Avaya Reviews

“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.

“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.

“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.

“great call quality system

Pros

Using the phone and computer system felt very easy and the call quality was clear when speaking with others.

Cons

I ran into trouble when trying to log into�it.

“great platform

Pros

Because it is built on the AVAYA PBX platform, it delivers many of this vendor's telephony capabilities and features.

Cons

It�should be priced lower or at least allow more centralized management for some functions.

“No desk phone needed

Pros

Being able to place calls from our office number without relying on a physical desk phone has been very convenient. All we need is a headset with a microphone and we're ready to handle calls.

Cons

At times dropped calls can be frustrating.�It's likely related to our network provider but�it�still interrupts conversations and affects calls from time to time.

“smooth email integration

Pros

Using the system feels is easy and hassle free. The app and the desktop phones work together very well and the integration with email is smooth too.

Cons

Some parts of the integration were a bit demanding to set up and every now and then calls get dropped when I am outside the building.

“well-designed app but lacks some functions

Pros

After replacing our previous phone system, the transition itself went smoothly. The app is organized nicely and includes all the essentials we need, including voicemail and the other core calling features.

Cons

The frustrating part is that�it�still doesn't connect properly to my account even after troubleshooting.�It�also signs me out constantly so when I am off site, calls often don't reach my mobile like they should and I only end up seeing a missed call even though the phone never actually rang.

“quick and responsive system

Pros

Getting around the software is very easy and everything responds quickly when I need to make changes or work with it.

Cons

I honestly don't have anything negative to point out and I haven't run into any issues worth complaining about.

“Simple to add coworkers on chat

Pros

Adding coworkers into a call is really simple and during the conversation it's convenient to switch over to video or send a link or file through the chat without interrupting anything.

Cons

One thing�it's missing is Outlook integration for scheduling calls around someone's calendar availability.

“reports are proven useful

Pros

One of the biggest advantages is being able to pull and analyze a wide range of production and operations reports which makes tracking performance and reviewing data much more useful.

Cons

Well the configuration process in�it�can be slow at times.�It�also occasionally produces incomplete reports and leaves time gaps in the data.

“strong and effective system

Pros

It has great functionality and seems like a strong, effective system overall.

Cons

The connection can be a little slow at times but overall�it�still is the best and complete.

“too many phone system issues

Pros

I must say it handled the core PBX functions reasonably well. Setting up new extensions and adding phones was easy enough. There was also decent functionality for basic queues and call forwarding and the admin system was acceptable.

Cons

At the same time, there were plenty of drawbacks. There was no softphone option and because�it�was on-premise, my team had to manage all the maintenance and updates ourselves, plus�it�wasn't accessible outside the office. We also ran into several glitches that created ongoing problems. When�it�went down, random users would lose their voicemail greeting or have their desk phone reassigned without warning. Call forwarding was also frustrating because the number shown at the end of the forward was the person being called, not the original caller. So if I forwarded a call to my mobile, I'd see my own desk phone calling me instead of the actual person trying to reach me. In the end, there were simply too many issues.

“simple and secure tool

Pros

Running a remote office with a large team is very manageable with this software. It's easy to use, offers strong user-based security and the setup and monitoring process is simple. I also appreciate having both auto-answer and manual-answer choices, along with auto-dial and manual-dial options.

Cons

I noticed that it can run into problems when integrated with other applications and at times�it�may also cause issues for the other software�it's working alongside.

“Great for remote work

Pros

Avaya IP Office fit in nicely with our setup and was easy to use. It let our team keep working remotely during the pandemic with nothing more than access to a laptop which made a big difference for us.

Cons

The downside is that�it�feels a little dated, the feature set is somewhat limited and�it�still requires a VPN to use.

“upgrades and user friendly too

Pros

Handling software backups and upgrades is very easy and the overall process and implementation feel user friendly.

Cons

I feel like it�needs to be upgraded to newer versions as setups become outdated over time.

“really good Cisco alternative

Pros

It's very simple to use and overall a really good product especially when compared with Cisco.

Cons

At times there are issues when integrating�it�with products from other vendors.

“Strong and dependable solution

Pros

Coming from a telecom background, I can say this Avaya solution feels very strong and dependable.

Cons

The only thing I might change is the overall look of the physical phones but that really comes down to personal preference.

“Customization convenience is useful

Pros

Having access to so much customization through the Self Administration portal has been a real plus as an end user. The Personal Directory is probably the feature I use and value the most and being able to switch Do Not Disturb on and off myself has been especially useful during the pandemic while working remotely. Overall I appreciate the platform quite a bit and have a favorable view of it even if I wouldn't exactly call myself its biggest promoter.

Cons

Some of the manual setup tasks especially the ones that require dialing in are confusing and hard to reach. It is also frustrating to manage multiple profiles across the phone, web portal and voicemail. Sometimes there are so many options that it feels overwhelming to dig through everything just to find the right setting for a specific task.

“great value for the price

Pros

One thing I really appreciate about Avaya is how easy the phone system is to use. I can forward calls and still get phone messages even when I am away from the office which makes it very convenient. It's user friendly and offers excellent value for the price.

Cons

Honestly there's not much I dislike about�this software.

“basic calling

Pros

IP calling is fairly easy and the core features cover the basics well.

Cons

Calls get dropped, connection problems happen too often and updates don't consistently resolve those issues.

“months of setup chaos

Pros

Honestly there weren't any real positives. Maybe there would have been if they had actually managed to get the phone system up and running. After waiting three months with no proper setup, I ended up canceling. It really felt like they didn't have time for new customers at all.

Cons

Choosing�it�was one of the worst decisions I have made in a long time. You hear about all the software, integrations and see the impressive advertising but what they don't show is how disorganized the company really is. The sales team did a decent job in the beginning but once�it�moved into porting numbers, programming phones and collecting basic phone system information, everything turned into a mess. There seemed to be no communication at all between the sales staff and the setup team. After I was handed off to setup, they added an extra $45 a month for 11 vanity numbers even though those same vanity numbers are free with my current provider. I was asked the exact same questions at least nine different times because I kept getting passed from person to person over and over. After two and a half months of this, I was done and asked for a refund for all the phones. They came back with an acceptable offer to refund the phone costs but when I brought up the vanity numbers and the change order, they suddenly started calling them hold numbers for when my ported numbers come in. So apparently they were charging me to hold the same numbers I was trying to port while I sat waiting 2.5 months for them to finish the setup. On top of that they had already started billing me monthly even though the phones weren't even programmed yet. I would absolutely stay far away from�this company. After I questioned them again about the vanity numbers, they stopped responding to me completely and�it�has now been five days with no reply to an already frustrated customer.

“Great call handling options

Pros

Avaya gives you plenty of call management statuses to work with, such as transfer, break, hold, BRB, training and more which makes handling different situations during a call much more convenient.

Cons

At times when starting up,�it�can be difficult to connect to the correct AUX setting especially if you are not sure which option is best for your current call session.

“reliable internal communication

Pros

It's a really amazing product when it comes to communication between employees across the organization.

Cons

The part I like the least is the product's overall structure.