“good pricing”

Pros

The pricing at the start was very appealing and the onboarding agent did a really solid job. We were aiming to cut about $600 per month compared with our previous provider and this helped make that possible.

Cons

A concern is that RingCentral is taking over and their team seems to be spread across different parts of the world rather than being based in the USA so reaching support might become difficult.

“reliable collaboration for everyday work”

Pros

It keeps things simple and genuinely helps with day to day work. The collaboration features are very useful for teams working together and Avaya's support has been amazing whenever needed.

Cons

One area that could be improved is interoperability with other services on the market, such as Zoom, Microsoft Teams and Cisco Webex.

“useful voicemail tools”

Pros

Queue setup, call history and the overall usability have all been really solid. Call quality is consistently good and voicemail transcriptions are usually quite accurate which helps a lot.

Cons

The platform still needs updates and the process doesn't always feel smooth. I also wish there were a simpler way to import client names and phone numbers. The texting feature could be better too. I'd like to save and view both sides of conversations when bringing them into the broker management system.

“handles everything you need”

Pros

Calls stay consistently clear and it does a really good job of bringing voice, video and messaging together in one reliable platform.

Cons

Some features come across as a little dated and can be slow at times and the interface would benefit from a more modern, user friendly design.

“Simple to work with”

Pros

This has been around in business environments for a long time and that shows in how familiar and simple it is to work with. It's a stable platform, usually more affordable than other similar products and it has remained a trusted choice for many companies over the years.

Cons

At this point, Avaya really needs an upgrade. It should do more to embrace the cloud and newer technologies. That lack of innovation is starting to create a gap and it's making it easier for other products to step in and compete.

“quick support”

Pros

Getting it up and running was really simple and the application comes packed with a wide range of features. On top of that technical support responds very quickly whenever help is needed.

Cons

It can have some fluctuations if it isn't configured properly especially when it comes to the extensions.

“solid upgrade path”

Pros

It feels like a natural next step if you're moving from an onsite PBS setup.

Cons

Getting the integrations working is difficult and the total cost of ownership can end up being higher than expected.

“reliable monitoring”

Pros

This was a responsive tool that rarely let us down and it worked well for monitoring.

Cons

One downside was the ring tone, it was extremely loud and pretty nerve racking.

“handy call tools”

Pros

Having multiple lines makes it really convenient to transfer conference calls without any extra effort. The shortcuts are a big plus too especially speed dials, contacts and quick access to all of the day's calls.

Cons

The connection dropping at night can be pretty frustrating. There are times when calls disconnect completely or fail to transfer or conference properly. While it doesnt happen often its still anonying.

“easy to use”

Pros

Avaya is easy to use especially when users have a stable internet connection to support it.

Cons

There really aren't many downsides but I do wish it kept a better record of dropped or disconnected calls. If the internet connection cuts out, getting the previous caller ID details can take extra effort from an administrator which isn't very helpful.

“Solid voice features”

Pros

The voice features in this phone system have been really solid and that's what we appreciate most about it.

Cons

Honestly, nothing comes to mind as a downside since the phone system has been working well for us.

“Implementation went well”

Pros

It was simple to roll this out across every area for our clients.

Cons

We have run into some dropped calls depending on the point of origin and the receiving end.

“comfortable to work with”

Pros

This tool feels very simple to implement and use and our agents are comfortable working with it.

Cons

It does need to be configured properly to prevent issues.

“quick setup and dialing”

Pros

I appreciated how simple the setup and dialing process was.

Cons

Some Avaya tools or utilities are only really accessible to IT staff or people who already know the program well.

“practical tool for every user”

Pros

Worked well for different types of users as its a practical and user friendly tool.

Cons

If it isn't set up properly, outgoing calls won't go through.

“tools are easy to use”

Pros

Simple to implement and its tools are uncomplicated to use.

Cons

It can run into a few issues during updates although those problems are usually resolved without much trouble.

“reliable support”

Pros

It's a very useful tool for call center work and it gets used a lot because it really helps with daily operations.

Cons

Very rarely, the CTI file configuration can fail when linking Avaya with ScreenPop.

“helpful tracking tools”

Pros

One thing that really worked well for me was the daily call tracking and transfer feature. It was useful being able to check my progress each day, see whether I was hitting my call goals and monitor how long I was spending on calls. The system gave me a solid way to keep up with my performance and setting it up with my headset was simple. I also appreciated being able to view how many calls were waiting in the queue in the software we used.

Cons

The biggest frustration was troubleshooting when something randomly stopped working. Every now and then I would log in thinking everything was fine and then the system would either not work correctly or switch my audio or headset settings back to the default on its own. It did not happen all the time but it happened often enough to be annoying. When it did, it interrupted my workflow and could affect calls if people could not hear me well or thought I was speaking too quietly.

“excellent call monitoring for business”

Pros

The product quality is excellent and it lets us make calls while monitoring them at the same time. It has been an outstanding solution for the company.

Cons

At times, the connection takes a little longer than expected but I still consider it a very complete and strong platform.

“customizable phones”

Pros

It works as two main pieces for us: a highly customizable desk phone and a feature rich content hub. The phone itself comes with an extensive caller ID history and lets us personalize ringback tones, caller tones and voicemail recordings. On top of that the hub includes really valuable tools like computer based faxing, internal chat, screen sharing and access to web meetings. Using this has also helped my company cut costs by relying less on outside services for screen sharing and online meetings.

Cons

One issue is that call quality can be pretty inconsistent although that may be related to the software, our internet connection or both. When problems happen, they usually show up as clicking sounds, popping, distorted voices or in some cases dropped calls.