My experience with Avaya
We use Avaya as our main telephony system for most of our clients. It is easy to integrate with other Avaya applications or 3rd party …
Overview
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…
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- Call park (29)8.989%
- Answering rules (33)8.585%
- Centralized communications management (32)8.080%
- Message alerts (29)7.272%
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Avaya Aura Review | Director of Network Infrastructure Sees Value
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Avaya Aura Review | Delivering Value for Wyoming State Government
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Avaya Aura Review - Customer Solutions Architect Lays Out Honest Thoughts
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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…
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Avaya IP Office is a communications solution for small and medium-size businesses. It is available in the cloud, on premise or hybrid deployments are all supported with IP Office along with the ability to migrate from one to the other. The included Avaya Equinox experience provides a single app for…
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Zoom helps consolidate communications and collaboration in the boardroom, classroom, operating room, and everywhere. Zoom is an intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic. Zoom technology facilitates collaboration through solutions like Zoom…
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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.
The session-based architecture of the Avaya Aura Platform combines openness, centralized administration and granular control to create a solution where active participation, pervasive collaboration and quality experiences can take place across the enterprise. Existing PBXs and other third-party communications resources can be combined into a cohesive, centrally managed infrastructure, standardizing the core environment and delivering network access, management and operational cost savings, while laying the foundation for collaborative solutions.
Avaya Aura Competitors
Avaya Aura Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
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.
Genesys Multicloud CX (discontinued) and Genesys PureConnect (discontinued) are common alternatives for Avaya Aura.
Reviewers rate Call park highest, with a score of 8.9.
The most common users of Avaya Aura are from Enterprises (1,001+ employees).
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Reviews and Ratings
(70)Attribute Ratings
Reviews
(1-25 of 51)Companies can't remove reviews or game the system. Here's why
September 14, 2023
My experience with Avaya
We use Avaya as our main telephony system for most of our clients. It is easy to integrate with other Avaya applications or 3rd party applications. It’s knowledge-base is wide and easy to search or find answers if I have questions or need to conduct research
- easy call routing configuration
- The CMS reporting is good and is easy to integrate with other applications using connectors
- I hope customer and agent first strategy can be used simultaneously in one CBA server
September 10, 2023
Avaya Aura Review
I administer all the other users. I change stations, build vectors, everything.
- It is extremely feature-rich which is very important to satisfy all the customer needs from the basic user up to the advanced call center features
- Some of the user interfaces are not the best. I think a lot of particularly the web-based interfaces need to have some improvement.
September 10, 2023
Avaya Aura Review
So it's our primary telephone communication system. We use it for all the parents to communicate with all the schools for the children and our admin offices. We have telephones in every classroom so parents can call into the classroom and talk to the teacher. So it's our primary phone system for the district.
- 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.
- So this product has room for improvement in features. Some of the features it has, in fact, we are in the process of upgrading the software of it. And then we're up in the process of upgrading the software on the 911 feature to give that exact location to the PSAP, the 911 center. Some of the other room areas for improvement would be on some of the telephony features and it would take time to go into specifics.
September 10, 2023
Avaya Aura Review
We use Avaya as our main telephony system. We currently have, I think about 13,000 actual sets sitting on the desk. And all of those right now are Avaya with probably 10% not being Avaya. We also are now merging to use Avaya for our call centers. We currently were using Cisco, so we are currently moving off of Cisco over to the Avaya environment. So we're trying to get all of our Avaya voice services over to Avaya to kind of get it on one platform.
- I will say giving us a variety of features that we can offer our customers because we are a site, a government site, but we have different customers that fall on the government contract that we have to support. So everybody's not going to want the same thing. So we have to be able to offer them the different takeaway features that are not allowed in their area. And I think Avaya does a great job of that.
- With us just now really implementing it in different areas, I can't really say that it hasn't done a lot of what we need to do because there's a lot we can't do as a government site and Avaya goes above and beyond what we are allowed to do. So I can't really say there's a need for an improvement in any area I can see right now.
September 10, 2023
Avaya Aura Review
Avaya Aura is a massive implementation. We do use it for call accounting, we use it for our call centers, and we use it for our emergency calling crisis alert in the building. Just about anything breathing in and out of that company is going through Aura.
