--- 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: '2026-08-07' 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 **robust calling features** of Avaya Contact Center, facilitating seamless inbound and outbound communications. (2 reviews) - Users value the **strong analytics capabilities** of Avaya Contact Center for effective voice and reporting management. (1 reviews) - Users appreciate the **call quality** of Avaya Contact Center, noting its strength in enterprise voice and reporting. (1 reviews) - Users value the **seamless connectivity** of Avaya Contact Center, enabling efficient calls from anywhere. (1 reviews) - Users appreciate the **ease of use** of Avaya Contact Center, benefiting from its straightforward features. (1 reviews) - Features (1 reviews) - Reporting (1 reviews) - Simple (1 reviews) **What users dislike:** - Users find the **complexity in deployment, configurations, and integrations** to be a significant challenge with Avaya Contact Center. (1 reviews) - Users face **customization difficulties** with Avaya Contact Center, complicating deployment, configurations, and integrations. (1 reviews) - Users often face **difficult implementation** challenges with Avaya Contact Center due to its complex deployment and integration processes. (1 reviews) - Users find the **difficult setup** of Avaya Contact Center challenging due to complex deployment and configurations. (1 reviews) - Users often experience **authentication errors and static line issues** that disrupt communication and efficiency. (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. 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 ### 2. 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. ### 3. 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 ### 4. An OK phone interface. **Rating:** 3.0/5.0 stars **Reviewed by:** Ashiqur R. | Student worker , Enterprise (> 1000 emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Avaya Contact Center?** The user interface is pretty simple, it took me 10 minutes to get used to it. Most of the options and inputs were well thought and designed. The customization of the interface was also simple and easy to get used to. **What do you dislike about Avaya Contact Center?** The interface acted really weird at times like log me out of phones for no reason, calls would get dropped as well. This happened rarely though, so not a big deal. The interface would act really slow and take some time to open an option at times. **Recommendations to others considering Avaya Contact Center:** It is a pretty simple and basic interface. The support and occasional inconsistencies can be annoying at times. **What problems is Avaya Contact Center solving and how is that benefiting you?** Mostly receiving and outgoing calls from my workplace. Organizing and working though many calls with my team. ### 5. Standard call center experience **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 26, 2019 **What do you like best about Avaya Contact Center?** It’s a great option for work from home associates **What do you dislike about Avaya Contact Center?** Logging in the system can be difficult and needs a thorough overview for users **Recommendations to others considering Avaya Contact Center:** Pay attention to all instructions or you will be lost about codes **What problems is Avaya Contact Center solving and how is that benefiting you?** This program allows associates to work from home and with the same experiences as inside a call center ### 6. Good Phone option for a call Center Enviroment **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2019 **What do you like best about Avaya Contact Center?** Used the system for a couple of years while working in the call center industry, connection was always good and it was very easy to use. **What do you dislike about Avaya Contact Center?** Phone worked great, can't really think of any down sides. Would use it again if I could. **Recommendations to others considering Avaya Contact Center:** Consider it as it is a good tool **What problems is Avaya Contact Center solving and how is that benefiting you?** Great to get calls in and out with clients. Never really had a communication problem while using it. ### 7. Gets the job done **Rating:** 2.5/5.0 stars **Reviewed by:** Ryan T. | Audio Engineer, Transportation/Trucking/Railroad, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2019 **What do you like best about Avaya Contact Center?** The product worked for my call center job **What do you dislike about Avaya Contact Center?** There were several times that the program completely crashed leaving us unable to work **What problems is Avaya Contact Center solving and how is that benefiting you?** I was able to take calls with a streamlined process ### 8. Efficiency at it's best **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2019 **What do you like best about Avaya Contact Center?** The program was always reliable and never crashed. It started up very quickly. **What do you dislike about Avaya Contact Center?