--- 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: '2026-07-19' 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. Awesome **Rating:** 4.0/5.0 stars **Reviewed by:** Gerry G. | Enterprise (> 1000 emp.) **Reviewed Date:** April 27, 2020 **What do you like best about Avaya Contact Center?** Avaya Aura Communication Manager are the best solutions for BPO and call center industry. **What do you dislike about Avaya Contact Center?** I didn't see negative feedback with this product **Recommendations to others considering Avaya Contact Center:** Recommend this system, because of the call center features **What problems is Avaya Contact Center solving and how is that benefiting you?** I resolved when experienced instances that the main system is down,need to fail over on ESS server.I realized it's very helpful when it comes to this Technology ### 2. Avaya communications **Rating:** 4.5/5.0 stars **Reviewed by:** Zubair A. | IT Support Officer | Fatima Energy Limited, Enterprise (> 1000 emp.) **Reviewed Date:** April 12, 2020 **What do you like best about Avaya Contact Center?** Avaya IP office 500 is the best communication gateway i have ever experienced i would like to recommend you the product. **What do you dislike about Avaya Contact Center?** Yeah one thing i would like to let you know and suggest that you pleaze modify it. The password of appear on every changing in ip office 500 series. **What problems is Avaya Contact Center solving and how is that benefiting you?** I have solve connection build form 1 site to another site using avaya ### 3. Short and simple review on Avaya one-X Agent **Rating:** 5.0/5.0 stars **Reviewed by:** Sid V. | Senior Research Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 27, 2019 **What do you like best about Avaya Contact Center?** It's a soft phone communicator to answer calls. The best thing I like about it is, it has feature to auto answer. **What do you dislike about Avaya Contact Center?** The Avaya one-X Agent software use by me needs a lot of set up if I am changing my system it doesn't auto carry the same setting to a different computer. **Recommendations to others considering Avaya Contact Center:** It is very useful for those who are in calling field and the good option for these kind of companies. **What problems is Avaya Contact Center solving and how is that benefiting you?** We don't solve problem with this software but we take calls using this connected to the avaya hard phone. There are benefits like quick answer, pop up on screen when a call comes in, it's a soft phone not a hard phone. ### 4. Avaya Communication Manager always meets your requirements, very well engineered solution! **Rating:** 5.0/5.0 stars **Reviewed by:** Ahmad H. | Sr. Telecom Engineer- AVAYA Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** April 18, 2020 **What do you like best about Avaya Contact Center?** The strength and flexibility of handling All kind of end point ( SIP, H323, Analog ). Avaya CM is one of the best solutions for Enterprise Organization. **What do you dislike about Avaya Contact Center?** You need an expert engineer to handle your system. **What problems is Avaya Contact Center solving and how is that benefiting you?** It supports the easy access to all office communication and mobility is so easy using Avaya Aura solution ### 5. Great option for your office IP Phone. **Rating:** 4.0/5.0 stars **Reviewed by:** Danny W. | Enterprise (> 1000 emp.) **Reviewed Date:** January 03, 2020 **What do you like best about Avaya Contact Center?** Availability of conference call, mode choice DND (Do not disturb), telephone directory applications etc are useful. Value of voice is fine. **What do you dislike about Avaya Contact Center?** I can say that it gets stuck sometimes because LAN problems and resume time is a little bit long (1-2 minutes) The conference option is confusing. **Recommendations to others considering Avaya Contact Center:** The interface is very easy and basic. The help and incoherence can often be irritating. **What problems is Avaya Contact Center solving and how is that benefiting you?** The Avaya IP Office solves problems related to phone and call volume. It is very difficult to maintain all sites simultaneously when only phones were used for CSRs. Avaya made problems of the device considerably simpler from site to site. ### 6. Platform for advance communication **Rating:** 5.0/5.0 stars **Reviewed by:** Megan R. | Programmer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** September 26, 2019 **What do you like best about Avaya Contact Center?** I really like the way in which it delivers a powerful and reliable contact management solution that is efficient enough to handle all my clients and customers in a long run. Furthermore, this application provides an immediate and also a high quality customer support service that ensure that all the queries and problems can be readily solved. Moreover, this application helps in decreased volumes of calls as well as the expenses as a result of customer interaction are becoming a major concern which can be readily solved through it. I can easily communicate through its multiple channels that include chat, social media and email services. **What do you dislike about Avaya Contact Center?