Item: Avaya Aura
Rating: 6
Author: Ben Halim

Overall Satisfaction with Avaya Aura

Use Cases and Deployment Scope

We're a 24/7 Telephone Answering service that relies on Avaya Aura services a lot. We need reliable solutions that can deliver exceptional call quality with the omnichannel capability to support our clients. Our customers range from healthcare, lawyers, doctors, and all trades sectors. We also use Experience Platform to support our IVR needs.

Pros and Cons

Pros

Call Routing Decision.
Security
Adaptations and Regex.
Scalability
Robustness

Cons

Simplicity.
Customer Support.
Reduces Complexity.

Most Important Features

security
scalability
reliability

Return on Investment

Bring in revenue.

Key Insights

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

Not sure

Are you happy with Avaya Aura's feature set?

Yes

Did Avaya Aura live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Avaya Aura go as expected?

Yes

Would you buy Avaya Aura again?

Yes

Other Software Used

Microsoft 365, Microsoft Teams, ConnectWise ScreenConnect, Atera

Likelihood to Recommend

Well suited for complex or large organizations with a thousand or more agents. Also well suited for multiple skill sets and channels where the calls need to be routed based on skill-based or attribute, let's say specific agents for specific calls. The scenario that is Less appropriate would be for a smaller user base.

Avaya Aura Feature Ratings

Comments

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Aura Experience.