What I like most about Avaya Contact Center is how it makes communication with customers easier and more organized. It helps customer service teams handle calls, emails and customer enquiries without too much difficulty. I find its call routing feature particularly helpful because it directs customers to the right people, saving time and reducing unnecessary delays. It also makes it easier for employees to work together and respond to customers more quickly. Another good thing is that it provides reports that help the organization understand how well the team is performing and where improvements are needed. Overall, I think Avaya Contact Center makes daily work easier, improves communication and helps customers get the support they need. It is a useful tool for any organization that values good customer service and wants to create a better experience for its customers. Review collected by and hosted on G2.com.

Avaya Contact Center is powerful, but it feels old and heavy compared to modern cloud platforms.

What I dislike most is the complexity. Setup, routing, and reporting require specialist skills, and simple changes often need an admin or partner. The interface looks dated, navigation is clunky, and agent desktop tools feel slow compared to Genesys, Five9, or Amazon Connect.

Upgrades and patches are another pain. On-premise deployments need planned downtime, testing, and licensing headaches. Costs add up quickly with hardware, maintenance, and add-on modules for AI, analytics, or omnichannel.

Reporting is strong but not intuitive. Building custom dashboards takes time, and real-time data can lag. Integrations with CRM systems like Salesforce work, but often need middleware and custom work.

Finally, support can be slow and inconsistent, especially for smaller customers. Avaya works well at scale, but for agility, ease of use, and innovation, it often feels behind despite its reliability. Review collected by and hosted on G2.com.