Item: Avaya Aura
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Avaya Aura is a massive implementation. We do use it for call accounting, we use it for our call centers, and we use it for our emergency calling crisis alert in the building. Just about anything breathing in and out of that company is going through Aura.

Pros and Cons

Let's go with the call center set-up agents skills and vectoring. If you program it well enough, eliminate a lot of work for yourself, be pretty much hands off and you can leave the management of the system to itself. Kind of set it and forget it.

Not many areas. So we're talking about a product that's been in service for a long time. If we're improving on anything, it's always going to be the newest stuff that they're rolling out. For instance, on 10.1, they just started finally loading a bunch of extra features for SIP that were on H323. So we're still actually in H323 company ourselves for the most part. We have about 500 or so SIP handsets. We don't want to migrate everything yet because I had said this before, our agent infrastructure for our call centers is so vital to the business. We're terrified to change it and lose any features. So maybe with this rollout of 10.1 that we're scheduled to do and a couple of months or so, maybe we'll go full SIP at that point.

Most Important Features

Return on Investment

As far as a negative impact on a surface level, not too much negative impact was to go right into that and we had the scare eight months ago. Well, we didn't know if Avaya was a product we were going to be able to continue with. But after this conference, we got the warm and fuzzies back. That is a product that we can keep for a number of years and they'll continue to grow and keep on upgrading it and stay current. So we'll be sticking with that.

Key Insights

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

Likelihood to Recommend

It is well suited for call centers. That's exactly why we keep it around. There's a dirty word called Cisco out there. Many of the people in our department have worked with Cisco products and honestly, the Avaya setup is much more geared towards what we do as a company and our call flows. It's done very well. There's a reason why we want to stick with it. We are a little hesitant to gear away from any of the current Avaya Aura setups with agents, queues, and vectors and start going toward any of the more cloud-based infrastructures just because we are very well attuned to what we're at. We like working in there, it works so well, we don't want to change it. So that's kind of the good and the bad of their product right now is it works exactly the way we need it to and you don't want to upgrade anything.

Avaya Aura Review

Overall Satisfaction with Avaya Aura