I like the ability to see what the caller is going to enquire about before the call is taken. Tracking of time is customizable.

My customer support system with amazing call facility.

You have the option to press mute but the line will disconnect if you forget and put the headset back into the retriever.

We like the  capability of using it on multiple stations , the reports and the fact that it is easy to use and  reliable.

We use Avaya Aura with the Breeze platform. The Breeze platform ( with Engagement Designer) is a great add-on and provides us strong integration from our ancillary products into Aura.

Since its implementation we had several problems, because the company commercial sells a product that can not deliver.

The software is an excellent tool to monitor the service performance of logged-in agents, it has several shortcuts that facilitate. The work of the supervisor at the time of service.

Aura is an all encompassing tool to get your routing where it needs to be. The integration with analytics is also really helpful.

There might be some double run problems. While one Avaya.exe is running you can open another one bu mistake.

The software is easy to use and to update settings.

Avaya is by far the most powerful solution for large enterprises that have more than 1000 employees and are not ready to go to the cloud.

I like that Avaya runs well and does not have many issues or crashes; Overall functionality is great. I like the ease of use with initiating conference calls or a video calls.

I loves the intergrated Interface followed closely by the state of designs features however all this are just value added as the routing systems are often to be monitored and tailgates.

At the end of the day, it's very useful to gained a great customer service.

The functionality of this program is great its  easy to use and set up.

Many Features were missing, using phones over VPN doesn't work as it should be, support is really weak and not many users are familiar with the product.

Even with its greatness, this program as any other has its drawback; that is that the tome keeping is so precise, it can get confusing as well. Some functions at first are hard to understand.

I like that it is tracking everything what you are doing while logged in - the average talk time, wrap time, connects and it helps monitor ones productivity.

To navigate from one call to another at the ease of yiur fingertips is simply amazing and very easy to use.

Great for big, small, medium companies, you are able to see in which Aux your personnel is, so you can track their time on their calls or their non productive time, great.

You can have a great And effective conversation with your clients. Very reliable and when the system goes down it’s back up in no time.

Painful Implementation, Lacking basic features.

Its a very complete and easy to use platform, the Avaya's experience for many years its a clearly advantage over the other vendors.

I like the ability to talk with the customers through a clear and efficient system. It is well integrated with other software needs to provide quality voice interactions.

Great when it works, awful when something goes wrong and support is useless.

Avaya Aura is nowadays my most favorite application because of its advanced communication techniques that helps me to communicate within or outside my organization in a better way.

I would say this is the biggest benefit of having this kind of system and it's affordable as well.

One can argue that this is good or bad but it depends on your nature.

A bit biased as we are an Avaya Business Partner that offers the IP Office in a cloud hosted (PoweredBy Avaya) offering.

If you can afford to fork up enough money to their top tier product, it will definitely handle everything and CS support is better.

After researching extensively it seems to be an issue with Avaya. Searching through the contacts can also be difficult.

Price points on the cloud system are excellent, competitive to most major cloud pbx providers, while getting more features and functionality.

It was confusing at first but now that I have used it for some time I am used to it and can do everything I need quickly.

The user interface on their phones requires some learning. For staff who are not accustomed to using the phones regularly this can be frustrating.

Sometime facing problem with integration with other Vendor.

The Value and the user friendly interface this is one of the best voip phone services out there used in large call centers.

I have overall good experience with Avaya IP office and personally recommend for Small and Medium size of organizations.

Flexibility and customization comes with ease. Programming interface is very straightfoward and easy to use.

Easy integration, easy to use. Avaya IP Office, allowed us to work remotely through the pandemic with only needing access to our laptop.

Its a very good product, excellent quality and life.

Avaya is a great office system for everyday use. Reliable and feature rich in terms of operation and on screen control.

Very nice product in term of the communication in between the employees for inter organization.

I like the ease of the phone systems. I can forward calls as well as receiving phone messages even when I'm not in the office.

The system is very robust and stable, the failures experienced are minimal and the service received from the equipment is great.

Is a good tool for call management, and monitoring of specialists in total, you can take advantage of your tool to configure and create the different work stations.

Support from Avaya has been superior to what I would have thought we would get. Works great and is reliable.

US Dollar

Avaya UCaaS (formerly Avaya Aura Contact Center) is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized interactions to regular callers using advanced outreach algorithms and workflow. The algorithms help agents use inbound and outreach capabilities to sell, cross-sell and upsell products to callers. It also helps agents gather payments, schedule service appointments and offer promotions and discounts.


Avaya UCaaS provides a performance management module that captures, analyzes and stores customer interactions to highlight areas of improvement. It also provides automated coaching, scorecard assessments, customer feedback and voice analytics. The module helps users meet compliance objectives with regulatory mandates such as PCI, GDPR and MiFID.


The platform helps users identify patterns to drive customer-first practices, performance and operational efficiencies. Other features include AI-driven agent guidance and assisted services. Support is provided via online ticket, forum and phone.



LongDescription

IVR/Voice Recognition

Agent Interface

Voice Mail

Call Recording

Calendar Management

Automated Routing

Call Center Management

Call Routing

Contact Management

Audio / Video Conferencing

Performance Metrics

Multi-Channel Communication

Workflow Management

Email Management

File Sharing

Real-Time Chat

Chat/Messaging

Interaction Tracking

Reporting/Analytics

Workforce Management

Live Chat

51-200

201-500

501-1000

1000+

Avaya UCaaS

Avaya Cloud Office is a cloud-based communications and collaboration solution designed for small to midsize businesses.

It features auto dialing, conferencing, screen sharing, instant messaging, and more. Avaya Cloud Office is available with different levels of functionality such as mobility convergence, unified communications and call center management feature so that users can choose a phone system that suits their business model.

The Avaya contact center assists in management and administration of calls. It also helps in gathering, measuring and analyzing customer interactions. The Avaya learning service helps in providing training to employees using different forms of training module such as virtual training, classroom training, self-paced training in which sessions can be scheduled and users can organize custom classes.

It integrates via Telephony Application Programming Interface (TAPI) with other Avaya applications as well as third-party contact management software. Avaya Cloud Office can be deployed as an appliance, dedicated server or virtualized software.

Support is available via phone and live chat.

Avaya UCaaS vs Avaya Cloud Office

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