Avaya Contact Center

Score8.2 out of 10

192 Reviews and Ratings

What is Avaya Contact Center?

Avaya Contact Center is delivered through Avaya Infinity, a cloud-native platform designed to orchestrate customer interactions across multiple channels.

Built on a Microservices Architecture with open AI Orchestration, Avaya Infinity enables organizations to manage Voice, Digital, Email, and Messaging interactions. The system provides Dynamic Routing, AI automation, and real-time orchestration—with the flexibility to deploy in the cloud, on-premises, or in a hybrid environment.

Core Capabilities:

Voice Handling: Intelligent Routing, Real-Time Transcription, Smart-Search Call Recording, Noise Cancellation, Callback Support, and browser-based WebRTC calling via Omni SDK.
Digital Channels: Web chat featuring Read Receipts, Typing Indicators, and Interactive Buttons, Microsoft 365 email integration, and messaging across consumer platforms.
Workflow Orchestration: Low-Code/No-Code Workflow Design, AI-generated workflows, SLA-Based Dynamic Queueing, and secure PCI execution to automate customer interaction sequences.
Agent Desktop: A unified, browser-based client featuring CRM Integration, Screenpops, Click-to-Dial, and customizable UI through Infinity Elements.
Outbound Campaigns: Automated Voice, SMS, and Email outreach with Predictive, Progressive, and Preview dialing modes.
Analytics & Reporting: Real-Time Dashboards, historical supervisor tools, and Business Intelligence powered by a Databricks Data Lakehouse Architecture.

AI & Technology Foundation:

Tandem Care (Agentic AI): Bespoke AI Assistants that collaborate with human agents. According to the vendor, these assistants are intended to augment agent capabilities to increase productivity by up to 10x while maintaining human oversight.
Model Context Protocol (MCP): Enables open AI Orchestration, allowing organizations to securely connect AI Models with internal tools and APIs without vendor lock-in.
AI Performance Index (APIx): A set of value-driven KPIs that measure the impact and effectiveness of AI within the contact center.

Flexible Deployment Models:

Cloud: A managed, cloud-native platform delivering the Infinity capability set without requiring on-premises infrastructure.
Hybrid: Combines cloud-hosted Infinity with existing on-premises infrastructure, allowing enterprises to support legacy systems or sensitive data while adding digital capabilities.
On-Premises: The Infinity stack deployed in the customer's data center, designed for regulated industries with specific Data Sovereignty mandates.

Key Benefits:

Omnichannel: Orchestration across Voice, Email, Chat, SMS, and outbound touchpoints.
Open Architecture: API-First Design integrates with CRM, ERP, HRM, or back-office systems.
Operational Efficiency: Intelligent Routing, Automated Workflows, and Self-Service are intended to reduce handle times and improve First-Contact Resolution.
Continuous Innovation: A Microservices foundation supports zero-downtime upgrades and scalability.

Summary:

Avaya Contact Center through Avaya Infinity serves mid-market to large enterprises seeking to modernize customer engagement while maintaining architectural control. The solution is intended for organizations—particularly those in highly regulated industries—that require omnichannel orchestration, AI Automation, and the flexibility to choose a specific deployment model.

Categories & Use Cases

Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.2
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.9
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.7

Call scripts
Providing agents with a predefined conversation script.
Category average: 8.4
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.7
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7

Rick Thomas

Telecom Administrator in Information Technology at Christus Health (10,001+ employees employees)

Use Cases and Deployment Scope

Just day-to-day management of users and makes, moves, and changes, things like that. Solutions for users to make their jobs easier every day and have them perform at a high level.

Pros

I think it's the ease of the product that makes it easier for the users. It's very user-friendly and it helps them communicate with our customers at a high level.

Cons

I think education wise is the biggest area that would need it. There's such a turnover, and most businesses will, there's not a lot of education toward the Avaya products at the end-user level.

Return on Investment

We're implementing a new EMR enterprise-wide in different phases, and it's very helpful in what we're doing with that so far.

