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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Popular Features
- 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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Video Reviews
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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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- Competitors
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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
(69)Attribute Ratings
Reviews
(1-24 of 24)Companies can't remove reviews or game the system. Here's why
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 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 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
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
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 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 23, 2023
Longterm success with some catches
We have over 1.000 agents in different services over 8 sites in Germany. We need close to 100% uptime for emergency services. The solution must integrate in carrier routing and multiple site queuing. Proper statistics are essential for resource planning. CTI integration allows multi-service application switching for different customers.
- Robust Solutions
- Great portfolio
- Support of IAUG
- Cloud services in Europe
- Speed in resolution of problems
- Higher level entry point for trouble tickets for educated customers
June 23, 2023
AA is the best
We are an Avaya partner in Kuwait, and we recommend Avaya Aura to our customers to protect their investment and to benefit from the features and capabilities.
- Active call resiliency.
- Scalability
- Fewer hardware requirements.
- Speed dial programming by the user himself.
June 23, 2023
In Step with Avaya.
We are using Avaya Aura to consolidate. We have numerous (in excess of 100) stand-alone operations by various groups. We hope to reduce overall operating costs, improve efficiency and enhance management and control.
- Easily facilitate transitioning to a central platform.
- Offer multi-tenancy capabilities so all groups still maintain their uniqueness.
- Ability to retain functions and products that existed before, even for other vendors.
- 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.
June 23, 2023
Great & Scalable for multiple environments.
We use it to manage and deploy phone numbers for the county and make changes to both individual phone lines as well as support four small call center environments. This allows us to transition away from our G3 and older digital phone technologies and provides us with a scalable VoIP solution.
- Easy to use browser-based GUI.
- Integrated advanced user CLI.
- WYSIWYG plain English interface.
- Strong support website for nuanced questions.
- Not all features have been translated from CLI to GUI.
- ChatGPT search integration on knowledge base and website.
- Changes in GUI are as seamless as in CLI.
June 23, 2023
Less bang more buck.
Voice, email, and chat are used by employees to handle customer inquiries, credit issues, and technical field work. Business problems the product addresses include call flow when agents are set up to handle multiple contact types and making changes to the flow to ensure these contacts are handled in a timely manner.
- Prioritizing skills.
- Allowing the ability to reassign extensions when licenses are used up.
- Make updates to skillsets.
- The web chat interface could be more customizable.
- Email templates could be easier to edit.
- Customizable agent settings with Agent Desktop.
June 23, 2023
Avaya (You need to get it).
We use Avaya for all phone communications at the hospital and remote locations.
- Support
- More in-person training for learning.
June 23, 2023
Avaya Aura - an uptime factory with great dialtone.
ACM is used in demonstration and training environments to show other customers how they can better use the product. We implement almost all of its major features and have a variety of use cases, including basic phone service all the way to omnichannel cloud-enabled services.
- reliability
- scalability
- flexibility
- Backward compatibility.
- Modernizing installations.
- Documentation clarity.
- Application notes for internal features.
June 23, 2023
Aura Experience.
We're a 24/7 Telephone Answering service that relies on Avaya Aura services a lot. We need reliable solutions that can deliver exceptional call quality with the omnichannel capability to support our clients. Our customers range from healthcare, lawyers, doctors, and all trades sectors. We also use Experience Platform to support our IVR needs.
- Call Routing Decision.
- Security
- Adaptations and Regex.
- Scalability
- Robustness
- Simplicity.
- Customer Support.
- Reduces Complexity.
June 23, 2023
Aura Messaging Delivered to You!
We use Aura Messaging. The messaging allows customers to receive an email of the voice message. It also gives the option to delete the messages after it is transferred.
- Voice mail to Email.
- Vacation mode, which allows the mailbox to become announcement only.
- Web Access.
- Single sign-on for telephone interface and Web Access.
- Administrator password reset within the portal.
June 23, 2023
Avaya is rooted.
We use Avaya Aura to manage our call contact centers in order for our customers to call or communicate with us for their reservation needs and much more. We deal with customer service, reservations, and general interactive voice responses to make sure our clients are aware of all that Disney offers.
- Call Stability.
- Support
- Feature Releases.
- Timely Support Reach.
- Hardware Confounding Troubleshooting.
- Backward Compatibility.
Avaya Aura provides the necessary tools for a pleasant patient experience. Callers are routed to the correct location the first time, reducing the frustration that can commonly be experienced with call menus.
- Call Center application.
- Data Collection.
- Solid platform.
- Cost.
- Direct Support rather than through Business Partner.
- Faster support time.
June 22, 2023
Aura Review.
Business telecom system; lab environment to test applications for customers.
- Reliable
- Consistent delivery.
- Solid technology.
- New product initial support.
- Knowledge base updates are slow.
- Better fixes for known issues.