Overall
4.6
Get Pricing
Visit Website

Avaya

Avaya Verified Reviews & Ratings

Santa Clara, California
What is Avaya? Avaya is a multinational business communications company that is known for its desktop phones, multimedia devices,...
2000
Year Founded
98%
Recommend It
40
User Reviews
Get Pricing
Get Pricing
Request Demo
Visit Website

Good once you get the thing going, that…

Good once you get the thing going, that may be a faster way but it works good and covers a lot of devices for communication Via Capterra with permission from Avaya

Good once you get the thing going, that may be a faster way but it works good and covers a lot of devices for communication

Via Capterra with permission from Avaya

Pros: Coming from the telecommunications field this was a nice update for a convergence office. Lots of features and functionality, avaya does. Ot let you down.
Cons: Can be a task to Install and use, you have to understand the back end of it, but once you have it up its great.
Would Recommend: Yes

In my company, we used Avaya IP Office….

In my company, we used Avaya IP Office. The configuration is simple and quick. It needs no resources, so it works efficiently with the network. You have a softphone to reach you, even if you’re not at your office. I use the 1120E IP telephone version Via G2 with permission from Avaya

In my company, we used Avaya IP Office. The configuration is simple and quick. It needs no resources, so it works efficiently with the network. You have a softphone to reach you, even if you’re not at your office. I use the 1120E IP telephone version

Via G2 with permission from Avaya

Pros: In reality the interface for managing end-users was what we really like about this product. It is useful for mobility. - body can call you and chat, even if you are not at your desk via softphone.
Cons: This offers no warning if the line is busy. Mobile phones can do this for starters. This should also be available at Avaya IP. At times it didn't work correctly, it was a restart like an assembly that we had to do.
Would Recommend: Yes

The interface is very easy and basic….

The interface is very easy and basic. The help and incoherence can often be irritating. The Avaya IP Office solves problems related to phone and call volume. It is very difficult to maintain all sites simultaneously when only phones were used for CSRs. Avaya made problems of the device considerably simpler from site to site. Via G2 with permission from Avaya

The interface is very easy and basic. The help and incoherence can often be irritating.

The Avaya IP Office solves problems related to phone and call volume. It is very difficult to maintain all sites simultaneously when only phones were used for CSRs. Avaya made problems of the device considerably simpler from site to site.

Via G2 with permission from Avaya

Pros: Availability of conference call, mode choice DND (Do not disturb), telephone directory applications etc are useful. Value of voice is fine.
Cons: I can say that it gets stuck sometimes because LAN problems and resume time is a little bit long (1-2 minutes) The conference option is confusing.
Would Recommend: Yes

I have been using this software for the…

I have been using this software for the past 4 years. It does have its cons but it’s a great program. Easy to use and navigate. You can have a great And effective conversation with your clients. Very reliable and when the system goes down it’s back up in no time. Via Capterra with permission from Avaya

I have been using this software for the past 4 years. It does have its cons but it’s a great program. Easy to use and navigate. You can have a great And effective conversation with your clients. Very reliable and when the system goes down it’s back up in no time.

Via Capterra with permission from Avaya

Pros: My overall experience has been great I'm able to call my clients and complete my case load.
Cons: Things I least like is when the system is down it's hard to place calls. Sometimes the service is not good and there is a lot of interference during calls.
Would Recommend: Yes

Overall we are happy with the product…

Overall we are happy with the product and find that it does what we need it to. Via Capterra with permission from Avaya

Overall we are happy with the product and find that it does what we need it to.

Via Capterra with permission from Avaya

Pros: I like the customization of the software, however it is not simple to navigate. It has worked well for us for 4 years now. The phones are easy to use and now that everything is setup it is easy to make necessary changes.
Cons: I did not like how difficult the process seemed to be to setup and navigate the software to customize it how we wanted it.
Would Recommend: Yes

It is a pretty simple and basic…

It is a pretty simple and basic interface. The support and occasional inconsistencies can be annoying at times. Mostly receiving and outgoing calls from my workplace. Organizing and working though many calls with my team. Via G2 with permission from Avaya

It is a pretty simple and basic interface. The support and occasional inconsistencies can be annoying at times.

Mostly receiving and outgoing calls from my workplace. Organizing and working though many calls with my team.

