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Avaya Aura

Avaya Aura

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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Recent Reviews

Avaya Aura Review

10 out of 10
September 10, 2023
Incentivized
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 …
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Avaya Aura Review

10 out of 10
September 10, 2023
Incentivized
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 …
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Avaya Auro Review

10 out of 10
September 10, 2023
Incentivized
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. …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 26 features
  • Call park (29)
    8.9
    89%
  • Answering rules (33)
    8.5
    85%
  • Centralized communications management (32)
    8.0
    80%
  • Message alerts (29)
    7.2
    72%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

5 videos

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Avaya Aura Review | Director of Network Infrastructure Sees Value
03:58
Avaya Aura Review | Delivering Value for Wyoming State Government
02:11
Avaya Aura Review - Customer Solutions Architect Lays Out Honest Thoughts
02:33
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Pricing

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Avaya Aura

Avaya Aura

N/A
Unavailable

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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

Avaya IP Office

Avaya IP Office

$82
per user/per month
What is Avaya IP Office?

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…

Zoom Workplace

Zoom Workplace

$5
per month per license
What is Zoom Workplace?

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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Features

Performance & Compatibility of Online Events Software

Features related to the performance, reliability & compatibility of web conferencing and webinar (online events) software.

7.6
Avg 7.9

Screen Sharing

Features related to remote screen sharing capabilities.

6.9
Avg 7.8

Online Meetings / Events

Features related to hosting and attending meetings and events online.

6.8
Avg 7.9

Online Events Collaboration

Features related to collaboration between attendees during web conferences, webinars, and other online events.

6.7
Avg 7.7

Online Events Security

Features related to the security of meetings and other events held via web conferencing/webinar software.

6.8
Avg 7.5

Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

7
Avg 8.1

Call Management

Customized phone system settings

7.4
Avg 7.9

Mobile apps

Apps are compatible with mobile devices.

7
Avg 8.1

Unified Communications Platform and Collaboration

UCaaS platforms allow teams to collaborate internally in one central space.

6.7
Avg 7.4
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Product Details

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 SystemsUnspecified
Mobile ApplicationNo

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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Comparisons

View all alternatives
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Reviews and Ratings

(69)

Attribute Ratings

Reviews

(1-10 of 10)
Companies can't remove reviews or game the system. Here's why
June 27, 2023

Avaya Aura review

Sal Iuliano | TrustRadius Reviewer
Sal Iuliano
Senior Product Manager
Telus (Telecommunications, 10,001+ employees)
Score 9 out of 10
Vetted Review
ResellerIncentivized
Use Cases and Deployment Scope
We install Avaya Aura in the Telus data centres and then provide a managed service for our customers.
Pros and Cons
  • Unified communications
  • Call center
  • Self serve portal
  • End devices
  • Deployment automation
Likelihood to Recommend
Avaya Aura is extremely reliable and our large enterprise customers do not want to migrate from the platform. It was and remains the platform of choice for many hospitals and healthcare facilities, government agencies and school boards. Any large enterprise that has a mission critical aspect of their work loves the reliability of the aura platform. It also offers very good 911 options.
June 27, 2023

Simple Review

CH
Carlos Hernandez
Associate Engineer
Virginia Commonwealth University (Education Management, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
Avaya Aura has been a solid product in our environment. The hardware is solid and very easy to deal with. Some of the apps, like Workplace and the WFE platform, have been a bit of a challenge. The same goes with hardware firmware updates and how complex it is.
June 27, 2023

Large Contact Center Review of Avaya Aura

Scott Richman | TrustRadius Reviewer
Scott Richman
Telecommunications Programmer
The Walt Disney Company (Hospitality, 10,001+ employees)
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • Call routing
  • IVR
  • Uptime
  • APIs
  • Stability
  • Migration effort
Likelihood to Recommend
Avaya Aura is suited well for large businesses, but because the corporation lacks good retention, support has been miserable for the platform.
June 23, 2023

Longterm success with some catches

Verified User
Manager in Engineering
Computer Networking Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
AVAYA gives brilliant support to IAUG and local user groups. This in providing content for meetings and events as well in sponsoring.
The solutions are mostly robust and reliable.
Problems are in integration in complex environments where i.e certificate issues make it complicated. There is not enough manpower in professional services allocated in aftersales support.
June 23, 2023

Great & Scalable for multiple environments.

Verified User
Account Manager in Information Technology
Government Administration Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
Strange enough, knowing how our deployment is going and how integrated our system is being a small government entity (~1500), our ease of use in terms of the customer experience and deployment by our regular entry-level technician. I would have to say that this product can scale from the smallest to the largest organization.
June 23, 2023

Avaya - Almost a Cloud Offering.

Verified User
Consultant in Sales
Telecommunications Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
ResellerIncentivized
Use Cases and Deployment Scope
We use Avaya as our managed services UCaaS offering to sell and implement for our customers.
Pros and Cons
  • Resiliency
  • Consistent user experience.
  • High build quality.
  • Stable software.
  • Ease of deployment.
  • Simplified simple user management.
  • Standardized integration API models like REST API.
Likelihood to Recommend
Healthcare verticals. Consolidating large enterprises. the flexibility of user access methods.
June 23, 2023

Avaya Aura - an uptime factory with great dialtone.

Verified User
Engineer in Information Technology
Information Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
ResellerIncentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • reliability
  • scalability
  • flexibility
  • Backward compatibility.
  • Modernizing installations.
  • Documentation clarity.
  • Application notes for internal features.
Likelihood to Recommend
The Avaya enterprise products (Aura family) are solid for any large enterprise that needs secure and reliable voice communications. They do not fit into a small business very well, though, as the systems were definitely designed for high uptime and critical environments.
June 22, 2023

Aura Review.

DM
Damion Merrill
VP
Merrill & Assocs. (Telecommunications, 11-50 employees)
Score 10 out of 10
Vetted Review
ResellerIncentivized
Use Cases and Deployment Scope
Business telecom system; lab environment to test applications for customers.
Pros and Cons
  • Reliable
  • Consistent delivery.
  • Solid technology.
  • New product initial support.
  • Knowledge base updates are slow.
  • Better fixes for known issues.
Likelihood to Recommend
Customer size and use cases determine whether Aura is the proper product.
June 22, 2023

Avaya - Love their Integration!

JC
Jessie Caynon
Telecommunications Director
East Boston Neighborhood Health Center (Hospital & Health Care, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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 and Cons
  • 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.
  • 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.
Likelihood to Recommend
I believe Avaya has been very helpful with helping to resolve issues with our Avaya Workplace; whenever there is an issue - their engineers are able to assess the problem and provide a permanent solution.
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