Avaya Aura vs. Avaya UCaaS

Avaya Aura is secure and reliable; in our case, for customers that looking for stable solutions on voice, Avaya Aura is that solution fit. In a scenario where our customer is looking for digitalization, I think Avaya Aura is less appropriate.

Incentivized

Call centers where lots of calls come in per day are better suited for Cloud office. Small businesses or companies that don’t really make outgoing calls or receive a lot of incoming calls other than within the company would not really be suited for Avaya Cloud Office.

Incentivized

• So one of the things it's done well is it's stable. It's networked at all the sites. We have five-digit dialing everywhere, and one of the features we like is the crisis alert feature. So if somebody calls 911 at a particular school, it sets an alarm off on the phones upfront and displays the extension number and the room number of who called 911. So they can respond and they know where to send first responders. So it's pretty cool.

Incentivized

• User-friendly GUI management interface with the possibility to create different rooms, notebooks, calendars, and chats.
• The management interface for recordings is made in the rooms with the possibility of downloading them to the location.
• Link and file sharing with other participants.
• Chat with all participants and individual.

Incentivized

• Pricing is always a concern.
• How to maintain the attractive price point as they transition from perpetual licensing to subscription-based.
• Offering the benefits of 'economies of scale' even in situations where the transitioning is not wholesale from the onset but incremental over time.

Incentivized

• Avaya has very strong contact center offerings and more contact with our salesperson would be helpful, so we can explore the latest offerings
• Although it's adequate a slightly more intuitive UI would be helpful
• More integrated reporting at the end-user level.

Incentivized

We are happy with this product since we have used until now around 10 years.

Incentivized

Things change, business requirements change so when we come to renew we may explore other options, we might go all in on Teams or look at something different - we need something that allows us to increase and importantly decrease our licence count more flexably which Avaya / Ring Central don't allow.

Incentivized

Avaya Aura is extremely complex. Now that AI has come into the fold, Avaya needs to apply AI processes and tools to help identify and resolve issues with an installed platform. In addition, proactively identify potential issues. Ayaya has had some financial difficulties over the last few years. This may be why they outsource their expensive support. Our customer experience would benefit by having access to Avaya knowledgeable Engineers for questions about products and services as needed.

Incentivized

There are few times that we have not been able to take advantage of the tool, but those moments are related to the bandwidth of each person in [their] home. Those who have low signal cannot access meetings on the platform smoothly.

Throughout a year and and a half of remote learning, we only experience two minor technology issues that were resolved within an hour

Incentivized

We have not been faced to any performance issue.

Incentivized

I have never contacted support directly. However, my rep with Enterprise Systems is excellent. Since joining Avaya, all inquiries and/or concerns have always been resolved within a reasonable amount of time. If it's a less complex issue, it is resolved in real time. I receive a response within 30 minutes or less. When he is out of the office, he always has a backup.

Incentivized

whilst on site it was delivered by teams to the desks , not the fault of the trainer

Incentivized

The online training was clear and effective.

Incentivized

Thank to the help of Avaya implementation team, the migration was done with minimal impact. All activities were well defined and done in time.

Incentivized

So I've seen the Cisco product out there. I've seen the old Nortel products, Mitel, I've been doing this for a long time. I've seen a lot of other products. And Avaya, Nortel were the Western Electric and Northern Electric of the world way back when. So pretty much the grandparents of all the other stuff that's out there. So their foundation is really strong. So I think this product stacks up amazing, especially for places that are mission critical, like hospitals, maybe the military, and stuff like that. They have the app, if you need an app, they do stuff on mobile devices, and that you can have remote workers. So I think they stack up really well against the other companies. The problem is probably advertising and the schools that are teaching this stuff are promoting a particular product and that's where the other products have the advantage. They're in the schools and it's, I call it indoctrination, but they're in the schools and they're teaching the people. The other product, their competitors are teaching in the schools, their product line. And that's how they can do promotion better.

Incentivized

Apart from Cisco Webex Calling/app no other vendor offers their own phones hardware, gateways. We need to add other vendors like yealink, Poly, Audiocodes to complete the solution. This makes things very difficult from management perspective. As you have to hire a person who can manage a multivendor environment. Also, in case of outage, multiple bridge open and every vendor blame others. Cisco is costly so we gave a chance to Avaya UCaaS based on its history and reputation in Calling market.

Incentivized

It fits us well being in multiple geographic areas and we can purchase local numbers or do a BYOD SBC setup

Incentivized

• As far as a negative impact on a surface level, not too much negative impact was to go right into that and we had the scare eight months ago. Well, we didn't know if Avaya was a product we were going to be able to continue with. But after this conference, we got the warm and fuzzies back. That is a product that we can keep for a number of years and they'll continue to grow and keep on upgrading it and stay current. So we'll be sticking with that.

Incentivized

• This made working from home possible, allowing me to take calls that I wouldn't be able to without having them forwarded by our communications department
• It works with Teams, realizing when I'm on a conf call and automatically sets a status of away, preventing my phone from ringing, but allowing me to see the voicemail via text so that I can respond
• If I step out of the office for a little bit, I can have my calls go directly to my cellphone to make sure I'm still available if needed

Incentivized