** When the program went down it made Firefox not work as well. **Recommendations to others considering Avaya Contact Center:** It's one of the best software I've used and very user friendly.i would recommend investing in it **What problems is Avaya Contact Center solving and how is that benefiting you?** It made clocking into work easier and kept good track of my time ### 9. Complete digital PBX solution **Rating:** 2.5/5.0 stars **Reviewed by:** Brian L. | Front Desk Representative, Health, Wellness and Fitness, Small-Business (50 or fewer emp.) **Reviewed Date:** October 25, 2018 **What do you like best about Avaya Contact Center?** Complete very stable reliable reliable system - once it’s set up and running. **What do you dislike about Avaya Contact Center?** Complicated to administer. Difficult to troubleshoot. Expensive service/support options. **What problems is Avaya Contact Center solving and how is that benefiting you?** Complete office telephony solution/PRI phone service. ### 10. The long and winding road. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2018 **What do you like best about Avaya Contact Center?** It's simplicity. Straight forward easy set up. **What do you dislike about Avaya Contact Center?** I cant copy paste data from excel to any of the table inputs like scale forecast. The calendar or scheduling module is very clunky. **Recommendations to others considering Avaya Contact Center:** Be very patient when using it. **What problems is Avaya Contact Center solving and how is that benefiting you?** Getting the right number of FTE required. ### 11. Good product does have it's problems **Rating:** 2.5/5.0 stars **Reviewed by:** Rebekah W. | Sales Representative, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** April 27, 2018 **What do you like best about Avaya Contact Center?** I like that it tracks everything. When it doesn't have error messages I can login no problem. It is small and I like that you can close out of it and have it running in the background. **What do you dislike about Avaya Contact Center?** It has a lot of system issues. I have to call IT about once a week to have them help me. It does not sunc well with other programs. **What problems is Avaya Contact Center solving and how is that benefiting you?** Tracking ### 12. Needs help **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** July 15, 2018 **What do you like best about Avaya Contact Center?** It makes call management easy and helps keep LOBs connected **What do you dislike about Avaya Contact Center?** It crashes often and makes it difficult to manage call volume at times **What problems is Avaya Contact Center solving and how is that benefiting you?** Networking multiple lines of business at once. Having access to multiple lines at one time makes it easy to stay in touch and connected ### 13. On my phone application **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2018 **What do you like best about Avaya Contact Center?** it was very easy to setup I use as a way to have my phone off my desk **What do you dislike about Avaya Contact Center?** It did not work I dont get calls when in the application **What problems is Avaya Contact Center solving and how is that benefiting you?** Ot solves the need to have a work phone it turns your phone into a work phone ### 14. Great data tool but easy to trick the system. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2018 **What do you like best about Avaya Contact Center?** I like how I can see how long calls have been on the line and I can see a history of phone calls made or received. **What do you dislike about Avaya Contact Center?** It’s easy to it use the system to log out and improve answer rates by making sure to log in and log out quickly. **What problems is Avaya Contact Center solving and how is that benefiting you?** Being able to reference back to what phone numbers dialed is great for recording data. ### 15. Insurance **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) **Reviewed Date:** September 01, 2016 **What do you like best about Avaya Contact Center?** Easy dial out system. Nice features and not complicated to use. **What do you dislike about Avaya Contact Center?** It takes a while for the system to load if it needs to be rebooted and I do not like the voicemail system. There are too many steps to take before listening to voice mails even when you are already logged into the system. **What problems is Avaya Contact Center solving and how is that benefiting you?** The office is more easily connected. I can easily see a history of who I called with the system. ### 16. Used for our contact center to route calls **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Publishing | Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2016 **What do you like best about Avaya Contact Center?** The quality of the system is good and there are little complaints about it. **What do you dislike about Avaya Contact Center?