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…
Recent Reviews
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
- Call park (29)8.989%
- Answering rules (33)8.585%
- Centralized communications management (32)8.080%
- Message alerts (29)7.272%
Reviewer Pros & Cons
Video Reviews
5 videos
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
Pricing
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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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- Free Trial
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- Premium Consulting/Integration Services
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Alternatives Pricing
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…
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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Product Details
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- Competitors
- Tech Details
- FAQs
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
(1-25 of 51)Companies can't remove reviews or game the system. Here's why
September 14, 2023
My experience with Avaya
- 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
- 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 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
- 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
- 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
- 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
- Unified communications
- Call center
- Self serve portal
- End devices
- Deployment automation
June 27, 2023
Avaya Aura What lies ahead
- 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
- 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
- Deployment
- API extensions
- Integration with other applications
- Need to support cloud
- Need to have new features including AI
- 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
- Call routing
- IVR
- Uptime
- APIs
- Stability
- Migration effort
June 27, 2023
Avaya Aura interoperability and messaging
- 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
- 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
- ACD
- Session Routing
- Core Aura product
- CMS Supervisor thick client
- Soft Client
- Day to day administration
- Tenant admin
- 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
- 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
- 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
- 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
- Scalabilty
- Resources
- Services
- Dependabilty
- Remote worker consistency
- CPODS
- Professional Services stability
June 26, 2023
Avaya Aurareview
- Voicemail
- User administration
- Call center administration
- Workplace needs to be able to have the BM load open up automatically
June 26, 2023
Well pricing
- Product works well.
- Less downtime
- Customer service
- Documentation of the issue and workaround
June 26, 2023
Avaya Aura review
- 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
- VM
- VOIP
- Tech Support
June 26, 2023
Ardent Avaya Aura Fan!
- Robust
- Reliable
- Easy to manage
- Web Based Management
- Tenant Partitioning for clear reporting
- Reporting