Last Updated
Overview
Avaya offers enterprise-grade communication and contact center solutions that help organizations manage voice, messaging, and omnichannel customer interactions at scale. While its platform can feel complex for smaller teams, its robust reliability, advanced routing, analytics, and integration capabilities make it a strong choice for large and growing businesses.
Overall Rating
Based on 24 users reviews
4.2
Rating Distribution
Positive
79%
Neutral
17%
Negative
4%
Starting Price
Custom
Avaya Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting and Analytics
What Is Avaya?
Avaya is a comprehensive contact center solution designed to orchestrate seamless journeys across voice and digital touchpoints. It enables organizations to bridge legacy infrastructure with modern cloud capabilities through hybrid deployment models. Features such as attribute-based routing ensure customers connect with the best-suited agent, while real-time speech analytics provide actionable insights during interactions. The solution scales efficiently to support thousands of concurrent agents, addressing complex routing challenges for global enterprises.
Avaya Pricing
Avaya Integrations
The software supports integration with multiple systems and platforms, such as:
- Google Cloud
- Zendesk
- Microsoft Azure
- ServiceNow
- Salesforce
Who Is Avaya For?
Avaya is ideal for a wide range of industries and sectors, including:
- Financial services
- Healthcare
- Government
- Education
- Media and entertainment
Is Avaya Right For You?
Avaya Experience Platform is designed for large-scale enterprises seeking AI-powered orchestration and unified customer experience. Recognized as a Leader in the 2025 Aragon Research Globe, it supports flexible hybrid, cloud, or on-premises deployments, enabling organizations to modernize without disruption. The platform’s scalable architecture and integration-ready design make it suitable for enterprises aiming to enhance contact center efficiency and deliver consistent, intelligent engagement.
Still unsure about Avaya? Connect with our customer support staff at (661) 384-7070 for further guidance.
Avaya Features
Artificial Intelligence
Avaya delivers built-in artificial intelligence that supports agents during live interactions by analyzing conversations as they happen. The software identifies customer intent and sentiment in real time, helping agents respond more effectively, reduce friction, and improve resolution quality across voice and digital communication channels.
Performance Measurement
The platform streamlines quality management by automating performance monitoring across customer interactions. It enables supervisors to evaluate calls at scale, improve agent consistency, and identify coaching opportunities more efficiently, ultimately driving higher service standards while reducing the manual effort typically required for ongoing quality assurance.
Knowledge Management
The software enhances customer and agent experiences by delivering relevant knowledge at the right moment. It supports self-service for customers while presenting contextual knowledge articles to agents during conversations, improving accuracy, boosting first call resolution rates, and increasing overall customer satisfaction across support workflows.
Live Monitoring
Avaya allows supervisors to actively monitor customer interactions in real time to maintain service quality. Managers can listen to ongoing calls and intervene when necessary, ensuring consistent experiences, supporting agents during critical moments, and reinforcing best practices without disrupting the natural flow of conversations.
Speech Analytics
The platform uses advanced speech analytics to extract meaningful insights from recorded conversations. It automatically organizes spoken words and phrases into themes, helping organizations identify trends, uncover risks, and spot improvement opportunities that inform training strategies and drive data-backed decisions across customer service operations.
Pros And Cons of Avaya
Pros
Powerful AI-driven real-time agent assistance
Comprehensive speech analytics for insights
Robust omnichannel blending across voice, chat, email
Cons
Setup and configuration can be somewhat complex for new users
Occasional authentication errors can disrupt seamless platform usage
Avaya Reviews
Total 24 reviews
4.2
All reviews are from verified customers
Rating Distribution
5
Stars46%
4
Stars33%
3
Stars17%
2
Stars0%
1
Stars4%
Share your experience
Erin C.
Financial Services, 51-100 employees
Less than a year
“cloud calling that fits teams
Pros
One thing that works very well is how nicely it connects with MS Teams. The Avaya Workplace softphone is also great and having everything in the cloud makes it easy to switch between devices without much hassle.
Cons
Setting it up to record audio during video calls feels a bit uneasy at first. It becomes manageable once you learn the process but having to train new employees on two separate tools can still be frustrating.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
9
Functionality
6
Moe H.
Telecommunications, 101-500 employees
Less than a year
“user-friendly routing but limited context
Pros
It's quite user friendly and does a good job supporting call routing.
Cons
The downside is that�it�offers limited customer context and doesn't pull in customer interaction history.
Rating Distribution
Ease of use
7
Value for money
6
Customer Support
7
Functionality
5
Zhuowei X.
Financial Services, 500+ employees
More than a year
“reliable for tracking
Pros
It's been mostly very decent, with strong record tracking and reliable integration with Salesforce and other applications.
Cons
At times�it�will time out and show error messages that don't really match the actual issue. The good part is that signing out and back in usually clears�it�up.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
9
Functionality
6
Frequently Asked Questions
Who are the typical users of Avaya?
Avaya features are used by customer service teams, contact center agents, IT administrators, operations managers, and enterprise support staff across industries like finance, healthcare, education, and government.
What other apps does Avaya integrate with?
Avaya integrates with various platforms and systems, including Salesforce, ServiceNow, Google Cloud, Microsoft Azure, and Zendesk.
Does Avaya offer an API?
Yes, Avaya offers an API.
What level of support does Avaya offer?
Avaya offers support through system outage reporting, live web chat, web talk, web video, and service request submissions.
Does Avaya have a mobile app?
Yes, Avaya offers a dedicated mobile app for both iOS and Android.
What language does Avaya support?
Avaya software supports multiple languages, including English, French, German, Italian, Spanish, and Japanese.
What types of pricing plans does Avaya offer?
Avaya provides flexible pricing structured around unique business demands. Get a detailed Avaya cost breakdown to make an informed decision.