** it has unique features that help in making customer support service more interesting and reliable. I really appreciate this product for its immense useful features that helps me to maintain all my customers’ queries and also to get better communication abilities. **Recommendations to others considering Avaya Contact Center:** I really like the way in which it is suitable for each and every kind of organization regardless of their size and resources. Therefore, this application is saving me from all the hassle related to making daily calls in order to make working more convenient. **What problems is Avaya Contact Center solving and how is that benefiting you?** The basic feature of this application is its ability to manage a long call queue in a very sophisticated way that suits well to each and every company or organization. Furthermore, the basic two features of this application that are utmost useful is its interactive voice response and computer telephony integration power that helps me to lessen my workload to a greater extent with full accessibility. ### 7. It was great! **Rating:** 4.0/5.0 stars **Reviewed by:** Vineet D. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2020 **What do you like best about Avaya Contact Center?** Robust and fast. Full of features with good support from Avaya. **What do you dislike about Avaya Contact Center?** Costly. It should be more user friendly. **What problems is Avaya Contact Center solving and how is that benefiting you?** Not faced lot of problem but its little expensive. It has helped business to maintain communication across offices with easy to configure systems. ### 8. Network Engineer **Rating:** 4.0/5.0 stars **Reviewed by:** Mohammad A. | Network Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2020 **What do you like best about Avaya Contact Center?** I dealt with many products in the field of PBX , but I did not find a system with sufficient and strength like AVAYA for large scale companies. **What do you dislike about Avaya Contact Center?** I do not like disabling the root user in CM . **What problems is Avaya Contact Center solving and how is that benefiting you?** personally work on avaya products made me a good problem solver . ### 9. Mission criticality achieved **Rating:** 4.5/5.0 stars **Reviewed by:** Rob M. | Co-Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2020 **What do you like best about Avaya Contact Center?** Scales, secure and provides loads of future investment protection **What do you dislike about Avaya Contact Center?** Can be expensive on integration live esp around contact centre flex **Recommendations to others considering Avaya Contact Center:** Evaluate the newer Cloud platform from Avaya and RingCentral. Provides pure UCaaS capability **What problems is Avaya Contact Center solving and how is that benefiting you?** Remote working in current climate is easily achieved ### 10. Avaya is the best software for calls!! **Rating:** 5.0/5.0 stars **Reviewed by:** Ana C. | Corporate Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2019 **What do you like best about Avaya Contact Center?** Is a friendly software that allows me to get calls with a great audio connection, no audio delays at all, always up to date **What do you dislike about Avaya Contact Center?** it takes some time to open for the first time in new devices **Recommendations to others considering Avaya Contact Center:** this is a very user friendly software that gives you the best audio quality ever, no audio delays and constantly finding ways to improve and to be up to date. If you handle high volume of calls at your company you need Avaya one x now! **What problems is Avaya Contact Center solving and how is that benefiting you?** No audio delays compared to previous software I used, better quality in audio ### 11. Avaya Aura is so far the most widely use tools for contact center based on my experience. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2020 **What do you like best about Avaya Contact Center?** I like the way it manage and routes call it is very efficient. **What do you dislike about Avaya Contact Center?** So far, my dislike would be difficulty of integrating other sofware. **What problems is Avaya Contact Center solving and how is that benefiting you?** Genration of report and managing of calls. ### 12. My favorite application **Rating:** 5.0/5.0 stars **Reviewed by:** Carlos M. | Ingeniero supervisor , Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2019 **What do you like best about Avaya Contact Center?** It has a wide variety of communication tools that are very useful to me when doing my work, I can maintain constant communication with my colleagues. **What do you dislike about Avaya Contact Center?** If the wifi connection or the internet is not available, I cannot use it. **Recommendations to others considering Avaya Contact Center:** It is very easy to use and super useful, the communication is very good. **What problems is Avaya Contact Center solving and how is that benefiting you?** use my work number directly from my cell phone and contact my colleagues or clients. ### 13. 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. ### 14. Great telephone system **Rating:** 4.0/5.0 stars **Reviewed by:** Gabriel R. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2019 **What do you like best about Avaya Contact Center?** I like that it allows me to work from home when I need to. Able to use the caller ID and see the queue status. Being able to work hands-free with the mobile phone from landlines. I like how easy it is to log into the system. **What do you dislike about Avaya Contact Center?