#1 most frequent
United States of America
61.7%475 installations of 770
What is Avaya Aura?
The on-premises Avaya Aura Platform delivers unified communications and customer service solutions, designed to enhance employee and customer experiences. It is presented as real time communications architecture using session-based collaboration technologies, and is used to enable multi-modal unified communications and omnichannel customer experience solutions.
Categories & Use Cases
Top Performing Features
High quality audio
High quality audio connection is consistently available, with few or no interruptions.
Category average: 8.7
Multi-level Interactive Voice Response (IVR)
IVR is a phone menu allowing callers to interact with the system through voice and keypad
Category average: 7.7
Answering rules
Ability to enter rules to route calls to main number or other extensions in case of absence
Category average: 8.6
Areas for Improvement
Online Fax
Ability to send and receive faxes over the internet
Category average: 8
Voicemail Transcription
AI-powered voice-to-text transcription of voicemails
Category average: 8.1
Business SMS/External Messaging
Unlimited SMS and/or MMS with clients
Category average: 7.8
Who Buys & Uses Avaya Aura
#2 most frequent
Canada
7.3%56 installations of 770
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
4.5%35 installations of 770
Avaya Aura - V10
Use Cases and Deployment Scope
We use Avaya Aura for our Enterprise phone system. We have tried using alternatives such as Avaya in the cloud and other hosted services, however, we found that only an on-prem solution with Avaya allows us the customizations our users require.
Pros
- Call Center
- User Interface to make customizations
- Rich Feature set
Cons
- Support model - More attention from Avaya is desired
- Scalability with respect to limited logins
- Better control and notification of bugs
Return on Investment
- Has allowed detailed customizations for our many call centers. This allows our specialized staff for various departments to give appropriate attention to patients
Usability
My great experience with Avaya.
Use Cases and Deployment Scope
We use Avaya Aura with Voice Services capabilities. It`s very secure and reliable and provides high availability. As an outsourcing company, we offer this technology for all types of industries.
Pros
- Voice Services.
- IVR Services.
- Reports
Cons
- Improve ways to integrate more easily.
- Add digital channel.
- Move to Cloud.
Most Important Features
- Voice
- IVR
- Reports
Return on Investment
- The price is positive.
- Voice quality is positive.
- Digital is not positive.
Alternatives Considered
Avaya Experience Platform
Other Software Used
Microsoft Teams, Alvaria CXP Pro, Genesys Cloud CX
Avaya Reliability.
Use Cases and Deployment Scope
I handle day-to-day tickets with MACS, including trouble tickets. This also includes trouble tickets ranging from station users to trunking and or contact center issues.
Pros
- Easy administration process.
- Avaya is very reliable in regard to uptime.
Cons
- I wish that the loading of firmware on VoIP phones would be faster.
- I wish that admins could save their programming at the same time.
Most Important Features
- Large-scale end-user deployments.
- Ease of end-user programming.
Return on Investment
- No negative impacts.
A little bit of both sides.
Use Cases and Deployment Scope
I use it at a contact center. Telephony and WFM solutions. Customer and Rep integration. On the customer side, we use it for patient scheduling, registration, and financial services. On the rep side, we use it for Scheduling, adherence, call monitoring, tracking, and reporting. We also utilize it for creating quality forms, eLearnings, internal experience videos, and quality control.
Pros
- Data Collection.
- Reporting
- Quality Control.
Cons
- Data Collection.
- Telephony
- User friendly.
- Quality Control.
Most Important Features
- Call quality.
- Call monitoring.
- Employee Monitoring.
- Data Collection.
Return on Investment
- User ease of use.
- Customer call routing.
- User friendly.
Other Software Used
Microsoft Teams, Cisco Unified Communications Manager (Call Manager), Epic Cadence Enterprise Scheduling
Avaya - Love their Integration!
Use Cases and Deployment Scope
Our PBX is Aura 8.1; we have an on-prem PBX; we use it for all telephony; we have a mixture of physical phones and softphones. We have an AES server that is used with an external company's Contact Center. We have SIP trunks, so we also use Session Manager, SBCs, and System Manager to manage our infrastructure.
Pros
- Their upgrades are seamless; we don't seem to have any issues whenever we upgrade.
- Their engineers are very knowledgeable and help resolve issues we have.
- The customer service is great.
Cons
- The length of time to get an engineer's schedule needs to improve, especially when we're having service-impacting issues.
- At times, some of the engineers have language issues which make it difficult for some of our team to work with, despite the knowledge of the engineer.
Most Important Features
- Integration with external company software.
- The ease of deployment of the softphone.
- The reliability of their phones in our environment.
Return on Investment
- When Covid hit, we were able to deploy OneX communicator quickly to get our agents working remotely - there was little setup needed.
- Once we migrated from OneX to Workplace, again, the switch was done with relative ease.
Other Software Used
TouchPoint Software, Microsoft Teams, OpenText RightFax
