--- 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: '2026-07-17' 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. User-Friendly Platform, But Outdated Appearance **Rating:** 4.0/5.0 stars **Reviewed by:** Athena M. | Team Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Avaya Contact Center?** It is an easy to use platform. No complicated features. **What do you dislike about Avaya Contact Center?** The color and appearance looks obsolete. **What problems is Avaya Contact Center solving and how is that benefiting you?** My team takes inbound and outbound calls through Avaya. We are able to resolve our client's customer complaints and feedback. Avaya is integrated with our other platform such as capturing the aux or current state of work of my agents and imports it to our payroll system. This streamlines the process of logging in the team's work hours. ### 2. Value for money **Rating:** 5.0/5.0 stars **Reviewed by:** Gandhi S. | Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2025 **What do you like best about Avaya Contact Center?** Flexibility and mobility, Robust Features **What do you dislike about Avaya Contact Center?** experiencing the authentication erros frequently **What problems is Avaya Contact Center solving and how is that benefiting you?** it helped to resolve the issues related to poor call quality and authentication errors. ### 3. Great Enterprise Voice and Reporting, but Deployment Is Complex **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Avaya Contact Center?** Strong in enterprise voice and reporting. **What do you dislike about Avaya Contact Center?** Complexity in deployment, configurations and integrations **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya Experience Platform is an all in one customer experience platform connecting multichannel touch points with strongest being voice connections ### 4. Avaya Reviews **Rating:** 3.0/5.0 stars **Reviewed by:** Abigail D. | email support, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2025 **What do you like best about Avaya Contact Center?** We do inbound and outbound calls in any locations **What do you dislike about Avaya Contact Center?** Always lagged error in authentication and static line **What problems is Avaya Contact Center solving and how is that benefiting you?** We do inbound ang outbound calls ### 5. Avaya AEP **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** March 05, 2024 **What do you like best about Avaya Contact Center?** Although, Avaya is the late entrant in CCAAS Platform. With AXP, They have competent solution and Feature sets in place which is at par with Nice CX-One and Genesys. Avaya AXP is flexible and with Verint WEM , It has solid feature set offerings in place for Speech analytics, WFM, Knowledge base, Feedback Management and many others. **What do you dislike about Avaya Contact Center?** They should host AXP and Verint WEM modules in the same cloud. Hybrid approach is little tricky. **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya AXP has good feature sets at a very competitive price. The support is amazing as always. Easy to integrate and manage.We can easily scale up and scale down as per business requirements. ### 6. Key tool for customer service & Deeper Relationship **Rating:** 4.5/5.0 stars **Reviewed by:** Naveen G. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2023 **What do you like best about Avaya Contact Center?** AVAYA Experience platform is a competitive tool that connects customers, clients and employees for better experience and reach. Its multiple attributes provide an excellent experience for a business to grow in the right direction. Here we can deal with customers and employees with one solution. **What do you dislike about Avaya Contact Center?** Nothing much to dislike, but one thing that stood out is that the UX could be much better. The use of this overall is excellent, but I feel it could be much more user-friendly and interactive. **What problems is Avaya Contact Center solving and how is that benefiting you?** Avaya Experience platform has become a comprehensive solution for customer interaction in a better and more advanced way. Alongside employee interaction as it becomes a back office and public face as well. It has a very manageable cloud service as it is based on CaaS. ### 7. Avaya **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah Jane C. | Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Avaya Contact Center?** It quickly adapts to the changes made or setting made on the tool so it will be integrated accordingly to our Ipscape tool. Very convenient for us and the agents as well. **What do you dislike about Avaya Contact Center?** I think it occassionally loads in reading the device such as headsets or earphones taht are being connected to the PC. Sometimes I would need to reconnect it again to make sure that the headset will have a proper sound **What problems is Avaya Contact Center solving and how is that benefiting you?** It solves to be connected to Ipscape for the agents to receive the calls properly ### 8. Beyond excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Johanna Sugar S. | Customer service representative, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Avaya Contact Center?** I have been in my company for almost four years, and since then, we have been using Avaya, which helps us all reach out to our customers and is very easy to navigate. **What do you dislike about Avaya Contact Center?** Avaya is good, but sometimes we experience latency, which is considerably normal as we also experience with other tools **What problems is Avaya Contact Center solving and how is that benefiting you?** Whenever we have customers asking for assistance towards their credit information, by using Avaya we can help them with their concerns and it helps me in away that its giving me a job. ### 9. this is a very transparent and easy access tool **Rating:** 5.0/5.0 stars **Reviewed by:** Princess R. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Avaya Contact Center?** I like that it is very easy to utilize. You can easily log in to it. **What do you dislike about Avaya Contact Center?** I just noticed that sometimes, it has problem when connecting the device (headset). It doesn't connected sometimes. **What problems is Avaya Contact Center solving and how is that benefiting you?** It solved the problem about trouble connecting our devices easily to us. we can also move to other stations easily or without have tools password/ log in reset ### 10. Pick Up Your Phone on Your Computer **Rating:** 4.5/5.0 stars **Reviewed by:** Evan C. | Design Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2022 **What do you like best about Avaya Contact Center?** I work at a computer all day and almost never get calls from an external source. However, when I do, Avaya is integrated directly into my computer, so I can pick up an external directly on my computer rather than needing to pick up an office phone. **What do you dislike about Avaya Contact Center?** It took a little time to integrate into our systems. There were also some bugs causing Avaya to interrupt Microsoft Teams calls, but we have since figured out how to work around that issue. **What problems is Avaya Contact Center solving and how is that benefiting you?** Everyone in our company works almost entirely on the computer. We don't need to have physical phones at our desks anymore, but we got to keep all the same phone numbers our company has had for years. Very clean solution that makes a lot of sense for our kind of work. - [View Avaya Contact Center pricing details and edition comparison](https://www.g2.com/products/avaya-contact-center/reviews/avaya-contact-center-review-8168202?target=blank&rel=nofollow§ion=pricing&secure%5Bexpires_at%5D=2026-07-18+12%3A43%3A53+-0500&secure%5Bsession_id%5D=d443a8fc-920b-4af6-a131-e765190eb44b&secure%5Btoken%5D=13338edddf736e392ac7360814d2dc0f6d2dd0a13c724af85c1668407bb2b1e7&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)