Avaya Contact Center Reviews & Insights

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190 Reviews and Ratings

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Avaya Contact Center Reviews

55 Reviews

Avaya Infinity™ Review

Rating: 10 out of 10

Incentivized

May 8, 2026

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.

Likelihood to Recommend

I would say well-suited for the everyday user, with the ability to use the products. I think it's really user-friendly in that way. The lack of education for the end users, maybe through some of our companies, makes it difficult. And the turnover.

Rick Thomas

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

Vetted Review

19 years of experience

Fantastic Software Must use for best customer care

Rating: 8 out of 10

Incentivized

April 2, 2025

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.

Likelihood to Recommend

Avaya is a very suitable platform for call center easy to use simply understandable. You can use this from soft phone or Hardphone its work so perfectly with any thing. Easy to monitor Incoming outgoing call from one system.You can create Master admin ,Admin ,Agent, Any profiles according to your requirements and you can give rolls and access according to you,

Pankaj Prashad

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

Vetted Review

2 years of experience

Verified on LinkedIn

Avaya Customer Review.

Rating: 9 out of 10

Incentivized

November 28, 2024

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.

Likelihood to Recommend

The aspects I enjoy the most are the analytics and call log/recording.

Bosede Wiley

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

Vetted Review

6 years of experience

Avaya Infinity™ is the Next Generation Cloud CX

Rating: 7 out of 10

Incentivized

November 19, 2024

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

Likelihood to Recommend

For what I have scene it is fantastic to complement an existing legacy call center environment which adds additional functionality and features via the cloud. At the same time, it can be used for customers that have budget constraint so the fact it can work with legacy CX platforms such as AACC and Elite is definately amazing!

Verified User

Engineer in Sales (10,001+ employees)

Vetted Review

Reseller

2 years of experience

On the way to being full package

Rating: 8 out of 10

March 31, 2024

Use Cases and Deployment Scope

Avaya Infinity™'s ability to route and reroute call traffic to meet our needs has been a game changer. We feel like we are more in control of our flows and assignments to agents. This was a level up from our old system. As long as there is enough processing power from the desktops it performs excellent.

Pros

call routing
skills for agents
it also brings in other arms of the business for unified approach

Cons

it demands a lot of CPU
better drop downs
on the fly changes for skills

Likelihood to Recommend

The multimedia dimension of Avaya Infinity™ is next level and something that they do better than others and are well suited. A scenario that is less suited for Avaya Infinity™ is the outbound self service, whereas it is a very good service it still has room to grow to be fully auto. I think they will conquer this in time though.

Verified User

Executive in Corporate (1001-5000 employees)

Vetted Review

3 years of experience

Avaya Infinity™

Rating: 9 out of 10

Incentivized

March 19, 2024

Use Cases and Deployment Scope

I sell Avaya Infinity™ to users and it's a great platform.

Pros

Digital media
Customer Journey

Cons

Recording
Dialer

Likelihood to Recommend

It's very good for the customer journey, but it's necessary to have a predictive dialer.

Simone Hidalgo

Pre sales Manager in Corporate at Betta Global (201-500 employees)

Vetted Review

Reseller

18 years of experience

Avaya Infinity™ Review

Rating: 10 out of 10

Incentivized

March 19, 2024

Use Cases and Deployment Scope

I use the Avaya Infinity™ while I am working by using CMS, as well as when I am working remotely while using Avaya Workplace. So far, I haven’t had any issues with the products. Everything is great.

Pros

Avaya Workplace
CMS
Avaya IP phones

Likelihood to Recommend

A scenario I have used that is well suited is having Workplace on my computer to mirror my desk phone. It is a great feature and I love it.

Kimyia Youngblood

Customer Service Representative in Information Technology at State of MS Information Technology (51-200 employees)

Vetted Review

1 year of experience

Fully functional communication system, ideal for events.

Rating: 9 out of 10

December 10, 2023

Use Cases and Deployment Scope

This is where you should go for all your staff and customer service needs. There are a lot of useful tools on the Avaya Infinity™. You can talk, write, chat, and use voice. Customers can expect the same smooth experiences with the company on all platforms because of this. We can stay in touch with our customers because we use Avaya Aura as our phone system.

Pros

Keeping large teams productivity and personnel under control.
All calls are documented in a uniform and legible fashion.
Streamlining the workflow is made easier.

Cons

The stability of the browser across different platforms.
There was a lack of clarity in the setting process in my opinion.
There can be no intergration with third parties in my experience.

Likelihood to Recommend

I like this tool for restoring service during outages, and the way we use it enables us maximize downtime and prior acts. The corporate network is open to anyone with credentials and a browser. I use the program most because I think IT pros will like its new features, notably the AI. Design was smart, and the speed dial works well.

Lauriane Leuschke

Senior Software Engineer in Product Management at JetRails (501-1000 employees)

Vetted Review

3 years of experience

Avaya Infinity™ Review

Rating: 9 out of 10

Incentivized

September 10, 2023

Use Cases and Deployment Scope

I use this product in my organization to supplement all of our agencies to fulfill their day-to-day processes. So the scope of my use case is to capitalize off of downtime. We want to make sure our employees and our customers are operating at their top, their full potential.

Pros

The analytics are great.

Cons

More like the timing of the retrieval and response time that we get. I think that we would need to ensure to make it better.

Likelihood to Recommend

Appropriate. I think it's well suited when we have outages to bring this software back and the way we like to implement it, it does a phenomenal way of getting things back up and we're able to piggyback off of the time of the downtime and what it's been doing.

Verified User

Engineer in Information Technology (5001-10,000 employees)

Vetted Review

3 years of experience