Avaya Reviews & Pricing

by Avaya Inc. | Founded 2000, Durham, NC

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What is Avaya?

Industry Specialties: Serves all industries

Avaya's call center software empowers businesses to efficiently manage customer interactions across various channels, including voice, email, chat, and social media. It caters to organizations of all sizes, from small businesses to large enterprises, seeking to enhance customer service and streamline operations.

Key benefits include improved agent productivity, reduced call handling times, and enhanced customer satisfaction. Popular features encompass intelligent routing, workforce management, and real-time analytics. User experiences highlight the software's user-friendly interface and robust functionality.

Pricing for Avaya's call center software varies based on factors such as the number of users, desired features, and deployment model. Typically, pricing models involve per-user licensing fees, often billed on a monthly or annual basis.

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User Sentiment i

Based on 35 reviews:

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Avaya is not currently ranked among the top Sales Acceleration Software according to the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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Avaya Pricing

Based on our most recent analysis, Avaya pricing starts at $30 (Per User, Monthly).

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Starting From: $30
Pricing Model: Per User, Monthly
Free Trial: No

Training Resources

Avaya is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Avaya:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Avaya Benefits and Insights

Why use Avaya?

Key differentiators & advantages of Avaya

Enhanced Customer Experience: Avaya's intuitive interface and personalized interactions empower agents to deliver exceptional customer service, fostering loyalty and satisfaction.
Increased Agent Productivity: Streamlined workflows, automated tasks, and real-time analytics enable agents to handle more calls efficiently, maximizing their output and reducing call handling time.
Improved Call Quality: Advanced call routing, noise cancellation, and voice recognition technologies ensure crystal-clear communication, minimizing call dropouts and enhancing the overall call experience.
Comprehensive Reporting and Analytics: Robust reporting capabilities provide valuable insights into call center performance, agent effectiveness, and customer trends, enabling data-driven decision-making and continuous improvement.
Seamless Integrations: Avaya seamlessly integrates with CRM, ERP, and other business applications, providing a unified view of customer data and streamlining processes across the organization.
Scalability and Flexibility: Avaya's cloud-based architecture allows for easy scalability to meet changing business needs, accommodating growth and seasonal fluctuations without disruption.
Reduced Costs: Avaya's cost-effective pricing models and efficient resource utilization help businesses optimize their call center operations, reducing expenses and improving ROI.
Enhanced Security: Avaya's robust security measures protect sensitive customer data and ensure compliance with industry regulations, safeguarding the integrity of communications.
Improved Collaboration: Integrated collaboration tools facilitate seamless communication between agents, supervisors, and other stakeholders, fostering teamwork and knowledge sharing.
Personalized Customer Journeys: Avaya's AI-powered capabilities enable personalized customer interactions, tailoring experiences based on individual preferences and past interactions.

Industry Expertise

Avaya is a leading provider of call center software solutions, offering a comprehensive suite of tools designed to enhance customer engagement and streamline operations. Avaya's expertise lies in providing tailored solutions for various industries, including healthcare, financial services, government, and education. The software is particularly well-suited for organizations seeking to improve customer satisfaction, increase efficiency, and reduce costs. Avaya's solutions empower businesses to deliver exceptional customer experiences through omnichannel communication, automated workflows, and advanced analytics.

Avaya Reviews

Average customer reviews & user sentiment summary for Avaya:

35 reviews

85%

of users would recommend this product

Avaya has a 'great' User Satisfaction Rating of 85% when considering 35 user reviews from 1 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of Avaya reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Seamless Integration: Avaya's solutions effortlessly integrate with existing systems, streamlining call center operations and enhancing efficiency.
Robust Reporting: Comprehensive reporting capabilities provide valuable insights into call center performance, enabling data-driven decision-making.
Advanced Call Routing: Intelligent call routing optimizes agent utilization, ensuring calls are directed to the most qualified agents for faster resolution.
Omnichannel Support: Avaya's solutions support multiple communication channels, allowing customers to connect with agents through their preferred method.
Scalability and Flexibility: Avaya's solutions are designed to scale with growing business needs, providing flexibility to adapt to changing requirements.

Cons

High Cost: Avaya's solutions can be expensive compared to competitors, making it difficult for businesses to justify the investment.
Complex Interface: Some users find Avaya's interface to be complex and difficult to navigate, leading to frustration and reduced efficiency.
Limited Integration Options: Avaya's solutions may not integrate seamlessly with other business applications, creating challenges for businesses that rely on a connected ecosystem.
Frequent Outages: Users have reported experiencing frequent outages and downtime with Avaya's systems, impacting business operations and customer satisfaction.
Poor Customer Support: Some users have expressed dissatisfaction with Avaya's customer support, citing slow response times and a lack of technical expertise.