- Let's go with the call center set-up agents skills and vectoring. If you program it well enough, eliminate a lot of work for yourself, be pretty much hands off and you can leave the management of the system to itself. Kind of set it and forget it.
- Not many areas. So we're talking about a product that's been in service for a long time. If we're improving on anything, it's always going to be the newest stuff that they're rolling out. For instance, on 10.1, they just started finally loading a bunch of extra features for SIP that were on H323. So we're still actually in H323 company ourselves for the most part. We have about 500 or so SIP handsets. We don't want to migrate everything yet because I had said this before, our agent infrastructure for our call centers is so vital to the business. We're terrified to change it and lose any features. So maybe with this rollout of 10.1 that we're scheduled to do and a couple of months or so, maybe we'll go full SIP at that point.
September 10, 2023
Avaya Auro Review
So we support 20,000 phones and then we also have voicemail. We are doing some unified messaging. We're doing, let's see, mobile phones. So we're using the mobile app. Actually doing some really neat things with the mobile app for support services since the pandemic. So we have the mobile app on people's phones and they can be a part of a call center and pick up calls and answer and support people. So we're using that. We have remote workers, so we're doing a lot of different things with the Avaya product. We have the Avaya or conferencing. So it's pretty nice. We have a lot of products.
- I'm an old Avaya Nortel guy, became Avaya guy. So the product's pretty awesome. Our product is really stable. We have the stuff that's the systems that are in-house in our own data centers and it's really strong and we rarely have any issues with it. It's a super strong product. So improvement-wise, I think it's a great product.
- No, our Avaya Auro rocks, our rock solid system.
June 27, 2023
Avaya Aura review
We install Avaya Aura in the Telus data centres and then provide a managed service for our customers.
- Unified communications
- Call center
- Self serve portal
- End devices
- Deployment automation
June 27, 2023
Avaya Aura What lies ahead
Dimension Data is an Avaya partner that implements and support Avaya Aura products across multiple organisations in the financial, and insurance and health care environments. Avaya Self service AEP, Communication Manager stability has been key to all our clients.
- Stable product especial Communication Manager and Elite
- AEP integration with 3rd party self service applications
- AACC fantastic multi Channel product
- Full cloud Solution enabling both voice and digital channels as a singe front end
- AACC Workspaces to have the same capabilities of AAAD this is a huge issue for financial and insurance institutions as they have to use two different desktops
June 27, 2023
Simple Review
We currently use the Avaya Aura platform on both our University and Medical campuses. From supporting students and staff to supporting doctors, nurses and patient appointment centers as well. The biggest problem this product addresses are patients needs and the on-going operation of a hospital environment.
- Easy implementation
- Seamless integration with other platforms
- Solid hardware
- WFE has been a bit rocky in our case
- Workplace updates
- Certificate installation/compatibility
- Hardware Firmware Updates
June 27, 2023
Avaya Aura at play
We develop custom solutions around Avaya Aura platform.
- Deployment
- API extensions
- Integration with other applications
- Need to support cloud
- Need to have new features including AI
We use Avaya Aura for internal communication and across the region. The system helps us a lot with our internal meetings in the region.
- Well on CC Elite for our customer service support
- Yes after attend the breakout section and then we think AEP is the best for future upgrade
June 27, 2023
Large Contact Center Review of Avaya Aura
Avaya Aura supports our entire contact center. This platform handles safety, legal, and sales organizations that support our business. We manage the entire environment for our company and we have used Avaya for over 20 years.
- Call routing
- IVR
- Uptime
- APIs
- Stability
- Migration effort
June 27, 2023
Avaya Aura interoperability and messaging
Avaya Aura is the phone system used by Kern's entire county. Interoperability is a business problem with connections to all locations due to antiquated networks or remote locations.
- Softphone applications
- Integrations with Teams
- Modern physical phones with robust options
- Better integrations with other applications for mobile devices
- Physical phones could have better labeling or overlays for different languages
- Simpler administration and more reporting options natively without needing 3 party products
June 27, 2023
Disappointing
The Avaya Aura supports our voice communication internal/External as well as voicemail. The Avaya Aura platform supports around 1700 extensions.