** Our program constantly restarts sometimes when it has to transfer calls, the screen freezes. Sometimes, the system would shut down on its own occasionally. **Recommendations to others considering Avaya Contact Center:** I have been working with this program for almost 5 years and all it does is restart over and over again between crashes. Change the name of your queue lines and give yourself a few minutes before your shift to log in in case you have any issues. Better when used with a large volume of people, change the name of your queue lines and wait a few minutes before your shift to log in in case you have any issues. **What problems is Avaya Contact Center solving and how is that benefiting you?** The best resource for employees to work from home. I use this program in a call center environment. I have found that the wide range of features makes it a good candidate for this purpose, but there may be less confusing options for non-expert users. They cannot get to the office for a variety of reasons, Avaya allows us to continue working and be there for our customers. ### 15. Truly an amazing product as it is a Linux platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2020 **What do you like best about Avaya Contact Center?** AACM is a very much user friendly product were you can integrate multiple products through it. **What do you dislike about Avaya Contact Center?** There are no much points to.dislike, but multiple connections like SM and SMGR are required for SIP, which might be a disadvantage. **What problems is Avaya Contact Center solving and how is that benefiting you?** Multiple telephony related issues and main advantage of this is we can find the root cause of this more efficiently ### 16. Avaya OneX Communication Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ing. A. | Ing. Senior de Clientes, Enterprise (> 1000 emp.) **Reviewed Date:** October 21, 2019 **What do you like best about Avaya Contact Center?** provides all the functions of a desktop phone, video, access to the company directory, access to your contacts, instant messaging, and presence in a single interface. **What do you dislike about Avaya Contact Center?** Sometimes, due to the quality of audio regarding wireless network connections, the signal is poor or the tool crashes occasionally. **Recommendations to others considering Avaya Contact Center:** That they further enhance the product, releasing new versions in the shortest possible time and new libraries to be used in applications developed for integration with other technologies. **What problems is Avaya Contact Center solving and how is that benefiting you?** In the company, we have already stopped using Hardphone and everything is through Softphone via Avaya OneX Communicator. ### 17. Avaya Aura product or Soluation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Avaya Contact Center?** I have using Avaya Aura since 3 years and found that avaya is the best product because it has many good features like call routing it has mutiple call routinga tile queued bases avail agent and staff agent and policy routing table and other outbound option like AAR ARS and his reporting part is very good we have mutiple types of report like Real time and historical and intigrated **What do you dislike about Avaya Contact Center?** since i dont find any wrong thing in Avaya i really enjoyed very much to work on avaya **Recommendations to others considering Avaya Contact Center:** i always suggest to all that use this because its features and components are awesome to use very user friendly very easily you can get manual from internet **What problems is Avaya Contact Center solving and how is that benefiting you?** Unable to do out calls call routing issue CMS utilization goes high ### 18. Avaya Aura Suloation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Avaya Contact Center?** There is many thing that i like in Avaya, i like the all components of Avaya like CMS, AES, SM, SMGR all they had there diffrents works but really these are very user friendly and help full and its CM features like call routing and the best part is that it is take less time to implement ion or integration and its PRT and VRT tables are also are very use full and interesting it is the best OEM that i have work with. **What do you dislike about Avaya Contact Center?** I dont find any bad thing in AVAYA i got many good things **Recommendations to others considering Avaya Contact Center:** I recommended all to use AVAYA Aura these features are advance and different to other product and very user friendly as well. **What problems is Avaya Contact Center solving and how is that benefiting you?** Call disconnecting in 20 Sec Call routing ### 19. Avaya is very easy to use, understand and stable products, **Rating:** 5.0/5.0 stars **Reviewed by:** Vinay S. | Lead Telecom Engineer , Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2019 **What do you like best about Avaya Contact Center?** Avaya Aura is the best OEM product for customers experience to use inbound-outbound dialing. Avaya aura is very reliable, stable we can understand all it's set up easily. Avaya Aura provides various options to impairment call routing. **What do you dislike about Avaya Contact Center?