce your time with the help of PRT VRT Service table i like these option these are very much and they are very helpful so i Recommended to all please use this Product because once you use this product you will never switch on other product. **What problems is Avaya Contact Center solving and how is that benefiting you?** Many problem I have solve problems i.e. Call Routing with resional announcement Call Routingh with Holiday Table. Call Routing with Service Hours Table. Call Routing With Variable. Out Bound Dial AAR ### 41. Best in class VoIP solution **Rating:** 4.5/5.0 stars **Reviewed by:** Syed A. | Telecom Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2020 **What do you like best about Avaya Contact Center?** The multiple features which lets the telecom team configure and plan on how to deploy a world class customer service center. This also leverages multiple reporting functionality which ensures we meet compliance. **What do you dislike about Avaya Contact Center?** To be honest I haven't found any because I have been extensively used AVAYA CM from past couple of years and most of the customers still believe AVAYA systems are robust. **Recommendations to others considering Avaya Contact Center:** The best in class communication solutions for all organization's and it also has good ROI **What problems is Avaya Contact Center solving and how is that benefiting you?** Clocking work hours of care center employees is the biggest hurdle any telecom engineer will face with the CM in place you can easily configure multiple reason code which will ease the reporting. ### 42. A handy tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2020 **What do you like best about Avaya Contact Center?** A big service saver for working remotely. **What do you dislike about Avaya Contact Center?** While it generally does not fail to forward the calls, on occasions it can be rather slow doing it. **What problems is Avaya Contact Center solving and how is that benefiting you?** Tech support using virtual instead of a desktop phone. ### 43. Avaya is the one the finest OEM and product for contact centers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2020 **What do you like best about Avaya Contact Center?** I like the most the avaya has different products for different works like it has CM and it has CMS for the reporting purpose and contact analyser for the cdr and many other products like AES SM AND SMGR and I like the most thing is that cm features like service hour table and policies routing table and it has the feature of meet me conferance for the conference call and it has the ARS and aar route pattern for the out bound calling in the call routing tha thing I most enjoyed that to do call routing **What do you dislike about Avaya Contact Center?** I am working since 5 years I don't find any loop and nagative point in Avaya it is very good product to use for the contact centers **What problems is Avaya Contact Center solving and how is that benefiting you?** Call disconnecting in 20 second Call routing issue Cms ACD down Unable to play any announcement ### 44. Great for calls but beware **Rating:** 3.0/5.0 stars **Reviewed by:** Drishya G. | Front Desk Representative, Enterprise (> 1000 emp.) **Reviewed Date:** June 10, 2020 **What do you like best about Avaya Contact Center?** its great for work from home as now we transitioned to wfh as we dont need the physical desk phone **What do you dislike about Avaya Contact Center?** sometimes the calls dont ring on the actual physical phone its connected to and it really gets very frustrating **Recommendations to others considering Avaya Contact Center:** Great app for remote work locations very convenient to set up as well! **What problems is Avaya Contact Center solving and how is that benefiting you?** Well its good because we dont need to have physical desk phones we can just have the call come thru to our cell phone ### 45. Not great, wouldn't be my first choice **Rating:** 0.5/5.0 stars **Reviewed by:** Nicole A. | I.T. Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2019 **What do you like best about Avaya Contact Center?** It seems to be working ok sometimes. when it wants to. **What do you dislike about Avaya Contact Center?** IP Office is the worst part of my day. Interface is a nightmare. Online you are forced to jump through hoops to sign-in to an SSO that just leads to another sign in page. Licensing is a hassle. It has been a nightmare. About a $20,000 nightmare. I wish I had never heard of this junk. Software is called "Manager" rather than "Avaya" or "IP Office". difficult for even a 20-year IT veteran to navigate and setup. Support is a joke. Get bounced around because even they don't know their system. Licensing needs some serious work; the current method is horrible. Half of our team can actually administer this; the other half can't even get the software to work. **Recommendations to others considering Avaya Contact Center:** Find another option. Even if its 2 cans and a piece of string. You'll prevent high blood pressure. You can thank me later. **What problems is Avaya Contact Center solving and how is that benefiting you?** Sometimes end-users can use their phones, voicemail, transfer calls. I've realized there are much better systems out there that don't cost as much or cause more issues. ### 46. Is all about simplifying your communication and collaboration strategy. **Rating:** 4.5/5.0 stars **Reviewed by:** Brian M. | Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2020 **What do you like best about Avaya Contact Center?** In reality the interface for managing end-users was what we really like about this product. It is useful for mobility. - body can call you and chat, even if you are not at your desk via softphone. **What do you dislike about Avaya Contact Center?** This offers no warning if the line is busy. Mobile phones can do this for starters. This should also be available at Avaya IP. At times it didn't work correctly, it was a restart like an assembly that we had to do. **Recommendations to others considering Avaya Contact Center:** The code base is very small, with few choices such as silent or call switch. Meeting room systems are pretty good, and the standard for a wider forum discussion is far better. **What problems is Avaya Contact Center solving and how is that benefiting you?