- Supports SIP well
- Supports VM Well
- The look of the phones compared to Cisco
- Lack of audio transmission amplification when using a JSeries Phone and a headset
- Lack of communication in regards to when One-X Communicator will be at EOL
June 27, 2023
Avaya Aura could do better
We use it as the main Unified Communication platform. We also use it as Contact Center. We have over 20,000 users and about 1000 CC agents. We also have multiple LSP and Media Gateway. There are about 200 locations. We have multiple third parties applications such as call recording, IVR, messaging, call back assist. Some of them are Avaya brand applications.
- ACD
- Session Routing
- Core Aura product
- CMS Supervisor thick client
- Soft Client
- Day to day administration
- Tenant admin
Avaya Aura is our primary voice communication platform. We use it in a variety of applications from legacy fax and modem lines to elevator and emergency phones to desktop and software applications. Avaya Aura provides a stable and reliable solution that consistently performs to expectation. Avaya continues to be a market leader despite recent financial floundering.
- Desktop phones
- Remote worker voice
- Sip trunking
- Contact center routing and integration
- Sales vs actual delivery and feature release
- Integration pricing
- Cloud offering is't innovative
June 26, 2023
Avaya Aura is the #1 Solution for big business
We currently use and resell Aura solutions. We have had 2 security breaches via SIP in the last 4 years. That is one too many for the corporation.
- Interoperability with our call centers
- Unsurpassed stability
- Low maintenance and low administration overhead
- Needs hybrid functions to integrate with cloud drives natively
- Needs more user self servicing
June 26, 2023
Avaya Aura is always available
We have many Customer Service Agents that use it to take customer calls for orders, inquiries, and assisting with customer complaints.
- It's a reliable product.
- Provides good customer support if additional assistance is needed.
- Ease of use.
- I think there is always room for improvement with Customer Service.
- I think some of the enhancements we are looking for will be provided in an upcoming release.
- Could use some improvement in the area of reporting.
June 26, 2023
Avaya Aura the onsite Voice Legacy
CC help desk for voice calls using voice call routing on AACC on the AAAD desktop; along with MS team integration with Avaya SBC.
- Call routing using CDN
- AAAD agent desktop
- Fail over architecture and High Availability
- Reporting
- Email channel
- Chat channel integration with websites with Rest API's
- Direct Social Integrations with Business API's / connectors
June 26, 2023
Interoperability with Avaya
We use the product on voice and Contact Center applications. We utilize it to address our 240 Agencies to deploy contact center and supply voice to customers to include Public Safety, Community Centers etc. Emergency services depend alot on the Avaya Aura platform as well as various other critical areas within the County.
- Scalabilty
- Resources
- Services
- Dependabilty
- Remote worker consistency
- CPODS
- Professional Services stability
June 26, 2023
Avaya Aurareview
We use it for general user calling, administration and voicemail. The problem we are facing is upgrading to SIP from H.323.
- Voicemail
- User administration
- Call center administration
- Workplace needs to be able to have the BM load open up automatically
June 26, 2023
Well pricing
Our main phone system and for contact center. We are on-prem and tend to stay as long as possible. The main challenge will be addressing the issue when we want to integrate different Avaya components together. We would like it to be more easy and able to manage our system in one place.
- Product works well.
- Less downtime
- Customer service
- Documentation of the issue and workaround
June 26, 2023
Avaya Aura review
Avaya Aura is used in our organization for unified communication and collaboration. No problems with this system; the only thing is Support is too much expensive, and the local dealer does have local support. The other problem is that the releases life cycle is too short and you need to keep your system updated.
- Voice
- Video call
- Call Routing
- Voice mail
- Contact list in Vantage Phone should be easily imported and synchronized as CSV file for all phones with one click and easily add contact picture
June 26, 2023
Avaya Aura review
I am an Avaya Business Partner. I use this as support for my customers on a daily basis and will continue to support my customers using Avaya Aura on a daily basis.
- VM
- VOIP
- Tech Support
June 26, 2023
Ardent Avaya Aura Fan!
Remote working and connectivity for users working from home.
- Robust
- Reliable
- Easy to manage
- Web Based Management
- Tenant Partitioning for clear reporting
- Reporting