Other Software Used

Microsoft Teams

Pankaj Prashad View profile

Assistant Manager F &A in Finance and Accounting at Sectigo Limited (501-1000 employees employees)

Use Cases and Deployment Scope

We use Avaya to handle our customer care dept in on of business group. It needs very high-speed internet. It has a good user interface. It is very easy to use. We can track all dialed, received, and missed calls. Few Issues we noticed like many times we heard call voice is very low, there is some disturbance in the background.

Pros

Improve customer relations/service - Avaya helps in improving customer relations as we use this to reach out handle customer queries.
it helps to manage and improve customer experiences across voice, digital (email, chat, messaging), and other channels
Email, chat, and messaging - Its helps with email, chat, messaging facilities.

Cons

Support team needs to more accurate and easily approachable
Good network - Sometimes we feels issue with call quality there are some noises with their apps and equipment
Integration issue with the products.

Return on Investment

Implementation cost is one major thing while choosing the appropriate communication services. and it offers great pricing.
Enhanced customer experience. it enhance the customer experience and provide better opportunity for customer services.
Cloud based services increases the operational efficiency for customers.

Usability

Other Software Used

Skype for Business / Lync (discontinued), Cisco 4000 Series Integrated Services Routers (ISR 4000), Microsoft Teams

Bosede Wiley

Practice Administrator in Finance and Accounting at Steeplechase Pediatric Center, P.A. (51-200 employees employees)

Use Cases and Deployment Scope

I appreciate the flexibility of setting up our phone tree to accommodate our practice needs. The analytics are very helpful as they allow us to manage staffing accordingly (peak time, call volume, etc.). The call log is exceptional because it has provided guidance in resolving patients' complaints. Also, it has allowed us to train staff better to communicate effectively.

Pros

Analytics
Call Log
Phone tree
Modification to phone set-up update in real time.

Cons

There has been a continued issue with the phone not ringing at times at one clinic location (Aliana). Several patients brought this to our attention. We are currently working with a tech at Avaya to resolve the issue.

Return on Investment

No issues with the features.

Usability

Alternatives Considered

Weave

Verified User

Engineer in Sales (10,001+ employees employees)

Use Cases and Deployment Scope

Avaya Infinity™ was used to complement and existing Avaya Aura Contact Center solution that wanted to add newer capabilities such as AI and IVR capabilities via the cloud to an On-Prem CX. This flexibility allowed for new features and functionality additions to a system the customer already has and that they love.

Pros

Artificial Intelligence
Cloud Services
Complement existing On-Prem Equipment
Scalable

Cons

On - Prem version, for customers to scared for the cloud
Better Reporting Package
embedded in the software such as Elite

Return on Investment

Assisted with ROI as we used existing CX, which is not obsolete as this complemented the AACC platform
Provided AI services to an existing CX environment
Flexiblity was key
Only negative, no option for on-prem for customers not comfortable for cloud

Usability

Alternatives Considered

Genesys Cloud CX, Five9 Intelligent Virtual Agent and Verint Automated Quality Management

Other Software Used

Avaya Call Center Elite, Genesys Cloud CX, Five9

Brian Marcus View profile

Telecommunications Supervisor in Information Technology at Bon Secours Health System (10,001+ employees employees)

Use Cases and Deployment Scope

Avaya is being used for the everyday telephone communications of the hospital. From the announcing system to the paging it was able to do what has been required since it was installed. The system is easily upgraded with additional features without replacing major components. The features make the operations easier for the user and the customers we serve.

Pros

Support is always available when needed as well as being able to ask questions about different issues that might arise.
Easily able to modify the system to accommodate the users and incoming telephone lines.
User-friendly for the end users to access their phone's features and voicemail.

Cons

My system is using digital and analog phones where we are trying to upgrade to VoIP phones. The features and functionality of these phones are so much easier to use, but the system does not allow for automatically finding the system to use. It does not integrate well with other security features installed by the company.

Return on Investment

Good return on investment for the system that we needed. If the phones go down then the hospital cannot conduct business efficiently.
Low downtime, but there is no backup for the system if the network goes down for VoIP phones.

Other Software Used

F5 on IBM Cloud

NiCE CXone

Five9

Genesys Cloud CX

Avaya Contact Center

What is Avaya Contact Center?

Categories & Use Cases