--- 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) - [View Avaya Contact Center pricing details and edition comparison](https://www.g2.com/products/avaya-contact-center/reviews?page=5&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-01+12%3A09%3A34+-0500&secure%5Bsession_id%5D=95cf468b-b858-4baa-b488-79c3bc96ecb3&secure%5Btoken%5D=668ef71b91f52aa3c665526f1fbfedfd21d5c6c6f1175ffa00fe3f00356ed251&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)