** Avaya provide very quick support after Case raised with them. **Recommendations to others considering Avaya Contact Center:** This is the best product for all business sector small, medium and enterprises office. So am suggest to all could try this. **What problems is Avaya Contact Center solving and how is that benefiting you?** As I have used Avaya Aura 7.1 so after on time setup, configuration, implementation, impaction is very low .5%. ### 20. Avaya Aura solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Avaya Contact Center?** i am using Avaya Aura since 3 year its an best solution on that i have work its divecs like AES CM and SMGR and many more are very best to use all they have there diffrent works and AVAYA aura has some diffrent features like PRT VRT and service table and also it had many variable that we can use for the call routing its an a Good OEM i love to work on avaya **What do you dislike about Avaya Contact Center?** avaya had many help full features that help to easy manage all things **Recommendations to others considering Avaya Contact Center:** I strongly Recommend to use avaya it has advance features to compare others and its features like PRT and Variable and components are awesome **What problems is Avaya Contact Center solving and how is that benefiting you?** its really help to time consumption through Variable ### 21. Easy to configure and maintain **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2020 **What do you like best about Avaya Contact Center?** Routing configuration and tracing a call **What do you dislike about Avaya Contact Center?** Queue treatment where you can not get option to configure multiple dtmf. **Recommendations to others considering Avaya Contact Center:** Undoubtedly it's a strong product. **What problems is Avaya Contact Center solving and how is that benefiting you?** All voice and routing realted issues. Easy to maintain and it support 100% uptime feature with Dr functionality ### 22. It's really good for an organisation with limited employees **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2020 **What do you like best about Avaya Contact Center?** Settings up call forwarding and call barring **What do you dislike about Avaya Contact Center?** Calling to an outside network...i.e., call for an mobile phone ouside the network **What problems is Avaya Contact Center solving and how is that benefiting you?** When we are not near the phone we can forward that call to out mobile phones and whic is very helpful ### 23. Call Center Consultant **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2020 **What do you like best about Avaya Contact Center?** AACM provides mission critical solution to the client that does not allow any downtime of the server **What do you dislike about Avaya Contact Center?** Data privary maybe a concern as call route to nom client premise **What problems is Avaya Contact Center solving and how is that benefiting you?** No need to maintain the server on premise ### 24. I have 1 year 5 months of experience in Avaya **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Professional Training & Coaching | Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2020 **What do you like best about Avaya Contact Center?** I like communication manager the most its routing are fabulous. **What do you dislike about Avaya Contact Center?** In avaya nothing is to dislike. Every product has there own productivity **Recommendations to others considering Avaya Contact Center:** No recommendations **What problems is Avaya Contact Center solving and how is that benefiting you?** There are multiple problems like time sync issue with NTP server and many more to learn in Avaya CM ### 25. Good contact center product for business **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2020 **What do you like best about Avaya Contact Center?** Scalability, stability, cross platform compatibility. The ease of installation, quality of the features provided with the suite **What do you dislike about Avaya Contact Center?** Nothing much really, the EPMS portal can be tricky with report generation **What problems is Avaya Contact Center solving and how is that benefiting you?** Helping business with state of the art technology for contact center needs. ### 26. Avaya aura communication manager is very stable and having top class features. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 21, 2020 **What do you like best about Avaya Contact Center?** It's top class features and stability is what I like most. **What do you dislike about Avaya Contact Center?** Avaya recording system is not as great as it should be. **What problems is Avaya Contact Center solving and how is that benefiting you?** It has many good features related to call center and IPT. ### 27. Reliable and Easy to Configure, Manage **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** April 24, 2020 **What do you like best about Avaya Contact Center?** Communication Manager with Vitualization support **What do you dislike about Avaya Contact Center?** Managing Central Licensing n Deployment process **Recommendations to others considering Avaya Contact Center:** Yes it's reliable and Easy to Configure **What problems is Avaya Contact Center solving and how is that benefiting you?** Power user with Avaya OneX availability ### 28. Reviewing Avaya Aura Communication Manager **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2020 **What do you like best about Avaya Contact Center?