Avaya Unified Communications Review
Overall Satisfaction with Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)
The difference between Avaya Contact Centers and other systems is that Avaya solutions have by far more features than any other has to offer. Avaya is also known for making the most reliable and stable solutions. Customer support is also an area which in my opinion sets the company apart from any other. Avaya has a great database and very detailed documentation that makes it easier for engineers to manage and install the solutions. Avaya communication manager has allowed us to communicate and collaborate with our colleagues working in remote offices. It also allowed us to provide technical support to our clients in a number of channels including, mail, voice, chat, and fax.
Positive impact: Avaya's quick and easy IP office solutions has helped reduce our overall project timeline and expenses.
Positive impact: Avaya's quick and easy IP office solutions has helped reduce our overall project timeline and expenses.
- Contact center solutions are very feature rich allowing several channels of communications to customers.
- Redundancy configurations, high availability, and virtualization make it a very robust and secure voice platform.
- With centralised licensing, proactive voice quality monitoring, and extended diagnostic features, it’s easy to keep everything running smoothly in your mid-market company.
- You can [use] the UC system that works for you with up to 50% less memory required to grow your communication network with your business. There are plenty of rich APIs available to integrate with your system too, so you can design the strategy your business needs.
- Avaya's license structure can be a challenge to understand.
- The UC core applications.
- Avaya needs to have more tools for bulk configurations, ability to export and edit a configuration, not all fields in a site administrator are exportable.
- The softphone solution on the IP office side interface is very outdated.
- Built-in voicemail is offered at no extra cost. Also, license-activate functionality provides you with mobility and IM features, meet-me, and video, call recording, UVR and unified messaging without having to pay for extra hardware.
- The Avaya IP Office telephone system offers more than 20 different desktop phone models, which all cater to particular preferences. That's why it's so easy to select the ideal phone for each user. The solution fully supports SIP, IP, digital and analogue phones, which makes it a sound investment for the future of your business.
- What's so nice about the Avaya IP Office telephone system is that it recognises that each company has its needs. You can design the IP500 system to use just the number of handsets, feature and lines that you need, which is a solution that is much more efficient than offerings were in the past.
Mitel offers a wide range of UC platforms and call controllers however their flagship product appears to be MiVoice Business and MiCollab, while Avaya offers Aura for large organisations and IP Office for small business and mid-market segments. Avaya is far better at PC applications or unified messaging. NEC is better for hospitality.