Avaya Aura - V10
January 08, 2025

Avaya Aura - V10

David Perry | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Avaya Aura

We use Avaya Aura for our Enterprise phone system. We have tried using alternatives such as Avaya in the cloud and other hosted services, however, we found that only an on-prem solution with Avaya allows us the customizations our users require.

Pros

  • Call Center
  • User Interface to make customizations
  • Rich Feature set

Cons

  • Support model - More attention from Avaya is desired
  • Scalability with respect to limited logins
  • Better control and notification of bugs
  • Has allowed detailed customizations for our many call centers. This allows our specialized staff for various departments to give appropriate attention to patients
Avaya Aura is extremely complex. Now that AI has come into the fold, Avaya needs to apply AI processes and tools to help identify and resolve issues with an installed platform. In addition, proactively identify potential issues.

Ayaya has had some financial difficulties over the last few years. This may be why they outsource their expensive support. Our customer experience would benefit by having access to Avaya knowledgeable Engineers for questions about products and services as needed.
We have tried these alternates, but ultimately reverted to an on-Prem Avaya Aura solution. Genesys was too expensive to maintain and we could not find enough skilled people to help support it. Cloud hosted solutions just aren't customizable enough for our users.

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

We have been using Avaya Aura for 15+ years. Although some business units have tried to push us off Avaya Aura for hosted solutions, ultimately we have continued to return to an on-prem Avaya Aura Phone system supported within house. We have just upgrade to the latest version V10 and after a few speed bumps, we are running fine.

Attention / Support from Avaya Aura could be better. Avaya gets involved with roadmap and product discussions directly with us very infrequently - perhaps 1 - 2 times a year.

Avaya Aura Feature Ratings

8.0
Multi-level Interactive Voice Response (IVR)
9
Directory of employee names
7
8.0
Answering rules
9
Call park
9
Call screening
9
Message alerts
7
Voicemail Transcription
6
Mobile apps ()
Not Rated
9.0
High quality audio
9
Online Meetings / Events ()
Not Rated
Screen Sharing ()
Not Rated
Online Events Collaboration ()
Not Rated
Online Events Security ()
Not Rated
7.5
Centralized communications management
8
Call and meeting analytics
7

Comments

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