** This product is easy to use with CTI applications **What do you dislike about Avaya Contact Center?** The licensing structure is complex, upgrades are pain **What problems is Avaya Contact Center solving and how is that benefiting you?** Setup, and implementation, and testing is simple ### 29. Avaya phones are easy to manage if you have the patience of a saint **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** September 29, 2019 **What do you like best about Avaya Contact Center?** Avaya IP Phones are compatible with several different types of answering services and computer programs. Because of this, I have used these phones at three different job sites and four different campuses. They’re easy to program if you know enough about manual phones and the program your job site utilizes. **What do you dislike about Avaya Contact Center?** Avaya IP Phones are compatible, but not user friendly. For someone who does not have an IT background, it would be very foreign to them. I spent several hours helping non-technical CSRs with their phones. **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya IP Office solves phone and call volume issues. When only phones were being used for CSRs it was very difficult to keep all sites up and running simultaneously. Avaya made combating system issues from site to site significantly simple. ### 30. Avaya cross platform usage with other soft phone tool **Rating:** 3.5/5.0 stars **Reviewed by:** Victoria M. | CEO, Real Estate, Enterprise (> 1000 emp.) **Reviewed Date:** September 16, 2019 **What do you like best about Avaya Contact Center?** It is the most helpful connector for sip voip calling and works good in the background. **What do you dislike about Avaya Contact Center?** When you log off from avaya from another tool like cti, you have to fully disconnect the station and exit the program otherwise it will affect the soft phone functions. You may then have to restart it later if shut down is not from external tool first, then directly close platform from avaya last. **Recommendations to others considering Avaya Contact Center:** when using cross platform be aware. **What problems is Avaya Contact Center solving and how is that benefiting you?** Give you the ability to manually connect the sip if the connection is poor. ### 31. Replaces the need for hard phones **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Avaya Contact Center?** When switching from hard phones to softphones I must admit I was reluctant at first however since the change we are now able to work remotely and use a flex space. **What do you dislike about Avaya Contact Center?** I have had my share of trouble shooting an many hours with IT when the soft phone would not connect. It's does require a very good internet connection I recommend using an Ethernet. **What problems is Avaya Contact Center solving and how is that benefiting you?** Work from home has been one of the biggest wins for our office also using flex space I can work anywhere and take calls. ### 32. Avaya Aura Best solution for Inbound & Outbound calling **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2019 **What do you like best about Avaya Contact Center?** I love manage queue inbound call through vectoring like percentage vise, queue vise. It's very user friendly for both inbound and outbound and I am using since 7 year and it's very sutiable and stabled OEM product. I like configuration part like Media Manager integration and implementation is very easy and quickly. **What do you dislike about Avaya Contact Center?** As per my experience have not found any negative point in the Avaya Aura. **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya Aura have many features very impersive just like PRT, Service Table hour, VRT and Uniform dialing last but not least AAR. ### 33. Effective way to login and communicate remotely **Rating:** 5.0/5.0 stars **Reviewed by:** Prachi K. | Technical Lead, Enterprise (> 1000 emp.) **Reviewed Date:** September 03, 2019 **What do you like best about Avaya Contact Center?** This Voip phone system is configured for different business according to their requirements. Provided external calling, international dialing, provides historical data, seamless interactions. Efficient to use in BPOs and call centres **What do you dislike about Avaya Contact Center?** No way to mute the ring when its rininging. Sometime issues with power outages. Its a bit challenging when conferencing calls . Resolving issues with avaya helpdesk is a bit challenging task **What problems is Avaya Contact Center solving and how is that benefiting you?** Having bridge calls, avaya helps to build a redundancy so we dont lose any call/connection. Can handle no. Of calls simultaneously. ### 34. Very smooth easy to control for ip call and clear communication **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2019 **What do you like best about Avaya Contact Center?** Clear amd smooth communication while using the avaya desk phone. Also easy to move to another place and just login through the id. No messy login like other products. **What do you dislike about Avaya Contact Center?** Cant lock the avaya so other people can easily use mine. Please implement some lock. **Recommendations to others considering Avaya Contact Center:** A well utilized product and the only thing there should be a lock button for those products to avoid unauthorized uses. **What problems is Avaya Contact Center solving and how is that benefiting you?