Via G2 with permission from Avaya

Pros: The user interface is pretty simple, it took me 10 minutes to get used to it. Most of the options and inputs were well thought and designed. The customization of the interface was also simple and easy to get used to.
Cons: The interface acted really weird at times like log me out of phones for no reason, calls would get dropped as well. This happened rarely though, so not a big deal. The interface would act really slow and take some time to open an option at times.
Would Recommend: Yes

Overall: Having a good phone system…

Overall: Having a good phone system installed has really helped our business. We are able to connect our remote workers instantly with contractors and clients who otherwise, we would have to take messages for or redirect which more often then not results in messages being lost or delayed or the caller not bothering to call a second or third number to get to the person they want, we can connect them straight away. I would say this is the biggest benefit of having this kind of system and it’s affordable as well. Via Capterra with permission from Avaya

Overall: Having a good phone system installed has really helped our business. We are able to connect our remote workers instantly with contractors and clients who otherwise, we would have to take messages for or redirect which more often then not results in messages being lost or delayed or the caller not bothering to call a second or third number to get to the person they want, we can connect them straight away. I would say this is the biggest benefit of having this kind of system and it’s affordable as well.

Via Capterra with permission from Avaya

Pros: It's really easy to use and you can program it from a computer to do all sorts of things! I really like the intercom function, which when you're busy and need to work hands free, it's a very useful tool to have in my role when speaking with colleagues about quick queries and you can easily switch to more private calling by simply picking up the receiver. I like that you can input lots of different numbers, both internal and external which you can transfer calls to, so even if you want to transfer an external call to an external mobile number, it's simple to achieve.
Cons: There isn't much not to like about the phone system to be fair, however if I was really nit picking I would say there are a lot of buttons and options to get to messages on the answer phone if you've already listened to them once and don't for heaven sake lose the customer support number, as you'll spend hours on the internet doing detective work trying to find it! otherwise, it's very good and the customer support is great.
Would Recommend: Yes

Having bridge calls, avaya helps to…

Having bridge calls, avaya helps to build a redundancy so we dont lose any call/connections. Can handle no. Of calls simultaneously. Via G2 with permission from Avaya  

Having bridge calls, avaya helps to build a redundancy so we dont lose any call/connections. Can handle no. Of calls simultaneously.

Via G2 with permission from Avaya

 

Pros: This Voip phone system is configured for different business according to their requirements. Provided external calling, international dialing, provides historical data, seamless interactions. Efficient to use in BPOs and call censersres.
Cons: No way to mute the ring when its rininging. Sometime issues with power outages. Its a bit challenging when conferencing calls . Resolving issues with avaya helpdesk is a bit challenging task.
Would Recommend: Yes

Great tool easy to handle once the…

Great tool easy to handle once the experience is gain. I wish it was a little bit more simple. I like that you can measure or keep track of time, very well with this program. An excellent choice for a company who want the most of its employees. Via Capterra with permission from Avaya. 

Great tool easy to handle once the experience is gain. I wish it was a little bit more simple. I like that you can measure or keep track of time, very well with this program. An excellent choice for a company who want the most of its employees.

Via Capterra with permission from Avaya. 

Pros: None.
Cons: Even with its greatness, this program as any other has its drawback; that is that the tome keeping is so precise, it can get confusing as well. Some functions at first are hard to understand.
Would Recommend: Yes

Overall Avaya is what allows us to make…

Overall Avaya is what allows us to make calls within and outside of our organization, and without it, we wouldn’t be able to do our jobs at all. No other program on the market is quite like Avaya. Via Capterra with permission from Avaya

Overall Avaya is what allows us to make calls within and outside of our organization, and without it, we wouldn’t be able to do our jobs at all. No other program on the market is quite like Avaya.

Via Capterra with permission from Avaya

Pros: I like that Avaya runs well and does not have many issues or crashes; Overall functionality is great. I like the ease of use with initiating conference calls or a video calls. With my line of work, we need a consistent and reliable communications program, and Avaya definitely has all that we are looking for.
Cons: Avaya call audio can sometimes be terrible, especially when used through a Virtual Private Network. Connection to Avaya can be on the slow side taking 15-20 seconds to fully connect when the program is started. Connection errors sometimes happen with Avaya and our extension numbers (though, to be fair, not sure if that is the program or the VPN.) Another con I would have to say is the initial setup (putting in server address, port configuration, enter extension number, password, etc.,) it can be a daunting setup process if you have to start over.
Would Recommend: Yes
Loading...
Provider Overview

What is Avaya?

Avaya is a multinational business communications company that is known for its desktop phones, multimedia devices, conference phones, and wireless headsets. In addition to these products, the company also serves as a provider for communications platform as a service (CPaaS), contact center as a service (CCaaS), and unified communications as a service (UCaaS) solutions.

As a result, Avaya is a reliable solution for those that are seeking an all-in-one option – you shouldn’t have any problems getting fully set up with a complete communications package. Their CPaaS APIs allow your team to add code to your applications so that customers reach your brand through multiple channels. These include voice, SMS, MMS, video, and chat. In addition, their other communications solutions for unified communications and contact centers also provide APIs and multichannel functionality so that you reach your customers on their preferred communications touch points. 