** I find the reporting and monitoring available through the web console limited. The implementation on site does not provide agents with a monitor to see the queues and what volume looks beyond the call they are on. **Recommendations to others considering Avaya Contact Center:** Look for cloud options. If you are running a contact center and want to empower your agents then make sure they can see queues and what is going on around them. **What problems is Avaya Contact Center solving and how is that benefiting you?** Call routing is the primary use. Recording and monitoring are secondary uses. ### 17. It's a little complicated. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** June 30, 2016 **What do you like best about Avaya Contact Center?** Our new phone system is better than the old one. I also like the call functions for the phone. **What do you dislike about Avaya Contact Center?** Wifi goes out intermittently. I also don't like when signing on the phone to check you voicemail you have to do A, B, C, and D before you can get you messages. I press the voicemail to get my messages. Why is receiving my messages the second option? **What problems is Avaya Contact Center solving and how is that benefiting you?** Like I said the phones work a bit better. ### 18. Avaya end user **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) **Reviewed Date:** January 05, 2016 **What do you like best about Avaya Contact Center?** Tracking and reporting is applicable to call center environment **What do you dislike about Avaya Contact Center?** Not enough reporting available for viewing call metrics in a call center **Recommendations to others considering Avaya Contact Center:** Yes **What problems is Avaya Contact Center solving and how is that benefiting you?** Call center call taking and recording - [View Avaya Contact Center pricing details and edition comparison](https://www.g2.com/products/avaya-contact-center/reviews?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+19%3A53%3A29+-0500&secure%5Bsession_id%5D=663397ae-bc1e-47b0-a6d8-3578d577c77f&secure%5Btoken%5D=d1c77f62e4886cb3620b07e1295bf857c8102668522de12fa54fc9e5ef3ff83a&format=llm_user) ## Avaya Contact Center Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Additional Functionality** - Live Chat - Call Transfer - Archiving & Retention - Call Center Management - Call Tagging - Call List Management - Real-Time Analytics - Queue Management - Real-Time Data - API - Real-Time Monitoring - CRM - Performance Metrics - Automatic Call Distribution - Activity Tracking - IVR - Event Triggered Actions - Third-Party Integrations - Scheduled Recording - Alerts/Notifications - Call Monitoring - File Transfer - Activity Dashboard - Call Reporting - Call Transcription - Campaign Management - Call Disposition - Computer Telephony Integration - Contact Management - Predictive Dialer - Voice Mail - Caller ID - Reporting & Statistics - Call Routing - Call Tracking - Recording - Auto-Dialer - Chat/Messaging - On-Demand Recording - Customizable Reports - Multi-Channel Communication - Conferencing - AI Copilot - Interaction Tracking - Predictive Analytics - Visual Analytics - Sales Trend Analysis - Audio Capture - Email Alerts - Tagging - Self-Service Search - Natural Language Processing - Surveys & Feedback - Automatic Transcription - Multi-Channel Management - Request Assignment - Speech-to-Text Analysis - Self Service Portal - Performance Management - Call Recording - Search/Filter - Sentiment Analysis - Compliance Management - Multi-Language - HIPAA Compliant - Data Security - Call Scripting - Customer Service Analytics - Quality Assurance - Customer Experience Management - Communication Management - Categorization/Grouping - Language Detection **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording - Real-Time Data - Live Chat - Call Scheduling **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **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 - Third-Party Integrations - Computer Telephony Integration **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis - Call Monitoring - Real-Time Monitoring - Reporting/Analytics - Text to Speech **Additional Functionality** - AI Copilot - Activity Tracking - Call Routing - Call Scripting - Contact Management - Power Dialer - Preview Dialer - Auto-Dialer - Call Tracking - Real-Time Reporting - Customer Database - Lead Management - Predictive Dialer - Call Center Management - Integrations Management - Activity Dashboard - Automatic Call Distribution - Campaign Management - Generative AI - Interaction Tracking - Caller ID - Call Transfer - Call Disposition - Voice Mail - Chat/Messaging - Automatic Outbound Dialer - Call Reporting - API - Contact Database - Lead Capture - CRM - Call List Management - Progressive Dialer - Campaign Specific Caller ID - List Management - Customizable Fields - AI/Machine Learning - Reporting & Statistics - Multi-Channel Communication - Alerts/Notifications - Multi-Campaign - Workflow Management - Call Logging - Lead Distribution - Queue Management - Inbound Call Center - For Sales Teams/Organizations - Data Security - Outbound Call Center - Performance Management - Compliance Management - Mobile Access - Email Management ## Top Avaya Contact Center Alternatives - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,488 reviews)