Researcher's Summary:

Avaya's Call Center software has received mixed reviews from users in the past year. Some users praise its robust feature set, including its omnichannel capabilities, customizable dashboards, and advanced reporting tools. These features allow businesses to manage customer interactions across multiple channels, track key metrics, and identify areas for improvement. Additionally, Avaya's integration with other business applications, such as CRM and ERP systems, is seen as a major strength, enabling seamless data sharing and streamlined workflows.

However, some users have expressed concerns about the software's complexity and cost. Avaya's feature-rich nature can make it challenging for some businesses to implement and manage effectively, especially for those with limited IT resources. Additionally, the software's pricing can be a barrier for some organizations, particularly small businesses with tight budgets. In comparison to similar products, Avaya's Call Center software is generally considered to be more comprehensive and feature-rich, but also more expensive and complex. Its strengths lie in its omnichannel capabilities, customization options, and integration with other business applications. However, businesses should carefully consider their needs and resources before investing in Avaya's software.

Overall, Avaya's Call Center software is best suited for large enterprises with complex customer service requirements and the resources to implement and manage a feature-rich solution. Its omnichannel capabilities, advanced reporting tools, and integration options make it a powerful tool for managing customer interactions and improving customer satisfaction.

Key Features

Avaya One Cloud CCaaS

Workforce Engagement: Boost employee engagement with game mechanics and keep a close eye on an agent’s application usage, off-phone activities, schedule adherence and processes.
Team Management: Automate quality management via scoring evaluations and coaching. Seek assistance from subject matter experts when required. Streamline and track the progress and processes of the team. Simplify staff scheduling and forecasting. Provide access to call recordings, skills routing, live monitoring, analytics and coaching to agents to boost productivity and improve workflows.
Contact Tracing: Get access to AI and automation tools to deliver some of the deepest and fastest solutions for contact information, identification and communications.
- Chat Bot: Employ virtual agents to connect with customers through an easy transfer to live customer support when needed.
- Automation: Enable automatic notifications, alerts, text interactions, auto-forms, voice calls and emails to reach out to customers and engage in long-term communication.

Avaya One Cloud UcaaS

Conference and Meetings: Eliminate silos across the organization and help teams connect more meaningfully, move faster and solve problems immediately at conferences and meetings.
- Workstream Collaboration: Promote team collaboration with intuitive and natural communication tools, easy-to-use apps for messaging, chats, discussions, file sharing, meetings and more
- Calling and Messaging: Converse easily across devices, touchpoints and modalities through one-touch dialing and directory, UC options and a cloud-based phone system.

Avaya One Cloud CPaaS

Calls and Messages: Build apps with call and message capabilities in a fully robust and functional phone system to ensure seamless customer interaction while only paying for the features needed for a smooth workflow.
Carrier Service: Get valuable insights on segment numbers and call origin to help reduce spam, boost sales and marketing and increase compliance.
Phone Numbers: Buy local and toll-free numbers that are available online with no provisioning.
Device-as-a-Service: Simplify sales operations by combining the Device-as-a-Service option with the existing plan for generating a single bill. Deliver an engaging video and voice call experience to customers on any device via advanced communication tools such as a no-touch plug-and-play setup. Get access to subscription flexibility and cancellation options upgrades without any extra costs. Exchange existing devices for new ones at the end of the agreement.
Professional Services: Enable long-lasting communication experiences with customers through services including:
- Consulting, Workshops, Staffing
- Design and Implementation
- Cloud Adoption and Migration
- Custom Application and APIs
- Alliance Ecosystem
- Security Services
Managed Services: Manage operation and communication infrastructure with Release Management, Comprehensive Managed Services, Comprehensive Managed Services Secure and Custom Outsourced Managed Services while preventing downtimes and reducing the possibility of outages by 73%.

Suite Support

Global support and customer service teams are available to assist during the COVID-19 pandemic. The professionals can review potential options for the businesses and offer remote work solutions

Reach out to a support team that’s available 24/7 in case of issues and malfunctions. Check information sources and tools such as proactive remote monitoring, resolution, and diagnostics to learn more about the product and its cast spectrum of features.

The service agreement generally starts with a globally available Support Advantage package that includes remote monitoring, support tools and remote connectivity to protect the user's organization communication interface. Replacement of parts is also available for specific products. When needed, get technical resources to replace defective parts.

Find contact information for products on a country-specific location by navigating to the bottom navigation menu on each support page under Help & Policies.

Email: Not mentioned.

Phone: Not mentioned.

Training: Get in-depth training to understand the solution and its capabilities through virtual sessions, online courses, in-person workshops and or customized sessions. Explore a suite of options on the learning services page of the vendor’s website and choose the one that suits the organization's needs, workflows and goals.

Tickets: To get assistance from the support team, navigate through the support page and fill out a form to create a ticket. Chat with a live agent by clicking the, “Engage in live chat,” on the support page.

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