 

Overview of Avaya Features & Highlights

Outside of their hardware, Avaya has several options for businesses looking to embrace CPaaS and UCaaS. Here’s a look at some of the services that the company makes available for its customers:

Avaya OneCloud CPaaS 

OneCloud is Avaya’s dedicated communications API software for the incorporation of communications channels into your apps. Avaya says their platform allows users to “create apps without limits,” and this CPaaS solution does support SMS, MMS, voice, and messaging. Unlike other Avaya products, OneCloud has a single plan for all users that grants several functions for your apps. There’s even SIP integration for those customers with existing trunks.

OneCloud is REST API-based, and the software associated with the service allows you to buy numbers on demand. Here’s a look at all of the features and highlights of the service:

  • Local and toll-free dialing for inbound and outbound:
  • Inbound and outbound local SMS and MMS messaging 
  • Inbound and outbound toll-free SMS and MMS messaging
  • WhatsApp messaging
  • Local and toll-free virtual phone number with no provisioning required
  • Auto transcription of calls
  • One-click Google Contact Center integration
  • SIP integration
  • Automatic speech recognition as well as text-to-speech
  • Call recording and transcription
  • Audio conferencing
  • Voice changer for audio conferences
  • Customization for the background audio during conferences
  • Carrier services for those looking for insights on call origin and number segmentation
  • Contact tracing, which uses AI for information collection
  • Avaya Cloud Virtual Agent, which is a AI-enabled auto attendant system for smart call routing

 

Avaya Unified Communications

The critical benefit of Avaya Unified Communication is consolidation. This service ties calling, messaging, meetings, and team collaboration into a single application. Like most UC services, this increases productivity and opens up the lines of communication for colleagues and customers. The service also has enterprise-grade security features like transport layer security (TLS) and data encryption, which is essential for mitigating VoIP security risks.

Here’s a look at some of the features that are available through Avaya’s UC service:

Essential Business Power
Cloud-based voice calling Salesforce, Google, and Skype Business integrations Advanced analytics
Virtual meeting spaces Customizable reporting system API integrations
Instant messaging Cloud storage Advanced user management
Single app for communications Dedicated fax number
Mobile application
Web portal
Print-to-fax

*All plans include the default features from the previous tier

 

Avaya Spaces

Avaya Spaces is designed for smaller businesses, which is why they have a freemium plan for those that don’t need a wealth of features. For example, at their base tier, they have audio conferences for up to 50 attendees. The Business and Power tiers are very low priced, as you’ll see in the pricing section, but these plans have all of the features of Essential with increased participant counts and no caps on file sharing.

Here’s a look at the key features of each plan:

Essential Business Power
Voice-only conferences for up to 50 participants Voice-only conferences for up to 200 participants Voice-only conferences for up to 500 participants
Application and desktop sharing Unlimited file sharing Meeting recording features
Video calling for two participants  User management by domain Dial-in meeting access
Chat and messaging for teams
One gigabyte of file sharing
Slack, Google Calendar, Outlook, Microsoft Teams integrations
Task management

*All plans include the default features of the previous plans

 

Avaya Cloud Office by RingCentral

Avaya’s partnership with UC provider, RingCentral was announced late last year in October, and since then they’ve fully unveiled their Avaya Cloud Office UC service. Like with RingCentral Pricing, Avaya Cloud Office offers four distinct plans that include Essentials, Standard, Premium, and Ultimate. Each of these charge per user, per month, and are designed with teams in mind. 

The four distinct plans present businesses with more tailored options as they scale. For example, each grants access to virtual phone numbers, but starting with the Standard Plan, users gain DID numbers in 100 countries. Video meetings participant counts also increase with the plan type. 

The voicemail-to-text feature may be a selling point for this service because these transcribe any received business voicemail to text so that your reps read them rather than having to cycle through recordings. For users of plans at the Premium level and above, hot desking may also be useful. This allows the assignment of a single workstation to users at different times of the day/week.