** Pulling daily reports and to communicate with onsite people ### 35. Easy to use when working remotely! **Rating:** 5.0/5.0 stars **Reviewed by:** Sean V. | Claims Care Proffesional, Enterprise (> 1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Avaya Contact Center?** I love that I can work from home and not own an avaya phone, but still answer phone calls! **What do you dislike about Avaya Contact Center?** Nothing at all. It is super easy to use, and I use it when working remotely **Recommendations to others considering Avaya Contact Center:** Use this if your company lets you! **What problems is Avaya Contact Center solving and how is that benefiting you?** I have not experienced and problems, benefits are working from home, but acting like I am in the office! ### 36. never this easy connecting clients with the team **Rating:** 4.5/5.0 stars **Reviewed by:** Pathman P. | Snr. Systems Engineer / Security Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2019 **What do you like best about Avaya Contact Center?** it is very easy to connect engineering team wherever they are, disregard of the time and the location. specially when long hours of traffic jams occurs. this is useful to reduce lots of traveling and communication costs and customers can contact us anytime. installation and configuration is very easy. **What do you dislike about Avaya Contact Center?** Cost and licensing are my concern other than that everything works perfectly. **Recommendations to others considering Avaya Contact Center:** Best and stable solution, money worth spending on this product. **What problems is Avaya Contact Center solving and how is that benefiting you?** making use of effective time management and resource utilization while meeting customer's expectations. ### 37. Good software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 23, 2019 **What do you like best about Avaya Contact Center?** Avaya was a very straightforward application when I was working in IT **What do you dislike about Avaya Contact Center?** It would sometimes crash when using the email system incorporated within the software. **Recommendations to others considering Avaya Contact Center:** Avaya is very easy to use, however bare in mind it might be unreliable at times. **What problems is Avaya Contact Center solving and how is that benefiting you?** The software would be easy when I had to go for a break, as you could easily click on an option and choose a code which would stop calls or emails from coming through. ### 38. It's an top class solution for inbound and outbound calling **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2019 **What do you like best about Avaya Contact Center?** Its an a very useful and user friendly solution for inbound and outbound calling and it has many features even other solution you can do any type of call routing and such many options are available **What do you dislike about Avaya Contact Center?** Avaya don't had there own records and the meds this **What problems is Avaya Contact Center solving and how is that benefiting you?** It has many options as per to other solutions ### 39. Avaya is Never Down! **Rating:** 5.0/5.0 stars **Reviewed by:** Eric B. | Self Employed, Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2019 **What do you like best about Avaya Contact Center?** What I like about Avaya, Is that it is completely Playable across all platforms and devices. You can use it on any kind of the bison channel, as far as like email, chat, social media, it doesn't matter and it never has trouble like all the other systems we use at work lol. **What do you dislike about Avaya Contact Center?** Nothing really. The only thing I disliked about Avaya Oceana Where's the initial set up, but that's because I didn't read all the directions it wasn't their fault. Via makes it really easy For all employees to connect and manage omni channel customer support without having to fight with it all the time. **What problems is Avaya Contact Center solving and how is that benefiting you?** Well I work in a call center that uses the software, and A man is multiple lines, customize our own contact lists and outgoing number lists for different areas, and never give does a problem from log in to log out and doesn't matter how many calls whether a work 12 hours overtime or what we never have a problem with it. ### 40. Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2019 **What do you like best about Avaya Contact Center?** I think the dial system is great, does what it’s designed to do. **What do you dislike about Avaya Contact Center?** I feel that it could use more options for idling statuses **What problems is Avaya Contact Center solving and how is that benefiting you?** We contact our customers with this system it’s a key contribution to use being customer focused. ### 41. Love **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Enterprise (> 1000 emp.) **Reviewed Date:** November 14, 2019 **What do you like best about Avaya Contact Center?** I love avaya, compared to other phone services I have had very minimal issues **What do you dislike about Avaya Contact Center?** Nothing that I dislike about avatar, it’s worked awesome! **What problems is Avaya Contact Center solving and how is that benefiting you?