Avaya - Love their Integration!
June 22, 2023

Avaya - Love their Integration!

Jessie Caynon | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Aura

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

  • 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.

Cons

  • 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.
  • Integration with external company software.
  • The ease of deployment of the softphone.
  • The reliability of their phones in our environment.
  • When Covid hit, we were able to deploy OneX communicator quickly to get our agents working remotely - there was little setup needed.
  • Once we migrated from OneX to Workplace, again, the switch was done with relative ease.

Do you think Avaya Aura delivers good value for the price?

Yes

Are you happy with Avaya Aura's feature set?

Yes

Did Avaya Aura live up to sales and marketing promises?

Yes

Did implementation of Avaya Aura go as expected?

Yes

Would you buy Avaya Aura again?

Yes

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.

Avaya Aura Feature Ratings

Not Rated
Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
Not Rated
Directory of employee names
Not Rated
Not Rated
Answering rules
Not Rated
Call recording
Not Rated
Call park
Not Rated
Call screening
Not Rated
Message alerts
Not Rated
Business SMS/External Messaging
Not Rated
Online Fax
Not Rated
Voicemail Transcription
Not Rated
7.0
Mobile app for iOS
8
Mobile app for Android
6
Not Rated
High quality audio
Not Rated
High quality video
Not Rated
Not Rated
Calendar integration
Not Rated
Meeting initiation
Not Rated
Record meetings / events
Not Rated
Not Rated
Desktop sharing
Not Rated
Not Rated
Live chat
Not Rated
Not Rated
User authentication
Not Rated
Participant roles & permissions
Not Rated
7.5
Centralized communications management
8
Team messaging
Not Rated
Team document sharing
Not Rated
Call and meeting analytics
7

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