Here’s a look at each tier so that you understand the features of each (we’ll cover pricing later):

Essentials Standard Premium Ultimate
Voice calls for up to 20 users No user limit Calls recorded automatically Device status reports
Unlimited calls in the US and Canada Virtual phone numbers in 100 countries Single sign-on Device status alerts
Unlimited business SMS texting Unlimited internet-based fax Real-time analytics for call performance Unlimited file storage
Team messaging Video meetings designed to accommodate 100 attendees Video meetings designed to accommodate 200 attendees Video meetings designed to accommodate 200 attendees
100 toll-free minutes 1,000 toll-free minutes 2,500 toll-free minutes 10,000 toll-free minutes
Document sharing One-day video meeting durations Contact center features like call whisper and call barge
Support teams available 24/7 Quality of service (QoS) reporting Developer platform with APIs for adding integrations to existing apps
Voicemail to text Integrations with Office 365, G Suite, Slack Built-in integrations with Office 365, G Suite, Slack, Zendesk, ServiceNow, and Salesforce
Business phone or toll-free numbers Multi-site admin and management features
Hot desking
Custom extensions with up to eight digits

*All plans include the default features of the previous plans

 

Avaya Contact Center

Avaya isn’t limited to UC plans. In fact, for those running a call/contact center, their Avaya Contact Center plan, which was formerly named OneCloud IX, provides several useful features for those looking to set up a cloud contact center. This service only features two plans, but they are very competitive with other cloud-based contact center as a service (CCaaS) providers. 

The two plans are Voice and Digital. Voice is for traditional call centers, but Digital adds on channels so that centers reach their customers on their favored touch points. The focuses for this plan includes email, chat, and SMS. As you’ve learned from our State of the Contact Center piece, omnichannel contact boosts center efficiency and decreases the cost per call of contact. 

Here’s a look at each plan and what each offers:

Voice Digital
Self-service administration Quality management and coaching software
Screen capture Digital channels
Interactive voice response (IVR)
Live monitoring
Compliance recording with 90-day storage
Integrated softphone (WebRTC-based Webphone)
Call center routing
Call center reporting

*The Digital plan includes all of the features of the Voice Plan

Avaya Contact Center also includes a few add-on plan options that you may want to consider. These are for both tiers of their service:

Add-On
Toll Minutes as pay-as-you-go per agent  $0.01 per minute
Unlimited toll minutes per agent $50 per month
Toll-free minutes per agent $0.02 per minute

 

Avaya Pricing & Plans

When it comes to pricing structures, Avaya’s various provider plans have a great deal of variation. For example, their UC plans each have multiple tiers for different sizes of business, and each product is also designed specifically for a certain type of business budget. Here’s a look at their tiers:

Avaya OneCloud CPaaS 

Messaging Message Reception Making a Call Call Reception Phone Numbers Transcriptions Carrier Services
SMS Local

$0.005

Free Local

$0.015

Local

$0.01

Local

$1

Auto Transcription $0.05 Carrier Lookups $0.01
SMS Toll-Free 

$0.0085

SMS Toll-Free 

$0.0085

Toll-Free 

$0.015

Toll-Free 

$0.03

Toll-Free 

$2

Hybrid Transcription $0.29 BNA Lookups $0.05
MMS Local

$0.015

MMS Local

$0.015

CNAM Lookups $0.01
MMS Toll-Free

$0.02

MMS Toll-Free

$0.02

 

Avaya Unified Communications

Essential Business Power
$19.95 per month $24.95 per month $34.95 per month

 

Avaya Spaces

Essential Business Power
$0.00 per month $6.00 per user/ per month $18.00 per user/ per month

 

Avaya Cloud Office by RingCentral

Essentials Standard Premium Ultimate
$19.99 per user/ per month $24.99 per user/ per month $34.99 per user/ per month $49.99 per user/ per month

 

Avaya Contact Center

Voice Digital
$82 per user/ per month $129 per user/ per month

 

Editor’s Bottom Line on Avaya

Avaya’s ecosystem of products is varied enough that most businesses should easily be able to find a plan that fits their needs. For those looking to add features to apps, multiple plans are developer-friendly such as their Cloud Office and OneCloud products. 

Avaya is a provider that has plans that work for a variety of different businesses. They have free plans for small businesses like the Essential plan in Avaya Spaces as well as plans that have many more features that you can consider.  

The Ultimate plan in Avaya Cloud Office is extensive enough for larger businesses, and it is feature-heavy with integrations that can really help the daily operations of your organization. Avaya Contact Center even has support for multiple digital channels to help decrease contact center costs.

Many associate Avaya with its hardware, but they are fully committed to providing customers with cloud-based business communications options as well. They even have hybrid solutions for those businesses that need a more tailored cloud experience. Overall, this is definitely a all-in-on provider that’s very worthy of consideration.

Share Your Feedback

What Do You Think of Avaya?
Your last name & email will not be displayed.
Quality
Installation
Support
Reliability
Features
Price
Would you recommend this provider?
Are you currently an active user?
{{current}} / {{min-length}} Minimum Characters
Submit Review
Request Avaya Quote
To prepare your price quote, we'll need some information.
How many employees do you have?
Which of the following do you need?
Get Your Price Quote Now
Request Avaya Demo
To prepare your demo, we'll need some information.
Your current needs
How many lines you need?
Get My Free Quote Now