** No problem solving, taking inbound calls ### 42. 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 ### 43. Excellent **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2019 **What do you like best about Avaya Contact Center?** Very easy to use and saves loads of money, easy communication between UK and africa **What do you dislike about Avaya Contact Center?** Nothing, fantastic product, will recommend the product to friends **Recommendations to others considering Avaya Contact Center:** Avaya is seamless if you are looking to communicate with rest of the world and its cost effective **What problems is Avaya Contact Center solving and how is that benefiting you?** communication to Africa and this product is really helpful and saves cost ### 44. 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. ### 45. Simple Phone System **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Avaya Contact Center?** We have Avaya and the phones and software are very easy to use and simple. **What do you dislike about Avaya Contact Center?** Not much, phones do what you need them to, are nice and simple. Software is also nice. **What problems is Avaya Contact Center solving and how is that benefiting you?** Call quality and efficiency. ### 46. Works really well as long is your IT is good **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** August 31, 2019 **What do you like best about Avaya Contact Center?** Good product, very reliable. Only when having online problems it doesn't work **What do you dislike about Avaya Contact Center?** Nothing. It's great always online. Depend on how good local it is. **What problems is Avaya Contact Center solving and how is that benefiting you?** Lower costs. Effective means of communication ### 47. Avaya Aura Easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley Z. | Plan cancellation spec 1, Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about Avaya Contact Center?** The ease of use! Most roles that I have had which used this product have been high stress roles. Anything that can help cut down on stress while working is a MUST and this product falls in line with that! Very easy to use with minimal efforts! Love it. **What do you dislike about Avaya Contact Center?** I wish it offered a bit more personalization options, such as custom "look"(eg colors ect) **Recommendations to others considering Avaya Contact Center:** I would highly recommend this **What problems is Avaya Contact Center solving and how is that benefiting you?** Internal call systems. It has cut down on calls to IT for assistance as the employees are able to use with little to no assistance. ### 48. Integrate telephone communi **Rating:** 4.0/5.0 stars **Reviewed by:** Nicole M. | Financial Advisor, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2019 **What do you dislike about Avaya Contact Center?** For the most part I think of via his loss effective telephone communications and networking program or system hardware that we have currently at this time especially in a high volume call center where effective and reliable communication is a key component and providing excellent services to a customers ### 49. Multi Channel CRM **Rating:** 4.0/5.0 stars **Reviewed by:** Julien G. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2018 **What do you like best about Avaya Contact Center?** I really like that it is built around managing customer interactions as they are in progress. The screen layout is great and allow for a maximum data intake per glance All is very visual and intuitive, very little clutter **What do you dislike about Avaya Contact Center?** Hard to set up at first without an IT we had some conflict with the previous tool we used but that was fixed by avaya support. The application can be tricky to run on thin clients, as the power needed is a bigger portiont han on a normal PC. **What problems is Avaya Contact Center solving and how is that benefiting you?** Increase of productivity thanks to the easy visualisation, some workstation have gone back to being single screen only thanks to it. ### 50. Great dialer **Rating:** 3.5/5.0 stars **Reviewed by:** BRADY M. | Senior Collections Specialist, Retail, Enterprise (> 1000 emp.) **Reviewed Date:** December 08, 2018 **What do you like best about Avaya Contact Center?** Avaya is a great system that was used in my most recent work experience as a senior collections specialist at Target. It was the system that was used to make phone calls and take phone calls from guests. It was efficient. **What do you dislike about Avaya Contact Center?** There were a few times where inbound or outbound calls were dropped. I’m not sure if Avaya was the issue or phone lines or a combination of both **What problems is Avaya Contact Center solving and how is that benefiting you?** This is the system we use to contact delinquent guests and make revenue - [View Avaya Contact Center pricing details and edition comparison](https://www.g2.com/products/avaya-contact-center/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-02+13%3A27%3A13+-0500&secure%5Bsession_id%5D=5b88e854-c273-45a9-a0d9-d438fdad93bd&secure%5Btoken%5D=2e276aa21b55b0d2d5c26d22a1575e5478b81862b0772049cd35ad8a658f449d&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 (1,604 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 (2,471 reviews)