** In my company, we used Avaya IP Office. The configuration is simple and quick. It needs no resources, so it works efficiently with the network. You have a softphone to reach you, even if you're not at your office. I use the 1120E IP telephone version ### 47. It is user friendly and easy to manage. **Rating:** 4.5/5.0 stars **Reviewed by:** Iftaykhar M. | NOC Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** April 13, 2020 **What do you like best about Avaya Contact Center?** One platform to manage all IP telephones easily. Easy dashboard handling for call centre. It is very stable. Syncs with Active directory easily so all user's database can be extracted. **What do you dislike about Avaya Contact Center?** Report generation could be better. Integration with Equinox/ Workplace is lengthy process **Recommendations to others considering Avaya Contact Center:** It is easy to manage and implement in an organisation with multiple users and works with SIP and non-SIP endpoints i.e. phones ranging from Avaya J129 to Avaya Vantage. **What problems is Avaya Contact Center solving and how is that benefiting you?** IP telephony migration was easily handled by communication manager. It supports both SIP and non-SIP endpoints. Conference calls are smooth. Upgrading from Aura 7 to Aura 8 was easy. ### 48. Best phone service in my opinion **Rating:** 4.5/5.0 stars **Reviewed by:** stephanie g. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2019 **What do you like best about Avaya Contact Center?** I like the ease of the program, it isn't complicated to aux in a certain state or change your settings, logging in is pretty simple and it doesn't take forever to start up like a lot of the other phone programs. I like that you can choose the ring volume and I also really like that you can pick and choose which notifications you want to get. **What do you dislike about Avaya Contact Center?** I do not like that it auto saves my information, it is a little more time consuming logging out because of this. Using it at work I do not want to save my information so it has that as a downfall. The only other thing I don't care for is the look it is very plain with not many options to customize it. I would love to be able to personalize the colors so they would stand out a little more but outside of that I have never had any other issues. **What problems is Avaya Contact Center solving and how is that benefiting you?** Basically my whole job runs around Avaya, I have to be auxed for chats when I am on them and I have to be ready when I am answering the phones, it has rarely cause me any issues in my phone calls or chats. My ability to help the people calling revolves around Avaya working correctly and not shutting down or freezing up, sometimes the pause between calls doesn't work but other than that it does wonders for the company I work for and I don't think they would be smart to choose another program. ### 49. A perfect platform for Call Center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Arts and Crafts | Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2019 **What do you like best about Avaya Contact Center?** Avaya Aura is a very ductile tool that handles the call service of a call center using telephones on the computer, has a perfect infrastructure that makes it robust in addition to having all the benefits of ip telephony, use it in my call center and not I have no problem, in addition to having contingency this tool never stops working and my calls are never lost if you want a full call center, I recommend it without a doubt. **What do you dislike about Avaya Contact Center?** Avaya Aura is a telephone tool that has little to dislike me, it could be said that the central administration console is in Linux but for all that it offers I can not complain about almost anything. **Recommendations to others considering Avaya Contact Center:** I can recommend many plants such as Elastix, Siemens, Unify, Panasonic, but none reaches the level of Avaya Aura, I assure you that it is a good investment and above all it is very versatile, as you understand the business is in the special report of the llamas have Keep in mind that Avaya will be able to reach the standards that each call center demands. **What problems is Avaya Contact Center solving and how is that benefiting you?** With Avaya Aura I have the call center of my company which I have 30 positions each one has an avaya softphone that is used by the staff, in addition to having a call management CMS as well as a special report for the treatment of all calls already Be incoming, outgoing, loss. ### 50. Backup data, Create static routes, configure, upgrade firmware IPS **Rating:** 4.5/5.0 stars **Reviewed by:** Teodor I. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2020 **What do you like best about Avaya Contact Center?** Avaya Aura Communication Manager have a great diagnostics tools. **What do you dislike about Avaya Contact Center?** Avaya Aura Communication Manager is fine only with IE. **What problems is Avaya Contact Center solving and how is that benefiting you?** Every troubleshooting start from Avaya Aura Communication Manager, too things - [View Avaya Contact Center pricing details and edition comparison](https://www.g2.com/products/avaya-contact-center/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-25+09%3A31%3A14+-0500&secure%5Bsession_id%5D=48c73b7f-4f0a-4176-8324-618f302bd1d0&secure%5Btoken%5D=e6fe9e583cfce3a4a83d5c034582ee5783e868b082d6790723c2a9e39a88dba5&format=llm_user) ## Avaya Contact Center Features **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Workforce Management** - Call Monitoring - Performance Evaluation **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis ## Top Avaya Contact Center Alternatives - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,605 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (592 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews)