--- 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. Rewewing **Rating:** 4.0/5.0 stars **Reviewed by:** Jordi P. | Cisco/Avaya/Genesys Voip Engineer / Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2019 **What do you like best about Avaya Contact Center?** I recently attended a meeting about Oceana and it's the perfect complement to Avaya Aura **What do you dislike about Avaya Contact Center?** They should keep working on integratin CM and SMGR **Recommendations to others considering Avaya Contact Center:** Avaya is back... **What problems is Avaya Contact Center solving and how is that benefiting you?** Moving to newer version is quite expensive in terms of professional services. ### 2. 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 ### 3. Got better over time, now very convienient **Rating:** 5.0/5.0 stars **Reviewed by:** Lacey T. | Licsensed Insurance Agent , Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** August 08, 2018 **What do you like best about Avaya Contact Center?** I love that I can use my work number right from my cell and contact my clients. **What do you dislike about Avaya Contact Center?** This app was very glitchy for me at first, i had trouble logging in to my voicemail and click to dial never worked. But now, there may have been an update, everything is running perfectly. **What problems is Avaya Contact Center solving and how is that benefiting you?** I have realized that getting back in touch with my clients is a lot easier. I don’t have to wait until the following day to check my messages and get back to everyone, i can do it right from my cell phone. ### 4. Great for communication **Rating:** 5.0/5.0 stars **Reviewed by:** Iriane W. | Service Advisor, Telecommunications, Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2018 **What do you like best about Avaya Contact Center?** When I have customers or businesses that speak another language, it's such a breeze conferencing in our can talk line **What do you dislike about Avaya Contact Center?** Sometimes there's an echo and a delay in the conversations which causes an overlap in the conversation or a delay in an answer. **What problems is Avaya Contact Center solving and how is that benefiting you?** It helps us find out if a service is complete or is needing parts. We use it to contact customers, vendors, and service centers ### 5. Works Great **Rating:** 4.0/5.0 stars **Reviewed by:** Timothy J. | Insurance Agent, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** July 06, 2018 **What do you like best about Avaya Contact Center?** Avaya works great when used on a strong wifi or mobile connection. I do sometimes have problems with it being quiet with some clients where I tell them ill call them back from my cell phone. It does happen, but rarely, otherwise great software. **What do you dislike about Avaya Contact Center?** Some clients seem very quiet not sure why the software does it. **What problems is Avaya Contact Center solving and how is that benefiting you?** I like being able to keep the business phone away from my regular cell (personal). I can keep my actual clients that bought something through me for personal cell then anyone that calls back avatar can pull the info into salesforce and I have their info love it. ### 6. Decent phone platform **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** January 16, 2019 **What do you like best about Avaya Contact Center?** The interface is pretty neat. I only use it for phone calls but it looks like it would be very useful for other usage as well. **What do you dislike about Avaya Contact Center?** I always have to recalibrate my settings every time I have to make a phone call. My headset is never just ready to go and I feel like I'm always having to fiddle with my settings. **What problems is Avaya Contact Center solving and how is that benefiting you?** I love not having a phone on my desk and just being able to type in phone numbers from my computer. ### 7. good IP office, everything as expected **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2019 **What do you like best about Avaya Contact Center?** ease of use among multiple offices in different countries and cities **What do you dislike about Avaya Contact Center?** sound quality might be below par. my phone doesn't have "mute" button neither option to connect headset. **Recommendations to others considering Avaya Contact Center:** Base model is very basic, it doesn't have many options including "mute" or transferring calls. Conference room systems are pretty good and quality is much better and suitable for a larger forum conversation. **What problems is Avaya Contact Center solving and how is that benefiting you?** connecting multiple offices, conference bridges ### 8. Ok system **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Construction | Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2018 **What do you like best about Avaya Contact Center?** The fact that you can use the intercom to try to reach people is great. The side phone screen is a great feature for quick dial. **What do you dislike about Avaya Contact Center?** It is truly an outdated system with glitches. The time does not keep up properly and it is easily having issues that we can't seem to fix. **What problems is Avaya Contact Center solving and how is that benefiting you?** Mainly just being able to have customers call in and directing them to their desired party or voicemail. ### 9. Avaya Aura System Review **Rating:** 3.5/5.0 stars **Reviewed by:** Kim B. | Underwriter I, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** June 28, 2018 **What do you like best about Avaya Contact Center?** Avaya Aura's best features are providing unified communication, it's flexibility, as well as it's sophistication. **What do you dislike about Avaya Contact Center?** The only downfall to Avaya Aura's system is that not many other companies utilize it, since it's relatively new and unknown. Cost is also another key disadvantage to this system. We can use other systems at a lower annual and monthly recurring cost. **Recommendations to others considering Avaya Contact Center:** I recommend others trying Avaya Aura as a supplemental communications optoin, not as a complete replacement. **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya Aura solves/improves communication within our team. It has a variety of features that are customizable, which help us across teams when communication is not always uniform. We intregrate video conferences and other sophisticated means of communication that we normally wouldn't utilize on a day to day basis, or through other applications and platforms. ### 10. 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 ### 11. I cannot be efficient without great communication tools **Rating:** 4.5/5.0 stars **Reviewed by:** Ted S. | Texas Works Advisor, Government Relations, Enterprise (> 1000 emp.) **Reviewed Date:** April 26, 2018 **What do you like best about Avaya Contact Center?** This software is so very versatile. There are so many great features but some do standout above the rest. Live call recording, Name to number records and the auto attendant. **What do you dislike about Avaya Contact Center?** There are not too many features to be displeased with. Avaya has so many strong features, but the lack of being able to adjust some call settings for the personal user need to addressed. **Recommendations to others considering Avaya Contact Center:** This communication tool will tip the advantage of reaching service goals to your favor. Switch if you dont have Avaya. **What problems is Avaya Contact Center solving and how is that benefiting you?** This allows staff and teams to stay connected and be efficient with this great communication tool. There are zero to no missed call or conversations. This solves issues with timely and quicker service the greatest. ### 12. High Volume call streaming **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** October 22, 2018 **What do you like best about Avaya Contact Center?** Easy to use software that allows you to use quick dialing as well as call function without manually dialing numbers. Also streamlines and keeps extensions separated as well as the ability to utilize them for business needs **What do you dislike about Avaya Contact Center?** Sometimes depending on the screen resolution it can be difficult to click to dial numbers on the screen. Sometimes it can cause a lag while in an inbound queue after hanging up on previous call could be 4-5mins before system realizes line is clear **What problems is Avaya Contact Center solving and how is that benefiting you?** Maximum call efficiency as well as utilizing high volume efficiency ### 13. Overrated, Overpriced, Over-Outsourced **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** August 31, 2018 **What do you like best about Avaya Contact Center?** I would have to say that my favorite feature was the color of the Avaya logo. I felt it was rather appropriate since my staff would often "see RED" (with anger). Always crashing, always failing, and most importantly, it was NEVER their fault... which is why the downtime would be hours if not days. **What do you dislike about Avaya Contact Center?** How much time ya got? It's an incredible waste of time and money. I can't believe I was duped into the "we come from AT&T" salespitch -- They come from AT&T in the same way that I come from George Washington! **Recommendations to others considering Avaya Contact Center:** do not do it. **What problems is Avaya Contact Center solving and how is that benefiting you?** The problems PRESENTED by Avaya far outweigh the benefits provided. Again, terrible terrible company with faulty software. ### 14. avaya **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** December 12, 2018 **What do you like best about Avaya Contact Center?** we loves all the options available the ability to transfer extensions to cell phones and be able to receive calls when where not at our desk and its easy to log in from other offices **What do you dislike about Avaya Contact Center?** The calls don't always show up in the voicemail's. **What problems is Avaya Contact Center solving and how is that benefiting you?** It is great for a growing company.Our company is growing and our employees are constantly moving locations. ### 15. Very good software. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** February 02, 2019 **What do you like best about Avaya Contact Center?** It's a very good software. Very reliable and much easier to use than previous softwares. Very minimal issues. **What do you dislike about Avaya Contact Center?** Does occasionally drop and requires a reboot. That's about it. **What problems is Avaya Contact Center solving and how is that benefiting you?** Effective call hanging. ### 16. Avaya--- Awesome Product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2019 **What do you like best about Avaya Contact Center?** Very easy to use for employees, customization is awesome **What do you dislike about Avaya Contact Center?** Device resets at times and need yo contact our help desk **What problems is Avaya Contact Center solving and how is that benefiting you?** Quick dial to departments make it more efficient ### 17. Easy & great system to use. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2019 **What do you like best about Avaya Contact Center?** The simplicity and ease of use with the system. **What problems is Avaya Contact Center solving and how is that benefiting you?** Answering calls from our customers whether it's a Service or Sales call. ### 18. Avaya in the Higher Education Workplace **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2018 **What do you like best about Avaya Contact Center?** I like the accessibility that Avaya products grants to my organization. We are also able to customize our dialing experience with Avaya, making our user experience more personal. **What do you dislike about Avaya Contact Center?** Sometimes Avaya works at a slower, glitchy rate. **What problems is Avaya Contact Center solving and how is that benefiting you?** This system allows us to reach our customers in a faster, more effective way. It allows us to circulate customers through a dialer system to ensure we have the opportunity to connect with each of them. ### 19. Good Software **Rating:** 4.0/5.0 stars **Reviewed by:** Mohamed Lamine S. | CSA and Data Admin, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Avaya Contact Center?** It allows me to assign calls to my agents (im working in a call center), we have french, english, spanish and several other languages. In order to avoir French calls to be taken by a spanish agent i use this software as well as Avaya Phones. Its a good gift for my business. **What do you dislike about Avaya Contact Center?** Sometimes the phones restart themselves due to lost of connectivity. **What problems is Avaya Contact Center solving and how is that benefiting you?** Getting call directly from Europe to here Philippines. ### 20. 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. ### 21. Great system for multi-phone calls **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** June 26, 2018 **What do you like best about Avaya Contact Center?** Using the system is simple and all the shortcuts for the systems are on the monitor waiting to be clicked. There's no need to learn complicated steps and memorizing key functions, **What do you dislike about Avaya Contact Center?** Sometimes calls get dropped accidentally and transferring lines do not go through but it's rare. Logging in can be tricky as well the first time setting-up the program. **Recommendations to others considering Avaya Contact Center:** Have time set aside before going live in using the system to work out any kinks and problems. This way, the company can anticipate problems and fix them before going live. **What problems is Avaya Contact Center solving and how is that benefiting you?** In an office environment where several thousand phone calls are taken daily, this system can delegate phone calls and estimate wait times very well for callers on-hold. ### 22. Avaya IP Office - Enabling a mobile workforce **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Aviation & Aerospace | Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2018 **What do you like best about Avaya Contact Center?** This sends voicemails to your email. This feature is very useful for offices that want to enable employees to be mobile. With government users, this feature is essential to the tele-working workforce. **What do you dislike about Avaya Contact Center?** The Headset is difficult to enable. User in my office usually have to enlist the help of the IT office. Users should be able to plug and play for headsets. **Recommendations to others considering Avaya Contact Center:** If your company has the resources to procure Avaya IP Office, I would highly recommend this software. This enables a mobile workforce without requiring users to go through in-depth training for use. **What problems is Avaya Contact Center solving and how is that benefiting you?** The challenge of enabling a mobile workforce are much easier using Avaya IP Office. Communications are much better with a system that enables you to receive calls and manage voicemail without having to be physically near your desk phone. The benefit of having voicemail forwarded to your email allows you to listen to your voicemail directly on your computer. ### 23. Great for large office use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2018 **What do you like best about Avaya Contact Center?** Ease of use and great for conference calls. **What do you dislike about Avaya Contact Center?** Sometimes the system would go down periodically. **Recommendations to others considering Avaya Contact Center:** Good product. **What problems is Avaya Contact Center solving and how is that benefiting you?** Conference calls, cold calling, international calls. ### 24. Great for business communication **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** June 28, 2018 **What do you like best about Avaya Contact Center?** The simplicity of it is amazing. I love how all options are easy to find. There are no confusing buttons or sequences you need to remember. It makes communication within a group amazing and I love how easy it is to transfer calls. **What do you dislike about Avaya Contact Center?** We can get locked out a lot and if the system is turned off, it takes a while to come back up. **Recommendations to others considering Avaya Contact Center:** It is a fantastic tool to use when trying to step up the phone and video communication in the office. **What problems is Avaya Contact Center solving and how is that benefiting you?** The communication in our office has improved 100 times. We can easily get in touch and see each other at any time. ### 25. It's a great phone tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2018 **What do you like best about Avaya Contact Center?** I liked that I can use the VoIP phone to make and receive calls and not need a bulky phone on my desk **What do you dislike about Avaya Contact Center?** Sometimes it would drop calls and they would make it hard for me to hear my customers **Recommendations to others considering Avaya Contact Center:** I recommend having a good headset when using avaya and a good internet connection for the best quality phone calls. **What problems is Avaya Contact Center solving and how is that benefiting you?** Being able to use a VoIP phone from my work computer and not needing to have a bunch of phones and cord hanging around the desk that people could trip on. ### 26. Avaya Aura usage **Rating:** 5.0/5.0 stars **Reviewed by:** Renata K. | Business Analyst II, Medicare & SNP Product, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** June 26, 2018 **What do you like best about Avaya Contact Center?** I really enjoy Avaya Aura's unified communications and contact center capabilities which can be accessed by third party solutions through a rich set of standards-based APIs and Web services provided by Avaya Breeze. **What do you dislike about Avaya Contact Center?** I have no complaints, it does everything it needs to do. **What problems is Avaya Contact Center solving and how is that benefiting you?** I need a powerful and reliable contact solution that can handle all types of customer communications and deliver a very personalized and positive experience. ### 27. Avaya review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** December 09, 2018 **What do you like best about Avaya Contact Center?** Linked in calls to most systems. Easy to use system **What do you dislike about Avaya Contact Center?** Drop outs and freezing up. Lags most time **What problems is Avaya Contact Center solving and how is that benefiting you?** Technical support rep ### 28. Works good but has it's issues **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 25, 2018 **What do you like best about Avaya Contact Center?** I was able to work from home using avaya phone **What do you dislike about Avaya Contact Center?** Reception issues that could be internet related **Recommendations to others considering Avaya Contact Center:** It's great for call centers I would recommend you have a good internet service to use it and a good head set to get the best quality calls. **What problems is Avaya Contact Center solving and how is that benefiting you?** Not having to work in a actual call center and being able to work remotely and solve customers issues over the VoIP phone. This allows remote customer service agents like myself to make calls without having to pay for our own phone service. ### 29. Avaya One-X **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2018 **What do you like best about Avaya Contact Center?** Integrates well with AVAYA phone and CRM software **What do you dislike about Avaya Contact Center?** dated design and interface. Not easily set up by layman. **What problems is Avaya Contact Center solving and how is that benefiting you?** Efficiency and security of inbound calls ### 30. Every day use at its finest **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2018 **What do you like best about Avaya Contact Center?** Avaya makes it easy to connect with people in other offices/states and allows you to add multiple people. I didnt have to be in front of my computer, I was able to use my cell phone or tablet. **What do you dislike about Avaya Contact Center?** Sometimes having the video blur a little, could also be bad reception, but that can be a little annoying when you are talking business and you have to keep pausing or waiting for it to come back in the clear. **Recommendations to others considering Avaya Contact Center:** If your working in an industry where you dont really have an office and kind of work on your own accord when and where you want to, its definitely a product to consider for your company. **What problems is Avaya Contact Center solving and how is that benefiting you?** Ability to speak with clients wherever they are and whenever. It makes working much easier and gives you the ability to be mobile. ### 31. great user experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2018 **What do you like best about Avaya Contact Center?** the way it interacts and help communications improve **What do you dislike about Avaya Contact Center?** that sometimes depending on internet connectivity it get stuck **Recommendations to others considering Avaya Contact Center:** its a simple communications tool **What problems is Avaya Contact Center solving and how is that benefiting you?** office communications and lower phone bill ### 32. Log ins/outs made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wireless | Enterprise (> 1000 emp.) **Reviewed Date:** June 16, 2018 **What do you like best about Avaya Contact Center?** I like the ease it is to get crucial info to help monitor stats and ensure proper timekeeping **What do you dislike about Avaya Contact Center?** At times it can be difficult to get some server names and numbers **What problems is Avaya Contact Center solving and how is that benefiting you?** Log in and maintain of phone systems to ensure reps are accurately taking calls and are able to utilize the phone systems. ### 33. 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. ### 34. Avaya user **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** June 12, 2018 **What do you like best about Avaya Contact Center?** How easy it is to use from home or at work **What do you dislike about Avaya Contact Center?** Sometimes when you log in it acts like you are already on a call and you need to hang up. **What problems is Avaya Contact Center solving and how is that benefiting you?** Working from home is extremely easy to connect and handle calls through the computer. ### 35. 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 ### 36. Good materials to communicate **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2018 **What do you like best about Avaya Contact Center?** Simple, reliable, easy to understand, many advance function **What do you dislike about Avaya Contact Center?** a bit too big, the design is from 1990, need to be a bit redesign and have more intuitive functionality **Recommendations to others considering Avaya Contact Center:** its a pretty basic Tools but very reliable, if it is what you are looking for. Work with your desktop and actual phone altogether. **What problems is Avaya Contact Center solving and how is that benefiting you?** none, i'm only contacting my colllegues thru this ### 37. Avaya IP Office **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** July 20, 2018 **What do you like best about Avaya Contact Center?** Avaya IP Office is an administration program used to administer your users IP phones. It is easy to administer and easy to use. **What do you dislike about Avaya Contact Center?** Avaya IP Office doesn't let you run reports. which would be very handy to use if you needed to find out who is assigned license. **What problems is Avaya Contact Center solving and how is that benefiting you?** Administrating our users IP phones. ### 38. Sometimes it likes you, sometimes it doesnt **Rating:** 3.5/5.0 stars **Reviewed by:** Jacqueline k. | Resolution Specialist, Pharmaceuticals, Enterprise (> 1000 emp.) **Reviewed Date:** December 27, 2017 **What do you like best about Avaya Contact Center?** I like how easy it is to login to the system. **What do you dislike about Avaya Contact Center?** Our program is constantly resetting itself. If you don't use it within 20 minutes it times out and resets. **Recommendations to others considering Avaya Contact Center:** Be prepared for it to freeze alot. I've been working with this program for nearly 5 years and all it does is reset itself over and over between freezes. **What problems is Avaya Contact Center solving and how is that benefiting you?** It's a great way to help direct our external calls. Very easy to use ### 39. 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 ### 40. Good for remote work **Rating:** 4.0/5.0 stars **Reviewed by:** Sean M. | Complaint Analyst, Medical Devices, Enterprise (> 1000 emp.) **Reviewed Date:** January 26, 2018 **What do you like best about Avaya Contact Center?** I like that it enables me to work from home when I need to. **What do you dislike about Avaya Contact Center?** It can be hard to navigate settings and troubleshoot issues. **What problems is Avaya Contact Center solving and how is that benefiting you?** When we are unable to get to the office for a variety of reasons, Avaya allows us to still accomplish work and be there for our customers. ### 41. Industry leader in voice communication **Rating:** 4.5/5.0 stars **Reviewed by:** Juan V. | Technical Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2018 **What do you like best about Avaya Contact Center?** Avaya Aura platform is the most stable and feature rich communications platform out there. **What do you dislike about Avaya Contact Center?** Administering can be a challenge for newcomers, but once you master it you will love it. **What problems is Avaya Contact Center solving and how is that benefiting you?** Communications and collaboration and costumer service. ### 42. Great phone system **Rating:** 4.0/5.0 stars **Reviewed by:** KRISTAL T. | Supply Chain Associate, Consumer Goods, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2018 **What do you like best about Avaya Contact Center?** Being able to work mobile being hands free from landline phones. This system allows our company to have at home agents. **What do you dislike about Avaya Contact Center?** Sometimes the system would close out by itself on occasions. **What problems is Avaya Contact Center solving and how is that benefiting you?** Being able to work from home. This helps when their is increment weather. ### 43. I have never presented using Avaya, but I have been a part of Avaya meetings. **Rating:** 3.5/5.0 stars **Reviewed by:** Wannida L. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2018 **What do you like best about Avaya Contact Center?** It is easy to use, easy to conduct meetings when you need to demonstrate something. **What do you dislike about Avaya Contact Center?** Can be slow and unresponsive, sometimes it times out **What problems is Avaya Contact Center solving and how is that benefiting you?** Easy to do business meetings when needed to demonstrate something ### 44. Good, easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2018 **What do you like best about Avaya Contact Center?** Avaya was easy to use and I had little complications with it. **What do you dislike about Avaya Contact Center?** There is not much I disliked, I think the worse thing that happened was it froze up one time. **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya is how we connected with all clients. I have found that it is a good way that provides information to us easily, and the ease of use is great. ### 45. Great Program **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Enterprise (> 1000 emp.) **Reviewed Date:** June 26, 2018 **What do you like best about Avaya Contact Center?** I liked that it was easy and user friendly. **What do you dislike about Avaya Contact Center?** There was nothing I would said I disliked about it **What problems is Avaya Contact Center solving and how is that benefiting you?** It's helped me stay in better connection with my contacts. ### 46. Love the Avaya Phone System **Rating:** 4.0/5.0 stars **Reviewed by:** Nicole D. | Customer Service Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Avaya Contact Center?** I love how there are so many options available on the phone, most are very easy to use and navigate. The phone is updated with the best software and there are never any problems with disconnections. **What do you dislike about Avaya Contact Center?** I wish there was an easier way to conference a call and join the two callers together. Sometimes it hangs up on caller. **Recommendations to others considering Avaya Contact Center:** I feel you would be making the right choice by choosing Avaya Aura because it's a brand that you can count on and know that you're making the right choice for your company or for your self. **What problems is Avaya Contact Center solving and how is that benefiting you?** I feel it works great for a busy call center, the calls are clear and the phone lines are always connecting with ease. ### 47. 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 ### 48. Avaya Aura - Academics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** October 12, 2017 **What do you like best about Avaya Contact Center?** I am a user of their phone product at Midwestern University. I like that the phones are easy to use, it's simple to set up, and cam store my custom directory of numbers often dialed. **What do you dislike about Avaya Contact Center?** We've lost power to the phones when our electricity went out briefly since it's an IP connected phone. That was inconvenient, but the pros far outweigh this con. **Recommendations to others considering Avaya Contact Center:** An awesome product to make life in a large infrastructure organization easier to communicate with one another without bogging down E-mail. **What problems is Avaya Contact Center solving and how is that benefiting you?** The phone is more efficient than a regular multiline phone. Transferring calls is much easier than the phones we had prior. Our I.T. Department has access to the whole suite which they use to send us messages rather than an Email if there's a system or portal outage. I only have access to the phone system and use the phone. ### 49. Nothing it can’t do **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2018 **What do you like best about Avaya Contact Center?** Power users will love the broad features **What do you dislike about Avaya Contact Center?** User interface is confusing for first time users — it’s not always obvious where to go or what to click when you need to make an unusual type of transfer. **Recommendations to others considering Avaya Contact Center:** Best when used with high volume of people **What problems is Avaya Contact Center solving and how is that benefiting you?** I use this program in a call center environment. I’ve found the broad range of functions make it a good candidate for this purpose, but there might be a less confusing options for non-power users. ### 50. Awesome product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** January 29, 2018 **What do you like best about Avaya Contact Center?** My company first introduced us to avaya in Nov 2017 after switching is from a previous client. In the past, i have had difficulty learning avaya products but this one is different. It seems so easy to use and it was a piece of cake and so easy to learn **What do you dislike about Avaya Contact Center?** Nothing. So far from what I know of the product it’s easy to use. **What problems is Avaya Contact Center solving and how is that benefiting you?** Working from home connectivity - [View Avaya Contact Center pricing details and edition comparison](https://www.g2.com/products/avaya-contact-center/reviews?page=3&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-19+05%3A07%3A17+-0500&secure%5Bsession_id%5D=3dc1d1e7-ea09-4c54-a95e-ac9e865799af&secure%5Btoken%5D=73ac07495b1ef8d56e222103c395dd99994a2c4942737a67559236ba400cf507&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 (2,451 reviews)