Avaya Contact Center Reviews & Product Details

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.

Seller

Avaya

Discussions

Avaya Contact Center Community

Solution Type

All-in-One

Overview by

James Archer

Used by Accenture and 2 others

Beta

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

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Avaya Contact Center Integrations

(18)

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Charles P.

Airport Ground Handling Services Apprentice

Small-Business (50 or fewer emp.)

10/7/2026

"Effective Customer Service Management System"

5/5

What do you like best about Avaya Contact Center?

What I like best about Avaya Contact Center is its ability to manage customer interactions efficiently across different communication channels. Its user-friendly interface helps agents handle customer enquiries, manage calls, and respond to customers in an organised manner. I also appreciate its call routing capabilities, reporting tools, and integration potential with other business systems. These features can help improve agent productivity, reduce customer waiting times, and enhance the overall customer experience. With proper implementation, training, and support, Avaya Contact Center can provide good value for organisations looking to improve customer service operations. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

One area that could be improved is the user interface, which can feel complex for new users and may require additional training before agents can use all its features effectively. Integrating the platform with third-party CRM systems and other business applications could also be more straightforward, with clearer setup procedures and better compatibility. Additionally, reporting and analytics could be improved by providing more customisable dashboards and real-time insights into agent performance and customer interactions. Simplifying the onboarding process, improving self-service support resources, and offering more transparent pricing would make the platform easier to adopt and manage, particularly for organisations with limited IT resources. Review collected by and hosted on G2.com.

What problems is Avaya Contact Center solving and how is that benefiting you?

Avaya Contact Center helps address challenges in customer service, particularly managing high volumes of customer enquiries, routing calls to the appropriate agents, and organising customer interactions. Without a centralised contact centre solution, handling enquiries can become time-consuming, and customers may experience longer waiting times. The platform provides tools for managing incoming calls, monitoring agent performance, and reviewing service reports. These capabilities can help improve workflow organisation, increase agent productivity, and support more consistent customer service. Its reporting features also help management identify service bottlenecks and areas that require improvement. Overall, the platform can help organisations manage customer communications more efficiently and make better-informed operational decisions. Review collected by and hosted on G2.com.

Kaustuv B.

Forward Deployed Engineer

Small-Business (50 or fewer emp.)

10/8/2026

"Great for Remote Agent Quality and Coaching"

4.5/5

What do you like best about Avaya Contact Center?

I like using Avaya Contact Center because it helps me ensure that my agents are maintaining quality standards. The silent whisper feature is really handy for coaching agents without customers hearing. I don't have to micromanage my employees, and it reduces their stress knowing I have their back. The dashboard and live monitoring are particularly useful, and I get instant visibility into agent status and queue metrics. It's definitely a treat to work with. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I think the dashboard could be more intuitive, and the licensing structure is a bit complicated for my taste. I'd prefer more flexible and transparent pay-as-you-go models, as I really dislike the module-based addon fees. Also, there are some audio degradation issues that could use improvement. Review collected by and hosted on G2.com.

What problems is Avaya Contact Center solving and how is that benefiting you?

I use Avaya Contact Center to maintain remote agent quality standards. It reduces micromanagement, eases stress, and provides real-time monitoring. The silent whisper feature helps in coaching agents, and the dashboard offers instant visibility into agent status and queue metrics. Review collected by and hosted on G2.com.

Alec S.

CEO of a call centre

Small-Business (50 or fewer emp.)

10/13/2026

"Amazing for Many Projects and Easy to Recommend"

4/5

What do you like best about Avaya Contact Center?

I find it amazing and it helps me with many projects, my family uses it and I also love it. I'm happy to show it to my associates as well so that we can. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

There's nothing that I hate really except for the network connection. It fails to login sometimes, but other than that, everything is likable. Review collected by and hosted on G2.com.

Roman M.

Asesor comercial

Small-Business (50 or fewer emp.)

10/5/2026

"Avaya Contact Center: Easy, User-Friendly, and Reliable"

5/5

What do you like best about Avaya Contact Center?

It is easy to use, very user-friendly, and works perfectly for any type of work. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I have not experienced any significant problems with Avaya Contact Center. It has worked reliably for my needs, so I do not have a major criticism to report at this time. Review collected by and hosted on G2.com.

Radip M.

MEAL Coordinator

Small-Business (50 or fewer emp.)

10/7/2026

"Effortless Smart Routing That Boosts First-Call Resolution"

4.5/5

What do you like best about Avaya Contact Center?

Effortlessly directs customers to the exact agent best equipped to handle their specific issue based on language, expertise, or customer history, drastically improving first-call resolution. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

Well, sometimes customer support gets laggy, that's very understandable Review collected by and hosted on G2.com.

What problems is Avaya Contact Center solving and how is that benefiting you?

It has solved the risk of communication drops during high-volume spikes, with value-for-money, user-friendly services. The benefit to businesses is uninterrupted revenue and trust, ensuring that critical operations (like banking or healthcare hotlines) remain continuously accessible. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Enterprise (> 1000 emp.)

10/15/2026

"Simple, Error-Free Application Process"

5/5

What do you like best about Avaya Contact Center?

The application process was simple and easy to complete, and I didn’t run into any trouble. The questions were clear and straightforward. I was able to apply using my resume, and everything populated correctly without any errors. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I have no complaints so far and look forward to the opportunity to move forward in the application 42. I do also recommend some of the boxes be made more mobile friendly for typing. Review collected by and hosted on G2.com.

ryan j.

Scheduling Coordinator

Mid-Market (51-1000 emp.)

10/7/2026

"Rock-Solid Reliability, but a Clunky, Outdated UI"

3.5/5

What do you like best about Avaya Contact Center?

When I worked at AAA, we used two forms for our phones and Avaya was more consistent and never really went down. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I disliked the UI it was very clunky and looked outdated. Review collected by and hosted on G2.com.

Verified User in Human Resources

Small-Business (50 or fewer emp.)

10/7/2026

"Easy Setup and User-Friendly Interface"

5/5

What do you like best about Avaya Contact Center?

I like Avaya Contact Center because it's easy to use. The initial setup was straightforward, and this simplicity matters a lot to me. Also, I think it might be more cost-effective than other options, which is a bonus. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

I think Avaya Contact Center could improve by adding the ability to text. Right now, it's missing that feature, which would be nice to have. Review collected by and hosted on G2.com.

Athena M.

Team Leader

Small-Business (50 or fewer emp.)

10/16/2025

"User-Friendly Platform, But Outdated Appearance"

4/5

What do you like best about Avaya Contact Center?

It is an easy to use platform. No complicated features. Review collected by and hosted on G2.com.

What do you dislike about Avaya Contact Center?

The color and appearance looks obsolete. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.